Refund policy

Last updated: May 2026

SHIPPING POLICY

At Pamuuc, we are committed to clear delivery, careful preparation and low environmental impact. This policy applies to both stock orders and pre-orders.

1. Company Details

This Website is operated by Pamuk Studio S.L, CIF/VAT: ESB27664994, registered address: Carrer d'Alcolea 58, 08014, Barcelona, Spain. You can contact us at info@pamuuc.com.

2. EU Shipping Coverage

We ship to countries within the European Union, excluding the United Kingdom. Shipping charges are calculated at checkout based on destination and order weight. We accept orders from customers who can provide a delivery address within our served countries. Delivery restrictions and accepted payment methods are shown before the order is placed.

3. Stock Orders

  • Dispatch: Items held in stock are prepared for shipment as soon as possible.
  • Delivery timeframe: Once shipped, delivery is typically 2 to 5 business days, from Monday to Friday, excluding public holidays in Spain or in the delivery country.
  • Delivery within 30 days: Unless we agree a different date with you before or during checkout, we deliver within 30 days from the conclusion of the contract.

4. How Our Pre-Orders Work

At Pamuuc, we work with a weekly pre-order system. This means we do not produce large quantities in advance and hope they sell later. Instead, we collect real orders during the week, then produce only what has actually been chosen.

The pre-order window opens every Monday and closes every Sunday at 23:59, Barcelona time. During that time, you can choose your piece, select your size and colour, and place your order as usual. Once your order is confirmed, it joins that week’s production batch.

When the pre-order window closes on Sunday night, the batch is locked. On Monday morning, we send the confirmed orders to our production partners. From there, the process begins: the fabric is prepared and cut, the pieces are sent for embroidery or finishing when needed, then everything moves into manufacturing. Each garment is made, checked, packed and prepared for shipping.

Because each weekly batch is made after the orders are placed, delivery takes a little longer than a standard in-stock purchase. We estimate that pre-order pieces ship around 12 days after the weekly window closes. In practical terms, that usually means shipping around the Friday of the following week after production starts.

This timing is an estimate. It can sometimes be a little faster, and during busy production periods it can take slightly longer. What matters most to us is that the process stays clear. You will be kept updated at the important steps, from production start to preparation and dispatch.

Once your order is ready to leave, you will receive GLS tracking so you can follow the parcel until it reaches you. After dispatch, GLS delivery usually takes 2 to 5 business days, depending on the destination.

We use pre-order because it lets us produce with more precision. It helps us avoid unnecessary stock, reduce overproduction and work in smaller, better controlled batches. It also gives our production partners a clearer rhythm, because every garment they make already has a person waiting for it.

5. Pre-Order Changes and Cancellations

  • Before Sunday at 23:59: If you need to correct your size, colour, address or order details, contact us as quickly as possible at info@pamuuc.com. We can usually help before the weekly batch closes.
  • After the weekly window closes: The order has already entered the production process. Changes become much more limited, especially once fabric has been cut, embroidery has started or the garment has moved into manufacturing.
  • Cancellation before dispatch: You may request to cancel a pre-order before dispatch by emailing info@pamuuc.com. If the cancellation is accepted before the order ships, we will issue a full refund to your original payment method.
  • After shipment: Once a pre-order ships, it follows the same return and refund rules as stock orders.

6. Packaging and Sustainability

All orders are packed in recyclable, plastic-free materials whenever possible.

7. Tracking, Delays and Passing of Risk

  • When your order ships, you will receive a tracking number. Please allow up to 48 hours for tracking to activate.
  • If you have not received your order within 5 business days after shipping confirmation, contact us at info@pamuuc.com with your name and order number.
  • Passing of risk: Risk passes to you when you or a person you nominate, other than the carrier, takes physical possession of the goods. If you choose your own carrier that we do not offer, risk passes to you when we deliver the goods to that carrier.
  • Late delivery remedy: If we do not deliver within 30 days and no different date was agreed, you may ask us to deliver within an additional reasonable period. If we still do not deliver, you may terminate the contract and we will refund the sums paid without undue delay.
  • Unavailable goods: If an item becomes unavailable after purchase, we will inform you as soon as possible and refund the sums paid without undue delay.

