Frequently asked questions


What's the returns policy?

We take extra care to ensure all products are dispatched to the highest policy. For all items bought online you have 14 days to return this via post or in store from receipt of the product. Read our Delivery and Returns policy for full details. For products bought in store we can only accept exchanges or credit notes 14 days after purchasing. You will need proof of purcharse for any returns.

Delivery & Shipping

Where's my order?

We endeavour to ship your products in as fast a time frame as possible. In order for us to give you the most up to date shipping information please contact us at the shop on 01829 733851 or via email at

What delivery options do I have?

All products will be shipped via 1st class recorded mail. Where possible we will provide a tracking number.

Where do you ship to?

Currently we only ship to the United Kingdom.


What payment do you accept?

We accept all major UK Credit and Debit Cards online and in store

I have a credit note, can I use this online?

We can only accept credit notes in store. All credit notes must be in date and an acceptable condition.

Can I buy a gift card?

We currently do not have gift cards to purchase or use for Papillon.

My Order

How can I cancel/change my order?

Please contact us directly at Papillon on 01829 733851 or via email at Please ensure have your order number ready to quote for us to help you.

Faulty, Missing or Incorrect Items

We personally check each order before we send out any products. In the rare occasion that a product arrives faulty or an item is missing or incorrect please contact us at the shop directly on 01829 733851 or via email at

Product and Stock

An item I want is out of stock, when will it be back?

For popular items we may be able to place additional buys in order to get you what you want. In order to check what we can do for you please call us at the shop on 01829 733851 or drop us an email with your inquiry on


Is your store open?

Yes, we are now delighted to be back open. We are offering booked appointments between 9AM-11AM and 3PM-5PM daily. We would encourage any visitors to contact us to book an appointment before you visit. Alternatively we have a short window between 11AM-3PM for non-appointment shopping.

What are you doing in store to reduce the risk of Coronavirus?

We are taking the latest government advice to reduce the spread of coronavirus now that the store is open. This include things like appointment bookings, reduction of changing rooms, increased cleaning and limits to the amount of customers we allow in store at one time. We have hand sanitiser at the door, and are encouraging the use of face masks when in the shop. You can try items of clothing on, our fitting rooms will be cleaned regurarly, and any items tried on will have their own mini quarantine and steam clean before we allow any other customers to try them on again.

How are you ensuring my order online does not pose a risk?

While there is a very low risk of any part of the disease being transmitted via post and packaging we understand this is a concern for yourselves as well us at Papillon during this time. We are therefore taking extra steps including increased hand washing and cleaning, and the wearing of gloves whilst handling any orders due to be sent out.

Are there any changes to order frequency?

Naturally we are hoping to reduce as much as possible our interaction with others during this time, we are therefore currently posting out orders twice a week. If you order is urgent please get in touch with us to see what we can do.

For any additional queries please contact us at the shop on 01829 733851