Pazzion membership privileges vary according to your membership tier. To view your current tier, please log in to your account. For detailed information on membership benefits and privileges, please visit the Pazzion+ Loyalty Program page.

1. Log in to your member account.
2. On your account page, click on the "Profile" button and navigate to the "Redeem" tab.
3. Select whether you would like to redeem your voucher for online or in-store use.
4. Once redeemed, go to the "Rewards" tab to view your voucher code.
5. Copy the voucher code and apply it at checkout for online purchases, or present it to our retail staff for in-store purchases.

The location of your vouchers depends on the type of voucher you have received:

• Birthday month vouchers and membership tier upgrade vouchers (Welcome Vouchers) can be found in your member account under the "Redeem" tab.
• Promotional codes are typically sent to your registered email address. If you cannot find them in your inbox, please check your spam or junk folder.

Birthday month vouchers are issued only to eligible members. If you have not received your voucher, please ensure that:

• Your date of birth was updated in your membership profile before the start of your birthday month.
• You were upgraded to Gold or Platinum membership before the start of your birthday month.

If you have verified the above and still have not received your voucher, please contact our Customer Care team for assistance.

• Yes, you can update your personal details, including your name, phone number, and address, through your member account.
• If your date of birth has not been provided previously, you may add it to your account once. Please note that your date of birth cannot be amended after it has been submitted.
• For email address or date of birth updates, please contact our Customer Care team.

Your Pazzion membership can be used on pazzion.com and at Pazzion retail stores in Singapore.

*Please note that membership benefits are not applicable at franchise stores or their online stores.

• Major credit cards: American Express, Mastercard, Visa, UnionPay.
• Other options: ShopPay, PayPal, Apple Pay, Google Pay.

• Please ensure that your checkout information is entered correctly and that your payment method is valid. You may also check if any authentication requirements or verification details need to be completed.
• If your payment is still unsuccessful, please contact your bank for further assistance.
• Alternatively, you may contact our Customer Care team with a screenshot of the error message, and we will assist you further.

• Paid means your payment has been successfully captured.
• Payment Pending means your payment has not yet been captured. Please allow some time for us to capture the payment from the payment gateway. If this status remains, please reach out to your payment provider to confirm whether the payment for your order was successful.
• Refunded / Partially Refunded means we are unable to fully fulfill your order. Please look out for an email sent by our Customer Service team.

• If you wish to amend an item or cancel your order, please contact our Customer Care team as soon as possible before your order has been fulfilled and dispatched. We will do our best to assist you with your request.
• Once your order has been dispatched, we are unable to make any amendments or cancellations.
• Please note that during sales periods or peak seasons, we may be unable to accommodate amendment or cancellation requests due to the high volume of orders being processed.

• Unfulfilled means we have received your order. You should receive an Order Confirmation email sent automatically by our system. We will try our best to ship out your order on the next following working day.
• Fulfilled means your order has been shipped. You should receive a Shipment Confirmation email with the tracking number sent automatically by our system.

Orders placed on weekends and public holidays will be processed on the next working day - Mondays to Fridays (GMT+8).

• If your order has not been dispatched yet, please contact our Customer Care team immediately for assistance. We will do our best to help update your delivery address before shipment.
• Once the order has been shipped, we are unable to change the delivery address.
• If our logistics partner is unable to complete the delivery, they may contact you via email or phone to assist with the delivery arrangements.
• You can also manage and update your saved delivery addresses through your member account.

• We will do our best to process your order within the next working day, from Monday to Friday, excluding Singapore public holidays. Please note that processing times may be longer during sales periods due to high order volumes.
• If your order contains backorder items, the entire order will be fulfilled and dispatched once the backorder item(s) have been restocked.
• If your order does not contain any backorder items and you have not received any updates, please check your email inbox and junk/spam folder, as our Customer Care team may have contacted you regarding your order.

• Once your order has been fulfilled and is ready for dispatch, you will receive a shipping confirmation email with the tracking number included.

Please note that all orders are shipped from Singapore. International shipments may be subject to import duties, taxes, customs fees, or other charges imposed by the destination country. These charges are the responsibility of the customer and are not included in the order total or shipping fee.

If any duties or taxes are applicable, our courier partner will contact you directly. Payment of these charges is required before your parcel can be cleared through customs and delivered to you.

USA Duties & Taxes: Effective 29 August 2025, all U.S. orders (including those under USD 800) are now subject to duties and taxes in accordance with applicable tariffs and customs regulations. Duties and taxes are payable by the customer upon delivery.

We currently offer Express Delivery only. Estimated delivery takes 2–4 business days, excluding any time required for customs clearance.

Please refer to our Shipping & Delivery page for more information.

We are based in Singapore and ship internationally to selected countries.

Asia-Pacific:
Brunei, China, Japan, India, Malaysia, Hong Kong, Macao, Philippines, South Korea, Taiwan, Thailand, Vietnam

North America:
Canada, United States*

* We currently do not ship to: American Samoa, Micronesia, Georgia, Guam, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico

Oceania:
Australia, New Zealand

United Kingdom

Western & Northern Europe:
Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Luxembourg, Netherlands, Norway, Sweden, Switzerland

Southern Europe:
Croatia, Cyprus, Greece, Italy, Malta, Monaco, Portugal, Spain, Vatican City

Eastern Europe:
Bulgaria, Estonia, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia

Middle East:
United Arab Emirates

• Specific date and time selection is currently unavailable.

• We do not offer exchanges for international orders. However, eligible items may be returned for a refund.

Please refer to our Returns & Refunds page for more information.

We are sorry to hear that you have encountered an issue with your order.

Please contact our Customer Care team and provide the following details for our review:

• Order number
• Article number of the item received
• Clear images of the item

Our team will assist you with the next steps.

• Repair services are available in Singapore only.
• We are able to assist with repairs involving components such as buckles, straps, or embellishments. However, we are unable to repair issues caused by normal wear and tear or replace heel tips/caps.
• Please bring your shoes to any PAZZION store for an assessment. Our staff will advise on the repair feasibility, cost, and estimated repair time.
• Please note that repair requests may be rejected if the repair is not feasible, the condition of the shoes is unsuitable for repair, or the required spare parts are unavailable.

*Refer to our shoe care guide for tips and tricks to keeping your shoes clean.