FAQ

 FAQ PAZZION

 

 

General Inquiries:

 

  • Do I need to have an account to shop with you?

Yes, you can register an account here with us to kick start your first purchase. You may choose to sign up right now or when you hit the ‘Check Out’ button, entirely up to your own preference. By doing so, your details will be saved for your convenience and you may track your past orders too.

 

  • How do I reset/change my password?

To reset your password, click ‘LOGIN’ on the top right corner followed by ‘Forgotten Password?’  Enter your Username or Email address and click ‘Email New Password’, a new password will be generated and send to your registered email address. Please login using the new password, and click on ‘Edit’ to change the password.

 

  • How do I place an order?

Simply login to your account, add the items you are interested into your shopping bag and check out!

 

Should you have any issue placing an order, you could also reach out to our friendly Customer Service Team at +65 6742 1211 (Monday – Friday, 9am – 6pm) or email us at info@pazzion.com. We would be most happy to assist you with your queries!

 

  • Can I make changes to my order?

Yes, you could make changes to your order before the parcel is dispatch from our office. Kindly email us at info@pazzion.com and we will do our best to assist you to modify your order accordingly. However if your parcel has been dispatched, please call us at +65 6742 1211 (Monday – Friday, 9am – 6pm) as soon as possible for further assistance.

 

  • Can I cancel my order?

Yes, you could cancel your order before the parcel is dispatch from our office. Please email us at info@pazzion.com and we will assist you to cancel the order for you. Upon cancellation, an email would be sent to you to update you on the status. Kindly allow up to 30 working days for payment to be refunded to you.

 

  • What do all the order statuses mean?

Kindly refer to below for information on the different order statuses:

      -          Payment received: the order has checkout through the website successfully

      -          In checkout: the order was not checkout successfully, it might be due to unsuccessful payment.

      -          Completed: order has been dispatched and a tracking number has been sent to you.

      -          Canceled: order has been canceled due to customer request.

 

  • What should I do if I received a wrong/defective item?

We are sorry about it! Please email us at info@pazzion.com with the following details for us to assist you with the exchange:

    -          Your order number

    -          The article number of the wrong/defective item you have received

    -          Photo(s), if applicable

If the replacement item is no longer in stock, store credit will be issued.

 

  • What are the payment methods?

You can easily make payment via these following methods:

    -   Credit Cards

    -   Debit Cards

    -   Paypal

 

  • Do you provide repair service?

Yes, we do provide repair service for our shoes. Simply bring the shoes back to any PAZZION retail stores for our staff to evaluate the shoe condition, and we will advise you on the repair charges and duration accordingly.

If the accessories/crystals were unavailable, we will need to order them from our factory. Under such situation, kindly allow up to 30 days for your shoes to be repaired.

 

  • How to take care of my shoes/bags?

All our products are carefully crafted from quality materials for uncompromised comfort and exceptional durability. Taking care of your leather shoes is essential for it to withstand both time and wear.

Avoid getting your shoes wet and avoid exposing products to direct light and heat as it can cause variations in colour. If your shoes get wet, allow them to dry completely before wearing. Take extra care when wearing light coloured products and store them separately as colours may transfer onto each other. Do not store your shoes in shoe boxes for prolong period of time as it can cause materials to deteriorate in humid climates. 

To clean, apply a small amount of water on a soft cloth and clean the affected area. Allow to dry naturally. Store in a protective bag in a cool, dry place when not in use. 

 

  • Shoe Size Chart

               

 

Shipping & Delivery

 

  • How much is the local delivery shipping fee?

At PAZZION.com, we provide FREE local registered mail.

 

  • Do you ship internationally?

Yes, we do! It takes 1-3 working days to pack and dispatch your parcel.

 

  • When will I receive my parcel?

All orders placed on Monday to Friday (excluding Public Holidays) will be processed and dispatched within 2-3 working days after payment verification. For orders placed on the weekends and public holidays, it will be processed on the next working day.

 

For local orders, delivery time is about 2-4 working days after we dispatch the parcel. Once the parcel has been dispatched, our system will generate a tracking number and send it to you via email.

 

For international orders, we are unable to guarantee on the delivery timing as shipment is subjected to customs clearance procedures, which could result in delay on estimated delivery duration.

Kindly note that express delivery service is currently unavailable on our e-store.

 

  • Where can I track my orders?

For local orders, we have 3 logistics partners - Aramex, NinjaVan, and Parcel Express.

          - For numeric tracking numbers, please log on to www.aramex.com to track your shipment.

          - For tracking numbers starts with ‘PAZ’, please log on to www.ninjavan.sg to track your shipment.

          - For combination of numeric and alphabetic tracking numbers, please log on to www.parcelexpress.sg to track your shipment.

 

For International orders, please log on to www.aramex.com to track your shipment.

 

  • Do I have to pay duties and taxes?

For local orders, the goods and services tax of 7% will be included in your order automatically.

For international orders, purchaser will be responsible for any import charges. If your order requires any import charges, payment has to be made on your end for your package to be cleared from custom.

 

  • Can I request for tax refund?

