Customer Care

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Customer Care

Account & Privileges


 

Having an account with PEDROSHOES.COM will speed up the checkout process and allow you to keep track of your orders. You can sign up for an account before shopping or create one before you proceed to checkout.

You also have the option to shop through guest checkout. However, your information will not be stored and you will not be able to check or make amendments to your order if you have opted for guest checkout. If you change your mind, you can still create an account after placing your order using your current details.

By creating an account, you will be able to:

  1. Checkout faster by saving your address in your Address Book
  2. View your order status and history under My Purchases & Returns
  3. Save your favourite items in your Wishlist
  4. Receive the latest news on Promotions, New Arrivals and Online Exclusives

Head on over to the Sign In page and fill in your particulars under Create An Account.

1. Head to the Sign In page and enter your email address under Forgot Password. You will receive an email with a link to reset your password.

2. To change your password, sign into your account, head to My Account and then to My Profile page.

Sign in to your account, head to My Account and then to My Profile. You can then edit/update your particulars.

Sign in to your account, head to My Account and then to Address Book. You can then edit/update your billing and shipping addresses and save them for future orders.



PEDRO PRIVILEGE MEMBERSHIP

PEDROSHOES.COM does not offer Privilege Membership program at present for locations outside Singapore. For more information pertaining to Membership programs, please contact your local* PEDRO Retail boutiques directly.

*Only applicable to countries with PEDRO retail presence, click here to find out the boutiques information.

 

Need Help?

Contact our customer service team for assistance.

      Phone

+65 6488 3688 (operating hours only)

      Email

customers@pedroshoes.com

Customer Service operating hours :
Monday - Friday 0900 to 1800 (GMT +8).
Closed on Saturday Sunday and Public Holidays.

 
 
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Customer Care

Products & Pricing


 

Authentic PEDRO products are available at our PEDRO retail boutiques. To locate a PEDRO boutique near you, click here.

Our products are also available via our official online stores: Australia, Cambodia*, China*, Hong Kong, Indonesia*, Macau, Malaysia, Singapore, South Korea, Taiwan, United Kingdom and United States of America

Online Store- Cambodia
Online Store- China
Online Store- Indonesia

PEDRO does not offer merchandise for sale through individuals, unauthorised retail locations, Internet auctions, online forums, social media platforms and any other online retailers besides those mentioned above.

If you buy a PEDRO product through an unauthorised dealer, you could be purchasing a counterfeit item which may differ from what was advertised and delivered to you. As a result, you will not enjoy the high-quality standards embodied in the PEDRO brand as well as the benefit of our after-sales service. Counterfeit products do not undergo our inspection or testing processes.

PEDRO anti-counterfeiting efforts
We protect and enforce our intellectual property rights rigorously. We cooperate with law enforcement agencies, government bodies, customs authorities and third party platforms to stop the manufacture, shipment and sales of counterfeit PEDRO products. We also work with domain name registrars to take down fraudulent websites.

You may contact us at customers@pedroshoes.com to report any suspected counterfeit products or fake websites.

Please provide us with as much information as possible, including:

1. Location
2. Number of products offered
3. Type/style of products offered

On PEDROSHOES.COM, new arrivals will be introduced on a weekly basis.

If the item you’re looking for is out of stock online, we can check for its availability in our physical stores, provided it’s not an Online Exclusive. Please contact us at customers@pedroshoes.com or on live chat for further assistance.

Our products are restocked regularly, depending on stock availability and demand. You can find them in our Back In Stock page under WOMEN and MEN menu.

Our Online store offers a wider range of products as compared to our Retail boutiques. Selected items may not be available in the Retail boutiques or may only be available in selected boutiques.

*Refer here to find PEDRO retail boutiques near you.

To help you find your most suitable size, we recommend that you refer to our Size Guide to help you choose the most suitable sizes for your products. You may also find the Size Guide available on each of our product page beside ‘Select Size’ option.

PEDRO currently does not provide customisation service.

Our products are made of genuine leather; synthetic fabrics and materials; and metallic accessories which can react to humidity, salt and atmospheric agents. This may cause irreversible wear and tear, so we recommend you to keep your item(s) dry.

