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Return and refund policy
Shipping
General
Most of our orders in Spain are shipped by Correos Correos, we can ship your order with Correos Express. Your shipping email will contain the carrier and shipping details for your convenience.
Orders shipped to Europe and the rest of the world will be delivered by CTT Correos express. To track or make changes to your delivery, you can contact the carrier using their contact platform.
We currently offer free delivery in Spain on all orders with a minimum spend of €100.
The following apply Terms and conditions.
We offer the following delivery options:
Standard in Spain
Including collection point
2 - 3 days
Free for orders over 100€.
1 to 3 Kg - 9,99 €.
3 - 4 Kg - 12,99 €.
5 - 10 kg - € 19,99
Europe
3 - 7 working days
1 - 5 Kg - € 19,99
5 - 10 Kg - 25,99 €.
- Orders to the Canary Islands and countries outside the EU are subject to an extra cost of customs charges that the customer must assume upon receipt of the product.
- The above costs may vary depending on the place of delivery. Shipping costs will be confirmed at the time of purchase.
- Once you have selected the delivery option, you will be given an estimated delivery date at the time of purchase. You will then receive a confirmation email with this date.
- For both Spanish and European orders, delivery may be delayed due to situations beyond our control, such as road closures, adverse weather conditions or increased demand. Our customer service team will inform you if there are any changes to your order.
How can I track my order?
When your order is dispatched, we will send you a confirmation email. You can track the progress of your order by clicking here
What time can I place my order for next day delivery?
On most days, you should place your order Monday to Thursday before 14:00 for delivery the following day, although this may vary during our busiest periods.
Returns
General
To prepare your return, you have two options:
- We organise the collectionWe can arrange for your parcel to be collected from a service point. The cost of this service will be deducted from the amount of your return.
- You take care of the shippingYou can personally arrange for the package to be delivered to our premises. In this case, you will be responsible for any loss or damage that the package may suffer during shipment.
Please note that if you decide to return the order for reasons beyond Papaduk's control, the return costs will be deducted from the total amount of your return.
Pack the unwanted items and stick the label generated in the returns portal on the front of the package.
Product status
In order for the return to be accepted, the following conditions must be met:
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Keep the original seal intact.
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Not to have been opened or tampered with.
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Keep the complete original packaging, including box and inserts.
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No damage, marks, dents or alterations.
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Match the batch number and reference registered in the order.
The products will be inspected upon receipt. If these conditions are not met, no reimbursement can be made.
How can I return my order?
When your order is dispatched, we will send you a confirmation email. You can track the progress of your order by clicking here
Which items cannot be returned?
All those items used or opened from the original packaging.
Products purchased under the category “Backstage”are non-returnable. Users are requested to bear this stipulation in mind at the time of purchase.
How long does a return take?
It may take up to 7 days from the day after the return date for the package to be delivered to our warehouse and processed. All returns are subject to our routine inspection. We will send you an email as soon as we have processed your return.
I no longer have the original Papaduk packaging to return my items, what can I use instead?
We ask that you return your item(s) in the original packaging provided. If you do not have the original packaging to return the item(s) in, please use suitable alternative packaging and enclose the returns inside. Please note that any damage caused to the branded packaging may result in problems when processing the refund.
I have returned my order, when will I receive a refund?
Once your return has arrived at our warehouse, the item(s) will be processed by our returns team. If we receive the item(s) in accordance with our returns policy, we will process a refund to your original payment method within three days of receipt. Please note that some items are subject to mandatory inspection by the brand and may take a few extra days.
Refunds will be made automatically to the original payment method used to place the order. Refunds may take up to 10 working days, depending on your payment provider.
If you have paid with a gift card, the payment will be automatically refunded to the original gift card.
Please allow a full 10 working days before contacting our Customer Service team to request a refund.
Can I exchange my purchase for something else?
Although we do not offer exchanges for online orders, you can easily return unwanted items to us for a full refund. For more information, please read our RETURNS POLICY.
What should I do if I have received the wrong item?
Although we take great care to pack your parcel accurately, on rare occasions we may send the wrong item by mistake. If you have received the wrong item in your order, please contact our customer service team by email at orders@www.papaduk.com so that we can solve the problem.
What should I do if I have received a defective or damaged item?
Although we take great care to pack your parcel accurately, on rare occasions we may send the wrong item by mistake. If you have received the wrong item in your order, please contact our customer service team by email at orders@www.papaduk.com so that we can solve the problem.
Can I return an item I bought in shop?
In addition to your statutory rights, Papaduk is pleased to offer you additional rights of return:
Unwanted items may be returned for refund or exchange if returned unused and in their original condition within 14 days with proof of purchase, subject to the restrictions and exclusions below.
Refunds shall be made against the original form of the offer, except in the case of the following items.
The following items cannot be returned: limited edition items; perishable goods; beauty products (including toiletries, cosmetics and fragrances) that do not have branded packaging.
Payments
How can I pay?
You can pay with your credit or debit card, by Paypal and also using Google Pay and Apple Pay depending on the device you use.
My payment has failed, what can I do?
Please contact us and we will try to solve the problem as soon as possible:
orders@www.papaduk.com
Can I pay cash on delivery?
No, sorry, we do not accept this form of payment.
Is it safe to pay with my credit or debit card?
At Papaduk we work with Redsys, which has developed a system for secure online payments. With the Redsys system, the card issuer (bank or savings bank) identifies the cardholder before authorising the payment. Once you have selected the products to buy and entered your card number, a window opens where you can fill in the fields with your details in complete security.