Platform Replacement

For all orders placed on or after October 3rd 2023 you can request a return through the following link.

If you have any issues, please do not hesitate to contact our Customer Care office at the following page.


Return policy

Paul&Shark's goal is to have fully satisfied Customers in terms of purchasing experience and quality of the products received.

If for any reason you are not satisfied with the products received, you can return them within 14 days from the date of receipt of the items.

During the Christmas period, the return time will be extended to 30 days.

For all orders placed between 28 November and 24 December 2024, you may exercise your right of withdrawal within 30 days from the receipt of the package.

For all orders placed after 24th December 2024, the normal return conditions apply.

The right of return only applies to the customer who made the purchase.

The return is free of charge, excluding some remote areas expressly indicated during the return procedure.

It is not possible to return products purchased online to physical Paul&Shark shops.


 

How do I return?

To proceed with a return, you must access the returns portal through the following link by entering your order number and the e-mail address used when purchasing.

You will be asked to indicate the item(s) you wish to return.

In order to improve our service, we will kindly ask you to indicate the reason for the return via the drop-down menu.

At the end of the return process you will receive all the information you need to prepare the package and its shipment.

We recommend you to use the same packaging used for the shipment, in case of damage you can use one of equivalent size and weight.

At the time of return, the product must not have been worn or damaged.

Only if all the above conditions are met, Paul&Shark will proceed with the refund of the return.

 

Method of Refund



After Paul&Shark warehouse has received and checked that all product requirements and return modalities are respected, we will send you an email confirming the acceptance of the return. 

The refund will be issued by Paul&Shark by crediting the credit card or PayPal account, depending on the payment method used by the customer during the purchase.

If the purchase was completed with a credit or debit card, the time required for the refund to appear depends on the card issuer.

The payment platform is provided by our partner Global-E (Merchant Of Record).

We accept all types of debit and credit cards such as Visa, MasterCard, American Express and other payment methods such as PayPal.

During the payment procedure, the supported payment methods are displayed on the screen. (https://service.global-e.com/Categories/what-payment-methods-do-you-accept)

 If the due amount cannot be charged, the sales process will automatically be interrupted and cancelled; therefore, the sale will also automatically be resolved.

WARNING: with some payment methods, the card issuer might require a two-factor authentication before the payment can be authorised.

 

Safe payments

An anti-fraud tool is active on the payment portal provided by Merchant of Record (Global-E).

DAMA S.p.A. will not retain any data related to the payment methods used by the customer. It is the bank of interest that manages all financial information (such as credit card number, expiration date, etc.), and ensures the safety of online transactions.

Delivery

The order placed on www.paulandshark.com will be processed and shipped within one working day.

When the shipment gets assigned to the delivery company, you will receive an e-mail with the tracking number. With this code you can monitor the status of your shipment in real time through this link.

No changes to the shipment will be possible upon confirmation of the order.

The shipment will be assigned to the courier chosen by our partner Global-E.

 

Delivery costs and waiting time

You can choose the free standard delivery method, if available in your country, or express delivery for a fee of 15 € or 20 € depending on the destination.

The time it takes to receive your order depends on several factors, including the country you have ordered from, the type of shipment you have chosen (standard or express) and, if applicable, the passage through customs.

Generally, delivery takes between 2 and 10 working days from the date you received your shipment confirmation by email.

Delivery times for orders placed during holidays and sales periods may be delayed.

In some countries Paul&Shark does not sell its products online, please contact our customer service for more information.


Tracking

You can track the status of your shipment at any time, through the following link, by entering the order number and e-mail address given at the time of purchase.

Your order will be shipped to the address you indicate during the purchase process (Please note: deliveries are not made to P.O. Boxes). Delivery days are from Monday to Friday, excluding holidays, during normal office hours (from 8.30 a.m. to 6 p.m.).

If, during delivery, the addressee will not be present at the indicated address, the courier in charge will leave a notice to reschedule a new delivery attempt.

If it is impossible to deliver the package, it will be sent back to Paul&Shark’s warehouse.

 

HOW DO I ADD PRODUCTS TO MY SHOPPING CART?

To purchase a product, you need to select the desired color and size, then click on “Add to cart”.

 

HOW CAN I BE INFORMED WHEN A PRODUCT IS BACK IN STOCK?

