Contact

Question How can I contact Payet?
Answer

If you have any questions, don’t hesitate to contact us, we are happy to help. Our experts are available 7 days a week to answer all the questions you may have.

Contact: info@payetjeans.com

Question How long does it take to get an answer?
Answer

We always aim to answer every question within 48 hours.

Products

Question How do I find the right size?
Answer

We advise you to check the size guide on the product page. You can find this by clicking on “size finder” which is located right below the size selector. By doing so, you will find the perfect size for you.

Question The product or size I want is out of stock, what now?
Answer

You can leave your email address on the relevant product page. You can do this by clicking on the ‘Size out of stock?’ button when choosing the size. This way you will be automatically notified as soon as the item is back in stock.

Orders & Payment

Question Which payment methods can I use?
Answer

You can pay with Ideal, Paypal, Mastercard, Visa, Maestro, Google Pay, Apple Pay, Amex, Bancontact and Klarna.

Question How can I cancel my order?
Answer

Unfortunately we cannot change the details of your order after it has been placed, as we process and package your order as quickly as possible.

If the item does not fit? Please return it to us for the correct size.

Question Will I receive an order confirmation?
Answer

You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number (consisting of 5 digits), order summary and the shipping address.

Question I have entered incorrect address details, can this be changed?
Answer

Unfortunately we cannot change the details of your order after it has been placed, as we process and pack your order as quickly as possible. To be sure, please contact our customer service team to discuss the solutions.

Shipping

Question To which countries do you ship?
Answer

We deliver worldwide. Payet orders are shipped with DHL, DPD or UPS.

Question What is the delivery time?
Answer

All information about the shipping times and rates we apply can be found on the following page:

Question What are the shipping costs?
Answer

All information about the shipping times and rates we apply can be found on the following page:

Question How can I cancel my order?
Answer

Unfortunately we cannot change the details of your order after it has been placed, as we process and package your order as quickly as possible.

If the item does not fit? Please return it to us for the correct size.

Question How can I track my order?
Answer

As soon as your package is shipped we will send you an email with a Track and Trace. Here you can find the status of your order and if necessary provide the delivery service with additional instructions.

Question I have not received my order, what should I do?
Answer

Did you not receive your order? Sorry to hear! After placing your order you will receive an order confirmation with the order number. The same day your order will be sent. Here you will receive an email with a track and trace to follow the package. Did you not receive this mail or is the status of your package unclear?
Please contact us at info@payetjeans.com.

Question My Track & Trace indicates that my order has been returned. What should I do?
Answer

Please contact us at info@payetjeans.com . One of our customer service employees will investigate what happened and come up with a solution as soon as possible.

Returns and exchanges

Question What are the return conditions?
Answer

Return period

We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days.

Return conditions

All items must be returned to us in an unworn and unwashed condition suitable for resale with the tags still attached to the item.

For items purchased in the sale or discounted items, payet does not offer the possibility for a refund. These items can only be exchanged for an other item from the collection or can be redeemed for store credit. 

Shipping costs are not refundable. 

Question What are the return costs?
Answer

Returns are on your own cost and depending on the courier and the country you return your package from.

Question How can I exchange or return my order?
Answer

The exchange or return of an order is very easy.

Send within 14 days after receipt of your order an email to info@payetjeans.com in which you indicate that you want to exchange one or more products. We will send you the return instructions right away. 🙂

Question How long does it take to exchange a product?
Answer

After your return shipment is received by our warehouse, we will process your return within 10 days. In most cases your exchange wish will be executed in just a few days. You will always receive a confirmation email with a tracking code once your new order is fulfilled.

Question What can I do if my exchange product is no longer available?
Answer

Ask our customer service team about the possibilities. We will give you an update on when we expect to be able to deliver the product. If you have already created your return and the product is sold out, we will contact you and work with you to find a solution.

Question Where can I find my order number to register my return?
Answer

Your order number can be found in the confirmation email you received after placing your order. This is a five digit code. If you have not received this e-mail correctly, our customer service will be happy to help you.

Question What should I do if a product is delivered faulty or damaged?
Answer

Unfortunately, it sometimes happens that a product is damaged during shipment or production. We are of course happy to resolve this with you. Please send a message to info@payetjeans.com with a picture of the complaint. Our customer service will work with you as quickly as possible to find a solution.

Question What should I do if I want to return my order outside the return period?
Answer

We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days. In the unlikely event that this does not work out, we offer you the option of exchanging the product for a replacement or a store credit. Please ask our customer service for the possibilities.

Question How long does a refund take?
Answer

We do our best to process returns as quickly as possible. After receiving your return in our warehouse we process it within 10 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse. From then on the 10 working days start. After the refund has been made, you will receive a message about it. Please note that it can take up to 3 days before the refund is visible on your bank account.