There will no tax refund for any purchases made at PAZZION.COM.

 

  • Can I collect parcels by myself?

Yes, you can. You may request to collect your parcels at any of retail stores in Singapore. Please leave a message in the comment box on which outlet you would like to collect from and we will arrange it for you accordingly.

 

  • Can I request to deliver to hotel?

To prevent any lost parcel, we are afraid that we are unable to cater to requests for delivering the parcel to any hotels. In addition, we do not cater delivery to the following locations in Singapore: PO Box, Changi Air Freight Centre, Changi Airport, Jurong Island, Jurong Port.

 

  • Can I change my shipping address after my order has been dispatched?

We will not be able to redirect orders once your parcels have been dispatched. Kindly ensure that correct shipping address has been provided.

 

  • What should I do if I have yet to receive my parcels?

If you have not receive your parcel after the expected delivery date, kindly log on to the courier website to check on the shipment. You may contact our logistics partners directly or contact us at info@pazzion.com for further assistance.

 

 

Return & Exchange

 

  • What are the requirements before I can make a return/exchange/refund request?

All returned item(s) must be in its original brand new condition and original packaging; with the original tags and invoice. Item(s) which show signs of worn are not eligible for exchange or return. Items that do not meet these requirements are non-returnable will not be processed. Pazzion reserves all rights to inspect the condition of the item prior to any exchange or return. In any case of dispute, PAZZION’s decision shall be final.

You may drop us an email at info@pazzion.com or call us at +65 6742 1211 (Monday – Friday, 9am – 6pm) if you require further assistance pertaining to your case. We will be glad to assist you with it!

*Kindly note that all promotional, sale and discounted items are non-exchangeable and non-refundable.

 

  • What is the duration for me to make a valid return/exchange request?

All requests for return and exchange must be made within 10 days from the invoice date. For Singapore online orders, you have the option to exchange your item at any retail stores in Singapore or through online store.

 

  • How do I make my returns or exchanges?

-          Exchange via Retail Stores

Item(s) purchased online and delivered within Singapore can be exchanged at any PAZZION retail stores in Singapore within 10 days from the invoice date. You will need to bring along your original invoice together with the item(s) in its original condition and packaging to the retail store. Our retail associates will then evaluate the condition of your returned item(s). For eligible returns, you will be entitled to an exchange of size and/or colour of the same style in the retail store immediately. No other forms of return (such as cash vouchers or online store credit) will be given. If size and/or colour of that style is unavailable, you will be entitled to an exchange of any item(s) in the retail stores. In the event of the value of the exchange item(s) is higher than the original item(s), you will be required to top up the difference in cash. There will be no refund if the value of the exchange item(s) is lower than the original item(s).

Kindly drop us an email at info@pazzion.com or contact us at +65 6742 1211 (Monday – Friday, 9am – 6pm) before heading down to our retail store to make a return.

 

-          Exchange via Online Store at PAZZION.COM

Items purchased online and delivered within Singapore can be returned within 10 days from invoice date through the Return/Exchange Request form found in your parcel. If you did not receive the Return/Exchange Request form, you may download it from here. Kindly fill up the form, attach it to the email and contact us at info@pazzion.com for us to assist your case. You may only exchange and/or return the item(s) with PAZZION.COM if the item(s) received by you has manufacturing defect or is an incorrect shipment.

Our customer service officers will contact you within 2-4 business days from your return request date. They may request for further information and/or photographs to assess your return request. Once preliminary approval has been granted, they will provide you with the return confirmation and schedule a date and time for our courier to pick up the item(s) from the agreed location. PLEASE DO NOT RETURN ANY ITEM(S) BEFORE RECEIVING A RETURN CONFIRMATION E-MAIL. Once we have received your item(s), we will do a final inspection to ensure that the return request is valid before shipping the replacement item(s) to you. Please note that all exchanges will be subjected to stock availability. Other methods such as exchanging the defect item(s) to another item(s) of equal value, refunding via online store credit or any other methods will be at the sole discretion of PAZZION.COM.

 

  • How will I get my refund?

You'll get your refund in the form of PAZZION online store credits. This is the only form of refund available for online purchases. Kindly allow 3-5 working days for the online store credits to be issued to your account.

The online store credits can only be used at PAZZION.COM. The online store credit is valid for 6 months from the date of issue and it can be used to offset any purchases made at PAZZION.COM.

 

  • Are shipping charges refundable?

All original shipping and/or handling charges are non-refundable. Return shipping charges are to be borne by the customer.

 

 

Store Credit

 

  • What is store credit?

Store credit is a value issued to your online account that can be used to offset any purchases made at PAZZION.COM. The store credit can only be used at PAZZION.COM.

 

  • Will my store credit expire?

Yes, the store credit will expire in 6 months from the date of issue.

 

  • Can I check my store credit balance?

Yes, you can login to your account and the store credit will be shown in the ‘My Account’ page as ‘Gift Certificate’.

 

  • How can I utilize my store credit?

If store credit is available for you to redeem in your account, it will be automatically applied to your purchase when you check out from the shopping bag. You will need to pay the remaining value if your order value exceeds your store credit balance. Any unused, remaining value can be used for your next purchase.

