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How long does delivery take?

Ordered before 20:00 on working days, delivered the next working day.

What should I do if I received the wrong product?

If you placed your order from our online shop and received the wrong product, please contact us and we’ll help you with the return and refund process.

How much will delivery cost?

Pacinos offer free shipping on all orders above €50. If the order amount is below, shipping costs of € 4.95 will be charged.

When do I receive the track & trace code?

You receive the track & trace code when your order is shipped.

What should I do if I haven’t received my package?

We always aim to deliver your order within our standard delivery times, but sometimes unexpected factors can cause delays in your delivery. Please contact us and we’ll help you.

How much does it cost to return a product(s)?

Good news. Returning products doesn't cost a thing.

When will I get my refund after I returned my order?

After you drop off your return package at the local drop off point, it can take 1-3 working days for the package to get to our warehouse. You will receive your refund within 14 days via the same method that you used to pay for the product(s).

Can I exchange my product(s)?

We are currently not able to offer exchanges for items purchased from our online shop. The best thing to do is to return your unwanted item(s) to us for a refund and place a new order.

How many days do I have to return my order?

Returns are free & easy within 14 days of receiving your order.

How do I return my product(s)?

Returning products doesn't cost a thing. Please contact us and we’ll help you with the return and refund process.

Why is my online order cancelled?

This can have a few reasons:

  • You notified us that you want to cancel the order.
  • You (accidentally) entered the same order twice.
  • The products you ordered can unfortunately not be delivered (in time).
  • Your payment was not received by us in time.
How do I manage the content of my shopping bag?

Go to the shopping bag icon at the top right corner of any page. From there you can manage the content of your shopping bag.

  • To change the quantity of a product, click the product quantity box and select the number you want to order.
  • To delete a product, click on the cross after the specific product.
  • To place an article on your wish list, click on the heart after the specific product.
What emails will I receive regarding my order?

Typically, you’ll receive the following emails in regards to your order:

  • Order confirmation email to acknowledge we have successfully received your order.
  • Shipping email containing your Track & Trace code.

In the case of a return, the following emails will be sent for your assurance:

  • Confirmation email once we have received your return at our warehouse and the refund has been authorised.

Upon cancelling your order, we’ll send you a cancellation confirmation email to confirm your order has been cancelled.

Will I receive a copy of my invoice?

Yes, we will email you a PDF copy of your invoice. You will receive this as an attachment in the confirmation email of your order.

Which payment methods do you accept?

We accept the following payment methods: iDeal, PayPal, MasterCard, Visa, Maestro, ING Home’Pay, Cartes Bancaire, KBC, Belfius en Bancontact Mister Cash.

Can my delivery and billing address be different?

Yes, your delivery address can be different from your billing address as long as both addresses are in the same country. All you need to do is click on the box that says 'Send to a different address’ and then you can enter in your correct billing details. 

Where can I find my order number?

A few minutes after we receive your order, we’ll send you a confirmation email that includes your order number. If you can’t find your confirmation email, check your spam folder. If you are using Gmail, check the promotions folder. If you recently made your purchase, be aware that it may take up to five minutes to process your order before you get your confirmation email. If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email. But don’t worry, your order will still be processed as normal.

Why can't I find my order in my order history?

It may be that you placed your order using the guest checkout option. In this case, the order is not associated with a registered account.

How long after receiving my confirmation email will I be able to track my order?

After you receive your shipment confirmation email, it can take up to 24 hours before you will be able to track the package online. This is because your carrier needs to scan your package before you can track it. It can take slightly longer if there’s a weekend in between.

Do I need to create an account to buy from your online shop?

You don't need to have an account to place an order. However, having an account can save you time during checkout as it securely saves your address and payment details for future purchases. It’s not necessary though if you just want to place an order.

How do I know if my order is processed?

You will receive an order confirmation email when your order has been placed successfully. Once you receive the shipment email your order has been processed successfully.

How do I reset my account password?

It’s easy to reset your password. Start off by going to the account sign in page. Click ‘Forgot your password?’ then enter the email address you use to get into your account. Click ‘Submit’, and we'll send you a password reset confirmation straight away.

How do I change my account settings?

Go to the account icon at the top right corner of any page. Log in to your account to change your settings. You can change various details by navigating on the left side under 'My account'.

How do I stop receiving newsletters or other marketing emails?

Click ‘Unsubscribe’ at the bottom of the newsletter or marketing email that you want to unsubscribe from.

How can I sign up for newsletters?

There are 3 ways to sign up for our newsletter:

  • Go to the bottom of any page on the online shop.
  • Log in to your account. Go to 'Newsletter'. Update your preferences and click on 'Save'.
  • When completing your order, click on the box that says "Keep me informed of promotions and discounts!".
How do I create an account?

It’s easy to create an account. The first step is to click on the account icon at the top right corner of any page. Choose ‘Create an account’ to start the process. Once there you should enter your personal information. Complete the process by clicking ‘Register’. Congratulations, you made your account.

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