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.
Small item deliveries are typically sent via a courier company (often APC or DPD) via next day service (from ship date) and 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. If delivery is missed on multiple occasions with no valid reason then there may be a re-booking fee chargeable (situation dependant).
Large item deliveries undertaken by freight companies are classed as kerbside only, meaning that the delivering party is only obliged to offload the item/s to kerbside (sometimes may be brought to front door if accessible) and responsibility then falls to the customer to bring the item/s inside. If you require the item to be delivered and installed, which includes placement into desired room and removal of all packaging, 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 email us at email@example.com 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.
For stock items - Delivery is in 2-4 days, if you would like it delivered sooner please contact us for more information (01843 220088). This applies to orders placed Mon-Fri, excluding bank holidays and Christmas closures. 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.
If your item is received in a damaged condition or any parts are missing this must be reported to us (01843 220088) within 48hours of delivery.
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.
Please note: once delivered to the address provided and signed for where required, responsibility for the parcel passes to you.
Delays in Transit
Please be advised that we cannot be accountable for delays due to unforeseen circumstances that are out of our control. We will endeavour to keep our customers as up to date as possible and ensure deliveries are made as soon as we can.
Relating to items that are not made to order: 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.
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. Please return your item unused and in the original condition, if we cannot resell the item or the packaging is damaged charges may apply. We will notify you via e-mail of your refund once we've received, checked and processed the returned item.
Please note: Fragrance diffusers can not be returned unless damaged.
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. If we agree to the return of an order a restocking fee plus delivery charges will be incurred.
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.
Which Items Are 'Made To Order'?
By definition, made to order items are any items that only enter the production cycle once an order has been placed, this is due to the item not being held in stock by Papillon Interiors or by the manufacturing partner in question. This includes most of the products we sell as these will be produced/made to a specific colour, finish or size as chosen by the customer.
If you are unsure as to whether or not a particular item is classed as 'made to order', please get in touch with us at firstname.lastname@example.org or call us on 01843220088.