8. Questions and Customer Support

For any question about shipping, pre-orders, tracking or delivery, email info@pamuuc.com. We aim to reply within 1 to 2 business days.

RETURN & REFUND POLICY

We stand behind the quality of our garments and comply with EU and Spanish consumer rules. The sections below explain your statutory right of withdrawal, our 30 day goodwill returns, and your rights under the legal guarantee of conformity. Where statutory rules and our goodwill policy differ, the statutory rules take precedence.

1. Summary

  • Statutory withdrawal: EU consumers can withdraw within 14 days of delivery. To exercise this right, you must send us a clear withdrawal notice before the 14 day period expires. See section 4.
  • Return after statutory withdrawal: After sending your withdrawal notice, you must send back or hand over the goods within an additional 14 days. See section 4.
  • Goodwill returns: You can return eligible items within 30 days of delivery. See section 5.
  • Return cost: You bear the direct cost of return unless we state otherwise. Through our GLS portal we subsidise part of the return cost. See section 5.
  • Condition: Please handle items only as you would in a shop. If items are used beyond what is necessary to establish their nature, characteristics and functioning, we may deduct any diminished value from your refund under the statutory rules.

2. Definitions

  • Company: Pamuk Studio S.L, CIF/VAT: ESB27664994, Carrer d'Alcolea 58, 08014, Barcelona, Spain.
  • Website: pamuuc.com
  • You: The natural person or legal entity making a purchase on the Website.
  • Products: Garments and goods available for sale on the Website.
  • Orders: Your purchase requests made through the Website.

3. Cancelling or Modifying Pre-Orders Before Dispatch

You may request to cancel or modify a pre-order before dispatch by emailing info@pamuuc.com with your order details. Before the weekly pre-order window closes on Sunday at 23:59, corrections are usually easier to manage. After the weekly batch has been sent to production, changes become much more limited because fabric may already be cut, embroidery or finishing may have started, or the garment may already be in manufacturing.

After the order ships, normal return rules apply. In short, pre-order asks for a little more patience, but it allows us to make clothing in a more careful and honest way. Fewer guesses. Less unnecessary stock. More attention to the pieces that are actually going to be worn.

4. Statutory Right of Withdrawal for EU Consumers

If you purchased as a consumer, you have the right to withdraw from this contract within 14 days of receiving your order, without giving any reason. If one order is delivered in several parcels, the 14 day period starts when you or a person you nominate, other than the carrier, receives the last parcel.

To exercise this right, notify us before the 14 day period expires. You can do this by email to info@pamuuc.com, by using the model withdrawal form in section 10, or by sending any other clear statement that you wish to withdraw from the contract.

  • Return deadline: After you notify us of your withdrawal, you must send back or hand over the goods without undue delay and no later than 14 days from the day you informed us of your decision to withdraw.
  • Refund: We reimburse all payments received from you, including the cost of our least expensive standard delivery, if any, within 14 days of receiving your withdrawal notice.
  • Withholding refund: We may withhold reimbursement until we receive the goods or until you supply proof that you have sent them back, whichever is earlier.
  • Return cost: You bear the direct cost of returning the goods unless we agree otherwise in writing.
  • Payment method: Refunds are issued to your original payment method unless you expressly choose another method, such as store credit, and provided this does not cause you any extra cost.
  • Condition and deductions: You may inspect and try items as you would in a shop. If there is use beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may deduct any diminished value from your refund.
  • Timeliness: Your withdrawal notice is on time if it is sent before the 14 day withdrawal period expires. Your return is on time if you send back or hand over the goods before the additional 14 day return period expires.

Exceptions: The statutory right of withdrawal does not apply to goods made to your specifications or clearly personalised. If we offer such items in the future, they will be clearly identified on the product page.

