Orders are processed from Monday to Friday during working hours with orders placed after 1PM CET processed the next working day (not including public holidays).When your order has left our warehouse, you will be updated throughout its journey. Please use the tracking link provided in the shipping email for the most up-to-date status of your order. You may also have received this information by text if you signed up for SMS notifications.Shipping Options:<table border="1" id="isPasted"><tbody><tr><td style="text-align: center;">COUNTRY OR REGION</td><td style="text-align: center;">SHIPPING TIME</td><td style="text-align: center;">SHIPPING FEE</td><td style="text-align: center;">FREE SHIPPING ON ORDERS OVER(IF AVAILABLE)</td><td style="text-align: center;">RETURNS &amp; EXCHANGE POLICY</td></tr><tr><td style="text-align: center;">UK</td><td style="text-align: center;">3-5 business days</td><td style="text-align: center;">&#xA3;5 GBP&#xA0;</td><td style="text-align: center;">&#xA3;125 GBP&#xA0;</td><td style="text-align: center;">Free returns and exchanges</td></tr><tr><td style="text-align: center;">UK EXPRESS</td><td style="text-align: center;">Order by 3pm GMT for next business day delivery. Orders made after 11am GMT on Friday and weekends will arrive the following Tuesday</td><td style="text-align: center;">&#xA3;10</td><td style="text-align: center;">&#xA0;</td><td style="text-align: center;">Free returns and exchanges</td></tr><tr><td style="text-align: center;">USA</td><td style="text-align: center;">3-5 business days</td><td style="text-align: center;">$8 USD</td><td style="text-align: center;">$150&#xA0;USD</td><td style="text-align: center;">Free returns and exchanges</td></tr><tr><td style="text-align: center;">USA EXPRESS</td><td style="text-align: center;">2-3 business days</td><td style="text-align: center;">$25</td><td style="text-align: center;">&#xA0;</td><td style="text-align: center;">Free returns and exchanges</td></tr><tr><td style="text-align: center;">CANADA&#xA0;</td><td style="text-align: center;">2-5 business days</td><td style="text-align: center;">$25 CAD</td><td style="text-align: center;">$400 CAD</td><td style="text-align: center;">$25 fee for&#xA0;returns and free exchanges</td></tr><tr><td style="text-align: center;">AUSTRALIA &amp; NEW ZEALAND</td><td style="text-align: center;">4-7 business days</td><td style="text-align: center;">$40 AUD</td><td style="text-align: center;">$235 AUD</td><td style="text-align: center;">$25 fee for&#xA0;returns and free exchanges</td></tr><tr><td style="text-align: center;">EUROPE*</td><td style="text-align: center;">3-5 business days</td><td style="text-align: center;">&#x20AC;7 EUR</td><td style="text-align: center;">&#x20AC;175 EUR</td><td style="text-align: center;">Free returns and exchanges</td></tr><tr><td style="text-align: center;">EUROPE* EXPRESS</td><td style="text-align: center;">1-3 business days</td><td style="text-align: center;">&#x20AC;15 EUR</td><td style="text-align: center;">&#xA0;</td><td style="text-align: center;">Free returns and exchanges</td></tr><tr><td style="text-align: center;">REST OF EUROPE</td><td style="text-align: center;">3-7 business days</td><td style="text-align: center;">&#x20AC;7 EUR</td><td style="text-align: center;">&#x20AC;250 EUR</td><td style="text-align: center;">&#x20AC;10 fee for&#xA0;returns and free exchanges</td></tr><tr><td style="text-align: center;">HONG KONG</td><td style="text-align: center;">3-7 business days</td><td style="text-align: center;">$270 HKD</td><td style="text-align: center;">$4000 HKD</td><td style="text-align: center;">$25 fee for&#xA0;returns and free exchanges</td></tr><tr><td style="text-align: center;">CHINA</td><td style="text-align: center;">3-7 business days</td><td style="text-align: center;">&#xA5;260 CNY</td><td style="text-align: center;">&#xA5;3700 CNY</td><td style="text-align: center;">$25 fee for&#xA0;returns and free exchanges</td></tr><tr><td style="text-align: center;">REST OF ASIA</td><td style="text-align: center;">3-6 business days</td><td style="text-align: center;">$30 USD</td><td style="text-align: center;">$350 USD</td><td style="text-align: center;">$25 fee for&#xA0;returns and free exchanges</td></tr><tr><td style="text-align: center;">UNITED ARAB EMIRATES</td><td style="text-align: center;">3-6 business days</td><td style="text-align: center;">$75 AED</td><td style="text-align: center;">$1000 AED</td><td style="text-align: center;">$10 fee for&#xA0;returns and free exchanges</td></tr><tr><td style="text-align: center;">MIDDLE EAST</td><td style="text-align: center;">3-5 business days</td><td style="text-align: center;">$20 USD</td><td style="text-align: center;">$250 USD</td><td style="text-align: center;">$25 fee for&#xA0;returns and free exchanges</td></tr><tr><td style="text-align: center;">REST OF WORLD</td><td style="text-align: center;">4-7 business days</td><td style="text-align: center;">$20 USD</td><td style="text-align: center;">$250 USD</td><td style="text-align: center;">$25 fee for&#xA0;returns and free exchanges</td></tr></tbody></table>EUROPE* - Italy, Germany, France, Poland, Netherlands, Spain, Swiss, Czechia, Belgium, Slovakia, Croatia, Austria, Cyprus, Ireland, Denmark, Bulgaria, Portugal, Sweden. For pre-order T&amp;Cs, please click <a href="https://pangaia.com/pages/terms-and-policies">here</a>. Express shipping may not be available during busy periods or holidays. Business days are Monday-Friday (excluding public holidays). We aim to meet these delivery times but please note that these are an estimate and not guaranteed. PANGAIA cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the courier. Have more questions? Please reach out to us by clicking &apos;Black Speach Bubble&apos; in the bottom left-hand corner or by using the &apos;Chat&apos; button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a &apos;Chat&apos; button.

