Help and Frequently Asked Questions

Need some help? We’re happy to assist! Below are answers to some of the most commonly asked questions about Pamono.

Need more immediate assistance? Email us and we’ll get back to you as soon as we can!

About Pamono


How does Pamono work?

Pamono is your go-to online resource for vintage and contemporary objects curated from an international array of high profile and underground galleries, shops, editors, artisans, manufacturers, and designers. We source world-class furniture, lighting, accessories, and crafts from around the globe and seamlessly deliver them right to your door.

How are the items for sale on Pamono selected?

Our sourcing team travels the globe to discover the most extraordinary dealers, makers, and design objects out there. We are highly selective, and we handpick our partners for their outstanding selections and expertise.

How often are new items added to the website?

All the time! New merchandise is added on a rolling basis. Subscribe to our newsletter to keep up to date on our latest objects and editorial.

What is the difference between vintage, contemporary, and exceptional objects?

Our vintage merchandise includes furniture, lighting, and accessories that were created in the past—anytime between the late-19th century and the year 2000. These objects are previously owned and often show evidence of use, which we believe lends a beautiful patina worth celebrating. Each object page includes information about the condition, and we welcome inquiries at contact@pamono.com if you’d like additional information.

Our contemporary objects—including furniture, lighting, objet d’art, crafts, and accessories—are new and unused, created in the 21st century. We specialize in unique, limited edition, and made-to-order pieces, usually handmade and conceptually exciting. Please note that our made-to-order items require several weeks to produce (once payment is received). If you’d like to special order any of our contemporary objects in custom colors, materials, and sizes, just contact us at contact@pamono.com.

Exceptional merchandise includes our finest design selection -both vintage and contemporary- featuring museum-quality and investment-worthy objects.

What is the condition of your vintage items?

Every item on Pamono has its own unique provenance and story. Some vintage pieces may show signs of use and wear, such as small scratches, dents, or irregularities in color or material. Depending on the age and origin, these signs may be more or less visible. These signs do not constitute a defect, but are an integral part of the personal history of each piece.

We take care to clearly describe the condition of each item. Please read this information on the object pages carefully, as well as taking note of the photographic evidence provided, before purchase.

How can I be certain an item is authentic?

Pamono carefully screens the value of each item and guarantees they are the highest quality. If you believe any item you've seen on Pamono is not described accurately, please send an email to contact@pamono.com .

Jump to Top

Orders


How can I place an order?

Once you have fallen in love with an item, just add it to your cart by clicking on the “Add Product to Cart" button. Products in your cart are reserved for you only after you have successfully completed the checkout process.

Can I reserve items prior to payment?

Unfortunately, we cannot meet all requests to reserve items. As many of our pieces are one-of-a-kind or limited edition, there is always the possibility that items may sell out. Therefore, we highly recommend purchasing swiftly in order to avoid disappointment.

I placed an order. What happens next?

After you've placed your order and your payment and shipping details have been verified, you will receive an Order Confirmation by email. Please note that this email does not represent yet the conclusion of a sales contract. Once the relevant vendor has confirmed the availability of your desired piece(s) and the shipment has been booked, we will send you a Booking Confirmation email to formally accept your order.

If your order is shipped with one of our white-glove services, a shipping company representative will call you directly within two to four weeks to schedule a delivery time.

If you would like to receive an update on your order and shipping status, please send us a note referencing your Pamono order number at contact@pamono.com. We will check the status and respond as quickly as possible.

Can I cancel an order?

If you ordered the wrong item or changed your mind, you may cancel your order by sending an email to contact@pamono.com. Please note that we cannot accept cancellations for orders that have already been dispatched. Cancellations can not be undone, but you can place a new order anytime.

How can I find the status of my order?

Once we confirm the availability of your purchase with our vendors, your order will be prepared for dispatch.

If your order is shipped with FedEx, UPS, or DHL, we will send you an email notification when your package has shipped, which will include tracking information.

