FAQs
/
I need assistance to place an order
/
Exchange & Return policy
/
Which are the return / exchange options outside Europe?
Top article results
No results have been found for this search
Articles in this section
- What is your exchange & return policy?
- Which are the return / exchange options in Europe?
-
Which are the return / exchange options outside Europe?
- Can I exchange or return engraved / personalized jewels?
- Black Friday & Cyber Monday
Which are the return / exchange options outside Europe?
Personalized products cannot be returned or exchanged. In the event that a personalized jewelry is returned, it will be resent to the buyer and the shipping costs will be at your expense.
You can return or exchange your products at your own expenses up to 30 natural days from the delivery date of the order.
How do I prepare my return?
1- Before you return your jewelry, you should enter into our “Returns center” and fill the form.
2- Once your request has been authorized, our Customer service team will send you the customs clearance documentation. The return must travel with the custom clearance documentation. Otherwise, the order could be blocked in customs, lengthening the return process.
3- The return shipping costs, as well as possible taxes and duties, will be assumed by the client. Otherwise, it will be returned to the sender and the return request will be refused.
Notes:
- In order to return products from different orders, it is mandatory to inform our Customer service team.
- We strongly recommend using the same shipping company as the one used by PDPAOLA at the moment of the delivery in order to expedite the customs process.
- In case the order contains promotional products, these must be returned if, due to the return, the order does not fulfill the conditions of the promotion.
- PDPAOLA will not be responsible for any loss of the package during its shipment.
- It will be the customer’s responsibility to ensure that the package arrives in our facilities in perfect conditions.
- Depending on the period in which the request is made and the promotional conditions, the return may take the form of a gift card.
What is the total amount reimbursed?
The total amount of your order will be reimbursed, including the standard shipping costs.
If you choose to use a return label provided by PDPAOLA*, €5 will be deducted from the amount to be refunded.
When will you receive your refund?
The refund will be made via the same payment method you used to pay for your purchase in 15 working days since the reception of the return in our warehouse.
*We offer customers from the following countries the option to leave the package at a transportation company branch near their location for a cost of €5 (or its equivalent in the country's local currency), which will be deducted from the amount to be refunded:
- United Kingdom
- Australia
- United States of America
- Canada
- Norway