D E L I V E R Y
Papillon Earth currently delivers to UK, European and international customers. We are unable to deliver to P.O. boxes. Our delivery options are as follows:
UK Standard: £3.95 FREE for orders over £100
Fully tracked with SMS/email updates. Usually 2-4 working days to any UK address including Channel Islands and Isle of Man. Allow up to 7 working days for delivery.
UK Next Day: £6.95
Fully tracked with 2 hour ETA and SMS/email updates. Delivery the following working day for orders placed before 1pm any working day. UK Islands, Highlands and remote areas may require 2 working days.
International: £6.95 FREE for orders over £150
Standard delivery only. Usually 7-14 working days. Allow up to 21 working days for delivery.
Customs duties and local sales taxes are the sole responsibility of the customer.
DELAYED / LOST ORDERS:
Our delivery service considers a parcel lost after it has been in the postal system for a period of 7 working days for UK orders, 14 working days for orders to Europe and 21 working days for International orders. Though it is highly unlikely deliveries to take this
amount of time, we are unable to provide a refund until this period of time has elapsed. Papillon Earth is not responsible for any direct or indirect loss or damage incurred by a customer due to delayed or lack of delivery of goods regardless of the method of delivery.
​
PROCESSING
We usually start processing orders as soon as they are received. We dispatch orders Monday through Friday. Orders are usually dispatched within 24 to 48 hours though it may take longer in certain circumstances. Orders received on a non-working day will be dispatched the next working day. Note: Delivery to rural addresses may take an additional day or two. Once an order has been placed, our immediate processing means we are not able to stop it being dispatched, even if you have not received your Dispatch Confirmation or you email us to cancel your order immediately after placing it. We will be happy to assist you return your order
once you have received it.
- Out of Stock Products
In the event that a product that you have ordered is out of stock, we will contact you immediately to discuss available options.
- Multiple Orders
If you place multiple orders within a short period of time (generally 24-48 hours), your orders may be consolidated and delivered as a single order. If your order is made up of multiple items, some items may be dispatched separately. If this does happen, we will send you a confirmation e-mail to advise there is more than one parcel.
- Limited Availability
If due to limited product availability, we restrict or cancel quantities purchased per person, per address or per order, we will inform you as soon as possible and we will provide a full refund for the items cancelled.
​
WRONG ADDRESS / CORRECTIONS
We are not able to make address changes or corrections to orders once placed. If the delivery address provided by you at checkout is incorrect or incomplete, we are not responsible for the lost of your order. In the case your address is incorrect or incomplete, your order may be returned to us or the courier may apply a charge to your delivery cost which we will add to your
order. Note that we will do this independently of our free delivery offer. If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery cost to re-deliver your order to a corrected address. If you would like any additional information about deliveries to the UK or internationally, please, contact our customer service team via our Contact Us form.
​
R E T U R N S
Papillon Earth will offer you a refund on unopened items returned to us within 14 days of receipt provided they are in their original re-saleable condition. Simply return the item/s to Papillon Earth in their original condition within 14 days of receipt following the steps below. We will issue a refund (excluding delivery fees) within 14 working days of receipt. Your statutory rights are not affected.
To return any items to Papillon Earth, please, follow these steps:
1 - Request a Return Merchandise Authorisation (RMA). Contact our customer service team to obtain your Request Merchandise Authorisation (RMA). When requesting your RMA, provide your order reference number and which items you wish to return. Returns cannot be processed without a RMA. To request your RMA, please, contact our customer service team via email hello@papillonearth.com
2 - Return items. Send the items you wish to return to Papillon Earth following the instructions you would have received from us, including your unique RMA. Wrap items securely in the same or similar packaging in which you received them. The item is your responsibility until it reaches us. We recommend you return your package by Recorded Delivery or using a delivery service that insures you for the value of the goods as Papillon Earth is not liable for lost returned parcels. We are not liable for the cost of returning any goods. The address for returns is:
​
8 Mardleybury Court
Woolmer Green
Knebworth
SG3 6LP
Herts, United Kingdom
​
3 - Inspection and Refund. All returned goods will be examined upon receipt. For reasons of hygiene we are unable to offer refunds or replacements on any opened or used goods unless they are faulty. We will process your return as quickly as possible and will notify you by email once your refund has been processed. Your refund will be made by the original or agreed payment method, no later than 14 working days after we have received the goods.
