Frequently Asked Questions



How do I become a customer?

The first step to become a customer is to create your PAK account. This can be done here fast and easy. Once you have a PAK account you can place orders online.

For custom-made orders you also need a personal fit profile before we can process them. At PAK we pay the greatest attention to creating and maintaining your personal fit profile, since it is the basis for a great fit, an authentic customization experience and a sustainable way to build the wardrobe you love to wear: long-lasting and unique pieces that make you look best, handpicked by you and made for you.

To create your fit profile we need to meet once. At a PAK Roadshow Event one of our experienced fashion consultants will take your measurements and interview you on your fit preferences. Such a session can be done within 15 minutes. Once your fit profile exists, you can order online custom-made garments.

Of course alterations to your fit profile can be done fast and easy either by yourself (through your customer dashboard) or with the help of our customer service representatives.

What about returns?

At PAK we have to make a distinction between two product categories: custom made products and ready-made products (accessories).

All ready-made items (accessories) can be returned within 14 days upon receipt in the original packing. You will not be charged for these items when they are unworn, in the original condition and returned timely. Click here for more information on returns or exchanges of accessories or go to the FAQs on this matter.

A custom-made item is of course especially made for you; in your sizes and fit profile, in a fabric of your choice and with your personal specifications. Therefore custom-made items cannot be returned, unless it was not made according to your product specifications (i.e. fabric, lining, buttons, and other product details). In such a rare case please contact our customer service upon receipt of your custom-made order. In case you are not satisfied with the fit of your custom-made item, also please contact our customer service with your fit-related questions and, if needed, choose one of the following options; come to a PAK Roadshow Event with your item for alterations, send your item back to us for alterations or take your item to a tailor shop near you for alterations.

Can I feel a fabric prior to ordering?

Prior to finalizing your online custom-made order, we offer you a service to see and feel the fabric of your preference. You can order online selected PAK swatches for € 10 per set. Together with the ordered swatches you receive a coupon with a value of € 15 to be used as a discount when ordering online.

Why do I need a personal account?

Creating a PAK account has many benefits:

  • Place and track orders and review past orders
  • Keep your wishlist and save unfinished designs
  • Access to our loyalty program, your earned points and rewards
  • Save and manage your fit profile, address(es) and card details for faster shopping
  • Request returns, exchanges and/or customer support.

If you have forgotten your password, change it here and follow the instructions. For security reasons, we cannot send your password via email. If you keep having troubles accessing your account, please contact our customer service.

What are the payment methods PAK accepts?

PAK offers a safe and secure shopping experience:

- secure https payment connections

- secure deliveries with high-end couriers

- free returns of accessories (check our return policy)

- customer service

PAK offers the following payments methods and at a PAK Roadshow Event also cash is accepted.

You can also use our gift cards to (partly) pay for your order.

Your refund will be issues to the same account/credit card the payment was made with, within 5-7 days after receiving your return in accordance with our return policy.



What about the warranty on my products?

Our products enjoy legal warranty. In the unlikely case that you encounter an issue with the product(s) purchased with us, please contact our customer service representatives.

How do I know an item is on stock?

Our current stock is listed on our website. It a fabric is not available it cannot be selected anymore on the product page (“add to cart” button inactive). For an accessory, if your desired size is not available in the drop-down menu on the product page or if the “add to cart” button is inactive, it means it is out of stock. On every product page alternatives for the sold out item are presented and just one click away.

If you have special requests concerning sizing and availability, please contact our customer service department. For certain (temporarily) sold out products PAK works with a waiting list and when a sold out item becomes available again, you will be contacted. If you would like to be added to a waiting list, please contact our customer service department.


Gift Cards

Does PAK sell gift cards?

A PAK gift card is a much appreciated present and every time the receiver puts on the item selected for the gift card, he will remember the generous giver with a smile. Gift cards of various amounts are available for purchase online. You have the option to choose an e-gift card (by email) or a nicely packaged gift card by post. Gift cards have no expiration date and they are not redeemable for cash. Click here to purchase a gift card.

Do gift cards expire?

PAK gift cards do not have an expiration date.

How can I use my gift card?

You can use your gift card to pay for you online order as well as when ordering at a PAK Roadshow Event. If you do not use the full balance of your gift card, you can use the remaining balance at a next purchase. To check the balance of your gift card, please click here.