Refund policy
We offer a 14-day returns policy. This means that you have 14 days from receipt of your (last) item to request a return.
To be eligible for a return, the item must be in the same condition as when you received it: unworn, unused, with all labels attached and in its original packaging. You will also need your receipt or other proof of purchase.
To initiate a return, you can request a withdrawal HERE.
The customer is responsible for the postage costs associated with the return. If you return all items in your order, we will refund the full amount paid, including the original postage costs. However, return postage 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.
If you have any questions about returns, please contact us at hello@paupau-theshop.com. We are available Tuesday to Friday from 10:00 to 18:00 and Saturday from 10:00 to 14:00, and we will get back to you as soon as possible.
Damage and problems
Please check your order upon receipt and contact us immediately if the item is faulty or damaged, or if you have received the wrong item, so that we can assess and resolve the issue.
Exceptions / Items not eligible for return
Certain items cannot be returned, such as vouchers or made-to-order items (e.g. personalised items). Please get in touch with us if you have any questions or concerns about a specific item.
Exchanges
Unfortunately, we are unable to offer direct exchanges. We would ask you to place a new order for the item you require (if available) and return the other item to us. However, in the event of a fault, if you have received the wrong item, etc., please contact us first so that we can assist you.
European Union – 14-day cancellation period
Notwithstanding the above, you have the right to cancel or return your order within 14 days without giving any reason, provided the goods are being dispatched to the European Union. As described above, the item must be in the same condition as when you received it: unworn, unused, with all labels attached and in its original packaging. You will also need the receipt or other proof of purchase.
Refunds
We will notify you as soon as we have received and checked your return, and let you know whether or not the refund has been approved. If approved, you will receive an automatic refund to your original payment method within 10 working days. Please bear in mind that it may take some time for your bank or credit card company to process and credit the refund.
If more than 15 working days have passed since we approved your return, please contact us at hello@paupau-theshop.com.