Carla Ruiz

Yes, alongside our website, Papena operates a physical boutique. We welcome you to pop in and browse our latest collections in person. You can find us at 26-28 Northgate St, Chester, United Kingdom. For your convenience, a map and directions are also available right on our homepage and our Google Business Profile.

We are a premium womenswear boutique stocking a highly curated selection of sought-after European and international labels. Our key designers include Marc Cain, Joseph Ribkoff, Betty Barclay, John Charles, Naya, Veni Infantino, Carla Ruiz and Couture Club, offering a splendid mix of premium everyday pieces and formal wear.

Yes, we have a dedicated Occasion Wear department tailored for wedding guests, mother of the bride or groom, and formal race days. If an item isn't quite right, occasion wear can be returned within 14 days of delivery. Please note that all occasion dresses are fitted with a Papena security ribbon. You are welcome to try the garment on, but this ribbon must remain attached. If the security ribbon is removed or the item is handled beyond what is reasonably necessary for inspection, we reserve the right to make a deduction from your refund in accordance with UK consumer law.

If you have spotted a piece you fancy but your size is no longer available online, please get in touch. Depending on the designer, we may be able to specially order it in for you or let you know if a restock is on the way.

Because we stock premium fabrics and tailored occasion pieces, we highly recommend checking the specific care label on each garment. Many of our specialist dresses and silk blouses will require professional dry cleaning to keep them looking their absolute best.

We do. A Papena gift voucher makes a lovely present. They can be purchased directly through our website or in the shop, and can be redeemed against any of our collections.

Yes, we certainly do. If you would prefer to pick up your order in person, simply select the 'Pick up' option at checkout. We will pop you an email as soon as your items are ready to be collected from our high street boutique.

Orders are typically processed and dispatched within 2–3 working days of being placed. During busy periods, such as new collection launches, promotional events or public holidays, dispatch times may be slightly longer.

You will receive a confirmation email once your order has been dispatched.

We ship all UK orders using Royal Mail Tracked services.

• Standard UK Tracked Delivery: £5.99

For selected high-value orders, we may upgrade your parcel to our Tracked & Insured Delivery service to provide additional protection during transit.

• Tracked & Insured Delivery: £15.00

Where applicable, the appropriate shipping option will be selected automatically at checkout.

• Standard Tracked Delivery: £15.99

For selected high-value orders, we may upgrade your parcel to our Tracked & Insured Delivery service to provide additional protection during transit.

• Tracked & Insured Delivery: £70.00

Where applicable, the appropriate shipping option will be selected automatically at checkout.

We ship worldwide using DHL Express.

Shipping costs are calculated at checkout based on the destination and parcel size.

Please note that delivery times vary depending on the destination country.

You have 14 days from the day after receiving your order to notify us that you wish to return your item(s). Once you have notified us, you have a further 14 days to return the item(s) to us.

Please ensure you send your return with:

• Your order number
• Name
• Telephone or Email address

Returned items must be:

• Unworn and unused.
• In their original condition.
• With all original tags attached.
• Accompanied by proof of purchase.
• Shoes must be returned in their original box.

Customers are responsible for the cost of returning unwanted items. We recommend using a tracked postal service, as Papena cannot accept responsibility for items lost in transit.

Occasion Wear

Our occasion dresses are fitted with a Papena security ribbon. You are welcome to try the garment on, but the security ribbon must remain attached.

If the security ribbon has been removed and the item has been worn or handled beyond what is reasonably necessary to inspect or try it on, we reserve the right to make a deduction from any refund to reflect any reduction in the value of the garment, in accordance with UK consumer law.

Once your return has been received and inspected, any refund due will be processed to your original payment method within 14 days.

Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or we have sent you the wrong item.

Occasion Wear

Our occasion dresses are fitted with a Papena security ribbon. You are welcome to try the garment on, but the security ribbon must remain attached.

If the security ribbon has been removed and the item has been worn or handled beyond what is reasonably necessary to inspect or try it on, we reserve the right to make a deduction from any refund to reflect any reduction in the value of the garment, in accordance with UK consumer law.

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible. We will arrange an appropriate remedy, including reimbursement of reasonable return postage where applicable.

We accept major credit and debit cards, Shop Pay, Apple Pay, and Google Pay at checkout.

Nothing in this policy affects your statutory rights under UK consumer law.