faq

General questions

Products and sizes

Payment

  • Which kind of payment methods do you accept?

    We accept multiple payment methods such as Visa, Master Card, American Express, Banktransfer (international with an IBAN and Swift number), iDeal (only in The Netherlands) and PayPal.

  • Is the payment process secure?

    We take every possible measure to ensure that your data is save. All sensitive/credit information which you supply is transmitted via Secure Socket Layer (SSL) technology, which encrypts your information to protect the information from unauthorized use. We work together with Adyen. As well as processing payments, Adyen handles full transaction settlements and reconciliation. So all your data is secure with us.

  • How do I use a gift card?

    Please enter the code of the gift card during the checkout process. This code will be written on the certificate in the email notification or on the printed giftcard. If the given amount exceeds the total balance on your order, a new giftcard will be emailed with the remaining balance. If you encounter any problems while redeeming your giftcard, please send an email to webshop@pauw.com or reach us by filling out our contactform.

Orders

  • How do I order online?

    Starting off, pick a category at the top or side of the webpage that you would like to view. Once in a category, you can sort the collection by brand, design, colour and size. When you like something and want more detail, press on the image. This will provide multiple images of the product, a product description, sizing options and other specifics. Please note that prices shown are in Euros or in USD. For deliveries outside the European Union, the prices shown exclude VAT, and include local taxes as well as customs duties. The price excludes the costs of shipping.

    To add a product to your Shopping Bag, first select your size and click on 'Add to Shopping Bag'. Continue shopping by adding more items, or review your online shopping bag by clicking on the Shopping Bag icon in the top right of your screen. Remove items from your Shopping Bag by clicking on the ‘X’. When you are ready to place your order, click on your Shopping Bag, and click on the ‘Checkout’ button.

    To continue the order process, Pauw asks that you Sign In to your Pauw-account. If you don’t have a Pauw-account yet, you can create one by placing your order. If you prefer to Check Out as a Guest, this is also possible.

    Please make sure to fill out all fields and select your preferred payment method. Payment can be made by credit card (Visa, Mastercard, American Express), iDeal from your online banking account or by using Paypal. If you have Coupon Code, you can enjoy your discount by filling it out in the field ‘Coupon Code’. We also offer the possibility to differentiate between a Billing and Shipping Address. When all fields have been filled out correctly and you have accepted the Terms and Conditions, press ‘Proceed to Payment’ to proceed to a secure payment area. Once payment has been completed you will receive an e-mail confirmation of your order.

  • What is your privacy policy?

    Your personal information is kept private at all times and at no point will we rent or sell your personal information to third parties. To register at Pauw we will need to know your name, email address, gender and telephone number. When processing your order online we require your billing address, shipping address and payment information. Only when it’s a necessity, may these details be shared with a credit reference agency to verify your order.

  • What is your pricing policy?

    Orders with a delivery address within the EU, include 21% VAT in the purchase amount. Shipping rates will be calculated automatically during checkout.

    All orders with a delivery address within EU are completely free of import duties and local taxes.

  • What is your policy on VAT for outside-EU orders?

    For orders with a delivery address outside the EU, we offer VAT-free shopping as an extra service. When browsing Pauw.com from a country outside the EU, all prices that are shown are excluding VAT. Shipping rates will be calculated automatically during checkout.

    All orders under $800,- with a delivery address to the US (including shipping) have local taxes, extra fees and import duties included.
    All orders above $800,- with a delivery address to the US include local taxes, extra fees and import duties. This means that there will never be any extra fees due when receiving the order. These services are included by default and are not optional.
    Please note: Online orders with a delivery address outside EU and US could be subject to import duties, fees and local taxes levied by the destination country and could be charged.

    Pauw cannot be held accountable for these additional costs, the recipient will need to pay for these charges.
    As customs policies and import duties vary widely country to country. Our advice is to contact your local customs office before placing your order to have an estimated cost overview, so you can avoid unexpected charges.

  • What is your policy on local taxes and customs duties?

