Customer service

As soon as your order is shipped, you will receive a confirmation email with a track & trace link. You can enter your order number at any time on our tracking page.

Track your order

Processing time 3-5 business days (Monday to Friday). Delivery 5-10 business days. Total expected delivery time: 8-15 business days. All orders are shipped with full track & trace.

Orders placed before 18:00 CET (Monday to Friday) are processed the same business day. Orders placed after that will be processed the next business day.

Free shipping on all orders in the Netherlands, Belgium, Czech Republic, Denmark, Italy, Poland, Romania, and Spain.

You will receive a tracking link by email as soon as your order has been shipped. It can take 24-72 hours before the tracking information becomes visible with the carrier, especially in the initial phase of transport.

If you do not receive a tracking link within 2 business days after your order confirmation, or if the tracking has not updated after 4 business days, use the contact form below with your order number. We will then work with the carrier to find out where your package is.

First check with neighbors, housemates, your mailbox, the porch, your shed or garage, and other safe places where the delivery person might have left the package. Delivery people sometimes leave a package without leaving a note.

If the package is still missing, use the contact form below with your order number. We will open an investigation with the carrier and most cases are resolved within 4 business days.

Pantinoshop currently delivers to:

• Netherlands (EUR)
• Belgium (EUR)
• Denmark (DKK)
• Czech Republic (CZK)
• Italy (EUR)
• Poland (PLN)
• Romania (RON)
• Spain (EUR)

You always pay in your local currency. For shipping to other countries, you can contact our customer service.

Free shipping on all orders in the Netherlands, Belgium, Czech Republic, Denmark, Italy, Poland, Romania, and Spain.

All shipments are sent with track & trace. We work with reliable international logistics partners; the specific carrier may vary depending on your location.

Delivery times are expressed in working days (Monday to Friday). Weekends and holidays do not count. Delays may occur due to weather conditions, holidays, or other unforeseen situations.

Use the contact form below as soon as possible after placing your order. We can change the address as long as the order has not yet been processed. Once the package is on its way to the carrier, an address change is no longer possible.

You have 14 days after receipt to withdraw your order without giving a reason. After registration, you have another 14 days to return the product. Upon withdrawal, you will receive the full purchase amount including the original shipping costs.

Because our supplier is located in Asia, a return also goes back there. Therefore, the return costs are at the customer's own expense.

Conditions:

• Undamaged, unworn, and unused.
• Original packaging with labels and price tags still attached.
• Sealed items can only be returned if the seal is intact.
• In case of damage or signs of use, a depreciation may be applied (you will be informed in advance).

First register your return via the contact form below with your order number and the products you want to return. We are happy to think along with you and look for a suitable solution together.

Return costs range between €20 and €40, depending on package size and carrier. For the exact price, you can check the rate of your chosen carrier.

You can download the statutory withdrawal form via our return policy page. Full return policy: refund policy.

1. Register your return. Use the contact form below with your order number and the products you want to return. We usually respond within 1 business day.

2. Pack the product. Make sure the product is well packed to prevent damage during transport. If possible, use the original packaging, with labels and price tags still attached.

3. Ship the product. After approval, you will receive the return address and the return form. The costs for the return shipment are at your own expense. Return costs usually range between €20 and €40, depending on size and delivery service, this may be higher. Use a shipping method with track & trace.

4. Refund. After receiving and inspecting the returned product, we will process your refund within 14 days. The amount will be refunded via the original payment method.

Start a return

The customer pays the return costs. According to our return policy:

• Return costs are usually between €20 and €40.
• Depending on size and delivery service, this amount may be higher.

If the item is defective, damaged during transport, or sent incorrectly, we will cover the full return costs. In that case, please add a clear photo of the problem to your message.

How unfortunate. Have you received a defective, damaged, or incorrect item? Please report this within 14 days of delivery via the contact form below and include:

• Your order number
• A brief description of the problem
• Clear photos of the damage or incorrect item

In case of a defective or incorrectly delivered item, you have the right to a full refund or a free replacement product. The refund will be processed within 14 days after receipt of the returned defective item.

Yes, exchanges are possible within 14 days of receipt, provided the product meets the return conditions (undamaged, unworn, in original packaging) and the desired product is in stock.

Follow the same return procedure (use the contact form below with your order number + photo) and specify which product you want to receive instead. In case of a price difference, we will contact you in advance.

Return costs (usually €20-40, possibly higher depending on size and carrier) are the customer's responsibility, unless the original item was defective, damaged, or sent incorrectly.

On each product page, you will find a special size chart with measurements in centimeters. We recommend taking your own measurements with a tape measure and comparing them to the chart for the most precise fit.

Are you between two sizes and prefer a looser fit? Then choose the larger size. For a tighter look, choose the smaller size.

The materials are listed on each product page under Materials. We work with a mix of natural and sustainable materials, depending on the product. With attention to quality, comfort, and fit.

Always check the care label inside the garment first. As a general guideline:

• Wash inside out at 30°C with similar colors
• Do not use bleach
• Dry at low temperature or hang on the line to maintain shape
• Iron at low temperature if necessary

At checkout, you can choose from the following payment methods:

• iDEAL (Netherlands)
• Bancontact (Belgium)
• Visa, Mastercard, Maestro, American Express
• Shop Pay, Apple Pay, Google Pay

All payments are processed in your local currency: EUR in the Netherlands, Belgium, Italy, and Spain, DKK in Denmark, CZK in the Czech Republic, PLN in Poland, and RON in Romania. All transactions are secured with SSL encryption and processed through trusted payment providers.

Yes. We never store your full card details on our servers. Payments are processed via PCI-DSS certified providers (Shopify Payments). Our checkout uses 256-bit SSL encryption from start to finish.

If your payment was declined at checkout, these are the most common reasons:

• The billing address does not match the address registered with your bank
• The daily spending limit has been reached
• The bank has flagged the transaction as suspicious (online purchases are sometimes blocked by default)

Try another card or payment method, or contact your bank. If it still doesn’t work, use the contact form below and we will assist you further.