returns

ORDER AND DELIVERY

I MADE A MISTAKE IN MY SHIPPING/ORDER ADDRESS, HOW CAN I CHANGE IT?
It is not possible to change the shipping address once the order has been placed. Our goal is to ship all orders as quickly as possible. For this reason, our warehouse processes them 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 RECEIVED THE WRONG PRODUCT/SIZE – WHAT SHOULD I DO?
Contact us through the form in case of receiving a delivery with wrong products or size. We will replace the products. 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 country of destination. The 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 STILL NOT BEEN DELIVERED?
Delivery time depends on the country of destination. The 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 still have not received your order, please click here to help you with your query.

HOW MUCH IS THE SHIPPING?
Shipping costs are free for orders of €35 or more. If the total of your order is less than that amount, an additional charge of €3.5 will be added to your order if the shipment goes to the Iberian Peninsula. For the Balearic Islands, the Canary Islands, Ceuta and Melilla the shipping cost will be €4.85.

HOW CAN I TRACK MY ORDER?
We currently do not offer order tracking service. You can write to us at hello@pacifciandco.com and we will provide you with the tracking number.

RETURNS & EXCHANGES

WHAT IS THE RETURN POLICY?

You have the right to change or return the 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 to make the change. Please note that the original shipping costs will not be refunded.
We will not be responsible for the loss of the products during the 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 can print and fill out this Return Form, or follow the steps below:

1. Send your articles to:
Pacific and Co.
Calle Trafalgar, 56 – Barcelona (08010) Spain

2. Send your items in the original / sealed packaging (if applicable) and with the label intact along with the order number

3. Include instructions on how we should process your return (exchange of size, style….) 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 return shipping costs and you are responsible for items lost in shipping.
If you have questions about the process, feel free to contact us.

IF I RETURN A PRODUCT, DO 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 2 years.
You will receive the full amount of the items (the shipping cost will not be refunded). We are not responsible for items lost during 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 over an encrypted connection.

WILL I HAVE TO PAY CUSTOMS AND IMPORT TAXES ON MY PACKAGE?
There are no customs or import charges in the EU. Orders to countries of the European Union are subject to VAT. This amount is already included in the price.

SIZE GUIDE

HOW DO I CHOOSE THE SIZE OF MY SOCKS?
All our socks are unisex and in the lists below you can find our sizes and the corresponding US, UK and European sizes for men and women. GO to Size Guide

WEB TROUBLESHOOTING

WHY CAN’T I PLACE MY ORDER OR MAKE THE 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. Contact your bank to find out if this is the case. They will be able to assist you and unlock your card to allow you to try again.

2. The shipping destination country determines which website you should shop from. To make sure you’re shopping on the correct regional website, choose the correct flag in the top left corner of the website. If you are shopping on a mobile device, you can select the country from the dropdown 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, please try placing your order in 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 while you were placing your order. Please check and remove out of stock products by clicking the small X next to the product.

*If none of the above suggestions resolve your payment issue, please contact the customer support team at hello@pacificandco.com

I HAVE PLACED AN ORDER BUT I HAVE NOT RECEIVED A CONFIRMATION EMAIL. WHAT DOES THIS MEAN?
Please check the spam folder. It is possible that the confirmation email is mistaken for spam and ends up there.

The order confirmation is usually sent immediately. There may be delays on certain occasions. If 24 hours after the purchase you have not received any confirmation, please contact us to check that everything is correct with your order.

CAMPAIGNS AND OFFERS

HOW DO I USE MY PROMOTION CODE?

You need to enter the coupon code on the correct line marked “Coupon Code” at checkout. Please make sure no extra spaces are added when pasting into 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 and coupon code.

WHAT ARE THE CONDITIONS OF OUR CAMPAIGNS AND OFFERS?

• They are valid for a certain 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 visit our store locator here

SALE AND RETAIL

I WANT TO SELL PACIFIC AND CO- WHO DO I CONTACT?
Please, to become a retailer, 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 last name
• Business Type: Online Only / New Business / Independent Store / Multiple Retailer
• Any additional pertinent information, such as other marks that are made, etc. (optional)

Your email will be redirected to the distributor responsible for your country within a maximum of 72 hours. The distributor will contact you as soon as possible. Be sure to add all the requested information in order to receive a response. It is very important that you receive all of the information requested above, otherwise your application may be rejected.

I HAVE A COMPANY/GRUPETA/CLUB AND I WANT TO ORDER + 30 PAIRS, HOW DO I DO IT?
For orders over 30 pairs we have a special discount. Contact us at hello@pacificandco.com
It is important that with your request you send us the following information:

• Company Name, Value Added Tax (VAT) Number
• Billing Address
• Country
• Contact details; e.g. Name and Surname, Telephone Number and Email Address