European Union
We deliver to EU countries. The United Kingdom is not included.
Shipping, returns & refunds
Clear delivery, simple returns, no hidden steps.
Everything you need to know before and after ordering from Pamuuc.
We ship across the EU and work with weekly pre-orders. Every return must be requested from your Pamuuc account, so the process stays clear from order confirmation to refund.
2 to 5 business days
Once dispatched, in-stock items usually arrive within 2 to 5 business days.
Around 12 days
Pre-order pieces usually ship around 12 days after the weekly window closes.
14 days
Returns must be requested from your Pamuuc account and handed to the carrier within 14 days of delivery. Final sale pieces are excluded.
01
Shipping overview
We currently deliver to countries within the European Union. The United Kingdom is not included. Delivery restrictions and accepted payment methods are shown at checkout before you confirm your order.
In-stock items are prepared for shipment as soon as possible. Once your parcel has been dispatched, delivery usually takes 2 to 5 business days, depending on the destination.
Unless otherwise agreed, orders are delivered within 30 days of purchase. If something changes, we will contact you with a clear update.
02
How pre-order shipping works
At Pamuuc, we work with a weekly pre-order system. The pre-order window opens every Monday and closes every Sunday at 23:59. During that time, you can choose your piece, size and colour, then place your order as usual.
When the window closes on Sunday night, the weekly batch is locked. On Monday morning, we send the confirmed orders to our production partners. From there, the fabric is prepared and cut, the pieces are sent for embroidery or finishing when needed, then everything moves into manufacturing.
Pre-order pieces usually ship around 12 days after the weekly window closes. In practical terms, that often means shipping around the Friday of the following week after production starts. This timing is an estimate and can be slightly faster or slightly longer during busy production periods.
Once your order is ready to leave, you will receive GLS tracking so you can follow the parcel until it reaches you. After dispatch, GLS delivery usually takes 2 to 5 business days, depending on the destination.
Pre-order opens
You choose your piece, size and colour.
Batch closes
Your confirmed order joins that week's production batch.
Production starts
The batch is sent to our production partners.
GLS tracking
You receive tracking once your parcel leaves us.
03
Tracking and order status
Once your parcel ships, you will receive an email with your tracking number. Tracking can sometimes take up to 48 hours to activate after the parcel has been collected.
If you have not received your order within 5 days after your shipping confirmation, contact us with your name and order number so we can check it for you.
04
Combined orders
If your cart contains both pre-order and in-stock items, the full order will ship together once the pre-order pieces are ready.
If you want to receive in-stock pieces sooner, please place a separate order for them. This lets us prepare and ship the available items without waiting for the pre-order batch.
05
How to start a return
Every return starts in your Pamuuc account. This is the only accepted way to open a return, and it is what lets us match the parcel to your order and release your refund. Please follow the steps below and keep your drop-off receipt until your refund has been processed.
- Sign in to your Pamuuc account: account.pamuuc.com.
- Open the order you want to return and select the items and the reason for the return.
- Submit your return request. You will receive an email confirming that we have received it.
- We review the request. If it is approved, you receive a second email confirming the approval, with your return label attached.
- Print that label, attach it securely to your parcel, and drop it off at your nearest GLS parcel shop: GLS shop finder. Keep your carrier receipt.
This condition applies to every return
A return is only valid once it has been requested from your Pamuuc account and approved by us in writing. Do not send anything back before you have received the approval email with your return label.
Parcels sent back outside this process do not follow our Terms and Conditions. That includes returns created directly with a carrier, parcels sent without an approved return request, parcels sent to any address we have not given you in an approval email, and parcels sent after a request has been declined. We cannot identify or accept these parcels, no refund or credit of any amount will be issued for them, and they may be refused or returned to sender at your own cost.
This applies to all orders, without exception. It does not remove your statutory right of withdrawal, which follows the legal rules set out in our Refund Policy.
06
Return costs
We subsidise the cost of returns through GLS so the process stays simple and predictable. The return label is issued by us and sent to you once your return request has been approved.
