CONTACT US

Have questions ?

 

They might be answered in our FAQ.
We tried to cover just about everything you need to know.

You can also email us at: customerservice@thepavo.com

or fill in our contact form:

FAQ

 

01

Has my order been sent yet ?

 

Our orders are shipped 1-3 days from purchase pending availability and credit verification. Once your order is shipped, we estimate you will receive your order within 5-7 business days of its ship date. Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible. We are unable to ship to PO Box and military addresses. The Pavo is not responsible for packages once they have been scanned and delivered. 

02

May I change my order?

 

Once an order is placed, it can not be modified or cancelled. However, you may try to email us at customerservice@thepavo.com within 24hours after you have placed the product to see if we can make any amendments for you.   

03

Payment terms

 

All products remain The Pavo's property until full payment is made. The price applicable is that set at the date on which you place your order. Shipping costs and payment fees are recognized before confirming the purchase. If you are under 18 years old you must have parents' permission to buy from The Pavo.

All transfers conducted through The Pavo are handled and transacted through third party dedicated gateways to guarantee your protection. Card information is not stored and all card information is handled over SSL encryption. Please read the terms & conditions for the payment gateway choosen for the transaction as they are responsible for the transactions made.

04

Personal Information

 

All personal information you provide us with or that we obtain will be used to ensure deliveries to you, for credit assessment, to provide offers and information on our catalog to you. The information you provide is only available to The Pavo and will not be shared with other third parties. You have the right to inspect the information held about you. You always have the right to request for delete or correction on the information about you. By purchasing or signing up to be our member, it means you are willing to accept the Terms Conditions to the above.

05

Can I track my order ?

 

YES! Once you’ve received your shipping confirmation email, you will receive a tracking number. Simply go to the chosen delivery company's website to track your product. It may take 24 hours for tracking updates to appear.

06

Are The Pavo products made ethically?

 

YES! All our products are made by happy hands. We look closely to our manufacturing process and only create goods finely-crafted with love and care. 

07

Product Care

 

Our products are all made with the most luxurious leather from Spain. The handcrafted treatment of the materials make them soft and luxurious, irregular and individual. 

We recommend that you use our products gently and avoid contact with water, oil, make-up and permanent dyes as they can stain leathers. We recommend you to spray the product with our leather protector prior to its first use. Light colored items should be taken extra care of as they tend to be marked more easily. In the event your product gets soiled, let dry and rub gently with a soft, neutral colored cloth. You may also use our leather cleaning and protection spray received with purchase.

Our products are not water-resistant expect those labelled clearly. When not in use, store our product in the original protective dust bag at a cool and dry place, avoiding direct sunlight.

08

Returns

 

Please inform us about your intention to return within 14 days after receipt of your order by sending an email to customerservice@thepavo.com

Please let us know your reason for returning the article, as it would help us to improve our service.

Once you have received our confirmation to return your order, you can send it back. Your order will need to arrive back to our warehouse within 14 days from return confirmation, in unused condition.

We recommend returning your parcel using “track and trace”, allowing you to trace your parcel and preventing possible disputes between sender and receiver. Costs and risks of returned or exchanged articles are with the customer. After receiving your returned article we will refund the purchase price into your bank account within 14 days. Please note that the credit card company will have a 5% handling charge that will be deducted from you for any refunds. 

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