If your order is shipped with one of our white-glove services, a shipping company representative will call you directly within two to four weeks to schedule a delivery time. If you would like to receive an update on your order and shipping status, please send us a note referencing your Pamono order number at contact@pamono.com. We will check the status and respond as quickly as possible.

Jump to Top

Payments


How can I pay on Pamono?

We accept payment by wire transfer, PayPal, or credit card (Visa, MasterCard, American Express).

How can I pay by wire transfer?

Please make sure to specify your order number in your wire transfer and to always pay separately for separate orders. Depending on your bank, it may take between two to four business days until your payment reaches us. If you return one or more products, the corresponding value of goods will be refunded to the bank account from which your funds were originally transferred.

Bank details for SEPA Credit Transfer:

Account holder : Pamono GmbH
IBAN : DE30 1007 0024 0137 8686 00
BIC : DEUTDEDBBER

Can I pay by credit card?

You can comfortably and securely pay with your credit card during checkout. We accept MasterCard, Visa, and American Express.

We take your security very seriously. Your credit card data is submitted using the SSL technology. In this way, all personal information that you send to us is encrypted and cannot be viewed by others.

What about PayPal?

You can also safely and easily pay via PayPal during checkout. At the end of the ordering process, you will be redirected to PayPal. If you're already a PayPal customer, you can login with your user data and confirm with the payment. If you’re new to PayPal , you can login as a guest or open a PayPal account and then confirm the payment.

If you return one or more products, the corresponding value of goods will be refunded to your PayPal account.

Jump to Top

Taxes & Duties


How are your items taxed?

As a rule, value-added tax (VAT) will be applied using the “taxation on the margin” scheme pursuant to Section 25a German Value-Added Tax Act (UStG) (margin scheme re Articles 313, 326 or 333 of the EC VAT Directive 2006/112/EC). Taxation on the margin is a special type of tax treatment provided by law for commerce in used merchandise. In this case, the amount of VAT will not be separately itemized on the invoice. Thus, no deduction of input tax will be possible.

Taxation on the margin may not be applied to certain goods subject to “standard taxation.” In this case, the legally mandated rate of VAT will be included in the invoiced price.

For deliveries of goods subject to “standard taxation” to the rest of the Community Territory of the EU (intra-Community deliveries), businesses may request a VAT-exempt invoice pursuant to Section 6a German Value-Added Tax Act (UStG) by providing their VAT ID number to prove their commercial status.

For deliveries outside the European Union (export deliveries to a Non-EU Country from a tax perspective), the Buyer may request the issuance of a VAT-exempt invoice in accordance with Section 6 German Value-Added Tax Act (UStG). The purchaser will be responsible for paying tax and customs duties on the delivered goods in accordance with local regulations in the destination country.

I am a customer in the EU. Do I have to pay duties and taxes?

If you are ordering from within your own customs zone or country, import duties will not be applicable. Whether or not the the product is shipped from the EU is indicated on the product detail page. You may have to pay VAT, which will be included at the checkout.

I am a customer from outside the EU. Do I have to pay duties and taxes?

For all customers shopping from outside the EU, import duty is not included in the prices you see online. You may have to pay import duties upon receipt of your order or at a later date, depending on your customs authority. You will not have to pay VAT or sales taxes, but there may be other local taxes that you need to pay to receive your order.

I am a trade customer from the EU with a valid VAT ID. Can I get a zero VAT invoice?

For deliveries of goods subject to “standard taxation” to the rest of the Community Territory of the EU (intra-Community deliveries), businesses may request a VAT-exempt invoice pursuant to Section 6a German Value-Added Tax Act (UStG) by providing their VAT ID number to prove their commercial status.

Jump to Top

Shipping & Returns


How are items shipped?

Pamono's Customer Care Service includes logistics specialists who can securely coordinate all transportation matters on your behalf. We ship smaller items via FedEx, UPS and DHL. Large and/or fragile items are shipped with a specialized “white glove” furniture logistics partner. You are also welcome to organize transportation yourself by working directly with the seller. These options can be selected in the order checkout process.

