f.a.q.


update about coronavirus

  • are the pauw stores still open?

    Yes, all our stores are currently closed. We are happy to inform you that our stores are open again and welcome you to stop by. However, making a private shopping appointment is still possible to provide you with the best experience and our undivided attention. We cordially invite you to make an appointment with one of our colleagues by simply filling in a contact form here or via our service desk: +31 20 72 20 6 81.

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  • is it safe to shop online at pauw.com?

    We are following all the guidelines of the local authorities and the World Health Organisation. This means that we are taking extra hygiene measures and protocols in our stores and following the latest updates closely. We do our utmost to provide you with the best, and most importantly, safe service. Our shipping partners are making sure that all appropriate health and hygiene standards are adhered to.

  • does pauw ship to every country during this period?

    We strive to continue shipping worldwide. If you have any questions, please get in touch with via our online chat, [email protected] or +31 20 72 20 6 81. Our regular office hours are Monday to Friday 9.00 am to 5:00 pm CET, excluding national holidays.

general questions

  • how do i contact the customer service?

    Our customer service is available by email at [email protected], or you can reach us via our chat. We aim to answer your questions as efficiently and as quickly as possible. Do you have an important question? Please contact us by phone at +31 20 72 20 6 81.  Our regular office hours are Monday to Friday 9.00 am to 5:00 pm EST, excluding national holidays.

  • How to contact one of the stores?

    For an overview of our stores, please take a look at our stores.

  • how can i unsubscribe from the newsletter?

    You can decide to unsubscribe at any given moment, if you choose to no longer receive any Newsletters or updates from us. Each email will include a clear link to indicate where you can unsubscribe. You can also use this link to log into your personal page to unsubscribe directly from our Newsletter. A third option is to send us a message via [email protected].

  • my question is not listed here

    Our Customer Care is available by email at [email protected], or via our chat. You can also contact us by phone at +31 20 72 20 6 81. Our regular office hours are Monday to Friday 9.00 am to 5:00 pm CET, excluding national holidays.

products and sizings

  • which brands does pauw mannen has in its collection

    For an overview of the brands within the Pauw Mannen collection, take a look at Brands.

  • how can i find the right size?

    Determine your size by using our Size Chart.

  • is it possible to order the trouser of a suit in a different size?

    Unfortunately it is not possible to order different sizes for the jacket and trousers of a suit.

  • does pauw mannen offer tailoring to online purchases

    We cannot alter your online purchases before shipping them. To ensure the perfect fit, we advise you to come to our stores so we may advise you on alterations. If you are not close to a Pauw Mannen store, you may alternatively take your garments to your personal tailor.

  • can i order a made to measure at pauw mannen?

    Nothing fits quite so well as a made to measure suit or shirt. All Pauw Mannen Luxury Tailoring stores provide the option of purchasing a made to measure suit or shirt. If you would like to know what is possible please take a look at Su Misura or visit on our stores.

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 Buckaroo. As well as processing payments, Buckaroo handles full transaction settlements and reconciliation. So all your data is secure with us.

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. 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. from more information, please look at our privacy policy

  • 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.

  • Do you still ship to the UK? What are the import costs?

    Yes, we do ship to the UK. Please get in touch with our Customer Care team to help you further with online purchases from Pauw.com. At the moment we only make manual orders for the UK due to Brexit. Custom duties, import VAT and handling and processing fees may appear higher than expected due to different rates of duty that are linked to commodity codes. Please note that the custom duties, import VAT and handling or processing fees can add around 30% to the original price. 

  • 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 [email protected]. You can also reach us via our chat. 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. Whenever the size option is not visible, a size is not available. 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 you 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 care 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 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 orders be shipped?

    All orders are shipped from our headquarters or distribution center, 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.

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

  • 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. 

    Fore more information please look at our exchanges policy.

  • 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?

     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 an address outside of the European Union, your refund will consist of the amount paid for the returned goods. This means that refunds from Pauw willnot includeshipping costs, local taxes and import fees. 

    Should you wish to receive a refund on local taxes and import fees please contact your local UPS or Customs office.

  • What is your policy on returns from the United States?

    For orders that have been delivered to an address in the United States, your refund will consist of the amount paid for the returned goods. This means that refunds from Pauw willnot includeshipping costs, local taxes and import fees. The reason for this is that the latter two have been paid by us for you in advance to your local Customs office (U.S. Customs and Border Protection) but only you as importer are able to request a refund.

    Should you wish to receive a refund on local taxes and import fees please contact your local UPS or Customs office.