Help/FAQs

If you have other questions, please just send it to hello@lovepangolin.com

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Need Help?

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

If we aren’t available, drop us an email and we will get back to you within 2-6 hours!

Orders

• Shipping times for our Masks
• Express within 2 working days
• Standard within 5 working days

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

No need to worry, awaiting fulfillment 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.

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

Returns & Refund

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.

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

*For exchanges we arrange for the pickup / For returns, return shipping cost to be borne by the customer.

Unfortunately, items from separate orders will need to be returned in separate parcels.

Shipping

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
At our company, we prioritize preserving our planet's resources by minimizing material wastage. To ensure this, we manufacture your garments only after you place your order. This ensures that no resources are wasted in making garments that aren't purchased. Therefore, you can expect your order to be shipped within 7 days of you placing it.

We currently offer Express Shipping only for our masks.

We only offer international Shipping on our masks.

We ship all our products Pan India and our masks globally.

We ship from our facility based in Gujarat.

Unfortunately, we cannot redirect orders to a different address once they have been shipped.

Products

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.

When the mask and filter are unused - please store them safely in the provided seal-safe bag and maintain their pollutant inactivation health.

An unexposed filter can last for upto 3 years if unopened.

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.

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.

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.

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.

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!

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.

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.

Technical

Please click here to know more about the Technical Information.

Sizing

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.

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.

Unable to find satisfactory answers ? Contact Support