 

Terms & Conditions

  1. Store credit is applicable ONLY for online purchases at PAZZION.COM, NOT applicable for use in any of PAZZION retail stores.
  2. Store credit CANNOT be redeemed for cash and are non-refundable, non-exchangeable and non-transferable, and it cannot be used for any gift vouchers purchases.

 

 

PAZZION VIP Privileges

 

  • What privileges do I enjoy as a VIP both at Pazzion Retail Stores and Pazzion.com?

 

          Privileges

          -          PAZZION VIP Privilege Programme is valid for a lifetime.

          -          Be the first to receive latest product news, exclusive offers and promotions,

          -          Invitations to exclusive members-only events, workshops, and more.

 

          Discounts

          -          Enjoy 10% discount on all regular-priced items at all retail stores in Singapore and on PAZZION.COM.

          -          Enjoy a one-time discount of 20% on all regular priced items on your birthday month.

          -          Enjoy an additional 10% discount on all sale items during promotion periods.

 

  • How can I join the PAZZION VIP membership?

Be entitled to our lifetime membership with purchase of $280 (SGD) and above of regular-priced items (gift voucher and shoe care products are not included) in a single receipt at any PAZZION retail stores in Singapore or PAZZION.COM.

 

  • I have been a PAZZION VIP member. Can I also enjoy the VIP membership privileges online?

Yes, you can! Simply follow the steps below to activate your online VIP member privileges.

 

Steps for Online VIP Account Activation:

 

STEP 1: Create an online account at Pazzion.com.

STEP 2: Provide the following information and email it to info@pazzion.com. Alternatively, you may fax it to us at +65 62979300 with the subject title “Online VIP Account Activation”.

          -          Full Name

          -          NRIC/FIN/Passport number

          -          Contact number

          -          Mailing Address

          -          A copy of front and back image of your NRIC/FIN/Passport number

STEP 3: Your application will be processed and you can start to enjoy your member privileges online in the next 2-3 working days. A confirmation email will be sent to your registered email address to inform you on the status of your Online VIP Account Activation before you start enjoying your member privileges at PAZZION.COM.

  

Do note that 20% one-time birthday discount is not applicable to PAZZION.COM. Kindly head down to any PAZZION retail stores in Singapore to utilize the 20% one-time birthday discount for your purchase.

 

  • Can I enjoy the VIP member privileges online immediately after becoming a VIP member in the retail store?

You are able to enjoy the member privileges on PAZZION.COM after that you do an online activation for your account.  Kindly refer to the ‘Steps for Online VIP Account Activation’ for more information on how to go about on this.

 

  • Do I need to enter any VIP member details during my purchase after the online activation?

No, your member discounts will be reflected automatically when you check out from the shopping bag.

 

  • Can I get 10% discount on regular priced item immediately on the purchase which qualifies me to be a VIP member?

The 10% discount is only applicable for next purchase.

 

Terms & Conditions

  1. PAZZION VIP Privilege Programme shall only be used in respect of the discounts and privileges specified under this programme and in accordance with the terms and conditions herein. Failure to comply with such terms and conditions shall result in refusal and/or cancellation of entitlement by Barcode Marketing Pte Ltd (herein referred to as the ‘Company’).
  2. PAZZION VIP Privilege Programme is applicable in all PAZZION retail stores in Singapore and on e-store (PAZZION.COM).
  3. No privilege card will be issued. Members must show their NRIC/FIN/Passport card as proof of identity at the start of each purchase to qualify for discounts and privileges. Failure to do so will render loss of discounts and privileges for that transaction.
  4. By participating in this programme, you are agreeing to receive future communications and promotional offers from the Company and its promotional partners.
  5. The Company will keep members’ information confidential but may elect to use your personal information contained herein for marketing purpose and also provide such information to its third party service providers in connection with the operation of any person under the duty of confidentiality to the Company.
  6. The company reserves the right to amend any policy or terms and conditions at any time without prior notification. In the event of any form of dispute, the Company has the right to the final decision.

 

 

Gift Voucher

 

  • Do you sell Gift Vouchers?

Yes, you can purchase the physical gift vouchers at any of our retail stores in Singapore and on our online store. As for e-Voucher, you can purchase it on our online store – PAZZION.COM. Gift Vouchers come in a denomination of $10, $20 and $50 and each has an expiry date of 6 months from the date of purchase.

 

  • What is the difference between physical gift voucher and e-voucher?

Upon purchasing the physical gift voucher, it will be send to you via courier service. Physical vouchers can be utilized at our physical retail stores in Singapore only. If the voucher is not fully utilized in a single purchase, the remaining amount cannot be used for your next purchase.

Upon purchasing the e-Voucher, value will be credited into your account as e-store credit. You may personalize your message and transfer the credits to anyone as a gift. If the e-Voucher is not fully used in a single purchase, the remaining amount can be used for your next purchase.

 

  • Can I change the details after submitting the order for a Gift Voucher?

Sorry, we will not be able to make any further amendments after an order has been confirmed.

 

 

 

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