Return and exchange

Return and exchange policy

Return and exchange policy in Finland:

Updated 1.8.2023

In accordance with the Consumer Protection Act of Finland, you have the right to return an item within 14 days of receiving your order. The return right applies only to items that are in new, unused condition and in their original packaging. In Finland please use POSTI return services (ID 655374) for returns and exchanges. The return fee in Finland is 4,90€ which is always deducted from the refund. If the complete original order is returned, the original shipping cost is refunded, but the return fee 4,90€ is deducted. Exchanging to another product of the same value is free of charge.

Before the return shipment send a return notification to asiakaspalvelu@papudesign.com by email. Please fill in and include the return form to your package.

Address for returns or exchanges:
Asiakaspalautus
Papu Design Oy/ DHL Supply Chain
Ovakonkatu 2
20200 Turku
FINLAND

The return shipment is free when using POSTI services, and the customer return id is 655374. Keep the receipt of the return until the refund is completed. 

We will not accept returns after 14 business days. When the return is received and accepted, a refund will be made to the original payment method. The time for processing a return may take up to 10-15 working days.

If all products from the original order are returned, the original shipping fee will also be returned. If the return does not include all products of the original order, the shipping fee will not be returned. The return fee of 4,90€ is deducted from all returns regardless if the entire order is returned, or individual items of the order.

It is the customers obligation to make sure to pick up the package on time so that it is not returned to us. If a parcel is not picked up from the pick-up point the parcel will be returned to us and a refund of the order will be made and a fee of 10,00€ is deducted from the refund amount. Returned parcels will not be re-shipped.

You will receive the information and guidelines for exchanges along with your shipment.

Return policy outside of Finland:

In accordance with the Consumer Protection Act of Finland, you have the right to  return an item within 14 days of receiving your order. The return right applies only to items that are in new, unused condition and in their original packaging.

Before the return shipment send a return notification to customerservice@papudesign.com by email. Please fill in and include the return form to your package.

We will not accept returns after 14 business days. Once we have received the return has been received, it will be processed. When the return it accepted, a refund will be made to the original payment method. The time for processing a return may take up to 10-15 working days.

If all products from the original order are returned, the original shipping fee will also be returned. If the return does not include all products of the original order, the shipping fee will not be returned.

If you are returning items from Europe:

If you want to return an item/items from your order, please send a notification of return to our Customer Service team (customerservice@papudesign.com). Include your name, order number (PAPU#XXXX) and phone number and which items you want to return in the return notification. You will receive the label for the return shipment and instructions in the package with your order. The cost of the return is 15 EUR which will be deducted from the refund. You will also receive the instructions for returns along with your order. 

1. Send the return notification by email to customerservice@papudesign.com

2. Pack the items you wish to return neatly and attach the pre-paid shipping label (delivered to you in the original shipment) to the package. Contact your local DHL Express to schedule a pick-up, or drop off the package at your nearest DHL Express service point. Keep the receipt of the return shipment until the refund is completed. 

3. The returned item(s) will be check and the refund is made to the original payment method used when placing the order. The return fee of 15 EUR will be deducted from the refund.

4. You will receive a confirmation when the refund is made.  

If you are returning items from outside of Europe:

If you want to return an item/items from your order, please send a notification of return to our Customer Service team (customerservice@papustories.com). Include your name, order number (PAPU#XXXX) and phone number and which items you want to return in the return notification. Once we have received the notification, we will send you the shipping label and instructions by email. The cost of the return is 20 EUR which will be deducted from the refund. You will also receive the instructions for returns along with your order.

1. Send the return notification by email to customerservice@papudesign.com

2. Our customer service team will send you the return shipping label. Keep the receipt of the return shipment until the refund is completed. 

3. The returned item(s) will be check and the refund is made to the original payment method used when placing the order. The return fee of 20 EUR will be deducted from the refund.

4. You will receive a confirmation when the refund is made.