Overexposure to light and heat; direct contact with rain; oil and grease (makeup); alcohol (perfume, solvents); and other abrasive products or excessive friction, should be avoided as colour fading may occur. Care should be taken when wearing lightly-coloured garments and/or when storing products with different colours together as the colours may transfer onto each other.

To keep your shoes, bags and accessories clean, wipe them with a soft dry cloth. When they are not in use, store them in a protective bag in a clean, cool and dry place.

All our materials are carefully crafted and sourced for their unique qualities. Any incidental marks, tonal changes and/or textural variances are part of the material’s natural characteristic and should not be considered as imperfections.

Click here for a comprehensive material care guide with detailed instructions on how to care for your PEDRO product(s).

Any form of price adjustment to orders is not applicable.

 

Need Help?

Contact our customer service team for assistance.

      Phone

+65 6488 3688 (operating hours only)

      Email

customers@pedroshoes.com

Customer Service operating hours :
Monday - Friday 0900 to 1800 (GMT +8).
Closed on Saturday Sunday and Public Holidays.

 
 
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Customer Care

Orders


 

Orders are confirmed once payment has been successfully completed. You will receive a confirmation email from PEDROSHOES.COM within 15 minutes to inform that your order has been received. (Do ensure to check for the confirmation email that may have been directed to your junk folder)

To check if your order has been successfully placed, sign in to your account and click on 'My Purchases & Returns' via 'My Account'.

Guest orders will not be visible under My Account, you may contact our Customer Care Team for further assistance.

Placing an item in your shopping bag does not guarantee that the item is reserved for you. If the product is no longer available, our website will alert you that the product is out of stock. Your order will only be confirmed after payment has been made.

For order placed with valid account, you may view your order status in ‘My Purchases & Returns' under ‘My Account’ upon signing in.

Refer to the table below for the order status:

STATUS DESCRIPTION
In Progress Your order is currently being processed
Confirmed Your order has been confirmed
Shipped Your order has been sent to the designated courier company. You will receive a notification email with tracking number
Cancelled Your order has been cancelled
Complete Your order has been successfully received.

For order placed with Guest checkout, you will not be able to view your order status. However, you may track your shipment via the online tracking system of the designated courier company once you have received the shipment confirmation email.

For further assistance, please contact our customer Care Team.

To view your order information and history, sign in to your account and click on 'My Purchases & Returns'. Click on 'View Order' that corresponds to your order number.

If you have opted for guest checkout, you may view your order information via the confirmation email sent to you. Please contact us our Customer Care team for further assistance.

We are unable to amend an order once it has been placed, however you have the option to cancel your order within 60 minutes grace period for order made under Standard Delivery and within 15 minutes grace period for order made under Express Delivery. The cancel option will be available on the same order and can be found via “My Purchases & Returns” upon login into your account.

Please note that after the grace period, the cancel order function will be disabled and your order will proceed accordingly. If you wish to change your mind after placing an order, you may return the item(s) that comply with our Returns Policy.

Yes, if your order is under Standard Delivery, you will have 60 minutes grace period to cancel your order and for Express delivery, you will have 15 minutes grace period to cancel your order. The cancel option will be available under the same order and can be found via“My Purchases & Returns” upon login into your account.

Please note that after the grace period, the cancel order function will be disabled and your order will proceed accordingly. If you wish to change your mind after placing an order, you may return the item(s) that comply with our Returns Policy.

If your order is unable to place successfully, please kindly check if the correct address, postal code and authentication code (if applicable) were used. Do note that only periods (.) and commas (,) are recognized characters within the fields.

Please kindly contact our Customer Care Team with the Order Number, Name and Email address for assistance.

All orders, including cancelled orders, will be recorded in your purchase history. To reorder, sign in to your account, go to 'My Account' and then to 'My Purchases & Returns'. Locate the View Order Details button that corresponds to your order. You can view the items you have cancelled and add them back to your shopping cart.

Your payment will be refunded back via your original payment mode. Please allow up to 14 business days* for payment to be refunded and note that processing time may vary for different issuing banks. Once your refund is processed, you will receive a notification email.

