Returns & Exchanges

Shop with confidence knowing we stand behind our products

Our Commitment to You

At Paula Lucy, we are dedicated to ensuring your complete satisfaction with every purchase. We understand that buying online can sometimes be challenging, which is why we offer a straightforward and hassle-free return and exchange policy.

If for any reason you are not entirely satisfied with your purchase, you may return it within 30 days of receipt for a full refund or exchange. We want you to love your Paula Lucy fan as much as we loved creating it.

Return Policy Overview

30-Day Return Window

We accept returns within 30 days of the delivery date. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Please include all accessories, documentation, and any gift items that came with your purchase.

Items that show signs of wear, damage, or alteration may not be eligible for a full refund. We reserve the right to assess the condition of returned items and determine the appropriate refund amount.

Non-Returnable Items

Certain items cannot be returned due to their nature:

How to Return an Item

Step 1: Initiate Your Return

To start a return, please contact our customer service team at teamhelp@paulalucy.com with your order number and reason for return. We will provide you with a return authorization number and detailed instructions.

Step 2: Package Your Return

Carefully pack the item in its original packaging if possible. Include all accessories, documentation, and the return authorization number. We recommend using a trackable shipping service and purchasing shipping insurance for items over €50.

Step 3: Ship Your Return

Send your return to the address provided by our customer service team. Please note that you are responsible for paying the return shipping costs unless the item was defective or incorrectly sent.

Refunds

Refund Processing

Once we receive and inspect your return, we will send you an email notification. If approved, your refund will be processed within 5-7 business days. The refund will be applied to your original method of payment.

Please note that depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear in your account.

Refund Amount

Full refunds include the purchase price and original shipping costs. If you received free shipping, the refund will be for the item price only. Return shipping costs are the responsibility of the customer unless the return is due to our error.

In cases where an item is returned in damaged or used condition, we may deduct a restocking fee of up to 20% from your refund.

Exchanges

If you would like to exchange your item for a different design or size, please follow the return process above and place a new order for the desired item. This ensures the fastest delivery of your replacement.

Alternatively, you can request an exchange when contacting customer service. We will hold the replacement item for you once we receive your return.

Damaged or Defective Items

We take great care in crafting and packaging our fans, but occasionally damage may occur during shipping. If your item arrives damaged or defective, please contact us within 48 hours of delivery.

Please include photos of the damaged item and packaging. We will arrange a replacement or full refund at no additional cost to you, including return shipping.

Late or Missing Refunds

If you have not received your refund within 14 days of our confirmation email, please:

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Contact Us

If you have any questions about our return or exchange policy, please contact our customer service team at teamhelp@paulalucy.com. We are here to help make your return process as smooth as possible.