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SHIPPING
Once your payment is confirmed, your order will begin processing from our warehouse in Vigo, Spain. Our handling time is 1 to 2 business days.
Delivery times depend on the shipping method you choose at checkout and may vary during public holidays, product launches, or national election days.
All orders include a tracking number, so you can follow every step of your delivery.
Please note:
- If no one is available at the delivery address, the courier will attempt a second delivery on the next business day.
- If delivery is unsuccessful again, your package will be held at the nearest courier office for a limited time, depending on the shipping provider's policies.
- If the package is not collected, it will be returned to us. In this case, the cost of the return will be deducted from your refund.
Providing a valid phone number at checkout is essential to ensure smooth delivery.
If for any reason we are unable to deliver your order within the expected timeframe, we will notify you and offer the option to either proceed with a new estimated delivery date or cancel your order for a full refund.
For the purpose of these Terms and Conditions, your order will be considered "delivered" once you or a person designated by you takes physical possession of the products, as confirmed by the delivery receipt signed at the shipping address.
International Shipping:
Shipping rates vary depending on your location and will be calculated at checkout before completing your purchase.
Please be aware:
*International orders may be subject to local customs duties, import taxes, and fees determined by your country. These charges are not included in our prices and must be paid by the recipient.
We are not responsible for these charges, and we do not accept returns if you choose not to pay them.
RETURNS & EXCHANGES
We accept returns and exchanges within 14 days of receiving your order.
Exchanges
You can request an exchange for a different item or size free of shipping charges.
To start the process, please email us at hola@papayan.es. Once we receive your request, we’ll reply with the necessary instructions to process your exchange.
Returns
If you wish to return an item, contact us at hola@papayan.es. Once we receive your request, we’ll send you the return instructions and label by email.
Return shipping costs are the responsibility of the customer and will be deducted from the refund amount.
For international returns, a flat fee of €15 will be deducted from the refund.
Returned items must be unused, in their original packaging, and with the security tag intact.
We will not accept returns of worn, damaged, or altered items. In such cases, the item will be returned to the customer.
Once we confirm the item is in perfect condition, we will issue a refund for the product.
Please note: original shipping fees are non-refundable.
If you return only part of your order and you originally qualified for free shipping, we will deduct the corresponding shipping cost from your refund.
Damaged items
If you receive a damaged or defective item, please email us as soon as possible at hola@papayan.es with the subject "Damaged item".
We will get back to you within 2 to 3 business days with a solution.