Once an order has been successfully placed for either account checkout or Guest checkout, an email containing the order details will be send to your provided email address. Do check your junk folder as the email may be directed there. If you have not receive your Order Confirmation, please check the email address entered.

You may also log in to your PEDRO account to monitor your online orders. Orders will not show under ‘My Purchases & Returns’ if you have checked out as a Guest.

All orders will be fulfilled based on available stock. If a particular product in your order does not meet our quality checks or is out of stock, your order will be processed with the remaining item(s). Item(s) not included will be refunded accordingly.

Please contact our Customer Care Team immediately with the following information:

1. Your order number
2. Images of the item(s) showing the overview and a close up of the issues.
3. Description of the issues

Please do not dispose/throw away the item(s) as it may need to be returned to PEDRO. Our Customer Care team will get in touch with you to assist you on your concern.

You may return or exchange item(s) via the Online Store if the item(s) received by you is a wrong shipment, by submitting a Return Request online within 30 days from the date of delivery. If the item(s) is still in stock, we will ship the replacement item(s) to you. PEDRO reserve the right to do an exchange by way of an item(s) of a similar value or any other methods at the discretion of PEDROSHOES.COM.

 

Need Help?

Contact our customer service team for assistance.

      Phone

+65 6488 3688 (operating hours only)

      Email

customers@pedroshoes.com

Customer Service operating hours :
Monday - Friday 0900 to 1800 (GMT +8).
Closed on Saturday Sunday and Public Holidays.

 
 
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Customer Care

Delivery


 


DELIVERY

We currently offer two delivery options in USA that include duties and taxes and with order tracking services.

Delivery Destination: USA

Delivery Option Delivery Time Rates
Standard Within 4 - 6 Working Days Free
(Includes Duties And Taxes, With Tracking)
Express Within 2 - 4 Working Days US$55
(Includes Duties And Taxes, With Tracking)

All orders are currently shipped out from Singapore.

Working days refer to Mondays to Fridays, not including Saturdays, Sundays, and Public Holidays in Singapore. Orders placed and confirmed by 0900 hours (GMT+8) will be processed on the same day, while orders placed and confirmed after 0900 (GMT+8) on Friday, Saturday or Sunday will be processed on the next working day.

*Please note that delivery may take longer during sale events.

Deliveries are made Monday through Friday, except for Saturday, Sunday and Public Holidays.

PEDROSHOES.COM is committed to delivering your order at the soonest in compliance with the rules and regulations of the authorities at the delivery destination. Orders containing restricted materials might be denied delivery due to a location's regulatory restrictions. Please check with your local authorities on the relevant import regulations before placing an order.

Please note that the expected delivery date/time is at our best approximation and might be affected by conditions such as shipping restrictions, payment authorisation, online security checks and stock availability.

To track your order, sign in to your account and view My Purchases & Returns under My Account. Locate the Track Your Order button that corresponds to your order number, and you will be navigated to the online tracking system of the designated courier company.

If you have opted for guest checkout, you will still receive a tracking number in your shipment confirmation email.
Please contact us at customers@pedroshoes.com for further assistance.

Kindly note that it may take up to 24-48 hours for tracking information to be updated on the online tracking system of the designated courier company.

If you did not receive your package by the expected delivery date, please check on the shipment by tracking your order. To track your order, sign in to your account and view My Purchases & Returns under My Account. Locate the Track Your Order button that corresponds to your order number, and you will be navigated to the online tracking system of the designated courier company.

If you have opted for guest checkout, you will still receive a tracking number in your shipment confirmation email.

For further assistance, please contact our Customer Care Team.

Unfortunately, we are unable to redirect orders once your items have been shipped. If the address provided is incorrect, the package will be returned to us by the delivery agent or the unintended recipient.

Please ensure you provide the correct shipping address. Check your address carefully when placing an order and ensure you choose the right location in the shipping address field (e.g. Austria vs. Australia). To remove an outdated or incorrect address from your account, sign in to your account and edit/update your address in your Address Book.

If no one is available at the delivery address to receive the package, the delivery agent will leave an “unable to deliver” note at the location and it’s up to you to follow up and arrange for another delivery date. Please note that any additional shipping charges for attempted delivery and returning shipping charges will be borne by you.