    Online orders with a delivery address outside EU and US could be subject to import duties, fees and local taxes levied by the destination country and could be charged.
    Pauw cannot be held accountable for these additional costs, the recipient will need to pay for these charges.

    As customs policies and import duties vary widely country to country. Our advice is to contact your local customs office before placing your order to have an estimated cost overview, so you can avoid unexpected charges.

  • I tried to place an order but it didn't go through. What can I do? 

    Please feel free to us an email at webshop@pauw.com. You can also reach us by filling out our contactform. If you send an email, please put down your contact information and order preferences.

  • Is it possible to order by phone?

    Yes. Please contact us at +31 20 72 20 6 81 and one of our employees will be happy to assist you.

  • Where can I find the right size?

    To find out your size view our Size guide. Should you be unhappy with the fit of a particular purchase, you can return the item. Please follow the instructions listed under our Return and exchange policy.

  • How can I tell if an item is in or out of stock?

    Items that are in stock are displayed in black. Whenever the size option is light grey or When the size option is displayed in light grey, a size becomes inaccessible. Please be aware that even if an item is in your shopping bag, it is still officially viewed as on sale and another customer is still able to purchase it until you have completed payment. 

Shipping

  • To which countries do you ship?

    Pauw ships to various locations worldwide. Is your country not visible during check-out? Please contact us.

  • What are your delivery times?

    Pauw will make sure your order will be delivered as soon as possible. Your order will be delivered within a maximum of 5 business days.

    Shipments that take place out of Europe usually will take 5 - 7 business days.

    For speed deliveries, please contact our customer support team.

  • Do you ship during weekends and national holidays?

    Our delivery days are according to our partner UPS. UPS delivers only on weekdays. All national holidays are excluded.

  • What are your shipping rates?

    Shipping rates will be calculated automatically during checkout.

    Enjoy free delivery within BENELUX.
    Free delivery within Europe on all orders above €500,-
    Free delivery in Northern America on all orders above €1000,-
    Free delivery worldwide on all orders above €1000,-

    Is your country not visible during check-out?

    Please contact us.

  • Can I track my order?

    Yes, Pauw uses the service of UPS for delivery of all orders. UPS My choice lets you decide how, where and when home deliveries occur to fit your schedule. Get estimated arrival and progress alerts. Set vacation holds, change a delivery address or hold at a UPS location. When UPS fails to deliver your package after the third try, your order will be returned to Pauw Headquarters. We will contact you to make sure your package will get delivered as soon as possible.

  • Is my package insured?

    We automatically insure all packages against theft and accidental damage while in transit to the receiving address. The package is no longer insured once it has been signed for.

  • From where will my order be shipped?

    All orders are shipped from our headquarters, based in Amsterdam, The Netherlands.

  •  Do I need to sign for the package?

    Yes. All packages will require a signature from the recipient.

Returns and exchanges

  • What is your return policy?

    We always aim to provide you with the best possible quality and service. However, you can return your purchase if for any reason it does not meet your expectations. Should you wish to return an item, we kindly ask you to indicate the reason for return on the Returns Form. Place the item that you wish to return in the original box or in the plastic returns bag and seal it with tape. Please note that we only accept returns for online purchases.

    Returns procedure 
    1. Please fill all fields on the front side of the returns form (found in your original shipping box / envelope /bag) and enclose the form, with the goods that will be returned, in the original box/ boxes. Seal the box/envelope/bag with tape. 
    2a. Return by handing the parcel to an employee at a Dutch Pauw store: You will receive a receipt.
    2b. Return through UPS: Put the UPS return label on the box/envelope/bag. For a pick up in the Netherlands please call 0900-2255877. For a pick ups in other countries please visit www.ups.com for the local UPS phone number.

    If you are unable to return within 14 days after receipt, then we kindly ask you to inform us about your intention to return beforehand by phone (+31 20 7220681) or by e-mail (webshop@pauw.com). After these 14 days you have an additional 14 days for the return to be handed over to us. Returned goods should be handed over to us undamaged and complete.

