Terms & Conditions

Returns & Exchanges

IN WHICH CASES CAN I EXCHANGE OR RETURN AN ITEM?

  • I received my order in poor conditions
  • 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

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 P D PAOLA 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?

Write to us at help@pdpaola.com telling us about your exchange or return request or visit our Returns Centre.

Exchanges

As soon as your exchange is approved by our Customer Support team, the new item will be shipped to you with a return service, in which the courier will deliver the new item and pick up the one you want to exchange. It’s important to prepare the item to be exchanged beforehand. In case you don’t hand over the item you want to exchange, the courier won’t be able to deliver the new item. Also, make sure to fill in the exchanges and returns form included in your order and to incorporate it in the package you are returning.

Regarding international exchanges, our Customer Support team will inform you about the procedure to follow and the corresponding costs.

Returns

As the return gets approved, you will have to ship the item to the provided address. Also, make sure to fill in the exchanges and returns form included in your order and to incorporate it in the package you are returning. Once 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.

P D PAOLA 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.

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.

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.

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.

The returns are completely free. 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.

ITEMS WARRANTY

Every item sold by P D PAOLA 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. P D PAOLA 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 Jewellery Care guide.

If you think you are eligible for support under our warranty conditions, write to us at help@pdpaola.com or visit our Return Centre and our Customer Support team will give you more instructions.