Returns
We have a 14-day return policy, which means you have 14 calendar days after receiving your order (or its last parcel, if it arrives in several) to tell us you want to return it, without giving any reason. As long as you send us your message before the 14 days are up, you’re on time.
Please send your item back with everything it came with. You can handle it as you would in a shop; if it has been used beyond that (worn, washed or damaged), we may deduct the loss in value from your refund. Please include your order number so we can find your purchase quickly.
To start a return, contact us at help@paulagrenouille.com. Once you’ve told us, we’ll send you instructions on how and where to send your package. Please send it back within 14 days of telling us; it’s enough to post it before then. If you send an item back without writing to us first, please include a note saying you’re returning it, with your name and order number. You pay the direct cost of sending the item back to us.
If your country of residence is not Spain, shipping times for returning goods may take longer than expected.
For any questions about returns, contact us at help@paulagrenouille.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This allows us to evaluate the issue and resolve it promptly. All our products come with the legal guarantee of conformity: if something turns out to be faulty within three years of delivery, we’ll repair or replace it, as you prefer, or refund you if that isn’t possible.
Non-Returnable Products
You can’t withdraw from the purchase of the following items (this doesn’t affect your legal guarantee if an item is faulty):
- Limited and/or signed posters
- Original artworks
- Products altered or customized by the customer
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once you’ve told us you’re returning it, you can place a separate order for the new item.
Cooling-Off Period
Wherever your order is shipped, you have the right to cancel or return your order within 14 days of receiving it (or its last parcel), for any reason and without justification. Please note:
- You can handle the item as you would in a shop; if it has been used beyond that, we may deduct the loss in value from your refund.
- Please include your order number.
To cancel or return, tell us by email at help@paulagrenouille.com. You can use the model withdrawal form at the end of this page, but you don’t have to.
Refunds
We’ll refund you within 14 days of the day you tell us you’re returning your order. We may wait until we receive the item, or until you send us proof that you’ve shipped it, whichever comes first. The refund goes to your original payment method, at no cost to you, and includes the standard shipping you paid.
Please note that it may take additional time for your bank or credit card company to process and post the refund.
If you haven’t received your refund 14 days after telling us you were returning your order, contact us at help@paulagrenouille.com.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
— To Paula Grenouille, help@paulagrenouille.com:
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
— Ordered on (*)/received on (*),
— Name of consumer(s),
— Address of consumer(s),
— Signature of consumer(s) (only if this form is notified on paper),
— Date
(*) Delete as appropriate.