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How do I know my payment information is safe?

Your personal security is very important to us. Our website is secured by Verisign and is just as safe as shopping on the high street.

How can I pay?

We accept the following major credit and debit cards: Visa, Visa Electron, MasterCard, Maestro. Payment may also be made via Paypal.

Why will my card payment not go through?

It’s always frustrating when your order won’t go through. Please double check all information entered is entirely correct and that your BILLING address matches the one that your payment card is registered to. If after double checking you are still experiencing problems try another payment method (e.g. paypal), contact us or call your bank.

How do I know you've received my order?

An order confirmation will be sent to the email address that you used at the checkout. Plus, you'll get updates any time the status of your order changes. A tracking number will be provided as soon as possible.

Can I change my order?

It depends on the status of your order. If you're quick enough and the order is still being picked then you need to get in touch with us as soon as possible. Unfortunately once the payment has been processed it is impossible to amend your order.

UK Delivery Rates

Standard UK Delivery Rates

  • Standard UK Delivery Over £50: Free
  • Standard UK Delivery Under £20: £1.95
  • Standard UK Delivery (Above £20 and below £50): £4.95
  • UK Premium Delivery

    1-2 products: £6.95
    3-6 products: £15.00
    7-10 products: £22.00

International Delivery Rates

Your shipping costs will be calculated at the check-out point in your local currency allowing you to enjoy our preferential shipping rates.

Will I be charged customs and import duties?

We have now integrated with Global E who will be handling all of our orders outside of mainland UK.

Global E allows us to automatically deduct VAT where applicable and gives you the option to pre-pay any import taxes your country may apply in most territories.

The prices shown for non-EU customers will now already be exclusive of sales taxes.

For certain shipping destination countries and/or products, you may be offered the option to pre-pay applicable taxes, which will then be calculated and included in the final price when you place an order through the Website. You acknowledge that such taxes are set by the shipping destination country and therefore may vary from country to country.

For clarity, the option to pre-pay taxes may not be available for your shipping destination country and/or your products, in which case: (a) you acknowledge that the amount of taxes displayed under the pre-pay option on the Website is an estimate only, and the actual taxes payable by you may be more or less than such estimate; and (b) you will be fully responsible for paying all applicable taxes directly to the relevant authority (and for reclaiming them in the event of a cancellation of your order or the return of products, to the extent permitted in the these Terms) as determined by the authorities of the shipping destination country, and Global Eshall have no responsibility or liability in connection with the foregoing.

Global E may contract with a local licensed customs broker in your country, in which case, by placing an order through the Website, you authorise the applicable customs broker to act as your agent to: (a) conduct transactions with the local customs authority, (b) execute related documents on your behalf in connection with the import of products in your order, (c) facilitate your payment of applicable taxes.

When can I expect my items?

UK Delivery Options.
  • All Standard UK deliveries will be made within 2-4 working days of the order being placed (excluding weekends and bank holidays). Please allow 4 working days from the date of dispatch for your order to reach you before contacting us.
  • Premium delivery (ordered before 1pm) is delivered the next working day this service only available in the UK.

  • Example Timescale for premium delivery:
  • Orders placed before 1pm on Monday would be delivered on Tuesday.
  • Orders placed after 1pm on Monday would be delivered on Wednesday.
  • Any premium orders placed after 1pm on Thursday would be delivered the following Monday.

How do I return my item(s)?

  • Step 1. Complete the returns form that came with your order and tick refund or exchange next to the item you wish to return.

    Refunds
    Please tick the reason for your return using return codes provided.

    Exchanges
    Please tell us the product name, colour and 9-digit code found below the price of the item you wish to exchange to.

  • Step 2. Enclose this form inside your parcel.
  • Step 3. Attach the pre–printed returns label attached to your return form onto the front of your parcel.
  • Step 4. Please take your parcel to your local Post Office, we recommend that you obtain a receipt from the post office as proof of postage.

Please note we can only offer exchanges to the same value as the returned item.

Things to remember:

  • Please ensure all items are returned in a pristine unused condition in the original packaging.
  • If a discount was applied to your original order the amount refunded will be adjusted accordingly.
  • We strongly advise that keep a copy of your tracking number or proof of postage.
  • We allow up to 28 days for a full refund or exchange.
  • After 28 days and up to 6months we offer an exchange as long as the item is in a pristine unused condition in it’s original packaging
  • You will receive a email confirmation when your goods are received back advising of the refund/exchange.
  • If you have received an incorrect item or if there is an item missing from your order please contact our customer services team on ukservice@paulsboutique.com at your earliest convenience, who will advise of how to return the incorrect item and have the correct or missing item dispatched.
  • If you have purchased your goods from a third party or store please contact the store/website you purchased from directly. Unfortunately we cannot accept any goods back that haven’t been purchased via our website.

Where do I send the items I wish to return?

Please post your items you wish to return to the following address:

Paul's Boutique
c/o Wincanton
Paul's Boutique - Door 6
Rockware Avenue
Greenford
Middlesex
UB6 0AA

We will process your refund as soon as we possibly can; please allow at least 2 working days after we receive your returned Item(s). You will receive an email confirming the refund and the original order value with the refunded amount. After you receive the refund confirmation email, please allow for at least 10 working days for the money to be returned to your account.

International Returns

Complete the returns form that came with your order and tick refund next to the item you wish to return.

To return items please visit our returns portal or contact customer services at globalservice@paulsboutique.com.

You will then be able to return all or part of your order at your own cost through your preferred carrier. To create a returns label, simply click here and follow the instructions. Please note, the returns label and returns note is valid for one parcel only.

Please note:

  • We do not offer free international returns.
  • Refunds on international returns will include only the amount paid for the products Shipping costs cannot be refunded.
  • Refunds will be processed up to 5 business days from receipt of the goods in our hub.
  • For any questions or queries please contact us at globalservice@paulsboutique.com

Damaged/Faulty Goods:

If your item is in a faulty/damaged condition please contact our customer service team on ukservice@paulsboutique.com if you are a UK customer with your order number and pictures of the damaged item.If you are an International customer please email globalservice@paulsboutique.com. Our team will then assess the damage and advise of the next course of action.

Contact Us

If you need to get in touch please fill out the form below. Or email us on UKService@paulsboutique.com

If you would rather speak to a member of our UK Customer Service Team please call us on
020 8845 2293.
Please be aware our customer service opening hrs are 10.00am – 4.00pm UK time Monday – Friday (excluding bank holidays). If you have a query out with these hours please use the below contact form.

If you are an international customer please contact our global customer services on Globalservice@paulsboutique.com

For blogger and collaboration enquiries, please email marketing@paulsboutique.com

For head office queries, please call 0208 845 8826