FAQ

WHEN WILL MY ORDER SHIP?
Orders normally take 1-5 business day to process. This does not include transit time. For more information please contact our customer service department and they will be able to provide more information regarding the status of your order: pajarwebservices@gmail.com

HOW LONG DOES IT TAKE FOR A REFUND TO APPEAR ON MY BANK STATEMENT?
You will see your refund within 2-5 business days from the processing date. However, depending on your financial institution, it could take up to 10 business days for your funds to be reflected on your statement. We will send you an email once we have completed the refund process.

IS THERE A SHIPPING FEE FOR RETURNS?
Shipping is free for all outgoing orders over $100 before taxes and all exchanges. If a return is requested, customers are responsible for returning the item(s) at their own expense. Shipping costs for products to be refunded are not covered by Pajar Canada Ltd.

CAN I MODIFY OR CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
We start working on your order as soon as you’ve placed the order, please make sure all entered information is accurate before ordering. If the order hasn’t been shipped you can email us at pajarwebservices@gmail.com to verify if we can still cancel or modify the order. In the event where your order has shipped, and you’re not totally satisfied, visit our Warranty, Refunds and Exchanges Policy

DO YOU SHIP INTERNATIONALLY?
We only ship orders within North America (Canada & United-States)

DO YOU SHIP TO P.O. BOXES? 
We do not ship to P.O. Boxes. 

HOW DO I MAKE A RETURN/EXCHANGE?
Please note, that you have a 30 day time period from when you have received your order to contact us. In order to process a return/exchange please contact us at: pajarwebservices@gmail.com for the reason for exchanging your order. 

Any item returned without an RA form can risk being misplaced and may cause a delay in refunds or exchanges being issued.

Please note that all online returns/exchanges cannot be processed in store. 

WHY WAS MY ORDER CANCELLED? 
This occurred because the stock wasn't available in the warehouse when we began to process your order. You will receive a cancellation email and a refund via the original payment method used.

WHEN WILL THE OUT-OF-STOCK ITEM BE AVAILABLE?
When an item displayed on our website is no longer available, it will indicate that the item is “Sold Out” on the product detail page. Once the item is restocked it will appear available on the website, unfortunately we dot not have any precision on when items become available. We suggest keeping a lookout on our website to see upcoming new styles or replenishment!

I HAVE AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO? 
Please contact our customer support team at pajarwebservices@gmail.com with the order number and the incorrect item’s name. Attach a photo of the item you received with your proof of purchase.
*Note you have 24 hours after the order is placed to contact Customer Service.

WHAT PAYMENT METHODS DO YOU ACCEPT?
Pajar Canada accepts Visa, MasterCard, AMEX, Apple Pay & PayPal. 

THE DELIVERY ADDRESS I ENTERED ON MY ORDER IS INCORRECT
Please contact pajarwebservices@gmail.com immediately within 24 hours of placing the order. However, we cannot guarantee that we will be able to make the necessary adjustments. All orders that have been shipped to an incorrect address will be the customer’s responsibility. Pajar Canada will not be responsible for packages and/or additional fees that are associated with shipment to an incorrect address.

CAN I GET A PRICE ADJUSTMENT?
Price adjustments are permitted only when an item has been marked down on our website. A price adjustment request must be made within 7 days of a purchase. As a courtesy, we will grant a price adjustment grace period of 1 week preceding a mark down – if you purchase an item, and it is marked down after 1 week from the date of your purchase, you have 24 hours to request a price adjustment after the item has been marked down. Due to the very high volume of transactions during the weeks of Black Friday and Boxing Day, we will not be able to process any requests for price adjustments. To receive a price adjustment for eligible items, please email us with your order number at pajarwebservices@gmail.com. Once a price adjustment has been applied, your purchase is a final sale and cannot be returned or exchanged.

Please note that we do not offer any price matching.

HAVE YOU RECEIVED MY RETURNED ITEM?
Please allow 2-5 business days for your parcel to reach us – we’ll send you an email to let you know when we’ve got it. Any item returned without an RA form can risk being misplaced and may cause a delay in refunds or exchanges being issued.

DO YOU OFFER EXPRESS SHIPPING?
We currently do not have an option for express shipping. 

HOW DO I TAKE CARE OF MY PAJAR BOOTS? 

  • Boots with leather, nubuck and nylon uppers:
  • Clean surface using a damp cloth, once dry, apply a silicone-based weatherproof spray.

  • Boots with suede uppers:
  • Clean surface using a suede brush, then apply a silicone-based weatherproof spray. 

    If your boots are wet from the elements, clean them with a damp cloth and mild soap then let them dry in a ventilated area and away from a direct heat source. Clean your boots before putting them in storage in a dry area for the warmer months.

    HOW DO I TAKE CARE OF MY PAJAR JACKET?

    The cleaning procedures for your Pajar Jackets are printed on the tag inside the jacket.

    We normally suggest to wash the jacket with cold water, on tumble, with dryer balls on a low setting.

    If the down is flat, it can take more than one cycle for the dawn to completely dry. 

    Please note:

    1. Do not put any fabric softener
    2. Remove the fur trim when washing
    3. Our real leather/wool jackets are made to be dry cleaned

    IS MY PAJAR JACKET WATER PROOF?
    Unfortunately, our Pajar jackets are water resistant not waterproof.
    *Please note, our jackets are not Rain Coats. 


    WHERE CAN I REPAIR MY JACKET?
    We currently offer jacket repairs in Canada only with www.hollanderizing.com

    Please feel free to contact them for pricing details at customerservice@hollanderizing.com

    DO YOU OFFER A SERVICE FOR CLEANING JACKETS?
    We currently offer jacket cleaning in Canada only with www.hollanderizing.com

    Please feel free to contact them for pricing details at customerservice@hollanderizing.com

    WHAT ARE THE INSTRUCTIONS FOR FUR TRIM CARE?
    Over time, the fur will dry up and will start to shed. A specialist/furrier would be able to reduce some of the shedding by applying conditioning treatments and regular cleaning. 

    1.  7°C is optimal, but any temperature under 12°C is worthwhile.
    2. Humidity controlled between 45 and 55%.
    3. Vermin and insect proof.
    4. Minimal U.V. light exposure.
    5. Ample space for each garment.
    6. Do not dry clean .
    7. Always take your fur trim to a specialist, if there is an issue, do not remedy yourself.
    8. Never wash the fur trim yourself.
    9. Never place fur in a refrigerator or freezer: this could cause the fur to dry out and the skin to crack.
    10. Protect your fur trim from friction and rubbing (e.g. repetitive rubbing against a purse strap can quickly and permanently damage your fur trim).
    11. Fur should never be washed in water or dry-cleaned. If you have questions about fur repair or maintenance, please consult a professional furrier.
    12. Even though fur is resistant to snow and rain, you should try not to let it get soaked.
    13. If your fur trim gets wet, shake it out as soon as possible to remove excess water.
    14. Brush your fur trim from time to time to restore its volume, with a fine fur brush.

    HOW DO I FIX FEATHER LEAKS?
    Every time a feather is half out, try to pull it to the other side to prevent it from coming out completely. You must take into account the fact that there will always be natural leaks from any feather jackets.