RETURNS AND REFUNDS

We hope you love your new purchase from Papinelle, but we do have a returns policy if something isn't right.

Please note we do not offer exchanges for online purchases. If you have purchased an item from us online without personalisation, we are happy to provide you with a full refund or store credit on the item for any reason once it has been returned to us. The item must have proof of purchase and be in the same condition as when it was sent to you. The item must also be returned within 30 days of purchase.  

 

HOW TO RETURN

You can return your online purchase in original, unworn condition within 30 days from purchase date *excludes gift cards, e-gift card, final sale, personalised items, face masks, and knickers

  1. To initiate a domestic return, sign in to your account and click “Return” OR visit our Return Portal here.
  2. Enter your order number and email address to start the returns request.
  3. Select your items, reason and shipping method (pre-paid FedEx label at a USD $10 cost for store credits, USD $19 for refunds or your own carrier) and click “Confirm.”
  4. You will receive an email with further information on how to complete your return within one business day.
  5. Please allow 2 to 4 business days to process the return once it’s received. You will be notified via email once the refund has been issued.

 

Delivery and handling charges on returns are not refundable for incorrect choice, and are to be returned to Papinelle using our returns portal at a USD $19 cost for refunds, USD $10 for store credit, or by the customer's own carrier. Please ensure your return parcel is securely packaged and return documents and labels are correctly attached. Papinelle will not be held liable for incorrectly packaged returns. 

Please allow 10 business days from the day your parcel is delivered to our returns address for your refund to be processed. You will receive an email once your return has been finalised. Refunds will be processed using the original tender type.

Personalised Product

We quality check all of our products prior to personalisation and are confident in what we are packing before we send.  If, however, you have any issues with your personalised purchase we are happy to look at the issue and provide you with a reasonable resolution. We cannot provide a refund or store credit for change of mind on items that have been personalised.

Faulty or Damaged Items

When returning a faulty, damaged or incorrectly described item, Papinelle will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by Papinelle prior to sending goods back to us. Should you receive an item that you believe is faulty or damaged, please select "defective item" in the returns portal and we will be in contact to provide a resolution. 

 

Items purchased from our online 'Warehouse Sale' from August 19th to August 23rd, 2020 are marked as 'Final Sale' and cannot be returned or exchanged. This is indicated during the buying process online so you are made aware.