You can cancel your order within 2 hours. Please cancel your order by clicking 'cancel' on your order confirmation email. Alternatively, please let us know within 2 hours of placing your order.

Once your order has been sent out, your order cannot be changed or cancelled; please double check before placing your order.

If you missed the deadline but your order has not been shipped yet, please contact us through our Help Center Contact Form to ensure your query is prioritised and handled and received by the correct department!

IMPORTANT: Please do not reply to one of our automated emails you have previously received. You will not get a response.

You can change your order within 2 hours of placing your order. Please cancel your order by clicking 'cancel' on your order confirmation email and order again.
Alternatively,let us know about your order change within2 hoursof placing your order.

However, this will not guarantee the changes in your order as our warehouse staff can often process and ship parcels as quickly as 3 hours. If your order has not shipped yet then we will process the change and you will get an email update.

If you cannot cancel the order anymore but your order has not shipped yet, please contact us through the help center.

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If for whatever reason you have accidentally entered the wrong shipping address, please cancel your order by going on your confirmation email and clicking 'cancel' and order again.

Alternatively, please contact us immediately to change your details. If your item has already been shipped we cannot change or re-route your product and you will not be eligible for a refund. It is the responsibility of the customer to ensure all details are correct before purchase. We take no responsibility for orders placed at the wrong address. 

How can I contact you?

Please tell us as soon as possible within2 hours. Please do so through our Help Center Contact Form to ensure your query is handled and received by the correct department! Our team will prioritise your ticket. Please do not email us again or your ticket will be pushed back. Instead, please DM us if you do not get a reply in 10 hours.

Via email: In order to help us prioritise your ticket, please make the email subject line: URGENT ORDER CHANGE [#INSERT ORDER YOUR NUMBER]  

Our team will prioritise your ticket. Please do not email us again or your ticket will be pushed back. Instead, please DM us if you do not get a reply in 10 hours.

You cannot change your address or any order details once it’s shipped.

IMPORTANT: Please do not reply to one of our automated emails you have previously received. You will not get a response.

You might have accidentally entered a typo in your email or used an invalid email. Please email us your Full name, Post code and another email so we can find your order and re-send you your confirmation.

How can I contact you?

If you wish to get in contact with us, please do so through our Help Center Contact Form to ensure your query is handled and received by the correct department!

If your tracking link is not working, you might need to wait 2-3 days for an update. If 3 days have passed and there is no tracking update then the system may have accidentally populated the wrong courier. Please check your local couriers here by checking your country.

Tip: Please take a look at your tracking number to check the format in the tracking examples to help you determine your courier. Please also check your country’s public local courier website as sometimes it gets passed to them.

If you see this ‘This number can’t be found at the moment. It’s not available in the carrier’s system yet. Please check back later.’ Then it means it is the wrong courier detected. Please try another courier from this Tracking order

How can I contact you?

If you are anxious and you want to see examples of what a typical tracking will look like for your country, please do so through our Help Center Contact Form to ensure your query is handled and received by the correct department!

IMPORTANT: Please do not reply to one of our automated emails you have previously received. You will not get a response.

If your item has just been dispatched please wait 2-3 working days for an update.

Please note that when your item is on air (in transit), your tracking might not update for 1-2 weeks depending on what country you are located in. You will see your next tracking update when the parcel lands in your country. Once it has landed in your country, it depends on how strict your local customs are.

For some countries it will only take 2-5 days to deliver once it’s landed, however for some other countries it will take over 2 weeks to deliver once it’s landed. Please check if your parcel is still within the shipping timeline

• Day 1-2 Acceptance/In Origin
• Day 2-3 Departure from outward office of exchange/Exporting
• Day 2-4 Pending Custom clearance/Exporting
  After exporting/departure, the shipping status will not be updated until the parcel arrives in the next location or in your local country. You will find the next update in 1-2 weeks (for most Europe and Asian countries) or 3-4 weeks for other countries such as (Norway, South Africa, India). 
• Day 4-10 Arrival at inward office of exchange/In Destination
• Day 10-15 Pending Custom clearance/Importing
• Day 15-30 Domestic transport and last-mile delivery

If after 40 days your parcel has not delivered successfully, the parcel may be returned back to the sender or the parcel is considered missing at this point. Please contact us to resend your parcel.

When your parcel arrives in your country, please contact your local courier for more information.

Please contact us for a replacement for the missing item.

Please let us know your order number, the missing item, and please also attach photographic evidence of the packaging so that we can determine if contents have been stolen by a 3rd party or if we had missed an item from your order. We will also check the weight of the parcel against the weight of the items. We will usually replace your item unless we find that it is our mistake then you have the option to be refunded the item instead.

If your item is damaged upon arrival, please contact us immediately to get a replacement. Please try to contact us within 2 days of receiving the parcel.

We will sort out any issues regarding damaged / faulty right away. As soon as you find the product is damaged, please contact us with your order number, the faulty item, photo evidence.

If you are contacting about a damaged item within the 30 day time frame or after30 days please see the Replacement/Repair Policy article.

Your order will be dispatched in 1-3 working days, not including the weekends and bank holidays. We will update your tracking once it has been shipped. Please note that this may go up to 5 days during peak periods.

