Help/FAQs
Help/FAQs
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Orders
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Where's My Order?
• Shipping times for our Masks
• Express within 2 working days
• Standard within 5 working days -
Shipping times for our Garments
They get shipped out within 7 working days from when you place your order.
Incase your products have not reached you after the above mentioned timelines please reach out to us by sending us an email at hello@lovepangolin.com below. Please include the following:
• Email address
• Your name
• Contact number -
Why is my Order showing awaiting fullfillment?
No need to worry, awaiting fullfillment means that your order has yet to be packed by our warehouse. Your order will be shipped as soon as possible (please refer to our shipping times for more details) and you will receive a shipping confirmation email as soon as your products leave our warehouse.
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I didnt receive an order confirmation what should i do?
Please check your junk mail in case the order confirmation has landed in there. If you still can't find your order confirmation please reach out to us by sending us an email at hello@lovepangolin.com below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button. Please include the following:
• Email address
• Your name
• Contact number
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Where's My Order?
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Returns & Refund
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What's your returns policy?
Garments:
We accept returns and exchanges of our products within seven days as long as the returned products are new, unused and returned with all original packaging and tags in order. -
How do I return my order?
Here's how to make a return:
Please email us at
hello@lovepangolin.com
Please include the following:
Order No.
Email address
Your Name
Contact Number
Reason for return/exchange
You can then package your product, enclose your order invoice and return via a trackable courier service to the below address:
Herringbone & Sui Pvt Ltd.
PLOT NO 1909, G.I.D.C, Phase 3
NEAR WATER TANK,
Umbergaon, Valsad Gujarat,396171
GSTIN:24AAFCB1309K1Z
*Return shipping cost to be borne by the customer.
*We do not have a return pick up policy. We are not responsible for the return/exchange of the items until they reach us. -
Can I combine items from several orders into one return parcel?
Unfortunately, items from separate orders will need to be returned in separate parcels.
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What's your returns policy?
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Shipping
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How long will Shipping take and cost?
Shipping time for our Masks
Express within two working days; Express shipping costs ₹250
Standard within five working days, Free Standard Shipping
Shipping time for our Garments
They get shipped out within seven working days from when you place your order. Free on orders above ₹2500, orders under ₹2500 will be charged ₹200. -
Do you offer express Shipping?
We currently offer Express Shipping only for our masks.
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Do you offer International Shipping?
We only offer international Shipping on our masks.
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Where do you ship to?
We ship all our products Pan India and our masks globally.
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Where do you ship from?
We ship from our facility based in Gujarat.
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Can I redirect my order to a different address?
Unfortunately, we cannot redirect orders to a different address once they have been shipped.
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How long will Shipping take and cost?
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Products
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How long can I use one filter?
On average our filters last for 100 hours. For optimal efficacy we recommend replacing the filter every fortnight. Be careful to store your mask safely in a clean environment.
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How should I store the filter for the mask?
When the mask and filter are unused - please store them safely in the provided seal-safe bag and maintain their pollutant inactivation health.
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How long can I store the filter without using it?
An unexposed filter can last for upto 3 years if unopened.
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How long can I use the mask shell for?
Since the protective filters are removable, your mask's outer shell can be used for as long as you like. We recommend changing once in 6 months , if maintained reasonably. To wash the shell, detach the filter and valves and simply dip the outer shell into room temperature water with mild detergent. Follow by a drip-dry.
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Can I wash the mask shell?
You can hand handwash your mask along with your filter attached in cold water and mild detergent. It is recommended you wash your mask once a week. The treatment we use which inactivates viruses works at an optimum level for upto 30 washes. The filter works at an optimum level for upto 15 washes.
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How does the exhalation valves function?
The exhalation valves act as a one way ventilation systems. Upon breathing out, air pushes against a silicon barrier in the valve allowing it to flow out past the shell. This makes it easier to breathe, controls the temperature behind the mask, reduces moisture and carbon dioxide buildup. The valves are engineered to only release air and not permit any air whatsoever to permeate in.
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Can I wash the valves?
After removing the silicon filter between the valve, you may dip the valve parts in water and gently wipe using a mild detergent. Avoid this unless necessary.
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What is the difference between your fabrics?
Havana
It is made from 100% long staple cotton that has been responsibly sourced and treated with our proprietary Re-Fresh technology, which keeps it fresher for longer. That means fewer washes, saving you water & energy! This garment has been constructed using a Loop back French terry fabric and has been designed to be worn throughout the year. It is lightweight and will absorb your sweat in the summer while keeping you warm during those winter evenings! It is a lightweight fabric!
Napoli
Our Napoli line is constructed using a soft fleece fabric that is perfect for days you want to feel comfy. It's heavier than our Havana line and has a luxuriously plush hand feel. It works well in Spring & Winter! -
Your products are often sold out; when will you restock?
Please be assured that we are restocking and receiving new stock regularly.
For updates on future product launches and pre-orders, please subscribe to our newsletter and or follow us on Instagram. -
Where are your products made?
Our products are made in our own factories where we offer our employees better wages and working conditions while respecting our environment. No child labour is used in the making of our products.
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Is your packaging sustainable?
Yes! Our products are packaged in KASAWA packaging.
Kasawa is Pangolin's zero-waste ecological alternative to non-recyclable plastic. Kasawa is a biodegradable and compostable alternative made from Tapioca and other plant-based extracts.
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How long can I use one filter?
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Technical
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Faqs for our masks?
Please click here to know more about the Technical Information.
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Faqs for our masks?
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Sizing
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Do you have a size guide for your clothing?
Yes, we offer a size guide for our products. You can find them on the product page. We have also listed a comprehensive size guide below.
Click here for our size guide. -
Will you offer a wider side range in the future?
We are looking to further expand our size range in the future! Do reach out to us via chat if you would like a size that is not available on our product page.
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Do you have a size guide for your clothing?