Online Returns & Refund Policy

We hope you love your purchase. However, if you wish to return an item, please read our policy below.

Returns

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.

Refunds

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.

Faulty or Incorrect Items

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.

Your Statutory Rights

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