Returns
ORDER AND DELIVERY
I MADE A MISTAKE IN MY SHIPPING ADDRESS/ORDER, HOW CAN I CHANGE IT?
It is not possible to change the shipping address once the order has been placed. Our aim is to ship all orders as quickly as possible. For this reason, our warehouse processes orders approximately 30 minutes after receipt.
If you need to make any changes, please contact us at hello@pacificandco.com and we will do our best to help you.
I HAVE RECEIVED THE WRONG PRODUCT/SIZE – WHAT SHOULD I DO?
Please contact us via the form if you receive a delivery with the wrong products or size. We will replace the product. Please provide us with your order ID number.
HOW LONG DOES DELIVERY TAKE?
All orders are shipped from our warehouse in Barcelona. Delivery time depends on the destination country. Delivery time to the Peninsula is 48/72 and outside the Peninsula the estimated time is 5-6 days.
(During the Christmas campaign, delivery times may be a little longer than usual).
WHAT SHOULD I DO IF MY ORDER HAS NOT BEEN DELIVERED YET?
Delivery time depends on the destination country. Delivery time to the Peninsula is 48/72 and outside the Peninsula the estimated time is 5-6 days.
Please wait until this period has passed to receive your order. If the delivery time is delayed by more than 5 business days and you have not yet received your order, please click here so we can help you with your query.
HOW MUCH DOES SHIPPING COST?
Shipping costs are free for orders of €35 or more. If the total of your order is less than this amount, an additional charge of €3.5 will be added to your order if the shipment is to the Iberian Peninsula. For the Balearic Islands, Canary Islands, Ceuta and Melilla the shipping cost will be €4.85.
HOW CAN I TRACK MY ORDER?
We do not currently offer order tracking. You can write to us at hello@pacifciandco.com and we will provide you with the tracking number.
EXCHANGES AND RETURNS
WHAT IS THE RETURN POLICY?
You have the right to exchange or return items you have purchased at www.pacifciandco.com within 15 days of receipt.
All products must be unused, with tags and packaging intact. If you decide to exchange or return any product, you will be responsible for the shipping costs. As soon as we have received your return, we will proceed with the exchange. Please note that the original shipping costs will not be refunded.
We will not be responsible for any loss of products during return.
HOW CAN I RETURN OR EXCHANGE MY SOCKS?
Please make sure to follow these steps so that your return is processed correctly and efficiently:
*For your convenience, you may print and fill out this Return Form, or follow the steps below:
1. Send your articles to:
Pacific and Co.
Trafalgar Street, 56 (Left Local) 08010 Barcelona
2. Send your items in the original packaging / sealed (if applicable) and with the label intact along with the order number
3. Include instructions on how we should process your return (change of size, style, etc.) Please specify the alternative product detailing the item number and size.
(Please note that exchanges can only be made with applicable products of equal or lesser value)
As soon as we receive your return shipment, we will process your request and send you a confirmation email. Please note that we cannot cover the return shipping costs and you are responsible for any items lost in shipment.
If you have any questions about the process, please feel free to contact us.
IF I RETURN A PRODUCT, WILL I GET A REFUND?
If you return a product, the money will be transferred to you in the form of a coupon with the value of the payment that you can use within a period of 2 years.
You will receive the full amount of the items (shipping costs will not be refunded). We are not responsible for the loss of items during their return.
PAYMENT AND SECURITY
HOW CAN I PAY FOR MY ORDER?
You can pay by card, we accept Visa and MasterCard, via PayPal or Bank Transfer. The total amount (order price + shipping costs) will be deducted from your account when the purchase order is completed and approved.
IS MY PAYMENT INFORMATION SECURE?
All transactions are handled by the international payment service, Redys. Your credit card number is sent to your bank via an encrypted connection.
WILL I HAVE TO PAY CUSTOMS AND IMPORT TAXES FOR MY PACKAGE?