How much does delivery cost?

Shipping is calculated at checkout, but here are some estimates for your reference:

Smaller items Larger and/or fragile items Made to Order
Shipping Method Ground White Glove Ground/White Glove
Estimated Shipping Cost** €100 - €1000+ €100 - €1000+ €100 - €1000+
Shipping Time* 2-3 weeks 2-4 weeks Depends on the production time
Delivery Times Monday - Friday 09:00 - 17:00 Scheduled directly with the shipping company Depends on shipping method

* All time periods are approximate. Please note that in some cases, delivery can take longer than 6 weeks. This typically happens when the dealer and/or buyer are located in more remote areas.

** Depends on the size of the item and the delivery location

The following areas are excluded from our standard shipping rates displayed online:

  • France: Corsica and all areas outside mainland France
  • Germany: all German islands
  • Greece: All Greek islands
  • Italy: All Italian islands
  • Portugal: Madeira and Azores
  • Spain: all Spanish islands, Ceuta and Melilla
  • UK: Channel Islands, Isle of Man, Shetlands and all Scottish Islands
  • US: Hawaii, Alaska

For any orders to these areas, please mail to contact@pamono.com before placing an order to receive a shipping quote. Please note this list is not exhaustive and we may ask for additional shipping charges to remote areas.

How long will it take to receive an item?

Shipping times will vary, as all items are shipped directly from the dealer. Within the EU Parcels usually arrive between 2-3 weeks after your order. Bulky items usually arrive 3-5 weeks after your order. Parcels shipped to a destination outside the EU arrive within 3-4 weeks, large/bulky items within 4-5 weeks. Made-to-order and customized pieces may take longer than 6 weeks to deliver depending on the production time.

Please note that the vendors we work with pack all the fragile objects by hand; this individualized, thoughtful attention means that dispatch may take a little longer than with an automated fulfillment process.

Can I arrange a preferred date for delivery?

If your order is shipped with FedEx, UPS, or DHL, it is unfortunately not possible to schedule a definite delivery time.

If your order is shipped by one of our white-glove services, a shipping company representative will call you directly to schedule an appointment for delivery. The delivery date is out of Pamono’s control.

I need my order to be delivered fast. Can I book express shipment?

We completely understand that delivery of our one-of-a-kind items sometimes just can’t come fast enough. If you are interested in express delivery, please get in touch with us prior to your order at contact@pamono.com. Please note that all express shipments are subject to a surcharge.

Can I track the process of my shipment?

Yes! If your order is shipped with FedEx, UPS, or DHL we will send you an email notification when your package has shipped, which will include tracking information.

If your order is shipped with one of our white-glove services, a shipping company representative will call you directly within two to four weeks to schedule a delivery time.

If you would like to receive an update on your order and shipping status, please send us a note referencing your Pamono order number at contact@pamono.com. We will check the status and respond as quickly as possible.

Do you deliver items into my home?

All standard deliveries are “curbside” in order to provide you with the best possible shipping rates. For heavy items, please ensure that someone is available to assist with off-loading on arrival, as we are only able to send out one driver.

If you wish to have your item delivered into your home, please select the "In-Home Delivery" option in the checkout page, additional handling costs will apply.

If I order several items, will they be delivered at the same time?

It depends. Our furniture is shipped from various dealers around the world, so items can arrive to your location at different times.

Do you ship to my country?

Currently, we automatically ship to the following countries using our specialized ground and white-glove delivery services: Belgium, Germany, Denmark, France, Ireland, Italy, Canada, Luxembourg, Netherlands, Norway, Poland, Portugal, Sweden, Switzerland, Slovakia, Spain, Czech Republic, Hungary, United Kingdom, Austria, United States.

If you would like to purchase something and your delivery country is not in this list, please get in touch with us at contact@pamono.com and let us know which item you are interested in, along with your full shipping address, and we will be happy to send you a shipping quote within 24 hours.

Do you deliver to P.O. boxes?

We do not deliver to P.O. boxes due to courier restrictions.

