Welcome to the PajamaGroup Help Center! Here are the answers to the questions we get asked most frequently. If you can’t find what you’re looking for, feel free to reach out to our support team directly.
🛍️ ORDER & SIZING
Q1: What materials are your pajamas made of?
A: All our sleepwear collections—including our women's 3-piece sets, robes, couple sets, and family matching pajamas—are crafted from premium, high-quality satin. It is incredibly soft, lightweight, breathable, and designed to give you that luxurious silk-like feeling against your skin.
Q2: How do I choose the correct size?
A: Because we sell international styles, we highly recommend checking the specific Size Chart available on each product page before purchasing. If you are choosing family matching sets or are between two sizes, we generally recommend sizing up for a more relaxed and comfortable lounging experience.
Q3: Can I change or cancel my order after placing it?
A: We process orders quickly to ensure fast delivery! Our daily order cut-off time is 5:00 PM (HKT). If you need to change your shipping address, size, or cancel your order, please email us at support@pajamagroup.com as soon as possible before the order enters our 3-5 business days handling phase. Once an order has been dispatched, we unfortunately cannot modify or cancel it.
💳 PAYMENT & SECURITY
Q4: What payment methods do you accept?
A: To provide a secure and flexible checkout experience, we proudly accept:
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Credit/Debit Cards: Visa, Mastercard, American Express, and Discover.
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Digital Wallets: PayPal.
Q5: Do I need a PayPal account to purchase from your store?
A: No, you do not. Our payment gateway is powered by PayPal for maximum security, but it supports Guest Checkout. When redirected to the payment window, you can simply choose to pay with your credit or debit card directly without creating a PayPal account.
Q6: Is my credit card information secure on your website?
A: Absolute 100% security. We use industry-standard SSL (Secure Sockets Layer) encryption technology to protect your data during transmission. Furthermore, your payment details are processed directly by certified, PCI-compliant third-party gateways. PajamaGroup never stores, collects, or has any access to your private credit card numbers.
✈️ SHIPPING & DELIVERY
Q7: Which countries do you ship to?
A: While our primary market is the United States, we also officially provide international shipping to the United Kingdom, Canada, Australia, Germany, and Mexico.
Q8: How much does shipping cost, and how long will it take?
A: We offer two shipping options depending on your order value and urgency:
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Standard Shipping: FREE for orders of $89.00 and over. For orders under $89.00, shipping is $9.99. Total estimated delivery time is 10 - 20 business days (3-5 days handling + 7-15 days transit).
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Express Shipping: $9.99 for orders of $89.00 and over, and $15.99 for orders from $0.00 to $88.99. Total estimated delivery time is 8 - 13 business days (3-5 days handling + 5-8 days transit).
Q9: Will I have to pay customs duties or import taxes?
A: No hidden fees! All prices displayed on PajamaGroup are fully inclusive of sales tax, VAT, and import duties. The price you see at the final checkout page is exactly what you will pay—you will not be charged any extra fees upon delivery.
Q10: How can I track my order?
A: Once your satin pajamas are packed and dispatched, our system will automatically send a shipping confirmation email containing your tracking number and a real-time tracking link. Please allow 24-48 hours for the logistics carrier to update the tracking details online.
🔄 RETURNS & EXCHANGES
Q11: What is your return and exchange policy?
A: We want you to love your lounging experience! You have 30 days from the exact date you receive your items to request a return or an exchange. Items must be unworn, unwashed, unaltered, free of stains/scents, and in their original packaging with all tags attached.
Q12: Do I have to pay for return shipping?
A:
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If it’s our mistake: If the item arrives defective, damaged, or we sent the wrong item/size, PajamaGroup will cover 100% of the return shipping costs and arrange a full refund or a free replacement.
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For personal reasons: If you request a return or exchange due to personal preference (e.g., change of mind, don't like the style, or selected the wrong size), the customer is responsible for the return shipping costs.
Q13: Can I mail my return back to the address on my package label?
A: 🛑 Please do not do this. Our international corporate headquarters is located in China. Returning packages directly to the logistics carrier's warehouse address printed on your label will result in the package being lost and will void your refund. Please always contact us at support@pajamagroup.com first to get authorized instructions.
📞 CUSTOMER SUPPORT
Q14: How can I contact PajamaGroup?
A: You can reach us via the following methods:
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Email: support@pajamagroup.com (We respond within 24 business hours!)
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Phone: +86 13242019890
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Business Hours: Monday - Friday, 10:00 AM - 5:00 PM (HKT - Hong Kong Time).