FAQ
Where do you deliver?
We deliver to addresses within the United Kingdom.
Where are orders dispatched from?
Orders are dispatched from the United States. PACTOVELLE is operated by HEARTHWELL GOODS LLC, a United States company.
How long will my order take?
Processing normally takes 1–2 working days. Standard delivery normally takes a further 5–8 working days after dispatch.
The estimated total is 6–10 working days. These times are estimates and may be affected by public holidays, transport disruption or customs processing.
How much is delivery?
Standard delivery costs £3 for orders below £50 and is free for orders of £50 or more.
The threshold is based on the merchandise subtotal after discounts and before delivery charges.
Will I have to pay import charges?
PACTOVELLE covers applicable import duties, import VAT and customs clearance charges for orders delivered under our Shipping Policy.
If a carrier requests an unexpected import payment, contact us with the notice so that we can resolve it.
What currency will I pay in?
Our prices and checkout charges are in pounds sterling (GBP). Your payment provider may apply its own conversion fee if your account uses another currency.
Can I change or cancel my order?
Email support@pactovelle.com promptly. We will try to make changes or stop dispatch.
If your order has already been dispatched, your statutory cancellation rights and our Returns & Refunds Policy still apply.
Can I return or exchange an item?
You may request a return or exchange within 30 days after delivery under our policy. We cover eligible return postage and standard delivery of an exchange replacement.
This voluntary policy does not limit your statutory rights.
Is there a restocking fee?
No. We do not charge a restocking fee.
When will I receive my refund?
We issue eligible refunds within the 10-calendar-day timeframe explained in our Returns & Refunds Policy and within applicable legal deadlines.
Your bank or payment provider may take additional time to display the credit.
What if an item is faulty, damaged or incorrect?
Contact us with your order number and a description of the problem. Photographs are helpful where available.
We will explain the appropriate remedy and cover necessary return costs. Your rights concerning faulty goods are not limited to the voluntary 30-day returns period.
Are items shown inside the organisers included?
Only the items expressly listed in the product's package contents are included.
Suitcases, clothing, shoes, toiletries, cables, electronic devices, documents and other demonstration props are not included unless the listing expressly states otherwise.
Will an organiser fit every suitcase, shoe or accessory?
No universal fit is promised. Check the product's confirmed measurements and the dimensions of the items you plan to pack before ordering.
How can I contact you?
Email: support@pactovelle.com
Telephone: +1 785-393-1575
Customer service is available Monday–Friday, 09:00–17:00, UK local time, excluding UK public holidays.