PANTHERELLA ONLINE - FAQs

ORDERS

• How can I pay for my order?

We accept all major debit and credit cards so paying for your order couldn’t be simpler. All payments processed on Pantherella are dealt with by the secure payment gateway terminal Stripe ensuring a safe checkout process for you each and every time. 

• How do I know which size is right for me?

Simple, we have a detailed size guide to help you choose the correct size. Take a look at Pantherella Size Guide.

• Do I need to order the same size that I take in a shoe?

Yes, we recommend you select a sock that covers your shoe size. Please see our size guide.

• Can I order over the telephone?

Yes. That is absolutely fine one of our helpful customer service team will be more than happy to take your order and payment over the telephone. You can find our telephone number here.

• Does my delivery and billing address need to be the same?

No. You can select a different delivery address, for instance you may like your new socks to be delivered to your work address or if you are purchasing as a gift to the recipient. Simply select the ‘Ship To Different Address’ option at checkout.

• How will I know that you have received my order?

You will receive an order confirmation email. This acts as confirmation that your order has been received and all of your order details will be included in this. If you have not received this email please check your ‘Junk Mail’ or ‘Spam’ prior to contacting us.

• Where is my order?

We aim to dispatch all orders within 24 hours of them being placed. Once your order has been shipped you will receive an email confirmation of your shipping details.

• What packaging will my order arrive in?

All Pantherella orders are dispatched in secure packaging that is secure and discreet. All orders are packaged carefully by hand, so the socks arrive in excellent condition.

• I am struggling to complete my order on Pantherella. What should I do?

If you are experiencing difficulties with any aspect of the Pantherella website please get in contact with one of our friendly Customer Service members who will be more than happy to help.

• I have forgotten my password. What should I do?

If you have forgotten your password don’t worry! You can change it by following the ‘Forgotten Password’ link. Pantherella does not have access to your password for your accounts.

• How do I use a promotional code?

From time to time Pantherella will offer its customers exclusive discounts via unique discount codes. To receive updates on the special offers Pantherella hosts why not register to receive updates. Simply type your promotional code at the checkout and your discount will be added to your order. *Please note if an offer code is not used at time of checkout it cannot be redeemed afterwards.

DELIVERY

Orders placed before 12 noon will be despatched by the end of the next working day. Orders placed from 12 noon on Friday – Sunday will be despatched by Tuesday latest (if no bank holidays affect these dates).  We will advise you via email when your goods are despatched. For standard delivery Pantherella will dispatch your order via Royal Mail. If you have opted to have your order delivered Next Day Pantherella uses the courier UPS.

RETURNS AND EXCHANGES

We hope that you are pleased with your purchase that you have ordered from us, but if you do need to return an item to us, you can view our full returns procedure by clicking here.

• Do I have to pay to return goods?

Pantherella offer its customers free returns in the UK. If you are returning an item to us for refund or exchange, please fill in our returns/exchanges form and use the freepost label to return your order back to Pantherella. For your own protection, we recommend that you request a proof of postage from your local post office. In the event that you have been sent an incorrect item, please contact us in the first instance. Our Customer Service team will be able to advise.

If the item is faulty, please fill out our exchange and returns form and return with the goods. It is essential for both hygiene and for a thorough assessment that faulty items are returned to us in a clean, dry and presentable fashion

• How do I return goods?

If you wish to return goods, please use the exchange and returns form that was despatched with your order. If you cannot find this please contact our Customer Services team to request another copy. Goods without a returns form may not be credited as we cannot process these without the information requested on them.

• How are refunds credited?

Refunds for returned goods will be credited to the card used to pay for the original order through Stripe.

• How long will it take to receive my refund?

Your refund will be processed as quickly as possible. Returns and credits are processed within 10 working days and we will email you to let you know.

• Can I return the goods in person to your warehouse?

Unfortunately, for security reasons we are unable to accept any orders returned to our warehouse in person.

• I am buying the socks as a present, what happens if they need to be exchanged?

As long as the socks have not been worn and they are returned in the same condition that they were received in they can be exchanged within 28 days

COOKIES

• What are Cookies?

