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.
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 email@example.com
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.
How can I cancel/change my order?
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 firstname.lastname@example.org
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 email@example.com
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.
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.
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.