Shipping and Delivery
How does shipping and delivery work?
You’ve made an order, we are doing a small business happy dance - now what?
Once an order is placed, our team will carefully collect your products from the warehouse and package them with care and love. 99% of our orders are processed within 24 hours except for Sundays and public holidays when we have our rest days.
Sometimes there is too much love to put in one parcel so you may get multiple Paparazzo packages from our warehouse. Not to worry though, they will still be sent at the same time.
Your package will then gently be sent via our international courier to your country. Once it arrives in your country it will be handed over to the local courier for last-mile delivery.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey. Depending on the local courier you may also receive updates via text message.
You can also sign up for shipping updates through SMS or the Shop App on the order confirmation page after your order is placed.
*Please note: all shipping timeframes are from the advertised date of dispatch. In some locations, weekend delivery is not available. Our estimates are based on business days and exclude possible customs delays. Some delays are out of our control and we ask for your patience if this occurs.
How much do I pay for shipping?
Shipping is free to most countries. The below countries currently have a shipping charge due to high shipping costs.
Free Shipping Locations: Europe, USA (ex Hawaii & Alaska), Australia, New Zealand, Asia (exclusions below), Saudi Arabia.
$7.99 fee, or FREE over $100 order value: Canada, Brazil
$14.99 fee per $100 order value: India, Pakistan, Middle East, Bangladesh, Africa, South America, Hawaii & Alaska.
Faster Shipping: In the USA, UK, Germany, Spain, France and Italy we offer a premium tracked shipping service for an additional fee.
How do I track my order?
Creative days are on the way to you! After we pass your order to our International Courier we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the International Tracking website so you can follow the live tracking updates!
Where possible, we will update your tracking number to the local courier to enable you to track your package accurately.
If your order is being sent in 2 packages, you will receive 2 tracking numbers advising which items are in which package.
Haven’t received your shipping confirmation email yet? Be sure to check your spam folders. If you have not received your tracking number within 5 days, please contact us.
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit or stolen? Although we quote accurate delivery estimates based on recent orders, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of ‘delayed’ delivery date.
If your item still hasn’t been delivered within 30 days, please contact us and we can launch an investigation.
Please note, depending on the local courier we may ask you to contact the local post office directly. This is the fastest way to resolve any issues as the package is in your name.
After investigation, If your package has been confirmed lost or stolen, we will send a new order to you. We may require proof of loss from the courier depending on the situation.
*Please note: Once we pass your order to our International courier your package is with a different provider. We completely understand delays are frustrating, however, once your order is with the courier, any issues need to be investigated by the International or local post. We can contact them on your behalf to resolve any issues, however the fastest way to resolve the issue is to contact the local post office directly. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.
My product arrived damaged, what do I do?
Inspect your order upon receiving it and contact us within 48 hours at email@example.com if the product is damaged or you received the wrong item. After this time we cannot make a claim back from our courier partner.
We offer a 100% money-back guarantee on all products that are defective or damaged during shipping. Just let us know, and we will provide a replacement or refund as preferred.
Please note for damaged items you will require your photography or video skills. When contacting us please send a photo or video of the damage. This is not because we don’t trust you, but because we can make a claim with our fulfilment partner.
Can I change my shipping address?
We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you. After 3 hours of placing the order we cannot guarantee it can be changed, so please be quick.
If your order has been shipped, don’t panic! However, you will need to contact the local courier directly to change the shipping address. However, this is not guaranteed and may incur additional fees which will be the responsibility of the customer.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Are there any customs/import fees?
UK customers: If you are a UK customer VAT is included in the price shown. You can see the breakdown on your receipt.
European customers: All fees are paid directly with our International courier in advance of it arriving in the EU. No additional fees will be paid by you and your package will not be delayed by customs.
Rest of the world: We are not responsible for any custom fees or VAT once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and you may get custom & VAT fees when they arrive in your country.
Countries we are aware of that have charged customs fees for our products are:
How is the product packed?
We are just as excited as you are for you to receive your Paparazzo products, and we’ve dressed it up for the occasion! Your products will be wrapped twice in bubble wrap and placed in a thick poly mailer.