Cookies are a piece of information that is stored on your computer’s hard drive by your web browser which tracks your movements with websites. Pantherella uses cookies to make your shopping experience more personal to you, such as to keep track of your shopping bag. Cookies are designed to assist your shopping. Most browsers are automatically set up to accept cookies, if you choose not to set up to accept cookies you may still use most features of the website including the ability to purchase items. For full information on Cookies and how to delete them please visit aboutcookies.org please note that we can't be responsible for the content of external websites  

MY ACCOUNT

• I have forgotten my password. How can I get into my account?

If you have forgotten your password click on My Account / Log In at the top of the home page and then click on the 'Forgot your password' link. This will take you to another page and you will need to enter your email address. Once you have submitted this you will get an email to the address that you entered. If you follow the link on this email you can reset your password.

• How can I view previous orders I have placed?

If you log into your account you can view all of your past orders making it easy to see the sizes and styles you have had in the past. It is also a quick way to reorder your favourites.

EMAILS

• How can I subscribe to Pantherella Emails?

From time to time we like to send our customers exclusive discounts, special offers, behind the scenes news, new product information and other Pantherella information. To receive this information you need to be subscribed to Pantherella’s Emails by Registering. Simply Register your details to be upto date on the world of Pantherella. To unsubscribe simply select the ‘unsubscribe’ option which is present in every email we send

• My Pantherella order isn’t quite right. How can I return my order?

Pantherella offer all its customers a quick and simple returns policy. To find out how to return your order please check out our Returns Policy.

• I’ve received a faulty product, what happens now?

Pantherella operates a very thorough and strict quality control process and our socks are produced to the highest of standards and hand checked (this is something we are very proud of!) it is unlikely that you should receive a faulty item. However, of course if this does happen please accept our sincere apologies and contact our Customer Service team as soon as possible. We will ensure that your faulty item can be returned to Pantherella free of charge and a replacement pair will be dispatched to you.

• How do I know if my return has been received?

Returns may take up to 14 days to be processed within our warehouse. Once your return has been received you will receive confirmation from our Customer Service team advising you of the action that we have taken. If you have not received this email after ten working days please Contact Us.

Washing & Care Instructions

• How do I care for my Pantherella socks?

Great care has been put into the creation of your Pantherella socks and to keep them in their premium condition we ask you follow the washing and care instruction on the labels.

As a guide, most of our socks are machine washable at 40°C.

However, we advise that our cashmere and silk socks are handwash only.

The other symbols represent:

• Do not Iron
• Do not bleach
• Do not tumble dry
• Do not dry clean.

PAYMENT PROTECTION AND SECURITY

• Is the Pantherella website secure?

Wehave taken every care to ensure the security of the Pantherella website and follow numerous recommended and compulsory guidelines. All of our payments and associated payment information is handled through Stripe and adopts industry standard security methods such as SSL encryption to protect your personal information.

• What does SSL mean, how do I know the website is safe?

Pantherella uses Secure Socket Layer (SSL) technology. This means your data is encrypted and protected when you send data to Pantherella over the Internet. You can tell a site uses and has SSL enabled when you see a padlock at the top of your browser. You will also notice at the location field at the top of the browser it will being with ‘https’ instead of the normal ‘http’ This means you are in secure mode.  

• Mastercard® Secure Code. What is this?

MasterCard SecureCode is an online security system that protects your card against unauthorised use when you shop online. When you shop at participating online stores you will enter your MasterCard® SecureCode password in the same way you would enter your pin at the ATM. It means that only you can use your MasterCard® online. Giving you the same assurances you have when you use your card on the high street. Pantherella has no control over Mastercard® Secure Code this process is run by your own bank for your security. Pantherella does not have access to your MasterCard® SecureCode password.

STOCKIST INFORMATION

• Where is my nearest Pantherella stockist?

Pantherella socks are stocked in some of the worlds most renowned and glamorous shops such as Harrods, Libertys and Selfridges to name just a few. If you are unable to find a local stockist we recommend shopping with Pantherella directly to shop the widest choice of styles and sizes of Pantherella Socks.