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Returns and refunds

Did the order not meet your expectation? We are here to make you happy about your purchase. Read here all the information on how to return goods and enjoy the quality of Paoul.

How to return goods

First of all, make sure that goods are in the same conditions as when you received them; also, items must not be used or damaged.

Contact us within 14 days from the receipt of the parcel for the authorization of your order return.
Write us at paoul@paoul.com, entering as the subject of your email “RETURN – ORDER N° [your order number]”.
In your email, provide full details of the product (you can copy the full description on the label attached to the front part of the box) and explainthe reason of return.

After receiving our return authorization, you can pack the item.

Return your Paoul item in the original and complete packaging (box, folding tissue paper, leaflet, cloth shoebag, etc.) with a copy of the purchase invoice and the email requesting the return.

We will book a free of charge picking up of the parcel to the address you provided.
There will be no charge for you: delivery costs and customs fees are at Paoul’s charge.

The courier will send you an email with the instructions. You will find in attachment the label to attach to your parcel, where there will be our address as receiver: Paoul Srl, Via Emilia Romagna 12, 35020 Villatora di Saonara (PD) – Italia.

Print out the label and follow the instructions you can find on the email.

If the correct procedure was followed and the return is in line with what you declared, as soon as we receive the parcel, depending on your request either a refund will be issued according to the payment method used or the product will be replaced.

Important: the company will cover return costs; you will be charged any possible delivery costs or customs fees for different choices or changes you might subsequently request.


Why do you want to return goods?

Goods are not in compliance with my order
We will return the charged amount or replace the item not in compliance with your order.
Goods are in compliance with my order, but I would like to replace them with another item

We can replace your order with the product you wish, whether you would like the same product in a different size or a different item, even from another collection.
If the second product is more expensive, you will only pay the difference between the price of the new item and the amount that you already paid for your first purchase, besides delivery costs (and customs fees for extra-EU countries) for the new delivery.
Instead, if the second item is less expensive, you can request a coupon code that you can use in our online shop.

Goods are in compliance with the order, but I want to return them and get a refund.
You will be refunded. The refund will include the amount you paid for the item (VAT included). Shipping costs for delivery are not included.
The refund will be notified by email.

Important: we do not refund delivery costs or possible custom fees.


Coupon and collection in our Padua store

If you purchased your item using a discount coupon, we can refund the amount paid but not the original price of the item.

If you chose to collect the item in our store in Padua, you will be able to return or replace the product directly from there. Our advisors will schedule an appointment for you.


Possible defects

Quality, well- being and care are essential values to our company.
For this reason, we make considerable investment in raw materials, technology and procedures, in order to always achieve excellence.
We carefully check each product, so as to ensure the best performance and impeccable production standard.

The chance of defective products is very low.
Nevertheless, in case of defective product, you are requested to start the procedure explained in this page as soon as possible and the item will be immediately replaced.

Non-refundable items

  • Items ordered from a sales channel, which is different from www.paoul.com
  • Incomplete, damaged and dirty items or clearly showing signs of use, thus compromising the overall product integrity
  • Damaged items due to improper use or negligence (exposure to chemicals, caustic substances, free flames, high heat, sharp objects, etc.)
  • Customized or tailored-made items


Did we answer to all your questions?
If something is still not clear, you can read our FAQ.
Or contact us directly:
paoul@paoul.com
+39 049 8790025
Whatsapp +39 347 9898430

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