For Standard delivery, most of our delivery agents will make two attempts to deliver a parcel and they may require a signature upon delivery of parcel however for Express delivery, the parcel will be immediately returned back to us.

It is generally up to the delivery agent’s discretion to determine whether a signature is required.

The delivery agents will attempt to contact the recipient at the given contact number to rearrange a delivery. If the recipient failed to receive the package after the delivery agent’s delivery attempt(s), the package will be returned to us. You will be responsible to pay for the shipping charges for attempted delivery and the returned shipping charges.

PEDRO ships to the following destinations*:
Australia, Cambodia, China, Indonesia, South Korea, Hong Kong, Macau, Malaysia, Singapore, Taiwan, United Kingdom and United States of America.

*All orders purchased from PEDROSHOES.COM are shipped from Singapore. Except for official online store available for these locations: Cambodia, China and Indonesia

Orders is only valid for delivery within local address corresponding to the destination.

We accept deliveries to hotels. You will have to provide the room number and local contact information. Deliveries will only be made to the Hotel Reception, and you are required to inform the reception of a pending delivery. Once the order has been delivered to the reception it will be considered as delivered. PEDROSHOES.COM shall not be held responsible for any lost orders after goods have been accepted by reception. We are unable to ship to any PO Box, military or protected areas.

Unfortunately, we do not deliver to destination that are not included in the above list. However, you may wish to subscribe to our newsletter and be informed when online shopping is made available in your location.

Please select your delivery destination from our site selector tool located at the top left hand corner on our landing page. A location with a shopping bag icon indicates that online shopping is available there.

Depending on the item(s) condition during processing, we may make changes to your order and an email will be send to inform you before the parcel is being handed over to our Courier Partner for delivery. Occasionally, if the item’s quantity or sizes exceed the packaging, we may also packed and sent it in separate packages. Do kindly check the invoice that was included in your package.

If there is any missing item(s), please contact our Customer Care team with the order number and the item’s name and article number.



DUTIES & TAX

No, you will not be required to pay for any duties and taxes as the charges will be absorbed by PEDROSHOES.COM.

Should you wish to return your order, you shall be responsible for all taxes and/or duties imposed by the customs authorities for any returns of goods to PEDROSHOES.COM. Should the returned item(s) be deemed not to be in its original condition, PEDROSHOES.COM reserves all rights to return the item(s) back to you at your cost.

We do not provide tax refund for purchases made at PEDROSHOES.COM

 

Need Help?

Contact our customer service team for assistance.

      Phone

+65 6488 3688 (operating hours only)

      Email

customers@pedroshoes.com

Customer Service operating hours :
Monday - Friday 0900 to 1800 (GMT +8).
Closed on Saturday Sunday and Public Holidays.

 
 
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Customer Care

Returns & Refunds


 

We want you to love your PEDRO purchase. If you are dissatisfied with the item(s), return it within 30 days of receiving your order.

1. Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached

2. A final inspection will be done to ensure all items are in their original condition before processing your returns

3. Returns that do not meet our policy will not be accepted and will be returned to you at your cost

4. If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the market value of the GWP

Our return policy is only applicable to any item(s) purchased online and delivered in United States of America, within 30 days of receiving your order.

All returns are to be shipped to the address below:

PEDROSHOES.COM (RETURNS DEPT)
6650 NE Mt. St. Helens
C/O SGW-CCKHG
Portland, Oregon 97252

We recommend you to opt for a shipment method that enables tracking. PEDROSHOES.com will not be responsible for the loss of a returned parcel.

If you didn’t receive a Return form or if your item(s) is defective or wrong, email us at customers@pedroshoes.com with the subject title: Return Request – Your Order Number. Our customer service team will assist you with the returns process.

For guest checkouts, kindly email our Customer Service team at customers@pedroshoes.com for assistance on creating a return or exchange request.

Returns Procedure
Please ensure that the item(s) meet our returns condition before submitting a return request.
 
 
1. Create Return Request
 
Log in to PEDROSHOES.COM to view your order details under My Purchases & Returns. Click on "Submit a Return Request". Select the item(s) you wish to return and state the reason.

View our Returns Conditions below.
 