For standard returns, you pay a flat fee of €8 per order. This amount is deducted from your refund after the return has been approved.
Original outbound delivery fees are not refunded for standard returns. Statutory withdrawal rights follow the legal rules in our Returns Policy.
07
Return conditions and refund timeline
The return must have been requested from your Pamuuc account and approved by us before the parcel is sent. Returns sent back any other way are not accepted and are not refunded.
Items must be unworn, unwashed and in their original condition, with all tags attached.
Returns must be handed to the carrier within 14 days of delivery. Creating a return label is not enough. The parcel must be physically dropped off with GLS within the return period.
You are responsible for the parcel until we receive it, unless we arranged collection. Please always keep your carrier receipt.
Once GLS delivers your return to us, approved returns are processed in the order they are received. We work through the queue on a first come, first served basis and issue each refund as soon as it reaches the front. Refunds are sent to your original payment method, minus the €8 return fee where applicable. Statutory withdrawal refunds follow the timing set out in our Refund Policy.
08
Exchanges
We do not process direct exchanges. If you would like another size or colour, please return your item for a refund and place a new order online.
For pre-order pieces, we recommend contacting us quickly if you notice a size or colour mistake before Sunday at 23:59. Once the weekly batch has been sent to production, changes become much more limited.
09
Final sale items
Some pieces are sold as final sale. These are the last units of a closed production batch, sold at a reduced price. They are marked as final sale on the product page and at checkout, so you always know before you order.
Final sale pieces are excluded from the 14-day return window. They cannot be returned, exchanged or refunded, including for size or fit reasons. No GLS return label is issued for them, and the €8 return fee does not apply because no return is accepted.
If a final sale piece arrives damaged, defective or is not the item you ordered, this policy does not apply. Contact us at info@pamuuc.com within 14 days of delivery with your order number and a photo, and we will repair, replace or refund it. Statutory withdrawal rights follow the legal rules in our Returns Policy.
Final sale pieces ship from existing stock, so they are not held for a weekly production batch. If your order also contains a pre-order piece, the full order ships together as described in section 04.
The full conditions are set out on our Final Sale page.
Shipping and returns questions, answered simply
Where does Pamuuc ship?
We ship to countries within the European Union. The United Kingdom is not included.
How long does delivery take?
In-stock items usually arrive within 2 to 5 business days after dispatch. Pre-order pieces usually ship around 12 days after the weekly pre-order window closes, then GLS delivery usually takes 2 to 5 business days.
Will I receive tracking?
Yes. Once your parcel ships, you will receive an email with GLS tracking. Tracking may take up to 48 hours to activate.
Can I return a pre-order item?
Yes. Pre-order items can be returned within 14 days after delivery, as long as they are unworn, unwashed and have their tags attached.
How much does a return cost?
For standard returns approved through your Pamuuc account, a flat €8 return fee is deducted from your refund.
How do I start a return?
Sign in at account.pamuuc.com, open your order and submit a return request. If it is approved, we email you the approval with your return label attached. This is the only accepted way to start a return.
What if I send a parcel back without requesting a return in my account?
We will not be able to accept it. A parcel sent without an approved return request does not follow our Terms and Conditions: we cannot match it to your order, no refund or credit of any amount will be issued, and the parcel may be refused or returned to sender at your own cost. Always wait for the approval email with your label before sending anything back.
Do you offer exchanges?
No. We do not process direct exchanges. Please return your item for a refund and place a new order for the size or colour you want.
Can I return a final sale piece?
No. Final sale pieces are excluded from our 14-day return window and cannot be returned, exchanged or refunded, including for size or fit reasons. If a piece arrives damaged or is the wrong item, contact us and we will take care of it.
How do I know if a piece is final sale?
It is marked as final sale on the product page and again at checkout, before you confirm your order. Everything not marked that way follows the standard 14-day return policy above.
How can I contact Pamuuc?
You can email us at info@pamuuc.com with your name, order number and question.
If anything about your order is unclear, write to us before you wait.
Include your name and order number, and we will check it for you.
