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Shipping & Returns

Returns Policy

You can return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). We reserve the right to refuse a refund after this period.

Returns on Made to order items

Any item that is made to order does not fall into the above return policy. Made to order items are items such as furniture, rugs, or lighting. Once the items have entered into their production phase they can’t be refunded nor exchanged unless damaged or faulty. Fragrance diffusers also can not be returned unless damaged.

If you do require an amendment to your Made to order item at any stage you must let us know as soon as possible. We will then try with our best efforts to amend it. Dependant on the alteration to your item and if any charge is required, this charge will be passed on to the customer who will have to pay this immediately.

The responsibility of ensuring finishes, colours and sizes are correct falls onto the customer. Therefore when ordering your item(s), please ensure you have all the correct details.

You should expect to receive your refund within 5 working days of giving your package to the return courier (dependant on the courier used). This time period includes the transit time for us to receive your return from the courier, the time it takes us to process your order once we receive it, and the time it takes your bank to process our refund request.

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Free delivery on all orders £100.00 and above, applies to UK mainland only. Deliveries to areas outside of London may take longer and may also be subject to a specific delivery day. However we will work with you to ensure that it is convenient for both parties. Larger deliveries undertaken by freight companies are classed as kerbside only. If you require the item to be delivered and installed please call 01843 220088 to discuss charges with a member of our team. 

We can ship to any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. Shipping costs will vary depending on the item and destination. Please e mail us at shop@papiloninteriors.co.uk for a quote.

The cost of shipping to international destinations are estimates and if the cost should be higher than the price paid we will contact you to discuss the cost and the shipping options available. We reserve the right to amend the delivery charge and will advise you of any changes once we have received your order.

If you order an item that is in stock by 2pm, we can dispatch it on the same day. This applies to orders placed Mon-Fri, excluding bank holidays. Orders placed after 2pm Friday for an item that is in stock will be dispatched the following Monday and if placed on a bank holiday, it will be sent the next working day. We do not deliver at the weekend unless specified by our customer, charges will apply.

Purchases made during the weekend will be processed on Monday morning.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. 

The cost of UK mainland delivery will be calculated at the checkout, unless stated otherwise on the product page. 

On some rare occasions a particular item may be discontinued by the manufacturer, therefore it will be made unavailable. Should this occur, we will contact you immediately to let you know. We will then issue a full refund and offer alternatives.

Most of our sent parcels will require a signature upon delivery. If you know or think that no-one will be available to sign for your goods, we recommend that you have them sent to a work or to your neighbours address. However, if no one is in, the courier will leave a card for you to contact them and re-arrange the delivery.

Please note once delivered to the address provided and signed for where required, responsibility for the parcel passes to you.