 
 
2. Pack Parcel
 
Once the return request is submitted, fill in the return slip and attach it to the returned items. Please pack the item(s) in its original packaging.
 
 
 
3. Send Your Items
 
Send your item(s) to us with your Return Number via your preferred courier service provider to:

PEDROSHOES.COM (RETURNS DEPT)
6650 NE Mt. St. Helens
C/O SGW-CCKHG
Portland, Oregon 97252

Please note that shipping fee will be borne by you.
 
 
 
You will be notified via email once your return(s) has been processed.
 
Returns Procedure
Please ensure that the item(s) meet our returns condition before submitting a return request.
 
 
1. Create Return Request
 
Log in to PEDROSHOES.COM to view your order details under My Purchases & Returns. Click on "Submit a Return Request". Select the item(s) you wish to return and state the reason.

View our Returns Conditions below.
 
 
 
2. Pack Parcel
 
Once the return request is submitted, fill in the return slip and attach it to the returned items. Please pack the item(s) in its original packaging.
 
 
 
3. Send Your Items
 
Send your item(s) to us with your Return Number via your preferred courier service provider to:

PEDROSHOES.COM (RETURNS DEPT)
6650 NE Mt. St. Helens
C/O SGW-CCKHG
Portland, Oregon 97252

Please note that shipping fee will be borne by you.
 
 
 
You will be notified via email once your return(s) has been processed.
 

We are unable to provide exchange for online purchase. However you are able to submit a return request for refund. You may wish to place a new order to avoid missing out on stock availability.

It may take around 7 - 14 working days after receiving the return parcel at our Singapore headquarter. Once we receive your return item(s), it will go through a quality check to ensure it’s in good condition and complies with our refund policy. The amount will be refunded back to your original mode of payment.

The exact refund period depends on the bank processing period for the refund to be completed.

To check on your return status, sign in to your account, head to My Account and select View Order Details. Your return status is reflected next to your Return Number.


Status Description
Created Your returns request has been received
Processing We are processing your return(s)
Refunded Your item(s) has been refunded
(actual refund period varies from different bank processing period)
Declined Your return(s) has been declined
Closed Your refund has been completed

Should ineligible item(s) be returned, we reserve the right to reject your return and the shipping charges to ship the item(s) back to you will be borne by you.

Before creating a return request, please take note of the following:

1. Ensure that the item(s) is brand new (in original condition, original packaging and with the original tags and invoice attached). Returns that do not meet our policy will not be accepted and will be returned to you at your cost.

2. Our returns and exchanges policies do not cover damage resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. It also does not cover products used in a manner or for a purpose not reasonably contemplated by PEDROSHOES.COM, or previously modified in a manner not authorised by PEDROSHOES.COM.

3. We do not accept ineligible item(s) to be returned. Should ineligible item(s) be returned, we reserve the right to reject your return and the shipping charges to send the item(s) back to you will be borne by you.

4. For hygiene reasons, shoe-care products and socks are not permitted to returns and exchanges.

5. All returns will be refunded via your original mode of payment.

6. Only the value of the Authorised item(s) will be refunded. All shipping and handling charges are non-refundable.

7. It can take around 5 - 10 working days for the refund to be completed. Please note that refunds to your credit card will depend on the bank processing period.

8. PEDRO reserves all rights to inspect the condition of the item(s) before processing any returns or exchanges. PEDRO’s decisions on returns and exchanges are final.

9. Should there be any dispute in the amount for any return or exchange, refund will be based on merchandise value on sales order.

10. PEDRO makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose. Such returns are at all times governed by the provisions of the Consumer Protection (Fair Trading) Act of Singapore.

 

Need Help?

Contact our customer service team for assistance.

      Phone

+65 6488 3688 (operating hours only)

      Email

customers@pedroshoes.com

Customer Service operating hours :
Monday - Friday 0900 to 1800 (GMT +8).
Closed on Saturday Sunday and Public Holidays.

 
 
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Customer Care

Payment


 

We accept payment via MasterCard, Visa, American Express and Paypal.

We accept Australian dollar, Hong Kong dollar, Malaysian Ringgit, New Taiwan dollar, Sterling Pound, United States dollar, South Korean Won and Singapore dollar.

