Need Help?

We are here to help you! Please find below common Help Topics

1) Trouble setting up an account

• How to set up an account:

  • If you reach a block at any of the above steps, try common troubleshooting tips such as i) unblocking popups ii) switching browsers iii) switching from mobile to computer.

• VAT validation

  • Our website will automatically validate your VAT Number. If your VAT Number is not showing as validated (green), please register your account without a VAT number and email us at customer-service@partao.com and we will manually validate your number. 

• Other

  • If you still are not able set up an account, please reach out to us at customer-service@partao.com.

2) Payment and Pricing

• Accepted Payment Methods

  • Partao accepts Europe’s leading payment methods including

    • Debit cards (eg SEPA)

    • Credit cards

    • Digital Wallets

  • At this time, Partao does not accept invoicing payments types including BNPL (eg Klarna), pay by invoice, and bank transfers. 

• Payment Decline

  • For your security and privacy, your bank is unable to share information with partao regarding the reason for your declined payment. Please reach out to your bank directly to address these payment issues, or consider using a different card.

  • Have to tried these troubleshooting tips:

    • Ensure your billing address and phone number match your bank account information

    • Check that you have sufficient funds available for the purchase

    • Ensure 3DS authentication windows are correctly showing on your chosen device (switch browser of device in case of format/scrolling issue or scrolling option to display a full screen)

    • Add a different card as a payment solution. 

  • If you are still having trouble, please contact us at customer-service@partao.com.

• Gift Cards

  • At this time, Partao does not offer gift cards. If this is something important to you, please reach out on customer-service@partao.com.

3) Shipping & Delivery

• Shipping Rates & Times

  • Shipping rates and times are quoted individually for every order. These costs and delivery times vary based on many things including where your item(s) are coming from, where your business is located, and the size of your package

  • Shipping Rates are determined by third parties. If there is a change to your shipping rate from the price quoted at checkout, we will contact you to confirm shipping quotes before placing the order. This might happen if your order is (>20kg and >120cm L+W+D).

  • Our team is continuously working to improve our shipping rates & time. If you have any feedback, please let us know at customer-service@partao.com.

  • Where do I see shipping rates?

    • After adding your item(s) to your cart. Please click the cart icon in the top right hand corner. There you will see a shipping quote based on the billing address associated with your account. 

    • After clicking checkout, please populate your shipping address. Various new shipping methods might appear at different price points to route your delivery. Please select one and click next to proceed to payments. 

  • Where do I see shipping times? 

    • Partao currently ships through numerous standard shipping third parties.Where we have confirmed delivery timelines, this will be communicated in the shipping methods landing page. If there is not a delivery time visible in the window, shipping ETA will be confirmed via email following order placement. Where applicable, tracking numbers will also be provided.  

• Delivery Windows

  • We are currently working to improve our shipping options to include delivery windows. We hope to have these specifications soon!

• Pick Up Point Deliveries

  • We are working with your local logistics partner to bring you pick up point delivery options in the near future. 

4) Returns

• To view Partao’s return policy and procedure, please check here.

5) Managing your Account

• Request the closure of your account and deletion of your personal information 

  • Please submit a request containing the following fields to customer-service@partao.com:

    • Email Subject line “Account Closure”

    • Email account and/or username

    • VAT ID

    • Specific wording including “I, [name], am the rightful owner of [account number] and would like to close my account.

    • The sending email address must be the email address that the account was set up from for verification purposes. Partao might call the account registered phone number to further verify account ownership.

    • Reason for closure [optional]

  • Reopening an account. If your account has been successfully closed and your data deleted in compliance with data retention policy, we will not be able to reopen the same account. You and/or your company will be required to set up a new account without the order history from your previous account.

6) Security & Privacy

• Privacy and Cookie Policy

• Conditions of Use

7) Identify & Report Scams

• Identify Fraud

  • Partao will only send you communications from _@partao.com regarding your specific orders, account requests, or marketing communications. If you receive anything else, please report to fraud@partao.com. 

• Report something suspicious

  • If you received any suspicious communication claiming to be from Partao, please report it to fraud@partao.com

8) Other

• Can’t find the help you are looking for here? Please reach out to us on:

  • customer-service@partao.com. Please be aware that this email is monitored Monday to Friday from 0900 to 1700 and we endeavor to reply to your request ASAP.