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Returns and Refund Policy
Shipping
General information
Most of our orders in Spain are shipped via Correos, and 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 your order 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.
Terms and conditions apply.
We offer the following delivery options:
Standard in Spain
Including pickup 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 business 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 customs fee that the customer must pay upon receipt of the product.
- The above costs may vary depending on the delivery location. 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 orders in Spain and Europe, 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 shipped, we will send you a confirmation email. You can track your order by clickinghere.
What time can I place my order to receive it the next day?
On most days, you must place your order Monday through Thursday before 2:00 PM to receive it the next day, although this may vary during our busiest periods.
Returns
General information
To prepare your return, you have two options:
- We organize the pickup: We can arrange for your package to be picked up at a service point. The cost of this service will be deducted from your refund amount.
- You are responsible for shipping: You can personally deliver the package to our facilities. In this case, you will be responsible for any loss or damage that the package may suffer during shipping.
Ten en cuenta que, si decides devolver el pedido por motivos ajenos a Papaduk, los gastos de devolución serán descontados del importe total de tu devolución.
Pack the unwanted items and attach the label generated on the returns portal to the front of the package.
Estado del producto
Para que la devolución sea aceptada , deberá cumplir las siguientes condiciones:
-
Mantener el precinto original intacto.
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No haber sido abierto ni manipulado.
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Conservar el embalaje original completo, incluyendo caja e inserts.
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No presentar daños, marcas, golpes o alteraciones.
-
Coincidir con el batch number y referencia registrados en el pedido.
Los productos serán inspeccionados a su recepción. En caso de no cumplir estas condiciones, no podrá efectuarse el reembolso.
How can I return my order?
When your order is shipped, we will send you a confirmation email. You can track your order by clickinghere.
Which items cannot be returned?
All items that have been used or opened from their original packaging.
Products purchased under the "Backstage"category are not eligible for return. Users are requested to bear this stipulation in mind when making their purchase.
How long does a return take?
The package may take up to 7 days from the day after the return date 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 items, please use suitable alternative packaging and enclose the returns inside. Please note that any damage to the branded packaging may result in issues when processing your refund.
I have returned my order. When will I receive my 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 automatically made to the original payment method used to place the order. Refunds may take up to 10 business days, depending on your payment provider.
If you paid with a gift card, the payment will be automatically refunded to the original gift card.
Please wait the full 10 business 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 ourreturn policy.
What should I do if I have received the wrong item?
Although we take great care in packing your package accurately, on rare occasions we may mistakenly ship the wrong item. If you have received the wrong item in your order, please contact our customer service team atorders@www.papaduk.comso we can resolve the issue.
What should I do if I have received a defective or damaged item?
Although we take great care in packing your package accurately, on rare occasions we may mistakenly ship the wrong item. If you have received the wrong item in your order, please contact our customer service team atorders@www.papaduk.comso we can resolve the issue.
Can I return an item I purchased in the store?
In addition to your legal rights, Papaduk is pleased to offer you the following additional return rights:
Unwanted items may be returned for a refund or exchange if returned unused and in their original condition within 14 days with proof of purchase, subject to the restrictions and exclusions listed below.
Refunds will be made in 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 their original packaging.
Payments
How can I pay?
You can pay with your credit or debit card, via PayPal, and also using Google Pay and Apple Pay, depending on the device you are using.
My payment has failed. What can I do?
Please contact us and we will try to resolve the issue 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 making secure online payments. With the Redsys system, the card issuer (bank or savings bank) identifies the cardholder before authorizing the payment. Once you have selected the products you wish to purchase and entered your card number, a window will open where you can fill in the fields with your details in complete security.