FAQs
Shopping Guid
How can I place an order?
1.Log in at www.pasaya.com , browse the products you wish to purchase, then click “Add to Cart”.
2.To adjust the quantity, click on “Quantity” and select the desired number.
3.Review your selected items anytime by clicking the Cart icon at the top right corner of the page.
4.If you have a valid discount code, enter it in the “Coupon Code” field and click “Apply Coupon”.
5.If you have a cash voucher from reward points, you may also enter the code in the “Coupon Code” field and click “Apply Coupon”.
6.Once ready, click “Proceed to Checkout” to complete your order and payment.
Where can I find my order number?
Your order number can be found in the order confirmation email we sent to you.
If you are a registered member, you can also log in to your account, go to “Account” and select “Orders” to view your order details.
How long does order confirmation take?
Your order will be confirmed within 5–10 minutes after your payment has been successfully received.
Check Order Status
If you are a registered member, you can log in to your account, go to “Account” and select “Orders” to check your latest order status. Alternatively, you can click on “Track Order” for quick access.
Should I place a new order if my previous order shows “Payment Pending”?
What should I do if I don’t receive the order confirmation email?
Can I cancel my order?
Can I change my order details after confirming and making payment?
I’m having trouble using my discount code.
Please make sure to check the following:
-Verify the terms and conditions of the discount code before use.
-Check whether the code has expired.
-Confirm if the code is single-use only.
-Note that some codes may not apply to excluded items.
How can I request a full tax invoice?
If you would like to request a full tax invoice for your purchase on PASAYA.COM, please select “Request Tax Invoice” during the shipping address step at checkout.
PASAYA Products
Why are PASAYA products expensive?
If “expensive” simply refers to the amount of money without considering the fabric, quality, benefits, and durability, then yes — PASAYA products may be priced higher than many other brands.
However, when you take into account their unique features, superior quality, and long-lasting benefits compared to similar products on the market, PASAYA products are actually the best value. Beyond beauty and comfort, PASAYA products are also toxin-free and formaldehyde-free, meeting European newborn clothing safety standards, ensuring they are safe for your health.
They are designed to last for many years and are produced in a Green Label–certified factory, which helps protect and preserve the environment — something that is becoming increasingly valuable for all of us.
Considering all these aspects, PASAYA products truly deliver the highest long-term value.
What does the thread count of bed sheets mean? If the thread count is higher, does it mean the fabric is finer and more comfortable? And why do some sheets with a high thread count, such as 800, 900, or 1000, look and feel rougher than some sheets with a lower thread count?
Fine fabrics naturally provide more comfort than coarse ones. A higher thread count indicates a finer fabric only if the weaving is done with single-ply yarns. If two-ply or three-ply yarns are used for each pass of the warp or weft, the fabric will feel coarser. For example, if in actual weaving the yarn passes up and down 300 times:
-Using single-ply yarn results in a thread count of 300.
-Using two-ply yarn results in a thread count of 600.
-Using three-ply yarn results in a thread count of 900.
However, when you look at and feel the fabrics in reality, all three pieces will have a similar texture — fine or coarse — even though the thread count numbers are very different.**
How should I care for PASAYA bed sheets? Can I wash them in a regular washing machine?
PASAYA Bed Sheet Care Instructions
– Machine wash on a gentle/low cycle with cold or room-temperature water.
– Tumble dry is possible.
– No ironing required.
– For functional fabric bed sheets, you may use a laundry bag for extra care and fabric protection.
How many designs and colors are available for PASAYA home decoration fabrics? Do you offer custom-made services, what can be customized, and where can I order?
PASAYA offers a wide variety of home decoration fabrics with over 5,000 designs and colors to choose from. We also provide home decoration consultation, tailoring, and installation services.
For inquiries, please visit the PASAYA store at Siam Paragon or any of our PASAYA outlets nationwide.
How are PASAYA energy-saving curtains different from blackout or UV-blocking curtains, and which one should I choose?
PASAYA energy-saving curtains are primarily designed to block heat from entering the home, helping to keep rooms cooler than with ordinary curtains and reducing air-conditioning costs.
Blackout curtains, on the other hand, are mainly used to block light from entering a room. PASAYA energy-saving curtains are available in both blackout and non-blackout options, giving you more benefits.
