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 firstname.lastname@example.org 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 - If you place an order by 2pm we typically aim to dispatch it on the same day where possible, however if not possible then the typical delivery timeframe would be between 1-3 days from point of order. 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.
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.
We are unable to hold items for longer than 7 days prior to delivery unless agreed with the company.
On these occasions a storage charge will apply depending on the size and timescales applied.
Brexit and Coronavirus
Please be advised that we cannot be accountable for delays due to Brexit or The Coronavirus 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.
It is the responsibility of the customer to ensure that the item(s) ordered are the correct size, colour and style and is appropriate (i.e. fits) for the designated location, this is inclusive of factors such as sizes of door frames and angles of stairwells. We can supply fabric, plastic, wood and HPL samples to ensure your item is exactly right for your location.
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 email@example.com or call us on 01843220088.
When you make contact with Papillon, your details are used purely for us to get back in contact with you via email or telephone if you wish and occasionally if the situation warrants it traditional mail. We do not store credit card details nor do we share any customer details with any 3rd Parties.
Like most online stores we collect information in order to complete your order such as contact and shipping details. After a transaction is complete and you have received and paid for your order we are happy to delete any information you have supplied to us upon your request.
All payments and financial details are handled by PayPal. Only Address and Contact details will be handled by Papillon’s secure server. Payment may be made for goods or services ordered by using a debit or credit card through our PayPal facility or through PayPal itself. You do not need to have a PayPal account to use this service. You may pay with your credit or debit card via this secure service without the need to open a PayPal account.
We are happy to change any inaccuracies in any information stored about you upon your request by email or telephone.
We like to send our customers information on promotions and special offers, if you do not wish to receive such information please email us and we will happily take you off our list.
Your contact details and any information you supply remain solidly for communication between you and us only.
Free Gift Wrapping
We are pleased to be able to offer free gift wrapping on our smaller products. Simply select the option throughout the checkout process (if applicable).
If you wish to contact us regarding any of the above please call on 01843 220088 or email us at firstname.lastname@example.org