RETURNS & EXCHANGE
If you are not entirely happy with goods purchased, you may return the products within 7 working days of delivery. Please follow our returns procedure below.
Shoes must be returned in an unused condition in their original and undamaged boxes. Other items must be in their original packaging as well. Papouelli will not accept returns of items that have been worn, used or damaged.
Please note we can’t accept returns for the following items:
- hair accessories
- bespoke or monogrammed shoes
- gift vouchers
We do not offer free return shipping. For UK orders only, you can use the DHL airway bill included in your parcel. Simply affix this waybill in the provided plastic envelope to your package. Then call DHL on 0844-2480844 to arrange a collection from any UK address. Or book a collection online.
You may of course use any carrier to return the goods to us or return shoes in person to our London stores. We suggest you obtain proof of posting. Papouelli cannot be held responsible for parcels that are lost in transit.
For international customers, including customers in EU countries, who are looking to return our products, please make sure to complete your customs return form with the following description “British return goods – Children’s Shoes” on the outside of your package. Our depot services won’t take parcels charged by customs Duty or import VAT, and consequently your package will be sent back to you. Papouelli are not liable for any customs or import charges that may be incurred for international customers return goods.
Papouelli, 187 New Kings Road, London SW6 4SW
If you refuse to accept delivery and we have to have the goods returned to us you will have to pay the courier and any duty costs out of any refund we make to you.
Once we receive your parcel we will credit the original purchaser’s card – deducting the return postage from your refund if using DHL.
If you need to exchange for another size or style, please return your order (see returns policy). Then simply re-order!
If you have any questions, please contact us via email at [email protected] We aim to respond within 24hrs of receipt of your email.
Your statutory rights are not affected.