Can I return an item purchased on Pamono?

Yes! We are certain that you will love the pieces we offer. However, if you are not completely satisfied with your purchase, you may return any eligible product within 14 days of delivery. Please note that custom and made-to-order items may not be eligible to be returned.

I received a damaged item. What are the next steps?

If you believe you received an incorrect, misrepresented, or defective item we do our best to process your refund swiftly. Please follow these simple steps:

  1. Send us an email at contact@pamono.com that informs us of your wish to return your purchase. For speediest processing, please include your name, telephone number, order number, and, where applicable, photographs documenting the damage or error.
  2. Once your request is received and approved by our Customer Service team, we will send you a printable shipping label (for smaller items) and a telephone number for FedEX. Once you have packed the item please call FedEx and schedule a convenient pick-up time. For larger/fragile items we will arrange a pick-up time with you and our logistics partner. Please remember we need the best telephone number to reach you to arrange the pick-up.
  3. Refunds are typically processed within 14 days.

If you want to claim a defected item later than 6 months after receipt of the goods, you have to prove (e.g. through a snapshot of the defect with automatic date reference by a digital camera) that the defect has already occurred within 6 months after delivery.

How do I return an item purchased on Pamono?

Please follow these simple steps:

  1. Send us an email at contact@pamono.com that informs us of your wish to return your purchase. For speediest processing, please include your name, telephone number, order number, and, where applicable, photographs documenting the damage or error.
  2. Once your request is received and approved by our Customer Service team, we will send you a printable shipping label (for smaller items) and a telephone number for FedEX. Once you have packed the item please call FedEx and schedule a convenient pick-up time. For larger/fragile items we will arrange a pick-up time with you and our logistics partner. Please remember we need the best telephone number to reach you to arrange the pick-up.
  3. Refunds will be processed after the goods have been received by the dealer of origin. You are responsible for safely packing and shipping the item back to the dealer. Each returned item must be received in original condition. We reserve the right to deduct for any damage that may have occurred after an item was delivered to the buyer. If you return your order with FedEx, DHL, or UPS, you need to ship the item back no later than 15 days after receiving the shipping label in order to be eligible for a refund.

You will have to pay for return shipping unless we verify that the item arrived damaged or that the item’s listing was inaccurate or misleading.

Jump to Top

Accounts


I forgot my password. How can I get a new one?

Just click on the “Forgot your password?” link on the “Sign In” page. Then simply enter your email address and hit "Submit." Within a few minutes you will receive an email to reset your password. If you do not receive the email, please check your spam folder. If you still cannot find it, please email us at contact@pamono.com.

How do I subscribe from Pamono emails?

Just scroll down our home page and you’ll find at the right side a field where you can enter your e-mail address. Make sure to verify your e-mail address once you have signed up.

How can I open a customer account?

Creating an account brings benefits like quicker checkout, order status updates, and wishlists. If you’d like to create an account, please click here.

I represent a shop, gallery, studio, or maker. How do I find out more about selling on Pamono?

Please fill out our application here or send an email to editors@pamono.com. Please note that Pamono is highly selective and carefully screens every prospective vendor in order to guarantee our world-class offering.

I am not a professional dealer. Can I sell my own objects on Pamono?

Currently, Pamono cannot sell on behalf of private individuals, and we work only with professional galleries, shops, editors, artisans, manufacturers, and designers.

Jump to Top

Security


Is my customer data secure?

We use SSL technology. Therefore, all personal information you share with us is automatically encrypted and cannot be viewed by others.

What is the “Trusted Shops” certificate?

Online shopping is convenient and not tied to opening hours. Unfortunately, not all suppliers and dealers are really trustworthy. The "Trusted Shops" certificate means you can shop safely and confidently, because our site meets the highest standards for data and security. A comprehensive certification system monitors compliance with the recommended criteria of consumer protection agencies. Additionally, registration for buyer protection with money-back guarantee is possible at the end of each order. The Pamono “Trusted Shop” certificate can be found here.

Jump to Top