Where do you ship from?
We ship from AUSTRIA.
Can I track my order?
Once the parcel is being processed by the shipping company, you will receive an email with your tracking details.
I want to change the mentioned order information, how do I proceed?
You cannot change your address or cancel / modify your order once placed due to our automated fulfillment. If you notice any mistakes in your address, please contact our customer care: support@pabloesperanza.com
What is the delivery time?
It generally takes 2-7 business days for your order to arrive within the EU. The lead time is a few days longer for other countries due to customs.
What are the shipping costs?
We offer free shipping to EUROPE. Shipping costs change depending on the shipping zone. Please find more information about delivery times and costs on the following page: SHIPPING COSTS/TIMES
In case of irregularities, please contact our customer care: support@pabloesperanza.com.
EU orders:
We ship out all orders from our distribution partner in AUSTRIA (EU). This means that if you order from an EU-country, there are no import and / or custom duties due.
UK orders:
Please refer to the Brexit notice.
Estimated delivery time is 3 – 7 working days. However, due to strict regulations at customs, please note that delivery may take a bit longer. Deliveries to the United Kingdom are shipped Delivery Duties Paid. Purchase price is total price and no further costs will be incurred.
In case you are charged (import) duty or tax, please contact our customer care: support@pabloesperanza.com. We will resolve this issue by refunding further levied duties.
Shipments are insured *
In case your order is taking longer to be delivered than was indicated, we encourage you to have a look at your tracking details.
1. Shipping status: Delivered
If the tracking details state that the parcel was delivered, we kindly suggest you ask your living partners and / or visit your neighbors to ask if they have received the parcel in your name. If this is not the case, please contact our customer care: support@pabloesperanza.com. We will start an investigation with the shipping company. These investigations can take up to two weeks. Average resolution time: 4 days.
2. Shipping status: No updates / (error) code
If the details have not been updated for a few days (5-10), or if an error is shown, please contact the shipping company in question. Also, our customer care can start an investigation with the shipping company. These investigations can take up to two weeks. Average resolution time: 3 days.
3. Shipping status: Returned to sender
If the details show that the parcel is returned back to our distribution partner, we advise you to contact our customer care: support@pabloesperanza.com. We will investigate why the parcel was returned and will re-ship the item to you.
Important information:
If the address details are filled out wrong by the customer, we are not liable for parcels that are delivered at a wrong address or are lost by the shipping company.
* Disclaimer: All orders whilst in transit from UMUT DOGAN to the shipping address are insured against theft and accidental damage. Once your items have been delivered to the specified delivery address, they are no longer covered by insurance.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
The cost of returning back must be paid by customers
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@pabloesperanza.com. The return process can variate depending on where you're located, this is to make the process as easy and quick as possible for you. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@pabloesperanza.com.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), Shoes with signs of wear & items without tags. Please always get in touch if you have questions.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
More information you will find on the following page: REFUND POLICY
Once your order has been shipped from our warehouse you will receive an email with tracking details
Tracking details will be activated by the courier within 24-48 hours
Please click on the link in the email to see the latest delivery information
For problems with delivery see "Delivery Problems" below
The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Once you have received an email confirming your order, it is no longer possible to modify your order or address details. To cancel your order, please get in contact with our customer care.
If you notice any mistakes in your address or want to cancel your order, please contact our customer care: support@pabloesperanza.com
We accept Visa, MasterCard, American Express, Maestro cards, PayPal, Bancontact, SOFORT.
At UMUT DOGAN, we value your personal online security. We use the latest SSL encryption technology to store and safely transmit your personal and payment information through our systems.
Website Security:
To ensure that your shopping experience is safe, simple and secure PABLOESPERANZA.COM uses Secure Socket Layer (SSL) technology. This technology encrypts and protects the data you send over the internet. If SSL is enabled then you will see a small padlock at the top left of your browser. You can click on this icon to find out information about the SSL digital certificate registration.
You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.
You can use our size chart to find out your shoe sizes.
Find the perfect size in the following page: SIZE CHART
LIVE CHAT: in the right bottom of your screen
EMAIL: support@pabloesperanza.com
Office hours: Monday - Friday 9:30-18:00 CEST
We are happy to help with inquiries related to orders placed on the Online Store. We strive to respond to every e-mail within 24-48 business hours, Monday to Friday, excluding holidays.
To ensure our emails do not get blocked, please add support@pabloesperanza.com to your address book or keep an eye on your SPAM folder.
Customer service is currently only available through Live Chat & Email. If necessary, our customer support team will contact you by telephone afterwards.
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