Frequently Asked Questions

• How will I receive updates on my order?

After placing your order, all communications regarding your order will be sent to the email address you entered during checkout. If you do not receive an email, we recommend checking your SPAM folder.

• Can I cancel or change my order?

If after placing your order you need to change your shipping address, you can contact our Customer Service at the following email address: eshop@paultaylor.it

If your order has already been processed or handed over to the courier, we will not be able to make any changes to your order.

• How do I enter a discount code?

If you have a discount code you will have to enter it in the dedicated space during the checkout phase.

• In case the discount code does not apply, we recommend that you check that the discount code is written correctly, that it respects the established time validity, that there are no spaces between one letter and another and that no other discount codes have been applied.

• What are the shipping times and costs?

The processing times for your order may vary from 3 days to a maximum of 8 working days during sales or special discount periods.

We do not deliver to PO Boxes.

Extra European shipments** are Delivery Duty Unpaid (DDU) so the final price does not include any import taxes or customs clearance costs that the courier entrusted with the shipment will request from the customer.

• What payment methods are available and how do they work?

CREDIT CARD

You can pay with all credit or prepaid cards from Visa, MasterCard and American Express.

PAYPAL

By selecting PayPal during checkout you will be redirected to the PayPal site to complete the payment and you will have to log in with your PayPal credentials.

PAYPAL – PAY IN 3 INSTALLMENTS

You can pay by dividing the cost of your purchase into three interest-free installments. The first charge on your card will be made after your order has been shipped. The rest of the charges will occur automatically every 30 days, until the entire amount is reached.

SCALAPAY – PAY IN 3 INSTALLMENTS

You can pay by dividing the purchase cost into 3 interest-free installments. The first charge on your digital card will be made at the time of purchase. The rest of the charges will occur automatically every 30 days.

E-GIFT

If you have purchased or been given an E-Gift, you can use it to pay for your order. If you have an E-Gift, it means that you have received a dedicated discount code by email; use it during checkout to complete your purchase.

• Why was my order cancelled and payment not accepted?

Our payment systems use 3DSecure technology. Once the purchase is completed, the payment transaction is subjected to a bank check. In the event that there are errors in the data provided or the card code is incorrect, the transaction is canceled. In this case, no amount is blocked or charged to the payment method.

We suggest you re-pay for your order. If the problem persists, please contact your bank directly for clarification.

• Can I exchange the size of a product purchased online at a point of sale?

It is possible to change the size of a product purchased online at one of our stores. It is also possible to change the color of the item purchased online. The change is possible within 30 days of purchase and it is necessary to present the receipt of the order placed online.

• Can I exchange the size of a product purchased at a point of sale?

It is possible to exchange a product purchased at one of our stores. It is also possible to change the color of the purchased item. The exchange is possible within 30 days of purchase and it is necessary to present the receipt.

• Can I change the size of a product purchased online?

For online purchases, you will need to complete the return procedure and request a new size. If this is available, you will be contacted by our Customer Service to confirm the shipment of the requested size. Otherwise, the item will be refunded.

On paultaylor .it you can request a return completely independently. Follow the instructions below:

1 – First log in to your account – CLICK HERE
2 – Complete the Login
3 – Select the Order
4 – Choose which products to return and indicate the reason for each product.

The request will be taken care of by our operators. After approval you will be able to ship. The return is at the Customer's expense.

If you have never registered on our site, your order will not be visible in your Account. For this reason, you will need to contact our Customer Service at the following email address eshop@paultaylor.it to enable the return.

To make a return, you have up to 28 calendar days from the day you receive your order. Inside each package there must be the return form that you can find at the following link: Return form

The refund will be made on the same payment method used, from the moment the goods return to our logistics center.

Return shipping costs are the customer's responsibility. Until the package reaches our headquarters, the customer is responsible for the goods contained therein, for this reason we recommend using a traceable and insured shipping system.

RETURNS FROM NON-EU COUNTRIES

On paultaylor .it you can request a return completely independently. Follow the instructions below:

1 – First log in to your account – CLICK HERE
2 – Complete the Login
3 – Select the Order
4 – Choose which products to return and indicate the reason for each product.

