Frequently Asked Questions (FAQ)

In our FAQs, you will find answers to the most important questions regarding ordering, shipping, payment, and much more. We want your shopping experience with us to be as simple and transparent as possible, which is why we have compiled all relevant topics for you in a clear overview.

If your question is not answered here, our customer service team will of course be happy to assist you personally.

Orders

How can I order from PANASIA?

You can easily order via our online shop, whether as a private customer (B2C) or a business customer (B2B). Alternatively, you can also reach us by phone or email.

Can I order as both a private individual and a company?

Yes, PANASIA supplies private customers for personal use as well as restaurants and Asian shops.

Do I need a customer account to order?

Yes, a customer account is requested during checkout and can be created directly there.

By when do I need to order to receive delivery on the same day?

N/A

Is there a minimum order value?

No, there is no minimum order value at PANASIA.

Can I change or cancel my order after it's been placed?

As a private customer (B2C), you can cancel your order retrospectively. To do so, please use our cancellation form.

Products & Range

Are all products always in stock?

Availability may vary depending on the season and delivery.

How can I tell whether a product is delivered frozen or fresh?

You can find this information in the respective product description.

Does PANASIA also provide information on ingredients and allergens?

Yes, you can find the relevant information regarding ingredients and allergens for each of the products.

Shipping

In which countries does PANASIA deliver?

PANASIA delivers within Germany.

How long does delivery take?

N/A

What are the shipping and delivery costs?

You can find the exact shipping costs in our shipping policy.

How is the cold chain for frozen and fresh goods maintained?

N/A

How is my order packed to ensure frozen goods do not thaw during transit?

N/A

What happens if I am not at home when the delivery arrives?

N/A

Can I return frozen or fresh products?

For hygienic and refrigeration reasons, returns of frozen and fresh goods are excluded.

Payment

Which payment methods are accepted?

Business customers (B2B) can pay by invoice. Private customers (B2C) can pay via credit card, Klarna, PayPal, Amazon Pay, Apple Pay, or Google Pay.

Is shopping at PANASIA secure?

Yes, we use SSL encryption and secure payment providers. The security of our shop is guaranteed by Shopify.

Can I pay by invoice if I am a business customer?

Yes, as a business customer, you can order on invoice.

Do I receive an invoice with VAT shown as a business customer?

Yes, as a business customer, you will receive an invoice with VAT shown separately.

Returns & Complaints

What should I do if a product arrives damaged or defective?

N/A

Account

How can I change my account details?

You can change your account details at any time directly in your customer account.

I forgot my password, what now?

You can order from our shop without a password: When logging in, you will receive a one-time password via email to your registered address.

Order Status & Support

How can I track my order status?

You will receive information about your order via email. Alternatively, you can check the status at any time in your customer account.

How do I reach customer service with further questions?

Our customer service is available to you personally at any time. Contact us here.

Didn't find your question? Contact us.