City Candle Misty Sage

Customs & Import Tax

Please be advised that for countries outside the EU, as well as the Canary Islands, there may be taxes, fees, or other charges that you will be expected to pay. We recommend that you check with your local customs office before placing an order as these charges vary from country to country. We do not have any control over these charges and do not hold current duty rates on file.

If these local import and custom charges are refused or not paid by you, then the item could be returned to Pam Pam London or destroyed. If your order is not returned to us in these circumstances, we may not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned products minus any costs incurred in returning them to Pam Pam London.

Oversized Items

Please note that any oversized items and large orders may be subject to further shipping charges. This will be dealt with on an order-by-order basis, and our customer service team will be in touch to request any payments due.

Please Note

• All postal times are a guide only, as delays in postal services or customs are unfortunately out of our control. We will however do our best to help where we can.
• We do not dispatch on weekends or UK public holidays.
• If an item is out of stock, we will inform you immediately about delivery time.
• All customers are supplied with order tracking details via email.

Returns & Exchanges

RETURNS

To start a return enter your Order Number and the Email Address used on your order via our Returns Page.

Returns must be requested within 14 days of receipt by the customer.

Credit notes will be issued for goods received after 14 days of receipt by the customer (up to 28 days) which will be valid for 12 months from the date issued.

EXCHANGES

To make an exchange enter your Order Number and the Email Address used on your order via our Returns Page. You will have the option to exchange for the same product, a different product of the same value or one of higher value.

Please send your item(s) back for an exchange within 14 days of receipt.

Once your original order has been received and accepted by our returns team, your exchanged order will be sent out.

Exchanged items will be sent with free, standard shipping.

FAULTY ITEMS

If you have received the wrong item or an item that has arrived faulty/damaged, please upload images and comments to our Returns Page within 72 hours. Our team will then need to approve your return before a free return label is issued.

If you believe that your product developed a manufacturing fault throughout use, please contact our customer service team.

WHEN POSTING

Items must be returned with the original tags attached, in their original packaging and must be unworn and unwashed.

Anything returned to us must be well packaged and secured to prevent damage in return transit.

Please ensure that any item(s) returned to us have the name and order number on the paperwork. Anything sent with no paperwork may result in your return not being processed. Please contact our Customer Service team if you have forgotten to include this.

If you are returning boxed footwear, please use protective outer packing to protect the shoe box. We cannot accept the return if the shoe box is marked or damaged with tape/shipping labels. You can reuse the original packaging that the item was received in.

For customs reasons, please ensure parcels are marked with ‘RETURNED GOODS’ to avoid extra customs charges. We are not responsible for incorrect customs paperwork and declarations.

ENSURE YOU KEEP YOUR RECEIPT OF POSTAGE AS THIS IS THE ONLY WAY TO TRACE YOUR PARCEL.