Help

FAQ

ORDERS AND SHIPMENTS

  • How long will my order take to arrive?
    We are committed to prepare all orders received until 4pm (CET) on the same day. If your order has been placed after 4pm, the order will be prepared the next business day.

    - Express Shipping: Once the order is prepared, the shipping time is in 24 working hours, in case your order has been placed before 4pm (CET), and 48 working hours if done after 4pm (CET). Only valid for Portugal, France, Germany, UK, Italy and Holland.

    - Standard Shipping: Once the order is prepared, the shipping time is 3 to 5 working days. Exceptions: Bulgaria, Estonia, Greece, Lithuania, Latvia, Ireland and Finland the shipping time is 6 to 8 working days and outside the EU 11 working days.

    Important note* : Due to the saturation of the courier companies in times of high volume (such as Black Friday, Cyber Monday and Christmas) some shipments may suffer a slight delivery delay. If your order hasn’t been delivered in a reasonable amount of time, please contact us.

    EXCEPTIONS: Orders with one or several personalized items may suffer a delay of up to 5 business days.
    • Can I cancel my order?
      All shipped orders cannot be cancelled. If you wish to cancel your order, let us know as soon as possible by contacting our customer service and we'll do as much as we can. You can also manually cancel your orders on your user profile page. If you don't see a “Cancel button, it is very likely that your order has already been dispatched.

    • Do you ship worldwide?
      Yes, we ship worldwide. However there are some exceptions. Please note that some international shipments may be liable for additional custom fees and taxes. In all cases, We will issue the necessary paperwork to ensure the parcel is cleared from customs, although any additional charge will be the buyer's responsibility.

    • Where is my order?
      We want you to be in control of your order at all times. For that reason, once we ship your order we will send you a confirmation email with a link from which you will be able to track your order live. You can also find information of your shipping in "Track My Order".

      If you have any doubts about the delivery of your order or you need to give us new information about the delivery, please contact us.

    • What if I want to change my shipping address?
      Unfortunately, once your order has been shipped, the shipping address cannot be changed. Any change of address after the order has been placed will have an additional cost of 4,95€. You can make the payment by PayPal or by bank transfer, please contact us.

      On the other side, if your order has not been dispatched yet, contact us immediately.

    • What if I receive a wrong product or a product in bad conditions?
      We are committed to prepare and send our products in perfect condition. If you receive a wrong product or a faulty item, please contact us, we'll be glad to help you.


    RETURNS AND EXCHANGES

    • What is your return policy?
      We accept returns under the following circumstances, excluding personalized items:

      - I received my order in bad condition
      - I got my size wrong and I'd like to change the size
      - The product is not what I expected and I'd like to exchange it for another one or return it

      In all cases, all products sent back for an exchange or return need to be in perfect condition and with no evident signs of use, otherwise we will not be able to proceed to any exchange. It is your responsibility to provide the correct packaging to make sure all items arrive at our facilities in perfect conditions.

      Gifts included on your purchase must be sent back in case of return.

      You have 30 days starting from the day of delivery of your order to proceed to any exchange or return.

      Exceptions: Orders placed between the 28th of November to the 6th of January can be exchanged or returned until the 7th of February.

    • What is the items guarantee?
      All our items have a 3 months guarantee starting from the day of delivery of your order. The guarantee will only be applicable under the circumstance of a manufacturing defect and in any case after the wrong use of the item. In order to keep your jewellery in a perfect condition do not hesitate to visit our online Jewellery Care guide.

      In order to benefit the guarantee contact us on our Returns Centre and our Customer Care Service will help you.


    GENERAL INFORMATION

    • How many languages is it possible to browse in?
    You can browse our website in Spanish, English, French, Italian and German.
    • Are out-of-stock items restocked?
    If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will be removed from the website.
    • Is it possible to receive periodic information via email about P D PAOLA's latest new products and offers?
    Yes. By simply entering your email to the Newsletter text box you will receive information on P D PAOLA’s latest products and news.
    • Can I cancel my P D PAOLA Newsletter subscription?
    You can easily cancel your subscription by clicking on the “Unsubscribe” button from your last email.
    • How can I be sure that I've made my purchase correctly?
    Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.
    • Can I remove items from my order?
    Yes. You can delete any unwanted items from your shopping bag as long as the order hasn't been processed yet.
    • May I ask for a change or a refund of a personalized item?
    Personalized items are created on your express demand and therefore can't be changed or refunded unless they are defectives.
    • What’s a personalized item?
    A personalized item is an article engraved on your demand. See, as example, the collection Engrave mewhich is personalized by laser with a text, logo or icon.
    • Is it possible to engrave on both side of the jewel?
    In order to not damage the jewel, we allow just one side engraving.
    • Can I use characters different from Latins character?
    Any symbol included in our web page can be used. The engraving will be done only in a single typography.
    • Is it possible to make a gold or silver plating in a personalized jewel?
    Yes, however the gold or silver plating will cover all the empty spaces. Therefore, the engraving will disappear.
    • Can I ask for a change or refund of a personalized jewel?
    Personalized jewels are done on demand and therefore can’t be exchanged or refunded.