You will be charged in the default currency of the delivery destination which you have selected to ship your order to.

PEDROSHOES.COM does not store any customer's credit/debit card information. When you pay by credit/debit card, all credit/debit card information is directly transacted in a secure fashion to CyberSource or PayPal, our payment gateway providers.

We have security measures in place to safeguard your payment details. All credit card information are securely encrypted and stored with our payment gateway Cybersource, a subsidiary company of VISA Inc. This gives a second layer of protection for customers’ credit card information.

PEDROSHOES.COM is fully PCI (Payment Card Industry Data Security Standard) compliant with sophisticated fraud prevention tools, as well as experienced fraud prevention specialists screening our daily transactions. You also have the option to remove any stored credit cards in ‘My Saved Cards’ under ‘My Account Overview’.

PayPal offers faster, safer and easier checkouts, and protects customers from revealing their credit card and other financial information. You may sign up for a PayPal account via www.paypal.com

Payment authorisation is confirmation of a cashless payment given during a payment transaction. It may involve the customer entering a PIN in a card transaction. All payments are authorised and captured once your order has been placed.

If you payment has been declined, do kindly place a new order. We are not able to reinstate an order once the payment has been declined.

To ensure a smooth shopping experience, do confirm that the card details such as CVV code and OTP code has been entered correctly during checkout. On occasions, the financial institution may had declined your payment, do contact your bank directly to verify. Alternatively, you may try paying with another card.

If similar issues still persists after you have tried on the above suggestions, please contact our Customer Care team for further assistance.

All payments made using a debit card will result in two records: authorisation and settlement. You will see both records reflected on your online bank statement. Authorisation refers to funds held by the bank while the payment is in the process of being approved or declined. Settlement refers to the actual payment (i.e the merchant has captured the fund that was on hold previously).

Please note that although there are two records, there is only one single charge. For further clarification, please contact your financial institution.

PEDROSHOES.COM are based in Singapore. Your issuing bank may impose small administrative charges for overseas usage. For further clarification, please contact your financial institution.



SECURITY

Online Security Fraud screening is PEDROSHOES.COM initiative as preventive measure against credit card and PayPal fraud transactions. It aims to protect our customers from unauthorized and fraudulent dealings.

PEDROSHOES.COM takes card holder security seriously and has an established online security process developed in line with best practices in the industry. This security process is necessary to protect the interest of credit cardholders whose accounts may have been compromised, and PEDROSHOES.COM as the e-commerce merchant.

For your safety, PEDROSHOES.COM advises that you never send anyone your entire credit card number. We strongly recommend you to cover all digits of the credit card number except for the first 6 and the last 4 digits.

In the event where the documents are submitted without covering of the sensitive information as suggested above, PEDROSHOES.COM will not be held responsible for any possible complications.

All relevant pieces of information submitted by our customers will be kept secured and confidential. Only limited and authorized personnel have the rights to access this information. At no point will we share, rent or sell your personal information without your consent. For further details, please read PEDRO’s Privacy Policy.

Online Security verification is ideally done for one-time verification purpose only. To ensure that you do not experience any delay to your order due to Online Security checks, we recommend you to use the same credit card for your future purchases.

Subjected to the date of your response to the Online Security email and the validity of the submitted documents, your orders may or may not experience delivery delays. Please note that once your documents have been verified as valid, we will process the order at the soonest.

Failure to respond to the Online Security verification email within the timeline given will result to automatic order cancellation and the amount will be refunded back to your original mode of payment.

PEDROSHOES.COM takes a number of steps to ensure that our website is safe for use from malicious activity and the transactions performed are secure.

All information input by you and transmitted to PEDROSHOES.COM is protected by an encryption using Secure Sockets Layer Technology (SSL). SSL encrypts your order information before it is transmitted to us to avoid the decoding of your information by anyone other than PEDROSHOES.COM. Further, we strongly advise all users to take certain steps to ensure the safety and security in your use of PEDROSHOES.COM. Some measures we recommend include:
• Avoid using a public computer or terminal to sign in to your account
• Create and use a password that is not easily guessed
• Keep your passwords private
• Change your password frequently
• Avoid using the same password for multiple purposes
• Avoid saving your password in the browser
• Clear your browser history, cookies, caches and saved passwords every time after using the browser
• Be wary of unsolicited emails and telephone contacts, such as those purported to be from PEDROSHOES.COM requesting you to update your account.

