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.
Please remember to enclose your returns sheet and copy of invoice along with the returned items. Please also include your email address or daytime telephone number so we can contact you if necessary.
Please send your returns to the address indicated on your returns sheet.
We will send you an email letting you know your return has been received.
You have 14 days from receipt of order to request a return via email. Unsuitable items must then be returned within 14 days of our team confirming acceptance of your return. Returns outside the 28-day window may be accepted at our discretion. The item(s) should be returned unworn and in perfect condition, with all Paolita garment tags still attached. Returns that are damaged, soiled or returned without their original labels may not be accepted and may be sent back to the customer.
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. Please keep copies of your shipping documentation so that you can make a claim with the carrier if your parcel gets lost – we won’t be held responsible for goods that don’t arrive.
Returns outside EU
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 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.
In the goods description field on your courier’s transit document please state: ‘ RETURN SERVICE – Goods not suitable – being returned to UK’ as well as the product description and the initial tracking number provided by us.
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.
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.
Refunds can only be issued to the card which was used to pay for the goods. We don’t offer credit notes.
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.