Eastern Soul products are pre loved and or hand made one off pieces takes great pride in the level of quality and authenticity that our pieces have. If you feel dissatisfied with the product that you have purchased within 7 days we can assist an exchange. We attempt to accurately display all our product colours and details to the best of our ability. Items returned within 7 working days of purchase will be given the opportunity to exchange within 7 days of returning their item. Unless Eastern Soul item is faulty or incorrect the customer will pay for return to and from postage. Original postage chargers are not refundable. Please send your items using traceable methods to ensure safe delivery. If item does not reach us safely within 7 days we will not be able to give exchange.
Eastern Soul items must be returned in the original condition it was sent including gift pouches or bag with invoice. Before returning an email must be sent to hello@papillonearth.com to download an exchange form, which also must be sent with the item. We do not exchange on change of mind we will to the best our ability try to find the product that suits you. Unless Eastern Soul believes that an item is faulty we will not refund.
N O N - R E T U R N A B L E I T E M S
Sales items or Samples cannot be returned. For reasons of hygiene, certain items such as unsealed mascaras, eyeliners, lip glosses, deodorants, etc are non-returnable unless they remain sealed or are faulty. Non returnable items are marked with an asterisk (*) on their names. Please note that delivery charges or gift wrapping services are not refunded. If your order value after returning your items no longer qualifies for free shipping, delivery charges will be deducted from your refund. If you used a discount voucher and your order no longer qualifies, the voucher value will be deducted from your refund. If you received a free gift and your order no longer qualifies, the free gift must be returned or its value will be deducted from your refund.
Papillon Earth reserves the right to monitor customer cancellations or returns, and charge administration fees, payment processing fees and refuse returns if a customer is repeatedly found to be buying and returning goods. Each return is assessed on an individual basis taking the customer history into consideration.
WITHOUT EXCEPTION WE WILL NOT ACCEPT RETURNS ON OPENED OR USED ITEMS.
DAMAGED, MISSING OR WRONG ITEMS
We recommend that you inspect your entire order upon delivery. If an item arrives damaged or in error, please our customer service team as soon as possible via email hello@papillonearth.com, with your order number and a photograph to show the damaged or wrong product. We will then advise on how to proceed.
If an item is missing from your order, please inspect the parcel for any damage or signs that is has been tampered with. If there are any signs of damage to the parcel, please contact our customer service team as soon as possible, with your order number and a photograph. We will then advise on how to proceed.
Damages, defects, missing items or any errors not reported within 7 working days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered to you free of charge and we will ask you to return the damaged or wrong item in its original packaging. Your statutory rights are not affected.
C A N C E L L A T I O N S
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for a full refund within 7 working days from the date of receipt of the goods if you send your notice of cancellation in writing and return the goods to Papillon Earth in their original, unopened and unused condition. This does not apply to Special Offers or items that are listed as non-returnable for reasons of hygiene. Please note that credit card charges are not refunded.
To cancel your order, please, inform us by letter to:
Notice of Cancellation, Customer Care, Papillon Earth,
8 Mardleybury Court,
Woolmer Green,
Knebworth,
SG3 6LP, Herts, United Kingdom.
​
or contact our customer service team via email hello@papillonearth.com, quoting your full name and order number. You can cancel your order online at any point up to the completion of the secure payment section at the checkout. Beyond this point, we can NOT guarantee we will be able to stop your order being dispatched even if you email immediately after placing your order. If your order has already been processed when we receive your Notice of Cancellation, you will need to return your order following our Papillon Earth Returns process. Your statutory rights are not affected.