If the product you desire is currently out of stock, it is indicated with a letter icon next to the selected size. 

If you click on the “notify me” button, a box will appear in which, by entering your e-mail address, you will be contacted as soon as the item will be back in stock.

 

HOW CAN I ACTIVATE PROMO CODES?

If you have a promo code, you must enter it in the shopping cart before proceeding to checkout, in the “promo code” section.

 

CAN I REQUEST AN INVOICE?

No, we are currently unable to issue an invoice.

 

HOW DO I PROCEED WITH PAYMENT?

After you have placed the desired products in your shopping cart, click on “go to checkout”.

Select the desired shipping method (if available in your country), enter the shipping information and proceed with the payment method you prefer.

 

HOW DO I KNOW WHETHER MY ORDER HAS BEEN PLACED CORRECTLY?

Once the payment has been completed, you will receive a confirmation email with all the information related to your order.

 

CAN I CHANGE MY PERSONAL DATA?

Yes, by accessing the “my account” section under “personal information”.

 

CAN I CANCEL OR MODIFY AN ORDER ONCE IT HAS BEEN CONFIRMED?

You can modify and/or cancel your order by contacting our customer service.

Orders already processed and/or shipped cannot be modified and/or cancelled; you can eventually proceed with the return at the Return portal.

 

CAN I RETURN ONE OR MORE PRODUCTS?

Yes, it is possible.

Please take a look to the returns section on our website.

 

HOW CAN I PROCEED IF I FIND A DEFECT IN THE PURCHASED PRODUCT?

If you find a defect in the product you purchased, please contact our customer service at the following link.

 

HOW CAN I STAY UP TO DATE ON THE PAUL&SHARK WORLD?

To keep up to date with Paul&Shark, we kindly suggest you to subscribe to our Newsletter directly on the Paul&Shark.com home page.

 

HOW CAN I UNSUBSCRIBE FROM THE NEWSLETTER?

If you wish to unsubscribe from our Newsletter you can click on the "unsubscribe" button at the bottom of the Newsletter.

Should you have any issues, please contact us at the following link, our Customer Service will do everything possible to support your request.

 

WHICH ARE THE PAYMENT METHODS ACCEPTED BY PAUL & SHARK? 

We accept all types of debit and credit cards such as Visa, MasterCard, American Express and other digital payment methods such as PayPal, Apple Pay or Klarna (if applicable in your country).

During the payment process, the supported payment methods are displayed on the screen.

 

HOW CAN I TRACK MY ORDER?

Once you have placed your order, you will receive a confirmation e-mail containing your order number and order details.

You can use the following link Return portal to check the status of your order at any time.

 

CAN I SHIP TO AN ADDRESS DIFFERENT THAN THE ONE WHERE I LIVE?

Yes, if the alternative shipping address is in the same country where the purchase was made.

 

HOW MUCH DOES SHIPPING COST?

You can choose the free standard delivery method, if available in your country, or express delivery for a fee of 15 or 20€ depending on the destination address.

 

WHAT IS THE RETURNS PROCEDURE?

The returns procedure is available in the dedicated section of our website. Return portal.

 

IS THERE A CHARGE FOR RETURNS?

Returns are free of charge, except in certain remote areas expressly indicated during the return procedure.

 

I HAVE FORGOTTEN MY PASSWORD, HOW CAN I RECOVER IT?

By clicking the "forgot password?" button on the login page.

 

HOW DO I REGISTER MY PURCHASES?

To register your purchases, it is necessary to be in possession of the Brand label and a proof of purchase of the item (receipt or online order confirmation).

To get the Miles credited, the item registration must be completed in a period of six months since the date of transaction.

Paul&Shark reserves the right to ask for the proof of purchase any time. Prizes, gifted items and/or items without proof of purchase will be excluded from the Miles program.

To register a purchase, log into your club profile, click on “Register your Purchases” from the menu that appears on the left and follow the instructions.

If you place an order from your website’s personal area, your purchases and the relative Miles will be automatically registered.

 

HOW DO I REDEEM MY PRIZES?

To redeem one or more prizes, it is necessary to log into your account, click on the section “Prizes Catalogue Paul&Shark club”, choose the prize desired and follow the instructions.

A box will appear in which to enter your personal data, the address of shipment and, if available, the desired customization. You will receive a confirmation email of the processed request.