In the event that you receive an unsolicited email or telephone call from us, please call + (65) 6488 3688 or write in to customers@pedroshoes.com to verify that it is indeed from us.

 

Need Help?

Contact our customer service team for assistance.

      Phone

+65 6488 3688 (operating hours only)

      Email

customers@pedroshoes.com

Customer Service operating hours :
Monday - Friday 0900 to 1800 (GMT +8).
Closed on Saturday Sunday and Public Holidays.

 
 
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Customer Care

Technical


 

Kindly capture a screenshot of the page where you experienced the error, or copy the error message and contact our Customer Care team for further assistance.

If you are facing difficulty when accessing our website, you may try to clear your Cookies and Caches.

Cookies is a small file stored on your computer to improve the performance of the page and when our website updates, the outdated version may sometimes cause conflict. By clearing the Cookies and Caches and restarting your browser, the browser will refresh and the issue will likely be resolved.

We had included the steps to clear the few types of browser commonly used:

Safari

For Safari user, press the Home button to find Settings. Select Safari to find 'Clear History' and 'Clear Cookies and Data'.

Once completed, you may open up Safari again to access our website.

Chrome

For IOS User- Open up the Chrome App, you will find ‘Menu’ under the 3 lines icon option on the top left hand corner. Select 'Settings' to find 'Privacy' on the next screen. You will find ‘Cookies and Site data’ to clear.

For Android User- Open up the Chrome App, you will find ‘Menu’ under the 3 Dots icon option on the top right hand corner. Select 'Settings' to find 'Privacy' on the next screen. You will find ‘Cookies and Site data’ to clear.

Once you've done this, simply close and reopen Chrome again and go to our website.

Android

If you're using an Android device, open your browser to find Settings.

• If the setting is showing ‘Clear Data’, click in and select 'Clear All Cookie Data'
• If the setting is showing ‘Privacy and Security’, click in to find ‘Delete Browsing Data’, a pop up will appear and you may select ‘Cookies and Site Data’ and press the clear button.

If the operating system or browser is not listed above, please check out your browser’s support information online.

If similar issues still persist, please contact our Customer Care team with the following information:

1. The issues faced
2. Screenshots of the error messages
3. The web browser that you are using (E.g. Chrome, Firefox, Safari, Internet Explorer and etc)

 

Need Help?

Contact our customer service team for assistance.

      Phone

+65 6488 3688 (operating hours only)

      Email

customers@pedroshoes.com

Customer Service operating hours :
Monday - Friday 0900 to 1800 (GMT +8).
Closed on Saturday Sunday and Public Holidays.

 
 
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Customer Care

Promotions


 

On some occasions, PEDROSHOES.COM may introduce special promotions on the website, with a limited time offer or while stock last basis. We might also issue special promo codes and vouchers which you can use for your future orders. However, we would like to inform you that no price adjustment in any form will be provided for previous orders or once an order has been placed.

Only one promo code can be applied on an order at any point of time.

Please check that the promo code is still valid, not applied previously and not expired, and refer to the Terms & Conditions set out in the Promotions page. If you require further assistance, please contact our Customer Care team.

Yes, promotions are not exchangeable for cash, voucher or in any other form. Promotions are valid at PEDRO online store only unless otherwise stated. No adjustment is allowed on previous purchases. No cancellation or changes can be made to a standard delivery order after 1 hour from the time that order has been placed, and 15 minutes from the time that order has been placed for express delivery order.

PEDROSHOES.COM reserves the rights to modify or terminate the promotion if, in any way, it becomes technically compromised. All terms and conditions are subjected to change without prior notice. In the event of a dispute, PEDROSHOES.COM’s decision is final.

All promotions on the website are subjected to terms and conditions. Due to system restriction, PEDROSHOES.COM are unable to extend or allow extension on promotion that has expired.

