Shipping policy
We currently ship to the following countries:
Austria, Germany
Shipping location:
All orders are shipped from Austria.
Shipping Costs & Delivery Time:
| Country |
Costs |
Delivery Time (estimated) |
| Austria | ||
| Germany |
EUR 10,00 incl. VAT |
5-8 business days |
Delivery times are approximate and may vary depending on the destination and local postal services. As shipping service provider we use GLS.
Returns
You have the right to cancel your order within 14 days of receiving the goods. To initiate a return, you can request a cancellation HERE.
The buyer is responsible for the return postage. If you return all items in your order, we will refund the full amount paid, including the original delivery charges. However, return postage will not be refunded.
Returns are only accepted if the merchandise is:
- unused
- clean
- complete
- in its original packaging (if available)
when returned to us.
Items that show signs of use, stains (e.g., dog hair), or damage may be excluded from a refund or may only be partially refunded.
Refunds will be issued to the original payment method after the merchandise has been inspected.
Important Information Regarding Returns
Please be sure to include the following information with every return:
- Order number
- Name
- Reason for return
- Indicate whether it is a cancellation or complaint
Without this information, we will be unable to process your return.
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.