Returns

RETURNS & REFUNDS

Made with love, and packaged and sent with care, we hope your new Papinelle purchase brings you enduring comfort and pleasure. But if it hasn’t met your expectations, or something’s slipped through our meticulous checks, rest assured our returns policy is there to help ensure your optimal satisfaction.

PAPINELLE OFFERS:

Refund or Store credit on FULL PRICE items

Store Credit on SALE items (Excludes FINAL SALE)

 Please note, $9.99 return shipping costs will be deducted from your refund or store credit

TO BE ELIGIBLE FOR A RETURN:

Items must be returned within 30 days of purchase date

All original tags must remain attached

Item(s) must be unworn, and returned in original condition

FINAL SALE items, Face masks, knickers and personalised items can only be returned if there is a manufacturing defect.

Gift Cards cannot be returned

 

Papinelle reserves the right to reject items that do not comply with the above conditions and will return the item to the sender.

 

HOW TO RETURN?

Returning your online order is easy. Simply click here. 

Enter your order number and postcode to start the returns request.

Select your items, reason and shipping method (pre-paid label for $9.99 to be deducted from your refund or store credit) and click “Confirm.” For returns outside of New Zealand please ship your return via a trackable service at your own cost.

You will receive an email with further information on how to complete your return.

Ensure your return parcel is securely packaged as Papinelle will not be liable for any return parcels lost in transit. Please allow 2-4 business days from the day your parcel is delivered to our returns address for your return to be processed. You will receive an email once your return has been finalised. Papinelle is not responsible for shipping fees or lost returns. Please obtain a tracking number for your records.

 

HOW WILL I BE REFUNDED?

If you are eligible for a refund, your refund will be processed back to your original payment method. Papinelle Gift Cards or Store Credits will be issued with a 12-month validity. 

RETURNING ONLINE PURCHASES IN-STORE

Online purchases can be returned in-store within 30 days from date of order. Online return conditions apply. If returning for a refund please leave your order with our store team and a refund will be processed back to your original payment method within 1 business day.  

To find your nearest store click here

 

RETURNING AN IN-STORE PURCHASE

In-store purchases, must be returned to store within 30 days of date of purchase inline with your receipt terms and conditions. In-store purchases cannot be returned online. 

To find your nearest store click here

 

WAREHOUSE SALE

Items purchased from our  'Warehouse Sales' are Final Sale and cannot be returned or exchanged unless there is a manufacturing fault. This is indicated during the buying process online and in store so you are made aware. 

 

DAMAGED / FAULTY ITEMS

All our products have been tested inline with our recommended wash instructions. Please ensure washing instructions have  been adhered to prior to lodging a product claim. 

We quality check all of our products prior to dispatch and are confident in what we are packing before we send. If however you have any issues please contact us here.