Please visit the technical specifications on each product page under the Add To Cart button for a full breakdown of the product specifications. We also provide a Q&A section for each product.
Do you take product suggestions?
We’re here to take your suggestions – and are open to anything that will help you share your story and creativity with the world.
Please send us an email if you have ideas or product improvements and we will do our best to make them come true.
Do you offer wholesale or bulk purchase discounts?
Yes, we want to spread creativity around the world and would be happy to partner with you, if you are the right fit.
Please send us an email and someone from our team will get back to you as soon as possible, with a list of questions and requirements.
Can I send an order as a gift?
Have a special someone who you think needs a Paparazzo product in their life (or just trying to earn some major brownie points)?
You can ship a Paparazzo product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address.
We don’t include any value invoices inside the bag as any receipts are sent directly to your email address. It’s that easy!
Currently, we can still add that personal touch to your order. If you would like to add a message card to the order, please contact us via email as soon as your order is placed and we will try our best to meet your expectations.
I can’t add a product to my cart?
If you can’t add an item to cart, it may unfortunately be a sold out item. Please contact us and we can advise when it will be back in stock.
Refunds and Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy here. We offer hassle-free returns for 60 days from date of delivery/receiving of order.
To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 60 days of the delivery/receiving of order.
2. Item(s) must be in the original packaging, which must be in original condition.
Returns are free for our customers in the USA, Canada, Australia and New Zealand.
How long do I have to return my order?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 60 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our product is just not quite the right fit for some people. You can certainly return your product to us for a full refund, provided it is returned within 60 days.
*Items in a bundle: If you are returning one of your items from a bundle, the price of the product will be pro-rated to the value in the bundle. This is so you don’t have to return the whole bundle. We will advise the price for a refund before processing.
Can I exchange my order for a different product?
If you would like to exchange your product in its original condition, please follow the returns procedure and place a new order for your preferred item(s).
You can do this at your earliest convenience so its ships asap or wait until we have processed your refund. Please contact us if you have any questions or your items are defective.
*Please note: All products must be returned in new condition.
Do I have to pay for returns?
USA, Canada, Australia and New Zealand
We offer free returns for our customers in USA, Canada, Australia and New Zealand. Please visit our returns center to start the process.
All return shipping fees are paid for by the customer to our UK or HK locations. Unfortunately, we are still a growing business and do not have a fleet of aeroplanes and vans just yet. Just contact our friendly team at firstname.lastname@example.org and they will be able to help you along the way.
How long does it take for my return/exchange to be processed?
Once the product has been received, it will be inspected by our team to ensure it is In new condition. Once confirmed it is eligible for a refund we will process the refund within 24hours.
We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been sent.
*CARE: Please ensure your name and original order number or confirmation is in the package so we can identify you.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Sezzle, PayPal) directly.
How secure is your payment?
Your privacy and security is our highest priority. We use Stripe and PayPal which are extremely secure and highly encrypted systems designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions.
If you’re a bit more tech-savvy, we offer ApplePay and PayPal too!
Need a little longer to pay for your order? We offer Sezzle for the US and some EU countries. Please select Sezzle at the payment screen on the last step of the checkout.
Do you have payment plan options?
For when payday is just that bit too far away, we have payment plans available for US and EU customers.
*Please note: This is a separate company to us and you will need to create an account with them.
How do I use a discount code?
Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order.
I forgot to use my discount code!
Made your Paparazzo purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely Paparazzo team at email@example.com and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order.
What currency is the store in?
Although we are a UK business our store is currently domiciled in USD. This is due to our international presence.
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our Paparazzo team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us within 3 hours with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Our email contact is firstname.lastname@example.org. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails around the world and also sleep sometimes so please give us 24-48hours to respond. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
For general enquiries, you can also reach us using the chat right here on our website.
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love seeing your creativity and are always open for a chat on Instagram. Should you have any feedback for us, please feel free to email us at email@example.com
Where are you located?
Our Paparazzo HQ is located in Cambridgeshire, England. However, our main fulfilment centre is in Asia.
We used to have a fulfilment center in Florida but closed it due to the pandemic to reduce our overheads. We are hoping to open it again soon.
We also have an office in HK that can accept returns.
*Please note: Our Paparazzo HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centers.