FAQ & Customer Support
Find quick answers about orders, payments, delivery, store pickup, returns, products, customer accounts and B2B requests.
ORDERS & PAYMENTS
Do I need an account to place an order?
Yes. You must create or sign in to a Pamir-Lux customer account before completing an online order.
Can I change or cancel an order after payment?
Once payment has been completed, the order enters processing and cannot normally be changed or cancelled.
Contact us immediately on WhatsApp if you need assistance. This does not affect any statutory consumer rights that may apply to your purchase.
Which payment methods are available?
The payment methods currently available for your order are displayed securely during checkout.
Available options may vary depending on the customer's device, location and payment provider.
DELIVERY & STORE PICKUP
Do you deliver throughout Luxembourg?
Yes. Pamir-Lux delivers available products throughout Luxembourg, subject to the delivery conditions for the customer's address.
How much does delivery cost in Luxembourg?
Delivery costs €5 for orders below €80.
Delivery is free for orders of €80 or more. The applicable delivery fee is displayed automatically during checkout.
When will my order be delivered?
Orders are normally delivered within 24 hours.
Orders placed after 18:00 are processed the following day. Deliveries are made daily between 08:00 and 20:00.
Delivery times remain subject to product availability and delivery capacity.
Can I choose a delivery date or time?
A specific delivery date or time cannot currently be selected during checkout.
Orders are normally delivered within 24 hours. Pamir-Lux may contact the customer if additional delivery arrangements are required.
Do you deliver outside Luxembourg?
International delivery is currently available for eligible products to France, Belgium and Germany.
Fresh, frozen and refrigerated products can only be delivered within Luxembourg. International delivery costs €20 and normally takes 3–7 business days.
Final availability is confirmed automatically during checkout according to the products and delivery address.
Is store pickup available?
Yes. Store pickup from the Pamir-Lux store in Ettelbruck is free.
Pickup orders are normally prepared within 24 hours, depending on product availability and order volume.
Pickup is available every day from 08:00 to 20:00. Orders are kept for 24 hours after the “Ready for Pickup” confirmation is sent.
Please wait until you receive this confirmation before coming to the store and bring your order number.
PRODUCTS, RETURNS & REFUNDS
Can I order a product that is out of stock?
No. Products can only be supplied and delivered when they are available.
Stock availability may change according to store inventory and customer demand.
Will Pamir-Lux replace an unavailable product automatically?
No. Pamir-Lux will not replace an ordered product with another product without the customer's agreement.
If a stock problem is discovered after ordering, the team will contact the customer to agree on an appropriate solution.
What should I do if an item is incorrect, missing or damaged?
Contact Pamir-Lux on the same day whenever possible.
Send your order number, a clear explanation of the problem and photographs of the affected product or package. Our team will review the request and provide an appropriate solution.
This reporting request does not limit any statutory consumer rights.
Can I return an online purchase?
For eligible products purchased online, consumers generally have 14 calendar days after delivery to exercise their statutory right of withdrawal.
Exceptions may apply to rapidly perishable products and sealed goods that cannot be returned for health or hygiene reasons after opening.
The customer is normally responsible for the direct cost of returning an eligible unwanted product, unless Pamir-Lux agrees otherwise.
Incorrect, damaged, defective or non-conforming products are handled separately under applicable consumer-protection rules.
Please read our Returns & Refunds page for the complete conditions.
How long does a refund take?
Once Pamir-Lux has issued a refund, the bank or payment provider may take approximately 3–5 business days to display the amount in the customer’s account.
The exact processing time depends on the payment method and payment provider. Statutory refunds are handled according to the applicable legal deadlines.
B2B REQUESTS
How can I apply for B2B access?
Professional customers can submit a B2B request with the following information:
Company name
Business address
Company registration details
VAT number, where applicable
Type of business
Products required
The Pamir-Lux team reviews all B2B applications before access is approved.
Is there a minimum B2B order?
Yes. The current minimum B2B order value is €600.
Additional conditions may apply depending on the products, quantities and supply requirements.
How long does B2B approval take?
Pamir-Lux normally reviews a complete B2B request within approximately 24 hours.
CUSTOMER SUPPORT
When is customer support available?
Customer support is available every day from 08:00 to 20:00.
WhatsApp is normally the fastest option for urgent order-related questions. Email enquiries are normally answered within 1 to 2 business days.
Can I contact Pamir-Lux in my preferred language?
You may send us a written message in any language. We will use our available language skills and digital translation tools to assist you where possible.
For more reliable multilingual assistance, please contact us by text. Telephone calls, voice messages and audio or video calls may not be supported in every language.
Need More Help?
Contact the Pamir-Lux team for help with an order, product, delivery, store pickup or B2B request.
Customer support is available every day from 08:00 to 20:00. For urgent order-related questions, WhatsApp is normally the fastest option. Email enquiries are normally answered within 1 to 2 business days.