Returns & Exchanges
IN WHICH CASES CAN I EXCHANGE OR RETURN AN ITEM?
In all the following assumptions, whenever it is not related to a personalized defected item:
- I chose the wrong size and I’d like to change it
- The product is not what I expected, and I’d like to return it or exchange it with another one
- I received my order in poor conditions
In any case, the products that will be exchanged or returned must be in pristine conditions and show no evident signs of being used, or else no exchange or return will be carried out. It is your responsibility to provide adequate packaging to make sure that the items arrive to PDPAOLA in perfect conditions. If you have trouble finding a suitable packaging, we suggest using the original box that your order came in. If the items are received in poor conditions, we won’t be able to carry out the return as requested.
The time window in which you can exchange or return an item lasts 30 days, starting from the day the order is delivered.
HOW CAN I DEMAND AN EXCHANGE OR A RETURN?
Visit our Returns Centre.
Once you have fulfilled our Returns Center's form, our Customer Support team will reach you to guide you with your item exchange.
- National exchanges: The new item will be shipped to you with a return service: this means the courier will deliver the new item and pick up the one to exchange. Do not forget to fill in the form recieved in your order for "Exchanges and Returns". It’s important to prepare the item for the exchange beforehand. If you don’t hand over the item you want to exchange, the courier won’t be able to deliver the new item.
- International exchanges: Regarding international exchanges, our Customer Support team will explain you the process and give you the information about the corresponding costs.
Once you have fulfilled our Returns Center's form, our Customer Support team will inform you about the address to ship the return. Make sure to fill in the exchanges and returns form included in your order and to incorporate it in the package you are returning. After the package arrives to our facilities, you will receive a confirmation email, informing you that the amount will be sent to your account in about 2-3 working days. You will receive the amount in the same way you made your purchase, through a refund processed by PayPal or a return in your credit card.
PDPAOLA won’t be held responsible for any misplaced packages, and it will be the client’s responsibility to make sure the package arrives to our facilities in perfect conditions.
Important information: personalized items can't be neither returned or refund.
WHICH IS THE TIME WINDOW TO DEMAND AN EXCHANGE OR A RETURN?
The time window in which you can demand an exchange or a return is of 30 days after the order is delivered.
Exceptions: Orders placed between the 28th of November to the 6th of January can be exchanged or returned until the 7th of February.
WHAT’S THE PRICE OF AN EXCHANGE OR A RETURN?
The exchange-related costs will always be at the client’s expense. The cost for an exchange will be 5,95€, which corresponds to the cost of delivering the new item and collecting the exchanged one.
Regarding international exchanges, our Customer Support team will inform you about the procedure to follow and the corresponding costs.
Orders of €200 or more that have enjoyed free shipping will have a fee of €5.90 in concept of management fees, in case of full return of the order. Or its equivalence in the following currencies: 5.13 GBP, 7.25 USD, 589.94 JPY.
If you wish to exchange a product for a different one with a different price, the difference will be charged by bank transfer or PayPal.
In terms of returns, you will only have to ship the item you want to return to the address we provide, and the shipping costs are at the buyer’s expense.
Every item we sold comes with a 3-month warranty, starting from the delivery date of the order. The warranty only applies to factory defects and damage which has not been provoked by an incorrect use of the item. We will carefully study if, by any chance, the defect has been caused by an improper use of the piece(s). In order to maintain your jewellery in perfect shape, visit our Jewelry Care guide.If you think you are eligible for support under our warranty conditions, contact us and our Customer Support team will give you more instructions.