SHIPPING & RETURNS
Shipping & delivery
Shipping costs are not included in the item price, they are to be paid by the customer.
We aim to dispatch all orders within 48 hours, using a reputable shipping company for international delivery (DHL) and for national shipping: Cargus. Delivery can be influenced by external factors that are not related to Paul&JO. The transit time after dispatch may vary depending on your location. In case your delivery is delayed for any reason within our control, we will do our best to keep you informed of the estimated delivery date.
Shipping costs will be indicated for your location during the purchasing process.
We process and send orders during our main service hours, Monday to Friday, from 9:00 am EET till 4:30 pm EET (with the exception of Romanian public holidays). Kindly note that orders which are placed on Saturday and Sunday will be processed on Monday.
Track your order
After your order is shipped, you will receive an email with your tracking details. You can check the status of your order one to two hours after receiving the email using the tracking number provided. Product delivery is usually made from Monday to Friday. Deliveries are not made on Saturday and Sunday, so any orders placed during the weekend will be processed on the following working days.
Shipping costs for orders below 300 lei with Cargus (next day delivery) are 26 lei.
Shipping costs for orders over 300 lei with TNT (next day delivery) are free of charge.
Shipping costs for orders below 200€ with DHL – Express Delivery are 15€.
Shipping costs for orders over 200€ with DHL – Express Delivery are free of charge.
Shipping costs for orders below 200€ with DHL – Express Delivery are 30€.
Shipping costs for orders over 200€ with DHL – Express Delivery are free of charge
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RETURN & EXCHANGE POLICY
If you are not completely satisfied with your order, you can return or exchange the products within 14 days of receipt. If the products comply with our return policy, the customer is eligible for a refund or an exchange. Please notify us of your intent to return an item as soon as possible at <email address>.
Return & Exchange conditions:
Items must be returned in their original condition, not worn, washed or damaged, with all original tags attached.
All returns must be sent back in their original package.
Return shipments must be made using the same service as for the original delivery (DHL/Cargus)
The customer is responsible for the return shipping costs.
Customized items can only be returned if the item has production faults for which we are responsible, otherwise it cannot be returned.
Based on the stock availability you may exchange an item for a different one. If that item is not available anymore, you may return it for a store credit.
If the customer wants to wait to exchange an item with another from a future collection, the amount already paid can remain in the customer’s account until such item is available for purchase.
A product can be exchanged with any other product, if the price of the new purchase exceeds the amount of the previous one, the customer will pay the difference. If the price of the new purchase is lower, Paul&JO will refund the difference to the customer.
Please notify us of your intent to exchange an item as soon as possible at firstname.lastname@example.org.