FAQ Domande Frequenti

1. I need to receive my order immediately, can I request an Express delivery?

Papee Home also offers an Express delivery service. The package will be delivered via express courier within 48 hours but there are some limitations based on the delivery postcodes. The additional cost for Express shipping is 10% of the value of your cart. The same-day shipping service is also active on our portal which provides for the delivery of the goods to the express courier on the same day as the order if the order is placed by 12:00
When you complete your order, we will tell you the estimated delivery date and when the package has been shipped from our warehouses, you will receive a confirmation email. Here you will find a link that will be activated within a maximum of 3 working days.
After completing your order it will remain in processing for approximately two working days. When your package is shipped, you will receive a confirmation email and you can click "Track your order" to view the shipping details. Don't worry if the tracking link is deactivated or incorrect, it will be activated within three working days and you will be able to view the delivery date. We remind you that couriers do not deliver by appointment.
First of all, when ordering, it is important to indicate an address where someone is usually available. In the event that the recipient is absent, the express courier leaves a telephone number notice in order to arrange for the return of the package. If the package is not delivered within 7 days, the shipment is returned to the sender and the customer is refunded for the order with any management and/or storage costs charged.
The conformity of the products purchased is always guaranteed and, before shipping, a careful check of the object and its functionality is carried out. If upon delivery of the goods the package is damaged and/or tampered with, it must be collected by applying the RESERVE wording to the receipt ("I accept with the right to reserve inspection"). It will thus be possible, once any damage has been discovered, to replace the product or request a partial/total refund of the order. If, however, the package is delivered completely/visibly damaged, please refuse the delivery by asking you to add the words "Goods rejected due to package damage" on the receipt. In the event that the goods do not conform to the photo, product page, title, description etc., defective, not working, we recommend contacting customer support via our official channels to start the process of returning the goods. order.
In online purchases and in all other contracts concluded remotely, the consumer has a right of withdrawal. The consumer can request the cancellation of his order if it has not yet been processed/shipped/entrusted to the courier or the withdrawal of the order within a maximum of 14 working days from delivery of the goods. If the consumer has not been informed by the seller about the possibility of exercising this right, the deadline is extended to 3 months from delivery of the goods. Within 14 days (or 3 months for the previous case), the consumer can withdraw from the purchase contract without paying penalties. The withdrawal must be communicated to the seller via our official channels where the real reason for the withdrawal request must be specified. The request to withdraw from the order does not automatically entail a valid right of withdrawal unless this possibility has been expressly provided for by the parties to the sales contract. The costs for returning the goods are borne by the seller in the following cases: - Damage to goods by the courier - Damage to goods by the seller - Product different from photo, title, description, product page etc. - Product malfunction For all other cases (purchase error, size error, model error, no longer necessary, ordered by mistake, incompatible, inadequate, non-functional, disliked etc.) the cost of redelivery is borne by the customer who, based on his needs, you can still request the collection service offered by the seller who will communicate the estimated cost deducted from the net refund on the order. The right of withdrawal is excluded by law in the following cases: - Products specially created for the consumer - Perishable goods or those that spoil quickly - Sealed audio-video or software products that have been opened by the consumer - Services which, before the deadline for exercising the right of withdrawal, have already been used by the customer.
In the case of a purchase with invoicing request, it is important to check that the billing address and VAT number are correct before issuing the order. To avoid unpleasant misunderstandings, we invite you to check your tax details before issuing the order.
Did you pay by credit card? In this case the refund will be made to the same card or to the associated current account. It may happen that the refund date in your account statement coincides with the purchase date. Did you pay with Paypal? You will receive the amount relating to the returned items on the same Paypal account. Have you made an advance payment by bank transfer? The refund will be made to the same current account.
If you have made a return, the refund will be made within 14 days from the date of delivery of the package to the courier. When we receive your return in stock we will send you a confirmation email. If you have paid the costs for Express shipping, and decide to return the order in full, these will be refunded to you.
If after completing the return procedure in your account you decide to keep the goods you can do so and this does not involve any additional costs. If you have chosen the home collection method, it is not possible for us to change the collection appointment. When the courier comes to your home you can tell him that you have decided to keep your order.
It is possible to change delivery from Standard to Express only if the order has not yet been processed. You must contact us promptly via the Contact section of our website "www.papee.it" or via Whatsapp at +39 3279504970 or by sending an email to "supporto@papee.it" to proceed with the exchange and pay the difference for the Express service.
Click on "Cancel order" to cancel the entire order, or by contacting us promptly via the Contact section of our website "www.papee.it" or via Whatsapp at +39 3279504970 or by sending an email to "supporto@papee .it". These options are only active for a limited period before the order is prepared. Even if you see the wording "order in preparation" this does not mean that cancellation is still possible.
Confirmation of cancellation is sent by email within the following 24 hours.
It may happen that when you pay for your order by credit card and cancel it, the amount remains blocked in your account. In this case it is not an actual charge but a pre-authorization prepared by your bank at the time of the order. This block can last up to a maximum of 30 days, times over which Papee Home has no influence.
It is possible to pay for orders by credit card, Postepay, Paypal, bank transfer, Shop Pay, Google Pay, Apple Pay and finally Afterpay.
Unfortunately, Cash on Delivery is not currently accepted as a payment method.
You can use your Mastercard, Visa, American Express, Maestro credit card and all the main credit and prepaid cards of these circuits. Your card will be charged only when the order is shipped.
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