Frequently Asked Questions
We’re here for all your questions. From general info to specific requests, let us know how we can help.
Trouble setting up an account
How to set up an account
If you reach a block at any of the steps, try i) unblocking popups ii) switching browsers iii) switching devices.
VAT validation
Our site validates your VAT Number automatically. Please make sure to enter it in one of the following formats depending on your local tax authority’s requirements:
- With country code: LU36240485
- Without country code: 36240485
If your VAT number doesn’t show as validated (green), register without VAT and email us at customer-service@partao.com.
Other
If you have any remaining problems setting up your account, please contact us at customer-service@partao.com.
Accepted Payment Methods
Partao accepts Europe's leading payment methods including:
- Debit cards (e.g., SEPA)
- Credit cards (Visa, MasterCard, American Express)
- Digital Wallets (Apple Pay, Google Pay)
Depending on your device, a payment method might not show if it isn’t applicable.
At this time, Partao does not accept invoicing payment types including BNPL (e.g., Klarna), pay by invoice, or bank transfers.
Payment Decline
For your security and privacy, your bank is unable to share decline reasons with Partao. Please contact your bank or try a different card.
Troubleshooting:
- Ensure billing address and phone match your bank info
- Check sufficient funds
- Ensure 3DS windows display correctly (try another browser/device)
- Add a different card
Still having trouble? Contact customer-service@partao.com.
Gift Cards
At this time, Partao does not offer gift cards. If this is important to you, please reach out to customer-service@partao.com.
Shipping Rates & Times
Shipping rates and times are quoted individually for every order and vary by origin, destination, and package size.
Rates are determined by third parties. If a quoted rate changes (e.g., orders >20kg and >120cm L+W+D), we’ll confirm with you before placing the order.
We continually work to improve rates and delivery times. Feedback? Email customer-service@partao.com.
Where do I see shipping rates?
After adding items to your cart, click the cart icon (top right) to see a quote based on your billing address. At checkout, enter your shipping address to see more options and prices.
Where do I see shipping times?
Where confirmed, delivery timelines appear in the shipping methods page. If not shown, ETA will be sent by email after order placement. Tracking numbers are provided where applicable.
Returns
To view Partao's return policy and procedure, please check here.
Request account closure & deletion of personal information
Please email customer-service@partao.com including:
- Subject: “Account Closure”
- Email account and/or username
- VAT ID
- Statement: “I, [name], am the rightful owner of [account number] and would like to close my account.”
The sending email must match the account’s email. We may call the registered phone number for verification.
Reopening: If your account was closed and data deleted per policy, it cannot be reopened; you’ll need to create a new account.
Privacy and Cookie Policy
Identify Fraud
Partao will only contact you from addresses ending with _@partao.com regarding orders, account requests, or marketing. Report anything else to customer-service@partao.com.
Can't find the help you need?
Please reach out to customer-service@partao.com. This inbox is monitored Monday–Friday, 09:00–17:00, and we’ll reply ASAP. If you received any suspicious communication claiming to be from Partao, please report it to customer-service@partao.com.
