Returns Policy

If you’re not completely happy with an item, we’ll exchange it or 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.

 UK returns

  • Returns need to be received back by us within 14 days of receiving your order. 5 days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. We will always make allowances for disruption to postal services and airlines which might affect your return getting back to us.
  • 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 or replacement. Please keep copies of your shipping documentation so that you can make a claim with the carrier if your parcel gets lost.
  • We’ll send you an email to let you know when your return has been received.

Non-UK returns

  • For orders shipped to addresses outside the UK we need to receive your return within 20 days. 10 days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. We will always make allowances for disruption to postal services and airlines which might affect your return getting back to us.
  • Please mark your package clearly as ‘RETURNED GOODS’ to avoid delays at customs. We suggest you use an insured, traceable shipping method and keep your shipping documentation so that you can make a claim with the carrier if it gets lost. We recommend using a guaranteed service that requires a signature upon arrival, as we cannot be held responsible for goods that don’t arrive.

    We are not liable for any customs duties and taxes that may be charged for items returned outside of the UK and therefore you should ensure that you follow the Returns instructions as provided with your parcel ensuring that you clearly indicate that the item is a stock return.

  • We’ll send you an email to let you know when your return has been received.

Items that can’t be returned

Most items bought from Paolita can be returned, with the exception of anything listed below:

  • Gift cards are non-returnable and can’t be exchanged for cash
  • Certain products are excluded from our returns policy – if this applies it’ll be clearly stated on the material & care tab of the product page before you purchase

Services that can’t be refunded

  • Gift box charges won’t be refunded if goods are returned. Also, any replacements you’ve asked for won’t be gift boxed, so if you received a gift box with the original order, you might want to hang on to this
  • Shipping charges won’t be refunded if goods are simply returned.

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.

If you want replacement items of a higher value than the return, we’ll need to have the cardholder’s permission before making any additional charge to their card. Alternatively, you can pay any difference owing with your own card. If you’d like to do this, please include clear payment instructions with the returned items, together with your own contact details in case we have a query.

Refunds can only be issued to the card which was used to pay for the goods. Sorry, but we can’t offer credit notes.

Return address:

Paolita Returns
18 New Quebec Street
,London
W1H 7RX
United Kingdom

Return of Faulty Goods

If you feel an item we’ve sent you is faulty, please get in touch. We may ask you to return it to us so that we can investigate the fault, before contacting you again to agree the best resolution.

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