FAQ

Orders and shipping

Is it safe to shop at Paolita website?

Yes! Our website is a very safe place to shop and all your personal details are stored securely through our online system.

What payment methods does Paolita accept?

We accept Visa, Mastercard, maestro, American Express, Visa Debit, Visa Delta, Diners, and Paypal. However, if you would like to arrange payment via another method, we are happy to try and assist your request. Please contact us directly at sales@paolita.co.uk to arrange this. All payments are processed through a secure checkout system provided by Shopify and Paypal.

Klarna

Click the links to read FAQ’s on Klarna

Pay later in the 3 interest-free instalments

Pay later in 30 days

Financing

Can I change or amend my order once it has been placed?

Yes, you can amend your order as long as your purchases have not been prepared for dispatch. If you need to make any changes, please email sales@paolita.co.uk with your order reference number & amendment requirements.

How much does delivery cost? / When will I receive my order?

Free shipping on orders over £250

UK
£7.00 “Standard Delivery” – 3-5 working days
£10.00 “Express” – Next working day

Europe

Standard: £15.00-£25.00 depending on the country. This will be calculated at checkout. It will take up to 7 working days to be delivered.

North America

Standard: £15.00 – up to 7 working days to be delivered.

Express: £25.00 – up to 3 working days to be delivered.

Rest of World

£30.00 – up to 7 working days to be delivered.

For more information please see our Delivery Information

How can I track my order?

Once your order has been dispatched, we will send you an email with the tracking number.

Returns Policy

How do I return or exchange an item?

If you’re not completely happy with an item, we’ll give you a refund, provided that it’s returned to us in its original condition & packaging, unworn, unwashed, and with all labels attached.

Please make sure that swimwear is tried on over your own underwear. When trying on swimwear tops please avoid make up or lotions coming into contact with the item. In the interests of hygiene, we may refuse returns where it’s obvious this hasn’t been done.

Returns Policy

Thank you for your order. If you’re not completely happy with an item, please see our policy below in order to process a return.

All Returns

Please return unwanted items within 21 days of receipt.
Items should be unworn, unwashed and have original tags and any hygiene seals still attached.
It is not necessary to return orders in the box they arrived in.
Make sure you get proof of postage from the post office so that we can still complete your return if it gets delayed on its way back to us. You should keep this proof until you’ve received your refund. We won’t be held responsible for goods that don’t arrive.
If you are unable to return your items within the 21 day time frame, please contact us at shop@paolita.co.uk. Returns outside of the 21 day window may be accepted at our discretion.
Refunds will be issued within 10 working days from receipt to process.

Returns should be sent to:

Paolita Returns
International Logistics Group Ltd Unit 2D Gatwick Gate
Charlwood Road, Lowfield Heath Crawley, West Sussex
RH11 0TG
United Kingdom

London based customers have the option to drop off their returns at one of our boutiques within the returns window for a refund or an exchange. If dropped off on a weekend, the refund will be issued on a week day once our offices re-open.

UK Returns

You can create your returns label at https://www.royalmail.com/track-my-return/create/1733

EU Returns

Paolita EU Eood Returns
19 Simeon Petrov St.
Warehouse Metrica Ltd., Bozhurishte Bozhurishte
Sofia City, 2227
Bulgaria

Returns Logistics Contact: Stefan Georgiev Tel: +359896786714

International Returns

Unfortunately we are unable to cover the cost of international returns. You may visit https://uk.interparcel.com as they offer a pick up service and fair rates.

Please mark your package clearly as ‘British Commercial Returns’ to avoid delays at customs and include your original tracking number when your goods arrived which you can find attached to the packaging they arrived in or in your dispatch email.

We are not liable for any customs, duties and taxes that may be incurred for items returned outside of the UK.

Exchanges

Please note exchanges cannot be made, only refunds. If a replacement size, colour or alternative items are required you will need to place a new order or exchange in store.

I've received some Paolita items as a gift from someone else. Can I return them?

You can return items as normal – please refer to the return guidelines above and on the paperwork that came with the goods.

You might want to note that the purchaser will automatically be notified by email of any returns, refunds or replacements. Sorry, we can’t prevent this as it’s an automated part of our returns system.

Refunds can only be issued to the card which was used to pay for the goods. We don’t offer credit notes.

I've received a gift card from someone else. Can I return it?

Gift cards are non-returnable and can’t be exchanged for cash.

Sizing and styling

What size should I order?

We have created a sizing chart to assist you in ordering the correct size. However, if you still not sure which is your size you can email us at sales@paolita.co.uk.

Can I mix and match?

Each of our collections are made to mix and match shapes, styles and sizes.

Swim & Resort

Ready To Wear

Lifestyle Edit

Hydra