Are there shipping costs?
Shipping cost depends on the number of pairs purchased and the country of shipment. You can check the shipping cost of your order during the checkout process. Shipping costs are not refundable in case of return.
What is the estimated time of delivery for orders?
Estimated time of arrival is from the time the order is placed, as long as it is made before 11.59 h Monday through Friday. If made after the indicated times, the period shall run from the next business day.
During sale periods and Christmas the delivery time may be longer than usual.
How I can track my orders?
Simply follow the link "Trace shipment" of your confirmation order.
Can I receive my order at a different address other than my home address?
Yes, we can send your order to your work address or to a friend, relative or neighbour of your choice.
At the end of the buying process, please indicate the desired delivery address, the name of the company if required (in the 'Surname' or 'Address' fields), and full name of the person who will sign upon delivery of the package.
What happens if I´m not at the delivery address when my package is delivered?
All deliveries must be signed for.
If you are not at home to sign for a delivery, the courier will leave a notification card with information and instructions on how to arrange a new date for delivery or how to pick it up from one of the courier´s offices.
It is also possible for a friend, neighbour or colleague to sign for the reception of the package at the delivery address.
How I can find a shop or a Panama Jack distributor in my city?
Order and Payment
How can I be sure my purchase has been successful?
When you complete the checkout process you will receive a confirmation message sent to the e-mail address you provided in which you will be able to view all your order details.
What forms of payment I can use?
We currently accept the following payment methods: Visa Credit, Visa Debit, MasterCard and Paypal.
What should I do when the payment of my order has been rejected?
If your payment is rejected, you can click on the "Retry" option. Double check your credit card details and reprocess the payment.
You also have the opportunity to choose another payment method or contact our Customer Service. For more information on the reasons for payment refusal, please contact your credit card service provider.
Returns and cancellations
How can I return my order?
You can check the return process here: www.panamajack.lu/en/returns
We can only admit items for returns that are in perfect condition.
Please try the items on as if you were in a shop. Treat them with care without overdoing the walking and without removing any label or accessory.
What is the time frame to make a return?
If you need to return a product, you can do so within 30 working days from the date of receipt of order.
Please take into account we can only accept returns from articles that are returned in its original condition.
Is there a cost for a refund?
Returns are free of cost.
Can I change my order?
You can make a return and settle a new order. We don´t have exchange service.
When will I receive my refund?
If you are returning a product, we will refund an amount equal to the purchase price within a maximum of 3-4 working days from the date we receive the package.
You will receive a confirmation per email as soon as we process your return.
The refund will be made using the same method of payment that the customer used when making the purchase.
I have a problem with my Panama Jack footwear. What should I do?
If the footwear was bought at our online store panamajack.es you can write us an email to our Customer Care service in order to review your case. If they were bought in a store please contact them who will be able to help you attending to their policies.
How can I cancel my order if I do not want to receive it?
As long as your order has not been shipped, it is possible to cancel the order through our 'Returns' section. You will only need your order number and email address.
You can also contact us by sending an email or call our Customer Service and we will also gladly cancel it for you.
Cleaning and Maintenance
How can I clean and maintain my Panama Jacks?
Your Panama Jacks need to be cleaned and cared for according to the leather they’re made of. Do this, and they’ll get you through all kinds of adventures! If your Panama Jacks are made of more than one kind of leather, clean each one following the specific recommendations. Visit our care and cleaning page to find out how to look after yours.
Do I have to apply Waterproof Spray to my boots?
It is not essential, as the boots are ready to use, but if you apply a colourless waterproof spray, it will reinforce the protection against water and stains.
What happens when I put cream or grease on my Panama Jacks?
Before putting grease on your Panama Jacks, check what kind of care they need.
We recommend applying cream or grease when, due to wear, the leather of your Panama Jacks has lost colour or looks dry. To ensure that your footwear remains the same colour all over, apply the cream or grease evenly in small amounts over the whole surface of the leather.BeforeAfter
Click on this link to find out more about how to apply cream or grease to your leather boots.