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Shipping & Returns
Shipping
General
Most of our orders in Spain are shipped by Correos Correos, we can send the 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 €. Terms & conditions apply.
We offer the following delivery options:
Standard in Spain
Including collection point
2 – 3 days
Free for orders over 100€.
1 a 3 Kg — 9,99 €
3 – 4 Kg — 12,99 €
5 – 10 Kg — 19,99 €
Europa
3 – 7 working days
1 – 5 Kg — 19,99 €
5 – 10 Kg — 25,99 €
Please note: the above charges may vary depending on the place of delivery. Shipping costs will be confirmed at the time of purchase.
Once you select 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.
Please note: 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 shipped, we will send you a confirmation email. You can track your order by clicking here
What time can I place my order to receive it the next day?
On most days, you should place your order Monday through Thursday before 2:00 p.m. for delivery the following day, although this may vary during our busiest periods.
Returns
General
If you change your mind about your order or purchase, you have 14 days from the day of delivery to return your order, using our returns service that you will find in the footer of the return receipt email. To arrange your return, simply log in to the returns portal and enter your details. Once you have found your order, click on Start a return. Please allow up to 7 days for your return to be processed.
How can I return my order?
Returning your order has never been easier. To prepare your return, package the unwanted items and simply attach the label generated in the returns portal to the front of the package.
Which items cannot be returned?
All those items used or opened from the original packaging.
Products purchased under the “Backstage” category are not eligible for return; 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 items, please use suitable alternative packaging and enclose the returns inside. Please note that any damage caused to the brand packaging may result in problems when processing the 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 return 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 business 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 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 our return policy.
What should I do if I have received the wrong item?
Although we take great care to pack your package accurately, on rare occasions we may ship 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 resolve the problem.
What should I do if I have received a defective or damaged item?
If you believe you have received a defective or damaged item, please contact our Customer Service team by emailing orders@www.papaduk.com with your order number and pictures of the item so we can help you.
Can I return an item I bought in the store?
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 original condition within 14 days with proof of purchase, subject to the restrictions and exclusions below.
Refunds will 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 products; 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?
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, we don’t 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 authorizing 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 data in complete security.