If your order has not been dispatched within 4-5 working days, please contact us immediately as we may need more information from you but weren't able to reach you.

How can I contact you?If you wish to get in contact with us regarding an unfulfilled order, please do so through our Help Center Contact Form to ensure your query is handled and received by the correct department!

IMPORTANT: Please do not reply to one of our automated emails you have previously received. You will not get a response.

There are a few reasons why this might happen. Please check with your local courier before contacting us.

If you received an automated 'delivered' email notification from us. Please firstly check the tracking on the courier's website. It might be that your parcel has not been delivered yet but in fact, has just reached your local customs but the system has notified you incorrectly.

Sometimes, the 3rd party tracking website we use 17track.net does not show the full information, so you must check the actual courier's tracking websitefirst. There might have actually been a missed delivery and they will reattempt to deliver your parcel or your parcel is in the post office ready for collection. 

If you find that on the courier's tracking website it still says it has been delivered then please check with your neighbours, concierge or if it is a work address, check with your colleagues or reception. 

To find the courier's tracking website, please go here: Tracking order

Please wait 1-2 working days before you contact us as we find that for a lot of our customers, their parcel will turn up after 1-2 working days. After this time, please get a letter of non-receipt from your courier or send us proof that you have messaged the courier already (screenshot conversation) and let us know if your parcel is lost so that we can resend your items immediately. If you are unable to provide proof, then unfortunately in this instance, we do not offer a refund.

In the event that the parcel has not been collected and you find that it has been returned to sender, please contact us immediately so that we can resend it. Unfortunately, we have no way of knowing when a parcel is being returned to our third-party distributor and it is your responsibility to keep track of your parcel and contact the courier if you have missed your parcel. 

It is worth noting, express or standard shipping will not be refunded if the parcel has been returned to the sender. This usually happens if you provide an inefficient or wrong address or you were not available and the driver has tried to contact you. As soon as the parcel has left our warehouse, it is the responsibility of the customer & courier to ensure good communication & the safe arrival of your parcel. 

If you would like us to send it again, you will have to pay the express shipping fee again. We will send you an invoice for the shipping fee. If you were qualified for free shipping, you will need to pay the shipping fee ($5.95) for the resend.

In the event that your parcel is not delivered and you are eligible for a refund and do not want the items resent, you WILL NOT be refunded for the express shipping costs, however, just the value of the products minus a $2.00 restock fee. If you were qualified for free standard or express shipping, we will deduct the shipping cost from your refund and charge a $2.00 restock fee.

Please always double-check your delivery address details (please include your door number!) before purchasing if you choose express shipping and check your email regularly for tracking updates. The courier may also contact you via phone.

PAULILY FASHION LLC takes no responsibility if standard or express parcels are not delivered.

Exchange policy

We offer a 30-day exchange from the date of delivery. Products must be in their original packaging and tags and they must be unworn and kept in a resellable state. If we find that it has been worn, we will send the items back to you.

Please note we cannot refund or exchange bags because of hygiene reasons. This policy is there for the protection and health of the customers. Please read our product description carefully before purchasing. Custom-made items are also not refundable. However, we are able to refund such items if it is faulty or damaged upon arrival. 

If you want to exchange for a different product entirely, you will need to pay the price difference. You can also return your parcel for a refund and order again on our website.

Bundles / Promotions exchange

You can exchange items in your bundle or promotion for anything else in the same bundle / promotion. If the items are not in the bundle, you will need to pay the price difference.

How can I exchange my product?

Please contact us within 30 days of receiving your order. Please let us know your order number, the item you wish to return, and which colour/size you want to exchange for. We will then email you back with the returns form and returns address. We do not refund shipping fees for exchanges or refunds, but we will send out the new exchange free of charge.

Posting your return/exchange

Please keep your proof of postage in case your parcel gets lost in transit. We recommend you choose a tracked service so that we can process your exchange faster.

If you are an international customer, please choose 'returned goods' in the customs form otherwise we are unable to accept the parcel. 

If you are a UK customer, please pay the correct postage otherwise Royal Mail will be unable to deliver your parcel, we advise you to visit the Post Office.

Parcels will be processed 1-5 working days of receiving the return/exchange. Please contact us if you have not received a notification within the processing timeframe with proof of postage to ensure a swift exchange or refund.

We offer a 30-day returns policy from the date of your delivery. Please contact us within 30 days with your order number, a brief explanation of why you are returning the goods. We allow refunds on most sale items, bundles and promotions* (except final sale items).

Items must be in a resellable state, in their original packaging with their labels still on. If we find that items are used, we will send back the items to your original address.

We do not refund shipping fees for returns.

*Can I return a promotional bundle / promotion?

You can return a promotional bundle or promotion most of the time.

Posting your return or exchange

Please keep your proof of postage in case your parcel gets lost in transit. We recommend you choose a tracked service.

If you are an international customer, please mark the customs form as 'returned goods' otherwise we are unable to accept the parcel. 

Parcels will be processed 1-5 working days of receiving the return/exchange. Please contact us if you have not received a notification after the processing time with proof of postage to ensure a swift exchange or refund.