F A Q s
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Payment
What payment methods do you accept?
What currency do you use?
All our prices are shown in Pound Sterling. When you pay with a card issued by a country not
using Pound Sterling, your total will automatically be converted to your local currency by our
payments processing bank at the currency exchange on the day of your order.
Orders
Can I amend my order once placed?
Once your order has been placed, we usually start processing it immediately so it's not currently
possible for us to change it or cancel it prior to dispatch. Please, enter your details carefully at
checkout to ensure all details are correct. If you wish to cancel your order, we will be happy to
assist you return your order once you have received it.
Do you sell gift vouchers or gift wrapping service?
We offer gift vouchers for any denomination of £10 or over from our Gift section. We also offer a
gift wrapping service available during checkout. Simply select the option to add Gift Wrapping
and you will be able to enter your personalised message (up to 250 characters). Your recipient
will receive your message in a hand-written card attached to your gift order. Please, note that if
Gift Wrapping service is selected, the printed invoice will only specify the products purchased
and will not contain prices or a total
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Can I add a message to my gift order?
This service is available during checkout. Simply select the option to add Gift Wrapping at
checkout and you will be able to enter your personalised message (up to 250 characters). Your
recipient will receive your message in a hand-written card attached to your gift order. Please,
note that if Gift Wrapping service is selected, the printed invoice will only specify the products
purchased and will not contain prices or a total.
I forgot to use my Voucher or it did not work.
Unfortunately we are unable to amend your order if a discount or gift voucher code was not
originally applied at checkout. Only one Voucher Code is permitted per order and it must be
entered correctly in the Voucher Code box provided at the checkout page. When a Voucher
Code requires a minimum spend, the minimum spend excludes delivery fees, taxes, samples,
testers and trial size products. If you are experiencing problems when trying to use a voucher
code contact us before placing your order as we cannot apply a voucher code after an order has
been placed.
Where is my order?
When your order is dispatched you should receive a confirmation email of dispatch. However, if
you do not receive an email, it may have gone into the spam folder or may have been rejected by
your security systems if our email was not added to your contacts. You can contact our customer
service team to request the dispatch email to be re-sent or enquire about your order updates.
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Delivery
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What are your delivery charges?
Please see our Delivery section for full details of the Papillon Earth delivery options and rates.
Where do you deliver to?
We deliver to the UK, Europe and internationally. For a full list of countries
please visit our Delivery section. If you want to enquire about a specific location, please reach
out to our Customer Service team hello@papillonearth.com
Do I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country.
Additional charges for customs clearance must be borne by the recipient. We have no control
over these charges and cannot predict what they may be. Customs policies vary widely from
country to country; you may want to contact your local customs office for further information.
Will I have to sign for my delivery?
Depending on the delivery location and the service used, you may be asked to sign for your
order. If you are not present, the courier may attempt the delivery at the next working day. If
that's still not possible, you will be contacted and asked to arrange a re-delivery.
Can someone else sign for my delivery?
Yes, our couriers require that someone at the delivery address signs for the order. It doesn't
necessarily have to be the customer addressee.
Can you leave the delivery at an agreed hiding place?
Yes, following your instructions, the courier can deliver your order at a safe place if the order
doesn't have to be signed for.
Returns & Exchanges
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Can I return the goods I have received?
Papillon Earth will your offer a refund on unopened items returned to us within 14 days of
receipt provided they are in their original resalable condition. For full return policy please go to
shipping & returns HERE
What if I want to cancel my order?
Under the distance selling regulations you have the right to cancel your order within 7 working
days from the date of receipt of the goods if you send us a notice of cancellation in writing and
return the goods to us in their original, unopened and unused condition. For further details of how
to cancel your order or return merchandise please see our Returns section.
How do I return my goods?
The procedure for returning goods to us is straightforward and is clearly explained in our returns
policy. Please see our Returns section and our terms and conditions for full details.
Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning
the item to us is your responsibility. If the item you received is not what you originally ordered or
an item is missing, please, contact us and we will then advise on how to return or received the
correct item/s free of charge.
There is a damaged/wrong/missing item in my order.
If an item you ordered is damaged, incorrect or missing, please contact customer service team
immediately. Quote your order number, your name and order number, details of the problem and
whether you require a refund or a replacement. We will then advise on how to proceed.
Damages, defects, missing items or any errors not reported within 7 days of receipt will not be
accepted for return. We will make arrangements for a replacement to be delivered free of charge.
You will be asked to send back the damaged or wrong item in its original packaging, so please
retain the goods.
Can I exchange an item?
Currently we do not offer product exchanges. Should you wish to return an item, contact us to
request your Returns Merchandise Authorization (RMA) number and follow our Returns
procedure. A separate order should be placed for the product you wish to purchase.
How long will it take to receive my refund?
Your payment for the goods will be refunded by Papillon Earth as soon as possible by the
original or agreed payment method, no later than 14 working days after we have received the
goods.
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I have been refunded the wrong amount.
If you think you have been refunded the wrong amount please contact us quoting your order
number and the required refund amount. Delivery charges are non refundable so you will be
refunded the full value of the items returned less the delivery charge. If a discount or gift voucher
was applied to your original order, and the refund of a returned item means that the original
discount or gift voucher would no longer apply, the amount refunded will be adjusted to reflect
this.
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Skin Sensitivities
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How do I carry out a patch test?
The inside skin of the wrist is the most effective area on which to carry out a patch test. You can
also test on the skin behind your ear if you suspect only your face is sensitive. Simply apply the
product to that area and if any irritation occurs, often showing as a rash, a burning, prickly or
tingling sensation, redness or any other temporary discolouration of the skin, remove the product
immediately with warm water and a damp cloth.
What if I have an allergic reaction to a product?
If you have carried out a patch test, as explained in how do I carry out a patch test, and have
experienced an allergic reaction, please do not use the product under any circumstances and
consult your physician immediately.
Can I use Papillon Earth products if I am pregnant?
Some of our products contain essential oils which would not be suitable during pregnancy or
whilst breast feeding. We recommend you consult your physician for specific advice.
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How can I contact you?
Please contact hello@papillonearth.com for all enquiries. We aim to reply to emails within 24
hours (working days) however this may take longer during busy periods.