FAQ

At Pavo Couture we ensure fast delivery of our products within 1 to 2 working days in The Netherlands and Belgium. Place your order before 22:00, and we will deliver it the next day.

And here's the good news: Our items are thoughtfully designed to fit into your mailbox, so you don't have to worry about staying home. Imagine this delightful feeling: You return home, open your letterbox, and voila! Your lingerie parcel is patiently waiting for you. It simply can't get any better than that!

We also ship to other EU countries, expect a delivery time between 2-5 working days. Our items just slide into your mailbox, so you do not need to be at home to receive your order.

We want to keep you informed every step of the way, so a track and trace code will be provided with your order. As our items conveniently fit through the letterbox, there is no specific delivery time available. However, rest assured that shipments placed on working days before 22:00 are typically delivered the next day in the Netherlands and Belgium.

We kindly inform you that once your payment is validated, your order is immediately sent to our warehouse for preparation and swift shipment. Therefore, it is not possible to cancel or modify your order.

For shipping within the Netherlands and Belgium, the cost is €5. We offer free shipping on orders above €90.

For shipping to other EU countries, the UK, or the US, the cost is €9. We offer free shipping on orders above €150.

We regret to inform you that we cannot change the delivery address after you have placed your order. In the event that you have entered an incorrect address, we recommend reaching out to the carrier directly. While the carrier may not always be able to update the address, there are instances where you can utilize the 'delivery to a pick-up point' option which allows you to have your package delivered to a convenient pick-up point.

If the carrier is unable to change the delivery address for you and the package cannot be redirected to a different address or pick-up point, it will unfortunately continue to be shipped to the address you initially provided. In such cases, please note that Pavo Couture cannot be held responsible for resending the parcel.

In the event that the parcel is refused or the address provided does not exist, it is likely that the parcel will be returned to our warehouse and processed as a return. In such cases, we recommend placing a new order.

Has your order not arrived although the tracking information suggests it has? Don't worry, we're here to help. Follow these steps:

1. Start by checking your letterbox. Our shipments are thoughtfully designed to fit through the letterbox.
2. Check your neighbours' home– are they looking a little extra confident lately? ;)
3. If you still haven't found your package, please customer care They will help you further.

We accept iDeal, Creditcard, Paypal, ApplePay, Klarna, Bancontact, Giropay, Belfius and EPS.

Lucky you! Simply enter the gift card code during checkout!

At Pavo Couture, we offer a return period of 30 days.We've made the return process hassle-free with our convenient return portal.

Please keep in mind that products purchased during a sale have a return period of 14 days.

Returning online

To initiate an online return, please follow these steps:

1. Place the item(s) you wish to return in the original box and bag they were received in.
2. Visit our return portal at https://www.montareturns.com/pavo and enter your details.
3. Print out the provided return label and securely affix it to the parcel. Alternatively, you can opt for a pick-up service.
4. Drop off your parcel at a designated drop-off point or wait for the scheduled pick-up.

Returning in store

If you prefer to return your item in person, you are always welcome to visit our store. Bring your order number along for faster processing.

Once we receive your returned item(s), we will process your refund as soon as possible. The refund will be issued to the same bank account you used for payment. Please ensure that all items still have its tags attached.

If you have any further questions or need assistance, please don't hesitate to customer team.

The return costs are at your own expense. You can pay for the return costs in our portal and you will receive your return label in your mail.

Please note that the costs vary per country. Below, you can find the return costs for specific countries:

• Netherlands €4,00
• Belgium €4,50
• Germany €6,00
• Austria €9,00
• Poland €10,00
• Spain €9,00
• France €15,00
• Portugal €9,00
• Italy €9,00

To ensure a smooth return process, please adhere to the following guidelines:

• Return the product(s) in its original packaging. Partial returns are accepted.
• Returned products must have their tags attached and should not show any signs of being worn.
• Please note that stockings, gift cards, and gift wraps are non-returnable and non-refundable.

It's important to note that if the returned product is damaged, used, incomplete, or not in its original packaging, we may not be able to accept it. Please keep in mind that you cannot return your order to our mailbox Prinsengracht 119, as it is a postal address and not a return address.

You can easily return your items and then place a new order on our website. We are working on implementing an exchange module, which will be available soon!

Once our fulfillment center receives your return, you will receive an email notification from the carrier. It typically takes 2-5 days for us to process the return and initiate the refund. If it has been more than a week since your return was received, and you have not received your refund, please contact our customer care!

Returning works the same as with other payment options.

Shopping with Klarna is really expensive for us. Therefore we charge you €3,- per Klarna order if you return your full package. We are sorry to do this, but we have to.

We apologize for the inconvenience. We kindly ask you to reach out to our Customer Care team so that we can assist you further.

We are available on working days between 10:00 and 17:00 to answer all of your questions. Please don't hesitate to get in touch via:

• The chat on our website
• WhatsApp: +31 (0)6 34 52 76 06
• E-mail: info@pavocouture.nl