4.1 Online Withdrawal Function from 19 June 2026

From 19 June 2026, where required by EU law, we will also provide an online withdrawal function on the Website for contracts concluded through an online interface and covered by the statutory right of withdrawal. This function will allow consumers to submit a withdrawal request online and receive confirmation on a durable medium. You may still exercise your statutory right of withdrawal by email or by any other clear statement.

5. Goodwill Returns within 30 Days

In addition to your statutory right, we accept returns of eligible items within 30 days of delivery for any reason.

  1. Start your return through our GLS Return Portal or email info@pamuuc.com. You may also use a carrier of your choice at your expense.
  2. Follow the portal instructions to generate your label. We contribute to the return cost and you pay a flat fee of €8 for the GLS label at checkout in the portal.
  3. Pack items securely and attach the label.
  4. Drop off at a GLS location or schedule a GLS pickup and obtain a carrier acceptance receipt or scan.

Important notes:

  • Deadline rule: For goodwill returns, your return is considered on time only when the parcel is accepted by the carrier on or before day 30. Creating a label or requesting a pickup without carrier acceptance is not enough.
  • Condition: Items should be unworn, unwashed and in original condition with tags. If items show use beyond what is necessary to assess them, we may deduct diminished value from the refund. For goodwill returns we may decline a return if items are clearly not in a resellable condition.
  • Outbound shipping: For goodwill returns we do not refund the original outbound delivery fee.
  • Risk in transit: You are responsible for the parcel until we receive it, unless we arrange collection. Keep your carrier receipt or acceptance scan.

6. Gift Returns

If the item was marked as a gift at checkout and sent directly to you, we can issue store credit to you once the return is approved. For statutory withdrawals, refunds are made to the original payment method unless you expressly request store credit.

7. Refund Processing

We notify you once we receive and inspect your return. Approved goodwill returns are processed within 7 business days. Statutory withdrawal refunds follow the timing in section 4. Where we apply a diminished value deduction, we will explain the reason.

8. Legal Guarantee and Defective Items

All products are covered by the legal guarantee of conformity. This is a minimum of 2 years in the European Union. Under Spanish law, for purchases governed by Spanish law, the seller is responsible for lack of conformity that exists at delivery and becomes apparent within 3 years from delivery. Lack of conformity that appears within the first 2 years from delivery is presumed to have existed at delivery, unless proven otherwise or unless this is incompatible with the nature of the goods or the issue.

This legal guarantee does not cover normal wear and tear, accidental damage, misuse, improper care, or damage caused by using or washing the garment contrary to the care instructions.

If you believe your garment is defective:

  1. Email info@pamuuc.com with photos and a short description.
  2. We will assess the issue and confirm the appropriate remedy, which may include repair, replacement, price reduction or refund, depending on the situation and applicable law.
  3. If a return is required for assessment or remedy, we cover 100 percent of return shipping for confirmed defects.

9. Consumer Dispute Resolution

The European Online Dispute Resolution platform was discontinued on 20 July 2025 and no longer accepts complaints. If you have a problem with an order, please contact us first at info@pamuuc.com so we can try to resolve it directly.

If the issue cannot be resolved, EU consumers may consult the European Commission's consumer redress information and the list of notified alternative dispute resolution bodies at Consumer Redress in the EU. For cross-border consumer issues within the EU, consumers may also contact the European Consumer Centres Network.

10. Model Withdrawal Form

You can use the model form below, though it is not obligatory. Send it by email to info@pamuuc.com.

Model withdrawal form

To:
Pamuk Studio S.L
CIF/VAT: ESB27664994
Carrer d'Alcolea 58
08014 Barcelona
Spain

Email: info@pamuuc.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Order number:
Products:
Ordered on:
Received on:
Consumer's name:
Consumer's address:
Date:

11. Questions and Customer Support

For any question about shipping, returns, refunds, defects or the GLS portal, email info@pamuuc.com. We aim to reply within 1 to 2 business days.

12. Entire Agreement and Severability

This policy works together with our Terms and Conditions and Privacy Policy. If any provision is found invalid or unenforceable, that provision will be limited or removed to the minimum extent necessary and the remainder will stay in full force.