FAQ

How do I add products to my cart?

If you want to add a product to your cart, just click on the button “add to cart” on the product page, and make your purchase.

After adding the product to the basket, you can complete your purchase by proceeding to checkout, or you can continue shopping by adding more product to the cart.

By clicking on the card icon, you can see a list of all the products you have added. Once you did this, you can decide if you want to continue shopping, remove any products from the cart, or change the amount.

Can you inform me when a product is back in stock?

Some products might not be available for some time. Paul&Shark will do its best to have these products back in stock as soon as possible, subject to availability. Unfortunately, we are currently unable to keep you posted as to the availability of a product.

How do I activate a promo code?

If you have a promo code, just type it into the relevant box in the cart. If the code is valid, the discount will be calculated into the due amount.

Can I insert my VAT number?

Invoices are only issued to private clients and it is valid as proof of purchase. For this reason, it is not possible to insert your VAT number, as we cannot issue invoices for companies.

How do I proceed to payment?

Proceed to payment by clicking on the “go to checkout” button in the cart. You can also proceed to payment by looking at the order summary, which can be viewed on the top right corner of your page every time you add a product to your cart.

For registered customers, just type your email and password, to log into your profile. During checkout, you will be able to review data you inserted previously, and confirm them or modify them.

To confirm your order, just select the payment method of your choice.

How can I be sure that my order has been received?

If your order was received correctly, Paul&Shark will send you an automatic confirmation email, informing you that we have received your order. The order will be considered as completely accepted only after shipping.

Once I completed my personal data and addresses, can I modify them?

Of course. Just go to our website and access your account, and proceed to insert the new information.

Can I cancel or modify my order after it has been confirmed?

No, once you completed your order by providing payment information, it is impossible to modify or cancel the order.

Can I change any products?

No, you cannot directly change products, However, you can return the product you’ve received, and place a new order, ordering the product you want to purchase.

Can I return any products I have received?

Paul&Shark places great importance on customer satisfaction, regarding purchase experience as well as the quality of the products received.

Should customers not be satisfied of the products received -- this includes size issues -- customers can return the product within 14 days from the day they received the package.

We remind you that right of withdrawal concerns customers only, therefore excluding anyone who may have received a gift from claiming right of withdrawal.

What if I find any faults in a product I have purchased online?

First and foremost, we are sorry about that. If you notice any faults in the product you bought within 14 days from receiving the goods, you can file a request to return the product.

If you notice it after 14 days, but within 24 months from receiving the package, you can return the defective product by filling in the form in the “Contact us” section on our website: www.paulandshark.com/contact-us.html. Share your purchase data (order number and purchase date).

What about your newsletter? How can I receive it?

Please sign up to our newsletter to receive the latest news from the world of Paul&Shark, get the lowdown on all our events, receive exclusive offers tailored for you, and know everything about our new collections.

What kind of payments do you accept?

We currently accept the following payment methods: Payments for online orders can be made by credit card (Visa, MasterCard, American Express, Diners), debit card, PayPal and any specific payment methods available in each country.

How can I track my order?

You can track your order, and always be up to date on where your order is. Just click on the link you’ll find in your confirmation email: this URL will direct you to the DHL website, where you can track the status of your shipment.

Can the shipping address be in another country from the one you reside in?

No, it cannot, the shipping country must be the same as the one where you make your purchase.

What are the shipping costs?

Shipping costs will be calculated at checkout time, so that they can be reviewed by the customer before proceeding to payment.

How do I return a product?

Clients who wish to return a product can do so on our dedicated page, at the following address: https://returns.eshopworld.com/pau/Index. Visit the page, insert your order number and email used to purchase the product.

Clients will be able to choose what products they want to return, and provide a reason for returning them.

Once the process is completed, the customer will receive an email with a label, to be printed and placed on the package in order to send the return package. Clients can find the nearest DHL Service Point at https://locator.dhl.com/. The package must be returned at DHL Service Point with the correct label. 

After we processed your return, we will send you an email, notifying you that we have received your package, and you will receive a refund within 30 days.

Do I have to pay to return any products?

No, you can return Paul&Shark products for free.

I forgot my password, how can I restore it?

When you try to log into your account, just click on the “forgot your password” button, which will activate the password restore process. You will receive an email containing a temporary code, which will allow you to choose a new password.

Can I cancel my newsletter subscription?

Of course. If you don’t want to receive our newsletter anymore, just click on the link you can find at the bottom of each newsletter, and cancel your subscription.

Can I choose a time and date for package delivery?

Unfortunately, we cannot provide this service. You can, however, get in touch with the shipping company, and agree on a delivery time with them.