Frequent questions

Are there delivery costs?

Free Home and Store Delivery. Delivery in 4-6 business days.

Express delivery. €10 for next business day delivery on orders before 11:59 AM.

Accessories. Delivery costs are 2.90€ and returns are not allowed.

Free Returns. You have 30 days to return for free.

What is the delivery time for orders?

Receive your order in 4 or 6 business days.

During sales and Christmas periods, the delivery time may be longer than usual.

Where is my order located?

You can check the tracking of your order at any time in the “Orders” section of your user account.

If you have purchased as a guest, you will receive an email from the logistics company in charge of your order with a link so you can know the delivery status of your order.

What countries do you ship to?

We ship to Spain, Germany, Austria, Holland, Czech Republic, Belgium, France, Luxembourg, Italy, Ireland, Finland, Denmark, Belgium, Sweden, Hungary, Poland and Portugal, however, currently shipping to the UK, Canary Islands, Switzerland and Norway is not available.

Can I receive my order at an address other than my home address?

Yes, we can send the order to your work or the address of a friend, family member or neighbor. You just have to fill in the desired delivery address and the name of the person who will sign for receipt of the package in the order.

What happens if I am not at the delivery address when my order is delivered?

If you are not at home to pick up the order, the courier service will contact you to arrange a new delivery or will deposit your package at the nearest store.

Which courier will deliver my order?

We deliver our standard shipments via the DHL and UPS couriers. And the latter will be the express courier.

Where can I find a Panama Jack point of sale?

Please consult our customer service department on the contact page or in the chat.

Orders and Payment
How can I be sure that I have made my purchase correctly?

Upon completing the purchase process you will receive an email in which you will be able to see all the details of your order.

What payment methods can I use?

You can pay by Visa, MasterCard, Maestro, American Express, UnionPay, Shop Pay, Apple Pay, Google Pay and Paypal.

SSL encryption guarantees the security of your purchases and your data.

We do not have cash on delivery or transfer payment.

What should I do when payment for my order has been rejected?

You can click on the “Try again” option, verifying your card details again. You can also try to complete the purchase with another payment method.

For more information about the reasons for payment rejection, please contact your financial institution.

Returns and cancellations
How can I return my order?

1. Access our returns portal.

You will find the link button to our portal at the bottom of this page. Access this portal and complete the form with the information we request.

2. Prepare the package and hand it to the delivery person or leave it at the chosen UPS point .

You can download a return label when processing it online.

3. Receive your refund in 15 days maximum.

VERY IMPORTANT: We will only accept returns of products that are in perfect condition. Please try on the product as if you were in a store and treat it with care, without walking around too much or removing its labels, accessories or seals.

What is the deadline to make a return?

You have 30 days from the date of delivery or invoice date.

Is there any cost for the return?

Returns are totally free.

Delivery costs will not be refunded in case of return.

Can I change my order?

You can return the product and make a new purchase, since changes cannot be made.

When will I receive my refund?

You will receive your refund in the same payment method within a maximum period of 15 days, counting from the day you process the return.

We will write you an email confirming the refund.

Where can I solve a problem I have with my shoes?

If you purchased the footwear in our online store, write to our customer service team to indicate the steps to follow. If the purchase was made in a store, you have to contact the establishment to review what happened.

How can I cancel or modify my order?

You can cancel and modify your order -if it has not yet been sent- from your purchase confirmation email by clicking the "Modify Order" button.

Which courier will do my return?

Our returns are made by UPS courier services.

Cleaning and maintenance
How can I clean my Panama Jacks?

Your Panama Jacks will need a type of maintenance depending on the type of skin.

If they are made of oiled nappa , wipe them with a dry or damp cloth to remove the stains and apply shoe grease with a sponge, they will look great.

If they are made of nappa leather , wipe them with a dry or damp cloth to remove the stains and use a little shoe nourishing cream, it gives them nutrition and shine.

If they are made of nubuck or "fur", brush your boots with a special brush for nubuck leather to clean the dirt and lift the hair, the boots appreciate it very much and look perfect.

You can find more information here

Do I have to apply waterproof spray to my boots?

It is not essential, since the boots are ready to be worn, but using a colorless waterproof spray on your boots will reinforce protection against stains and water.

My account
How do I reset my password?

To reset your password, click on the login button at the top right. Click on forgot your password, then enter your email address, and you will receive an email with instructions on how to restore your password.