Refund policy

PRE-ORDER 

As per UK consumer protection laws, customers have the right to cancel their pre-order (before the order arrives) and receive a refund if the cancellation happens within 14 days from the purchase date. 

 

STANDARD ORDER

Returns for a refund to the original payment method must be requested within 14 days from the delivery date and sent back to us within 14 days of your return request approval. Late returns will not be accepted.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Exchanges will be accepted for the same style in a different size, all exchange requests must be made within 14 days of receiving your order. Exchanges are only processed upon receipt of returned item(s) and are based on stock availability. We will contact you to arrange a refund if there is no remaining stock.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you have received an item that is faulty or damaged, please email hello@paiden.co within 48 hours of receiving your order. 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@paiden.co

Please note that returned items are the customers responsibility until received by us. We strongly recommend that you use tracked and insured shipping service to ensure a safe return. Refunds and exchange can only be processed on receipt of items.

Paiden is not responsible for parcels that are lost or stolen after they have been scanned as delivered by the courier.

Delivery confirmation (including GPS, photographic evidence, or courier receipt) will be considered proof of delivery. No refunds or replacements will be issued for parcels reported missing after this point.

 

REFUND DETAILS

To start the returns or exchange process, please email us at hello@paiden.co. 

SUBJECT: Enter 'returns' or 'exchange' 

EMAIL: 

1. Enter your order number
2. Enter your email address used to purchase the order
3. Enter your postcode associated with the order
4. Add the name of the item/s you wish to return/exchange
5. Once approved you will receive an email with the next steps 
6. Please allow 5 working days for the return or exchange to be processed once it arrives to our location

International returns should be marked as 'Returned Goods' on the customs form to avoid any delivery delays.