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Frequently Asked Questions

CONTACT US

Pando Moto contact service are available between 8AM – 5PM, Monday to Friday excluding public holdays and weekends. Please allow up to 2 working days for a reply to your query during busy periods.
Our customer service can be contacted by email at info@pandomoto.com

SIZING INFORMATION
  • To help you choose the best size, you’ll find our Size Guide on every product page.
  • If you need more help, our customer care team can answer all your questions on sizing and fit – simply email info@pandomoto.com for advice.
YOUR ACCOUNT

We suggest you register on our website to make sure your shopping experience is as smooth as possible. You will have to enter your shipping and billing addresses, which will speed up your checkout.

Registering allows you to:

  • Verify order status.
  • Faster checkout.
  • Receive email updates and promotions.
  • You can modify your account at any time.

If you forget your account password, click on the “forgot password?” link. You will be sent an email with a temporary password. It is recommended to change your temporary password after logging into your account.

Upon checking out, you will be prompted to sign into your account. You will be able to make changes to your cart until the order is confirmed.

HOW TO MAKE A PURCHASE?

Purchasing from Pando Moto is easy: browse the products you are interested through our menu at the top or click on the search icon (top right) and enter a keyword(s) to search for a specific item or feature. When you have selected an item you wish to purchase, click “Add to Basket”. To complete the purchase, click on the shopping cart icon on the top right hand corner of the screen. This will take you through to the checkout process, where you will enter your shipping address and payment method. Done!

SHIPMENT TRACKING

You can track your order using your tracking number. You will receive this in a shipment confirmation email when your order is dispatched. You may have to allow 24 hours for this number to become active.
I HAVE RECEIVED AN INCORRECT ITEM
If you have received an incorrect item, contact us at info@pandomoto.com where an advisor will be happy to help.

CUSTOM TAXES AND DUTIES

Pando Moto operates on a Delivered Duty Unpaid basis. This means that any outstanding import duties, clearance fee’s, brokerage fees or other additional charges have to be paid by the customer upon delivery of your order.

Contact your local customs authority for more information.
The customer must take full liability for any parcels returned to Pando Moto due to unpaid customs charges or ignored/unseen emails from your customs office or chosen carrier. Any postal charges, returned shipment costs, customs charges and handling fees will be deducted from any due refund or exchange request.

RETURNS AND EXCHANGES

You can return items that you are not happy with within 30 days from purchase. You can download our a Returns & Exchanges form here, please inform us first prior to the return. Please note that Pando Moto is not responsible for any return shipping costs.

Please follow the steps:

  • Inform us, that you want to return an item.
  • Fill our returns form and place it together with your return.
  • All items must be returned unworn, unwashed and in its orignal condition complete with tags and packaging.
  • Send your return/exchange back to our warehouse addressed on the returns form.
  • If possible, provide us with tracking number of your return.
  • Once we receive your parcel we will process everything accordingly and keep you updated via email along the way.
  • Please allow up to 7 working days for your refund to reach your account. (Shipping costs are not refundable).
WILL I RECEIVE A FULL REFUND?

You will receive a full refund for products returned to Pando Moto within the 30 day refund period. All product must be in new, unused condition, with all garment tags still attached, and in its original packaging. The refund will be processed via the payment method used to place the initial order to the original account used for payment. Shipping costs are not refunded unless your items are faulty.

INTERNATIONAL CUSTOMERS: Customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.
Please note that it can take up to 7 business days for the refund to appear in your account.

WHAT HAPPENS IF AN ITEM(S) FROM MY ORDER IS OUT OF STOCK?

In the unlikely event an item you have ordered is out of stock we will contact you to discuss alternatives or issue you a refund for that item.

I REQUESTED AN EXCHANGE BUT RECEIVED A REFUND

Please check your email inbox, as we will have notified you before hand.
We may have been unable to exchange your item due to it not being in stock so we refunded you instead.

If you received a refund when you requested an exchange please contact us at info@pandomoto.com

WHAT PAYMENT METHODS DO YOU ACCEPT?

We currently accept the following payment methods:

  • Visa
  • MasterCard
  • American Express
  • PayPal
  • PaySera
  • Bank Transfer
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