PEDROSHOES.COM and PEDRO retail boutiques might have similar promotions, which may not be identical and on some occasions, PEDROSHOES.COM may run exclusive online promotions that are not available in retail stores for a very limited period only. For further enquiries, please feel free to check with our Customer Care team at PEDROSHOES.COM or approach our colleagues at any of the retail boutique near you.

 

Need Help?

Contact our customer service team for assistance.

      Phone

+65 6488 3688 (operating hours only)

      Email

customers@pedroshoes.com

Customer Service operating hours :
Monday - Friday 0900 to 1800 (GMT +8).
Closed on Saturday Sunday and Public Holidays.

 
 
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Customer Care

Community Protection Measures


 

As we continue to face the impacts of COVID-19 together, our thoughts go out to those affected by the pandemic. We promise to be here.

Across the PEDRO team, we have been working hard to serve our global community. To prioritize your health & safety, we have introduced Community Protection Measures.

As we stay connected and stand together, our team will continue to closely monitor the ever-changing situation and keep you updated on relevant developments that may affect your experience with us. If you have further questions, we’ll be here to assist you.

In view of the challenges arising from the coronavirus disease (COVID-19), the safety of customers and staff are our utmost priority. Thus, preventive measures are put in place in our stores, to provide a safe shopping experience.

Safe Distancing Measures
Measures taken includes limiting large number of people gathering in close proximity over a prolonged period of time such as crowd management, seating management, cashier queue management.

Disinfectant tools
Anti-Septic sprays are provided to clean areas such as sofa, glass showcase, glass windows and counter tops to ensure strict hygiene.

All products will be sanitised after try-on.

All purchases will be sanitised before handing over to our customers.

Staff Travel Declaration
In support contact tracing measures, any staff who has been or will be travelling will need to fill up a declaration form.

Store / Zone Pairing
Store pairing system is implemented to de-densify by reducing the number of staff relief between stores to store. Those store who is not under same pairing is strictly not to contact or relief to other Zone.

Reporting and Handling for Suspected and Confirmed Cases
Should store employees be diagnosed as a suspected or confirmed case, proper measures are in place including, but not limited to, immediate quarantine for suspected/confirmed cases, hospitalization, store disinfection and/or closure of stores.

Communication
In line with the Covid-19, marketing materials are sent to stores to communicate to internal and external customers about Distancing & Daily Disinfection measures that has been implemented in stores.

Disposable Face Masks
Stores are supplied with face masks for their daily usage. All staff are highly encourage to wear face masks even on the selling floor. Mask should be replaced daily. If necessary, staff are encouraged to replace the mask especially if the mask is soiled/dirty.

Non-Contact Thermometer / Temperature Tracking Form
Daily temperate checks are conducted in-store for our staff and our customers. Staff’s temperatures are monitored closely to ensure medical treatments are provided where needed.

House keeping Checklist
Stores are required to complete housekeeping for their daily routine. All staff are highly encourage to use the Disposable Glove & Disinfectant Tools.

Disposable Gloves
Gloves must be worn only whenever cleaning needs to be done, even during operating hours - Take off gloves when serving customers. For personal use only, no sharing of gloves.

Hand Sanitizers
Hand Sanitizer are also provided for store staff, to ensure regular disinfection in their interaction with customers. Bottles at the cashier counter are for both staff and customer usage.

*Safety measures may vary across stores in different countries.

We urge everyone to remain calm and vigilant. Everyone can continue to play their part by being socially responsible, practising good personal hygiene habits and complying with safe distancing measures.

In view of global flight reduction, you may experience delay in the delivery of your orders. We are doing our best with our courier partner to deliver the best experience. You can follow the status of your order with the tracking number shared in the confirmation email.

We apologise for any inconvenience caused and appreciate your patience.

We will be temporarily extending our return period from 30 days to 60 days from the date you receive your online orders.

We may further extend the return period or modify our return policy terms should the situation persists. The above mentioned will supersede our usual policy terms included in other sections of PEDROSHOES.COM and on prior order invoices and purchase receipts.

 

Need Help?

Contact our customer service team for assistance.

      Phone

+65 6488 3688 (operating hours only)

      Email

customers@pedroshoes.com

Customer Service operating hours :
Monday - Friday 0900 to 1800 (GMT +8).
Closed on Saturday Sunday and Public Holidays.

 
 
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