The request will be processed by our operators. After approval, you will receive the waybill by email to make the return shipment. The return is at the Customer's expense, therefore the Return shipping costs will be deducted from the refund amount. The refund will be made on the same payment method used, from the moment the goods return to our logistics center.

If you have never registered on our site, your order will not be visible in your Account. For this reason, you will need to contact our Customer Service at the following email address eshop@paultaylor.it to enable the return.

Shipments outside Europe are Delivery Duty Unpaid (DDU) so the final price does not include any import taxes or customs clearance fees. The customer will be responsible for paying this amount.

If the order is not cleared through customs, it will be returned to the office and any customs charges will be deducted from the refund. Please contact your local customs office for more information on shipping costs and methods.

1. Can I return my online order to a store?

It is possible to return an order placed online at one of our stores. It is not possible to be refunded directly by the store. The refund will be made within 5-10 days of delivery of the return. At the store it is also possible to change the size or color of the items purchased online.

1. How can I return a purchase made in store?

Purchases made in store cannot be returned. In store you can exchange the size, color, product or receive a voucher for the same amount as the purchase to be used within 1 year.

1. How can I report a defective product?

In case of delivery of defective products, we recommend that you contact our Customer Service at eshop@paultaylor.it . You will be asked to provide the details of the defect and the product code of the item along with some images. We will assist you in finding a satisfactory solution.

If the defective item was purchased from one of our stores, we recommend that you visit a store and we will assist you in finding a satisfactory solution.

1. When will I receive my refund?

Refunds are processed only after our warehouse has received and processed the returns, usually within 10 days of receiving the products. Refunds will be issued to the payment method with which the order was placed. The refunded amount will be visible on your account according to the bank's timing.

In the case of shipments outside Europe, any import taxes or customs clearance costs will be deducted from the final refund price.

RIGHT OF WITHDRAWAL

The goods must be returned intact, complete with all their parts and in the original packaging (envelopes and boxes) in compliance with the conditions set out below:

• for withdrawal to be possible, the product must be intact and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessory equipment: labels, seals, etc.);
• for returns, shipping costs (and any customs charges, if applicable) for returning the goods will be borne exclusively by the Customer;
• the shipment, until the certificate of receipt in the warehouse indicated by Trophee Paul Taylor Division Srl, is under the complete responsibility of the customer;
• in the event of damage to the goods during transport, Trophee Paul Taylor Division Srl will notify the Customer to allow him to promptly file a complaint against the courier chosen by him and obtain the relevant reimbursement; the product will then be made available to the Customer, simultaneously cancelling the request for withdrawal;
• Trophee Paul Taylor Division Srl will not be liable in any way for damage, theft, loss occurring during or in any way dependent on the return shipment.

In the event of forfeiture of the right of withdrawal, Trophee Paul Taylor Division Srl will return the purchased product to the sender, charging the latter the shipping costs and, if already refunded, the price of the product.

1. NEWSLETTER

By subscribing to the newsletter you will always stay up to date, you will be the first to discover the news and not miss our promotions. If you wish to cancel your subscription you can do so directly from the link provided in the emails received or by contacting our Customer Service.

1. ACCOUNT

Creating a personal account allows you to view your order history, edit your personal information, and save credit cards and gift cards to speed up order completion. To create an account, simply click on the My Account icon and fill in the required information. If you have forgotten your account password, use the Forgot your password? function. This will send an automatic email to the registered email address with a link to create a new login password.

1. How can I purchase and use the E-Gift?

After purchasing on our website, you will be sent an E-Gift by email (to the email address you entered during the purchase) containing a discount code to be used exclusively for your online purchases. The discount code is valid for a period of 12 months from the date of activation.

1. How can I purchase and use the Gift Card?

ONLINE

You can purchase a Gift Card on our website www.paultaylor.it . You or the recipient of your gift will receive a Paul Taylor Physical Card directly at home to spend in all Paul Taylor stores in Italy.

IN STORE

You can buy your Gift Card at one of our stores. You can give it as a gift or use it at a later time.

Click here to find the store closest to you!

1. E-Gift and Gift Cards, when do they expire?

The E-Gift and Gift-Card are valid for 1 year from the moment of purchase. If you do not remember the expiration date of your Gift Card, contact our Customer Service.

If you purchased the E-Gift, you can see the expiration date on the email you received during activation.