There are no customs or import duties in the EU. Orders to countries within the European Union are subject to VAT. This amount is already included in the price.
SIZE GUIDE
HOW DO I CHOOSE MY SOCK SIZE?
All our socks are unisex and you can find our sizes and the corresponding US, UK and European sizes for men and women in the charts below. GO TO SIZE GUIDE
WEB TROUBLESHOOTING
WHY CAN'T I PLACE MY ORDER OR MAKE PAYMENT ON YOUR WEBSITE?
If you are unable to pay on our website, please try the following steps:
1. Payment attempts may be being denied by your bank. Please contact your bank to find out if this is the case. They will be able to help you and unblock your card to allow you to try again.
2. The shipping destination country determines which website you should purchase from. To ensure you are purchasing from the correct regional website, choose the correct flag in the top left corner of the website. If you are purchasing on a mobile device, you can select the country from the drop-down menu.
3. Make sure your address does not contain invalid characters (for example: / (& # * # and so on).
4. Refresh the browser window.
5. If none of the above works, try placing your order on a different browser or clear your internet browser cookies and try again.
5. If a message appears, saying that your product(s) are not available, the problem could be that some products in your basket were sold out while you were placing your order. Please check and remove the out-of-stock products by clicking on the small X next to the product.
*If none of the above suggestions resolve your payment issue, please contact our customer service team at hello@pacificandco.com
I PLACED AN ORDER BUT I HAVE NOT RECEIVED A CONFIRMATION EMAIL. WHAT DOES THIS MEAN?
Please check your spam folder. It is possible that the confirmation email is mistaken for spam and ends up there.
Order confirmations are usually sent immediately. Occasionally, delays may occur. If you have not received any confirmation 24 hours after purchase, please contact us to check that everything is correct with your order.
CAMPAIGNS AND OFFERS
HOW DO I USE MY PROMOTION CODE?
You are required to enter the coupon code on the line marked “Coupon Code” correctly when checking out. Please make sure that no extra spaces are added when pasting in the code.
Discount codes are valid only for regular priced products, not for products that are already on sale.
Cannot be combined with any other offer or coupon code.
WHAT ARE THE CONDITIONS OF OUR CAMPAIGNS AND OFFERS?
- They are valid for a certain period of time and cannot be used before or after that period.
- They do not include already discounted products.
- The discount will be applied automatically when placing the order or you will have to enter a discount coupon in the correct field
STORES
WHERE CAN I BUY PACIFIC AND CO?
To find a store that sells Pacific and Co. in your area, please check our sales locations at help@pacificandco.com
SALES AND RETAIL
I WANT TO SELL PACIFIC AND CO- WHO DO I CONTACT?
To become a retailer, please provide us with the following information and contact us at retailers@pacificandco.com
- Company name, address and full country• Telephone number
- Email address
- Your name and surname
- Business Type: Online Only / New Business / Independent Store / Multi-Retailer
- Any additional relevant information such as other brands being made etc. (optional)
Your email will be forwarded to the distributor responsible for your country within a maximum of 72 hours. The distributor will contact you as soon as possible. Make sure to add all the requested information in order to receive a response. It is very important to receive all the information requested above, otherwise your request may be rejected.
I HAVE A COMPANY/GROUP/CLUB AND I WANT TO ORDER MORE THAN 30 PAIRS. HOW DO I DO IT?
For orders over 30 pairs we have a special discount. Please contact us at hello@pacificandco.com
It is important that you send us the following information with your request:
- Company name, Value Added Tax (VAT) number
- Billing address
- Country
- Contact details; e.g. First and Last Name, Telephone Number and Email Address
RESPONSIBLE PRODUCTION
To ensure responsible production, we supervise the entire production chain between Spain and Portugal.
Delivery in 24/48H
We deliver your new socks within 24/48 hours with secure shipping. Shipping is free for purchases of €35 or more.
Designed by artists
We collaborate with artists to create the most creative and original prints. A work of art on your feet.