FAQ
Can I make changes to my order?
Once your order has been placed or you have received an order confirmation, we unfortunately cannot make any more changes. In this case, please contact us directly by email at hello@paupau-theshop.com - if the package has not yet been packed, we will try to cancel the order. You can then place a new order with the desired changes.
Can I track my order?
Of course! As soon as your order has been packed, you will receive an email with the information including the tracking number. Delivery times vary depending on your location.
Can I pick up my order?
Yes! We have a store in Innsbruck, at Höttinger Gasse 16. When checking out in the online shop, you can select the "Pick-up" option (free of charge). You will receive an email as soon as your products have been prepared, then you can simply come by during opening hours. Please note: some items can only be ordered for pick-up (such as dog beds).
How do I return an item?
If you don't like your order or something doesn't fit, you can return it to us within 14 days.
Please note: to be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To initiate a return, you can request a cancellation HERE.
The shipping costs associated with the return (return shipping costs) are borne by the customer. If you return all items in your order, we will refund the entire amount paid, including the original shipping costs. However, return shipping costs will not be refunded.
Please note that returns must be sent to the following address: paupau - the shop, Höttinger Gasse 16/2, 6020 Innsbruck, Austria.
Was an article delivered incorrectly or damaged in transit?
Should we have made a mistake during processing or an item have been damaged during transport, we are terribly sorry! In that case, please contact us immediately after receiving the package at hello@paupau-theshop.com with a description of what happened and, if possible, with photos, so that we can investigate the matter. We will then be happy to help you!
Further questions / contact options?
Couldn't find the right question or answer in our FAQs? Feel free to send us an email to hello@paupau-theshop.com or send us a message using the contact form.
We will get back to you as soon as possible. We are available Tuesday - Friday from 10:00 - 18:00 and Saturday from 10:00 - 14:00.