Where's my order?

No need to worry! When your order is marked as &apos;unfulfilled,&apos; it simply means our team is still getting it ready for shipment. This can usually take around 2-3 working days, depending on order volume and item availability.As soon as your order is on its way, you will receive a shipping confirmation email with tracking details so you can follow its journey.

My order is showing as 'unfulfilled,' is there a problem?

Learn about order tracking and what to do if your package has not arrived.

If your order has not arrived, please check the tracking details in your shipping confirmation email. The courier may have attempted delivery when no one was home, and they will usually try again on the next working day. If there&#x2019;s a delivery update or an issue, it will be reflected in the tracking details.In the meantime, please check around your property and with your neighbours to see if someone has accepted the parcel on your behalf. If you purchased PANGAIA Protect, for more information, please click <a href="https://pangaia.gorgias.help/en-US/pangaia-protect-558978" rel="noopener noreferrer" target="_blank">here</a>. If you are still unable to locate your package, please get in touch with us by clicking the &apos;Black Speech Bubble&apos; in the bottom-left corner or using the &apos;Chat&apos; button on our website. If one of our agents are available, you will see the &apos;Chat&apos; button in the bottom left corner.

My order is showing as delivered, but I haven't received it. What should I do?

When placing your order you may opt in or out of PANGAIA Package Protection, if you opted in for Package Protection and paid for the Insurance this section applies to you. Parcel package protection powered by <a href="https://www.swap-commerce.com/products/protect">Swap Protect</a>. Easy and Fast issue resolution for any parcel lost, stolen or damaged in transit. We have your back. If your package is impacted by damage, loss, or theft, you can easily resolve shipping issues with Swap. New items are shipped immediately, at no cost to you, upon approval. To log your claim, please visit: https://returnsportal.co/c/pangaia Claims for packages marked &quot;delivered must be filed after 3 days and before 30 days from the date the package was marked &quot;delivered.&quot; Claims for packages presumed to be lost (where the status is not &quot;delivered&quot;) must be filed after 5 days and within 30 days from the last checkpoint. All claims must be filed within 30 days of the order date. All orders where package protection is purchased at checkout will be 100% carbon neutral. PANGAIA Protect is powered by Swap protect who purchases carbon credits through our partner Tree Nation to help reforest the globe. For more information on Swap Protect, please see: <a href="https://www.swap-commerce.com/products/protect">SWAP Protect Official Site</a>.

PANGAIA Protect

Learn what to do if you didn't recieve an order confirmation.

If you have not received your order confirmation, please check your junk or spam folder to ensure the email hasn&#x2019;t ended up in there.If you still can&#x2019;t find it, please contact us directly so we can assist you. Be sure to include the following details to us so we can locate your order:<ul><li style="font-size: 16px;">Your email address</li><li style="font-size: 16px;">Your full name</li><li style="font-size: 16px;">Your contact number</li><li style="font-size: 16px;">The last four digits of the card used to place the order</li></ul>

I didn't receive an order confirmation, what should I do?

Learn what to do if you receive the wrong tracking number for your order.

If you&#x2019;ve received the wrong tracking number from us, please provide us with your order number so we can assist you right away.Simply click the &apos;Chat&apos; button or &apos;Black Speech Bubble&apos; in the bottom left corner to contact us. If an agent is available, you can start a chat immediately. We&apos;ll investigate and send you the correct tracking information as soon as possible!

I received the wrong tracking number for my order, what should I do?

Learn what to do if you are not home when a courier attempts a delivery.

The courier will normally reattempt delivery within 48hrs, however, to avoid any delays we recommend contacting the courier directly to reschedule the delivery at your earliest convenience to avoid the parcel being returned to us. Please be aware that once a parcel is returned to our warehouse, we will be unable to reship your order back to you.

Courier attempted to deliver, but I was not at home. What should I do?

Learn what to do if you receive a faulty item.

We&#x2019;re truly sorry to hear that you&#x2019;ve received a faulty item. To help us investigate and take action, please provide the following information:<ul><li style="font-size: 16px;">Order number</li><li style="font-size: 16px;">Item name (as listed on your order confirmation)</li><li style="font-size: 16px;">A detailed description of the fault (e.g., stitching issue, fabric defect, damage during delivery, malfunctioning part)</li><li style="font-size: 16px;">Clear photos showing the fault, along with a photo of the item&#x2019;s care label or packaging (if applicable)</li></ul>Please get in touch with our customer service team with this information, and we will be more than happy to review the issue promptly and guide you through the next steps from there.

