free shipping above € 500

free returns

personal styling advise via whatsapp

f.a.q.


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 your stores?

    Please visit our stores page for all contact details and actual opening hours per location.

  • how can I sign up for the Pauw newsletter?

    You can subscribe to our newsletter here to receive weekly news about our collections, the stories behind our brands and updates from our stores.

    It is also possible to email us and we will sign you up personally. 

  • how can i unsubscribe from the Pauw newsletter?

    You can decide to unsubscribe at any given moment, if you choose to no longer receive any newsletters or updates from us. Each newsletter includes a clear link to unsubscribe. You can send also send an email to [email protected].

stores

  • is your call & collect service in operation?

    Yes, during our usual opening hours we will be present in our stores to assist you with personal advice. Please feel free to call or email us to let us know your wishes: from a last minute gift to a complete, new wardrobe.

    It is possible to pick up your orders at the door. If you live nearby our store, it is also possible to deliver orders directly from the store to your home. Please get in touch with us to discuss this possibility. Find the contact details on the store pages.

  • is your click & collect service in operation?

    Yes, you can place an order online and choose 'Pickup in store' in the checkout. Please select a store. We will call you as soon as your order is ready for collection. 

products and sizings

  • 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.

  • which fabrics do you use?

    We only use the most beautiful fabrics of the highest quality. Our designs and the designs of the brands available at Pauw are made of cashmere, silk, cotton, leather, suede, jersey, wool and many more luxurious materials.

  • which sizes do you offer?

    Most Pauw items are available in our whole size range, from size 1 to 5. The other brands we offer have a specific chart compatible with that brand.

  • Where can i find the right size?

    Determine your size by using our Size Chart.

payment

  • which kind of payment methods do you accept?

    We accept multiple payment methods such as American Express, Visa, Maestro, Mastercard, Visa, V Pay, banktransfer (international with an IBAN and Swift number), iDeal (only in The Netherlands), Apple Pay, PayPal, Klarna, Bancontact and Giropay.

  • 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 details, click 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 do not 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. Payments can be made by credit card (Visa, Mastercard, American Express), iDeal from your online banking account or by using Paypal. If you have a 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 email 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 send 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, please contact us at [email protected].

  • 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 partners PostNL and 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?

    Pauw uses the service of PostNL for sending packages within the Netherlands and the service of UPS outside the Netherlands. You will receive a track & trace code by email to follow your shipment.

  • 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 centre, based in Amsterdam, The Netherlands.

  • do i need to sign for the package?

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

returns

  • 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. 

    Please see the section ‘Returns’ for more information.

  • Where can I track the process of my return shipment?

    As soon as you completed your return request in our online portal you will receive an e-mail containing more information about your return. During the process of your return, you will receive updates by e-mail about the different steps. In case you have any questions about your return you can contact our support through pauw.returnista.com. The icon in the lower left corner allows you to ask any return questions 7 days a week.

  • Do you charge any costs for returning my order?

    No, we cover all return expenses for your order. Pauw sees this as a service to be able to offer you the possibility to try our beautiful goods anywhere in the world, without worrying about costs for returns.

  • How will I be reimbursed for my return?

    We will refund the amount of your purchase within 7 days after receipt to the credit card, bank account or PayPal account used to make the purchase. You will receive an e-mail confirmation once your refund is processed. Please note that initial shipping costs of your order will not be refunded.

     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 is to be established by one of our employees.

    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 will not include shipping 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.

  • Do you offer exchanges?

    Yes, we do! You have the option in our online portal to exchange your order for a different size. In case you wish to receive a different product we kindly ask you to place a new order. The order you do not want to keep can be returned the normal way for a refund like described above.

  • What is the process like if I have ordered from outside the European Union?

    In case you placed an order outside of the European Union you can still follow the same steps to create a return shipment.

    Please note that all shipment coming into the EU require a commercial invoice on the outside of the parcel. After completing your return in our online portal, you will receive an e-mail with instructions, which will also include the commercial invoice.

    For orders that are delivered outside of the EU we only refund the original purchase amount of the ordered items. This means that we do not refund any shipping costs, duties or local VAT. The reason for this is that only you, as importer of the goods, are lawfully able to request these costs back from local postal and customs offices.