When signing in you can simply click 'forgotten password' and follow the instructions
Can I return to my order later?
Yes - your basket is saved for 14 days, or you can use our wishlist feature to keep all your favourites in one place. Items will be saved in your wishlist until they are removed.
Can I cancel my order?
If you purchased from an independent shop space, cancellation enquiries are best dealt with by the vendor.
If you purchased from the Paczero shop space, you can cancel prior to despatch or return for a refund otherwise. If you wish to cancel your order please email firstname.lastname@example.org as soon as possible.
Can I make changes to an order?
If you purchased from an independent shop space, order change enquiries are best dealt with by the vendor.
If you purchased from the Paczero shop space, customers cannot change an order but you can cancel prior to despatch or return for a refund otherwise. If you wish to cancel your order please email email@example.com as soon as possible.
Are my personal details secure?
Paczero is Level 1 PCI DSS certified for the processing of payment information.
The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud.
We comply with all six PCI standard categories to:
Maintain a secure network
Protect cardholder data
Maintain a vulnerability management program
Implement strong access control measures
Regularly monitor and test networks
Maintain an information security policy
How do I manage my emails?
When you open an account with us you will receive:
- Account welcome
When you place an order with us, you will receive:
- Shipping confirmation
- Shipping update
Additional emails include:
- A one-time reminder if you have left an item in your basket
At Paczero we have a small amount of wholesale stock, but most of our products come directly from their manufacturers. This cuts unnecessary emissions from transport which are a major contributor to climate change.
How will I know my goods have been despatched?
You will receive order confirmation and shipping confirmation updates via email.
How can I track my order?
Our vendors can provide a tracking number for the orders they despatch. If you are concerned about delays please contact firstname.lastname@example.org
What happens if my goods arrive late?
If you purchased from an independent shop space, our vendors aim to get your package to you within the time frame stated on the product page. In the unlikely event your order does not arrive within the time scale stated, please contact the vendor.
If you purchased from the Paczero shop space, we aim to get your package to you within the time frame stated on the product page. In the unlikely event your order does not arrive within the time scale stated, please email us at email@example.com where we will be happy to rectify your late delivery.
What happens if my order arrives damaged?
If you purchased from an independent shop space and in the unlikely event that your order arrived damaged, please contact the vendor.
If you purchased from the Paczero shop space, you will be eligible for a full refund on your goods and for return shipping costs.
Where do you ship to?
Our vendors decide their own shipping zones and these are stated in their shop spaces.
The Paczero shop space delivers to mainland UK, the Isle of Wight, the Isles of Scilly, the Scottish Islands and Northern Ireland.
We do not deliver to Guernsey, Jersey, the Isle of Man or the Channel Islands.
Each vendor on Paczero is responsible for their own refund, exchange and cancellation policies. Prior to buying, please review the shop’s returns policy. You can find the shop’s policies on their store page. Returns enquiries concerning shop policies are best dealt with by the vendor.
If you purchased from the Paczero shop space, the following information is applicable to your order:
What items can be returned?
We accept returns on all items other than:
Personal care goods
Taylor-made or personalised items
Goods with a seal for health protection and hygiene reasons that’s been broken
Goods that have been mixed inseparably with other items after delivery
CDs, DVDs or software if you’ve broken the seal on the wrapping
Earrings, nose studs or rings, or other types of jewellery worn through piercings in the skin due to hygiene (unless unworn and we are contacted as soon as your order is received) due to hygiene reasons
What items can be exchanged?
The fastest way to exchange an item is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
What is the return period?
In line with consumer law, you have 14 days from the date of receipt to initiate contact for a return and a further 14 days to ship your goods.
In what condition can items be returned?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
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