Frequently Asked Questions

General Inquiries

Yes, you can register an account here with us to kickstart 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 easy convenience and you may track your past orders too.

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.

Yes, you could make changes to your order before the parcel is dispatched from our office. Kindly email us at 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 – 5pm) as soon as possible for further assistance.

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 checked out successfully, it might be due to unsuccessful payment.

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

We are sorry about it! Please email us at 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 credits will be issued.

You can easily make payment via these following methods:

    -          Credit Card

    -          Debit Card

    -          PayPal

    -          HOOLAH

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 are unavailable, we will need to order them from our factory. In such situations, kindly allow up to 30 days for your shoes to be repaired.

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. 

Shipping & Delivery

Yes, you can choose to collect from the retail outlets below:
- Wisma
- Vivo City
- Tampines

1. Once your orders are packed and handled over to our internal drivers, you will receive a shipment notification email.

2. Once your orders reach the store, our retail staff will send you a SMS to inform the order is ready to collect.

3. Head down to the selected store at your convenience timing within our stated operating hours.

4. Orders will be kept in the selected retail stores awaiting collection for max 7 days from the date of SMS.

5. Any orders that are not collected after 7 days from the date of SMS will be sent back to office and our customer service will contact you to arrange a courier delivery.

You have 7 days from the date of SMS (our retail staff will SMS customer once the order is ready for collection in the retail stores) to collect the order

Please collect the order from the selected retail stores within 7 days from the SMS (our retail staff will send a SMS to customer once the order is ready for collection in the selected retail stores)

After the 7 days collection window, the order will be sent back to our office and our online customer service will contact the customer to arrange for courier delivery.

At, we provide FREE local registered mail.

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

Upon dispatch, a tracking email will be sent to you for checking on the status of your orders.

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.

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

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.

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.

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

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 for further assistance.

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.

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

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

If store credit is available for you to redeem in your account, it will be automatically be 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 value can be used for your next purchase.

  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.
Gift Voucher

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.

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.

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