    Returning an order through UPS is free of charge; the original shipping costs will be settled with the postage costs of a return, as by Dutch law. In case of a return through our shops we will also refund the cost of the initial shipment to you.

    Returns that differ from this procedure will not be processed. In case your online order originally was shipped free of charge and/or consists of multiple items, and you wish to only return some of the items received, the initial shipping costs will not be refunded. The costs of returning an online order will be deducted from your refund. Your refund then consists of the amount listed for the items ordered deducted by any shipping costs and, if paid, local taxes and import duties.

    Once the return of the merchandise and its condition have been validated, credit will be refunded to the credit card, bank account or PayPal account used to make the purchase. For orders that have been delivered to a shipping address outside the EU, your refund will consist of the amount listed for the returned items deducted by shipping costs and, if paid, local taxes and customs duties.

    Should you wish to receive a refund on the paid local taxed and customs duties, we advise you to contact your local UPS or customs office. We will refund the amount of your purchase within a maximum of two weeks. Returning an order through UPS is free of charge; the original shipping costs will be settled with the postage costs of a return, as by Dutch law. In case of a return through our shops we will also refund the cost of the initial shipment to you.

    Please see the section ‘Shipping & Returns’ for more information.

  • I received the incorrect size or product, what should I do?

    First of all, our apologies for the inconvenience. If you have received an incorrect size or product please send an email to webshop@pauw.com or reach us by filling out our contactform. Our employees will help you further.

  • Can I exchange an item for another size?

    Yes. You can exchange your ordered items for different sizes, provided that the size you wish to exchange for is in stock. Please note that the possibility to exchange items only exists for purchases made in our online shop. At this moment in time, exchanges for another colour or another item are not possible.

    Should you wish to exchange an item, we kindly ask you to indicate the size you wish to exchange to on the Returns Form. Place the item that you wish to exchange in the original box or in the plastic returns bag and seal it with tape.

    Drop your exchange off in one of our Dutch Pauw shops, or have it picked up by UPS. To schedule a pick up, please see www.UPS.com for your local UPS telephone number. If you are unable to exchange within 14 days after receipt, then we kindly ask you to inform us about your intention to exchange beforehand by phone (+31 20 7220681) or by e-mail (webshop@pauw.com). After these 14 days you have an additional 14 days for the exchange to be handed over to us. Goods should be handed over to us undamaged and complete to be eligible for exchange.

    Provided the size you wish to exchange to is in stock, it will be shipped to you after your exchange has been received and the condition of the items up for exchange has been validated. Delivery can take 3-6 business days. As a service, we gladly offer you complimentary shipping costs for all your exchanges. Please note that, when making an exchange for an order with a shipping address outside the EU, local taxes and customs duties will be due upon delivery.

    Should you wish to receive a refund on the paid local taxed and customs duties that you paid for your original order, we advise you to contact your local UPS or customs office.

  • Can I return gift card?

    Gift cards cannot be returned. Returned orders purchased with a gift card will receive the refund on a new gift card. For questions please contact webshop@pauw.nl or fill in our contactform.

  • What kind of refund will I receive for returned items?

    We will refund the amount of your purchase to the credit card, bank account or PayPal account used to make the purchase. 

  • When will I receive a refund for returned items?

    If you wish to receive a complete refund or if you want an item to be eligible for exchange, the return/exchange is to be sent back in the original packaging. The following points may lead to a reduction in or complete loss of your refund:

    • Incomplete products
    • Products that are not in their original condition
    • Signs of wearing, signs of use
    • Filth, strange odours and/or any other damage to the product

    Whether or not these points are applicable to your return/exchange is to be established by one of our employees.

    Once the return and its condition have been validated, credit will be refunded to the credit card, bank account or PayPal account used to make the purchase. We will refund the amount of your purchase within a maximum of two weeks.

    For orders that have been delivered to a shipping address outside the EU, your refund will consist of the amount listed for the returned items deducted by shipping costs and, if paid, local taxes and customs duties.

    Should you wish to receive a refund on the paid local taxed and customs duties, we advise you to contact your local UPS or customs office.

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