FAQ

Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us an email at info.pantyhoez@gmail.com

Processing time:

We aim to dispatch your order within 1-5 working days via Royal Mail / USPS. 

We do not ship on weekends or bank holidays.

How long will it take for my order to arrive?

Since your shipment tracking code is sent, the estimated shipping time will depend on your location:

UK: NEXT WORKING DAY

EUROPE: 2-5 working days

UNITED STATES: 4-6 working days

REST OF THE WORLD: 6-8 working days

The time of delivery might be increased if applicable customs clearance. Any duties/VAT are the sole responsibility of the client and not Panty Hoez.


How do i buy something i see on Instagram?

All items posted to instagram are available for purchase on a first come basis. The item will either be tagged in the post so you can click to be directed to our site to purchase or we provide a swipe up to the product page on our stories. All items are available on our website as well for direct purchase.


Do you accept returns?

We do not. All sales are final. Please make sure prior to purchasing that you read the product description thoroughly, Feel free to reach out to us if you need additional info prior to purchasing. There are unfortunately no exceptions. 


Why have I not received a response to my email?

Your email and inquiry is important to us. We aim to respond to all email inquiries within 1 business day. Our mailbox is monitored between 9am - 5pm , and our customer service department is closed on weekends and holidays


Has my order been accepted?

After your payment has been accepted you will be redirected to a page confirming your payment. You will then receive a confirmation email which will include the details of your order.

If you do not appear to have received this email, we advise you to check in your spam email. If needs be, we ask that you contact customer services indicating the date and the sum of the order


The item I want is currently out of stock. Will the stock be replenished?

If the item you want is out of stock, please check back on our website and instagram for the opportunity to pre order.


Why didn’t I receive my order or shipping confirmation email?

We send out a confirmation email when the order is placed. After the order ships, you will receive a shipping email that includes tracking information. Please check that your registered email is correct.

If you haven't received any email updates about your order, it is likely the email was marked as spam/junk.

If you haven't received your shipping confirmation email, it is possible your order hasn't shipped yet.


Will I receive a confirmation number when I place my order?

Yes, all customers will receive an order number and further details after placing their orders. 

Please contact us if you don't receive one within 24 hours


What if I made a mistake in my shipping address?

If you have made a mistake in your shipping address please email info.pantyhoez@gmail.com within 2 hours of placing your order. You must make the subject line 'CHANGE OF ADDRESS' and provide your full name, order number and corrected shipping address


Can i change or cancel an order i just placed?

We're so sorry, we're not able to change or cancel orders after they are placed, our team works hard to ensure that this is dispatched as quickly as possible. This means that we're not always able to change any order details once the order has been confirmed. Always double check before you confirm your order. But we bet you'll love it once you see it!


What should I do if I receive an incorrect or faulty item?

We're sorry to hear that you've received an incorrect or faulty item. So we can get this sorted for you, please drop us a message with the following info:

- Your name

- Your order number

- Picture of the fault / incorrect item 


Can i post about Panty Hoez on social media?

Of course, as long as you tag your photo with the @pantyhoez. We will be happy to repost you on our account.


Do you ship to all countries?

Yes, we ship worldwide!


Who can I contact if I have a problem with my order?

All inquiries can be forwarded to info.pantyhoez@gmail.com


Which currency will I be charged in?

We process all orders in GBP. You will checkout using GBP at the most current exchange rate.


If I enter my email address will you sell my information?

We do not sell our customers information. Emails are strictly for follow-up and to send newsletters of our promotions and coupons for discounts 


Do you have any physical shops?

Sorry, we don't have any physical shops. Your mobile phone is effectively a store in your pocket. Put the kettle on and shop away without ever worrying about opening hours!


How much are customs and import taxes?

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.

Import duties are calculated and charged by local customs authorities in many of the countries we ship to. If this applies, this will be an additional cost to you. It is likely you will be required to pay the import duty to your local customs authority before the goods can be released to your delivery address, so please take into account that this will increase the delivery time stated by the delivery service.

Note: Some countries have been known to take between 2~4 weeks to clear customs.  For more details on refund policy caused by delay in customs clearance please see Return Policy.


Payment

We accept payment via secure payment gateway Stripe. All major credit cards can be used at checkout via Stripe