As for UV protection, most regular to heavy curtain fabrics (excluding sheer fabrics) already provide a good level of UV blocking.
PASAYA products are said to be formaldehyde-free. What does that mean, why is it important, and why should I choose products without formaldehyde?
In today’s textile industry, chemicals containing formaldehyde are commonly used to set fabric finishes, making them less wrinkled and easier to iron. This chemical is the very cause of the eye irritation many people feel when walking into fabric stores with large rolls of textiles stored inside.
The World Health Organization (WHO) has classified formaldehyde as a carcinogen, which is particularly harmful to children and the elderly. PASAYA is the only brand that produces textiles without using formaldehyde-releasing chemicals, adhering to the European newborn clothing standard for Formaldehyde-Free textiles.
Choosing toxin-free products brings obvious benefits, especially today when we are already exposed to many toxins outside the home. When it comes to bed sheets, don’t forget that we sleep every day — spending about one-third of our lives in direct contact with and breathing against the fabric.
So, isn’t it wiser to choose formaldehyde-free bed sheets for your health and safety?
What do the Thailand Trust Mark and Green Label certifications mean?
Both certifications are awarded to manufacturers who demonstrate responsible practices, including the use of safe chemicals, proper waste management, environmentally friendly production, fair labor practices without child or illegal labor, and full compliance with human rights standards.
These values ensure that the entire process results in high-quality, trustworthy products. All of this takes place at PASAYA’s factory in Ratchaburi, Thailand, a 100% Thai-owned facility.
What does the Cool Mode symbol mean?
Cool Mode refers to fabrics with excellent moisture and air permeability, providing a naturally cool and comfortable feeling. The coolness is measured by the Q Max value.
For reference, cotton has a Q Max value of 1. If a fabric has a Q Max value greater than 1, it means it feels cooler than cotton. PASAYA bed sheets have Q Max values ranging from 2.1 to 2.9, offering a distinctly cooler sensation than regular cotton sheets.
Return & Exchange Policy
What should I do if I receive a damaged item, the wrong product, or if I am not satisfied with my purchase?
Return & Exchange Policy
PASAYA gladly accepts product returns and exchanges within 7 days from the date of receipt, under the following conditions:
Conditions for Return/Exchange
1.Returns or exchanges are accepted only in the following cases:
-Incorrect item received (different from your order).
-Defective or damaged item.
-Wrong size or color ordered.
2.Items must be in their original condition, unused, unwashed, with complete packaging. Any complimentary gifts or promotional items received must also be returned together with the product.
3.Products purchased as a set cannot be partially returned. The entire set must be returned.
4.In the case of ordering the wrong size, if a price difference applies, the new product will be shipped only after the returned item and payment for the difference have been received.
Return Process
1.Report the issue by sending product details, photos, and your order number to e-shop@pasaya.com
, or contact our PASAYA Online Call Center at 096-404-6400.
2.PASAYA will review your request within 2 business days and contact you back.
3.Please wait for confirmation from our staff before sending back the product.
4.Ship the product together with the completed Return/Exchange Form via Thailand Post – Registered Mail to:
Return Address
Textile Gallery Co., Ltd. (E-Commerce Department)
77/191-192 Sinsathorn Tower, 42nd Floor
Krungthonburi Road, Klong Ton Sai Sub-district
Klong San District, Bangkok 10600
Thailand
Can I return products purchased online at a PASAYA outlet or store, or return store purchases through the online channel?
Yes, returns can be made at the PASAYA store at Siam Paragon or at any PASAYA outlet nationwide, provided you bring the original purchase document or receipt along with the product you wish to return.
Alternatively, you may also request a return through the online process as outlined above.
Can I try PASAYA products before placing an online order?
Currently, we do not offer a product trial service before purchase. However, our team is always ready to provide consultation and answer any questions about PASAYA products. You may also visit our outlets or store to see and feel the products in person before making a purchase.
PASAYA.COM is designed to be compatible with a wide range of mobile devices and browsers. For the best experience, we recommend logging out of your account, closing the website, then clearing your browser’s cache and history before logging in again to place your order (as online transactions require a high level of security).
If you still experience any issues, please contact us at e-shop@pasaya.com
or call 096-404-6400 between 9:00 AM – 5:30 PM, Monday to Friday.