I received a faulty item, what should I do?

Learn what to do if you have a missing item from your order.

The missing item(s) may have gone out of stock. Please check your emails, including your junk mail, to see if we have contacted you about this.If not, please provide following information so we can look into this for you:<ul><li style="font-size: 16px;">Order number</li><li style="font-size: 16px;">Details of the missing item(s)</li><li style="font-size: 16px;">Any invoice associated with the order</li></ul>You can reach out to us by clicking &apos;Black Speach Bubble&apos; in the bottom left-hand corner or by using the &apos;Chat&apos; button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a &apos;Chat&apos; button.

An item is missing from my order, what should I do?

Learn what to do if you receive the wrong items in your order.

If you have received the wrong item(s) please provide following information so we can look into this for you:<ul><li style="font-size: 16px;">Order number</li><li style="font-size: 16px;">Pictures of the incorrect item(s), including label in the garment and label on the packaging</li><li style="font-size: 16px;">Any invoice associated with the order</li></ul>You can reach out to us by clicking &apos;Black Speach Bubble&apos; in the bottom left-hand corner or by using the &apos;Chat&apos; button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a &apos;Chat&apos; button.

I received the wrong item, what should I do?

Learn what to do if your parcel is damaged.

If your parcel has arrived to you in a damaged state, please provide following information so we can look into this for you:<ul><li style="font-size: 16px;">Order number</li><li style="font-size: 16px;">Pictures of the damaged parcel</li><li style="font-size: 16px;">A description of the damage</li></ul>You can reach out to us by clicking &apos;Black Speach Bubble&apos; in the bottom left-hand corner or by using the &apos;Chat&apos; button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a &apos;Chat&apos; button.

My parcel arrived damaged, what should I do?

Please note that our Customer Care team is not able to cancel or amend your order for you and we apologize for any inconvenience caused.However, you can cancel your order within 15 minutes of placing the order* by the following options:<ul><li style="font-size: 16px;">By selecting the cancel button at the bottom of the order confirmation page or the order confirmation email</li><li style="font-size: 16px;">By logging into your account, selecting the order you wish to cancel and selecting the cancel button</li></ul>If there is no cancel button in any of the above screens, there is no longer the option to cancel your order.*orders that include a Gift Card and/or Tree Credits are exempt from cancelation. As much as we would like, we are unable to make any amendments or cancelations to an order once it has been placed and your 15-minute window has passed. If necessary, we recommend rejecting the delivery on arrival. If rejected, please let us know so we can make sure your refund is processed accordingly. If you wish to return your order please visit our returns hub here and follow the on-screen instructions to generate your returns label.

Can I cancel my order?

Learn about making ammendments to your order.

Please note that our Customer Care team is not able to cancel or amend your order for you and we apologise for any inconvenience caused.If you wish to amend an item, please cancel your order using the steps below within 15 minutes of placing the order* by the following options:<ul><li style="font-size: 16px;">By selecting the cancel button at the bottom of the order confirmation page or the order confirmation email</li><li style="font-size: 16px;">By logging into your account, selecting the order you wish to cancel and selecting the cancel button</li></ul>If there is no cancel button in any of the above screens, there is no longer the option to cancel your order.*orders that include a Gift Card and/or Tree Credits are exempt from cancellation. As much as we would like, we are unable to make any amendments or cancellations to an order once it has been placed and your 15-minute window has passed. If necessary, we recommend rejecting the delivery on arrival. If rejected, please let us know so we can make sure your refund is processed accordingly. If you wish to return your order, please visit our returns hub <a href="https://startreturn.pangaia.com/?_gl=1*336x6k*_gcl_aw*R0NMLjE3Mzk4MDE0MDAuQ2p3S0NBaUEyY3U5QmhCaEVpd0FmdDZJeEN6X3ozYlBrZ2JVR1JzdEduN3dDeC1nSXdTdjhNY2NNUHpSUjBxU2Q1bmxyXzhEeHpwWDRSb0NaT0FRQXZEX0J3RQ..*_gcl_au*MTc5NjAxOTAzLjE3MzczNzE2NzM.*_ga*OTAwNjQwMzk1LjE3MzczNzE2Nzc.*_ga_JE3PS1R85N*MTc0MjM5NzI3NS4yNy4wLjE3NDIzOTcyNzkuNTYuMC4w*_ga_DC35J2X53F*MTc0MjM5NzI3NS42Ni4xLjE3NDIzOTcyODIuNTMuMC4xNTEwMTYxMjc1" rel="noopener noreferrer" target="_blank">here</a> and follow the on-screen instructions to generate your returns label.

Can I make amendments to my order?

At this time we are unable to combine the shipping of multiple orders. We apologize for any inconvenience.

Can I combine the shipping of my orders?

Email us at customerservice@thepangaia.com

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