Frequently Asked Questions

• How will I receive updates about my order?

Once you have placed your order, all related communications will be sent to the email address you provided at checkout. If you do not receive an email, please check your SPAM folder.

• Can I cancel or modify my order?

If you need to change the shipping address after placing your order, you can contact our Customer Service at: 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.

• How do I apply a discount code?

If you have a discount code, enter it in the dedicated field at checkout.

• If the discount code does not apply, please check that it is written correctly, that it is still within its validity period, that there are no extra spaces, and that no other discount codes have been applied.

• What are the shipping times and costs?

Order processing times may range from 3 up to a maximum of 8 working days during sale periods or special promotions.

We do not deliver to P.O. Boxes. 

Shipments outside Europe** are Delivery Duty Unpaid (DDU): the final price therefore does not include any import duties or customs clearance fees, which the courier will charge the customer.

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

CREDIT CARD

You can pay with any credit or prepaid card on the Visa, MasterCard and American Express networks.

PAYPAL

Selecting PayPal at checkout will redirect you to the PayPal website to complete your payment; you will need to sign in with your PayPal credentials.

PAYPAL – PAY IN 3 INSTALMENTS

You can split the cost of your purchase into three interest-free instalments. The first charge will be made after your order has shipped. The remaining charges will be taken automatically every 30 days until the full amount is paid.

 SCALAPAY – PAY IN 3 INSTALMENTS

You can split the cost of your purchase into 3 interest-free instalments. The first charge will be made on the digital card at the time of purchase. The remaining charges will be taken 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, you will have received a dedicated discount code by email; apply it at checkout to complete your purchase.

• Why was my order cancelled and my payment not accepted?

Our payment systems use 3DSecure technology. Once the purchase is completed, the payment transaction is subject to a bank verification. If there are any errors in the details provided, or the card code is incorrect, the transaction will be cancelled. In that case, no amount will be held or charged to the payment method.

We recommend trying the payment again. If the issue persists, please contact your bank directly.

• Can I exchange the size of an item purchased online at a store?

You can exchange the size of an item purchased online at one of our stores. You can also change the colour of the item. Exchanges are possible within 30 days of purchase, and the online order receipt must be presented.

• Can I exchange the size of an item purchased in-store?

You can exchange items purchased at one of our stores. You can also change the colour of the item. Exchanges are possible within 30 days of purchase, and the original receipt must be presented.

• Can I exchange the size of an item purchased online?

For online purchases, you will need to follow the return procedure and request a new size. If the requested size is available, our Customer Service team will contact you to confirm dispatch. Otherwise, the item will be refunded.

On paultaylor.it you can request a return on your own. Follow the instructions below:

1 – First, sign in to your account – CLICK HERE
2 – Complete the login
3 – Select the order
4 – Choose the items to return and indicate the reason for each one.

Your request will be reviewed by our team. Once approved, you can ship the return. The return is at the customer's expense.

If you have never registered on our website, your order will not be visible in your account. In that case, please contact our Customer Service team at eshop@paultaylor.it to enable the return.

You have up to 28 calendar days from the date of delivery to initiate a return. The return form must be included in each parcel and can be downloaded here: Return form

Refunds will be issued to the same payment method used for the order, from the moment the merchandise is received back at our logistics centre.

Return shipping costs are the customer's responsibility. Until the parcel reaches our warehouse, the customer remains responsible for the merchandise inside; we therefore recommend using a tracked and insured shipping service.

RETURNS FROM NON-EU COUNTRIES

On paultaylor.it you can request a return on your own. Follow the instructions below:

1 – First, sign in to your account – CLICK HERE
2 – Complete the login
3 – Select the order
4 – Choose the items to return and indicate the reason for each one.

Your request will be reviewed by our team. Once approved, you will receive the waybill by email to ship the return. The return is at the customer's expense; return shipping costs will therefore be deducted from the refund amount. Refunds will be issued to the same payment method used for the order, from the moment the merchandise is received back at our logistics centre.

If you have never registered on our website, your order will not be visible in your account. In that case, please contact our Customer Service team at eshop@paultaylor.it to enable the return.

Shipments outside Europe are Delivery Duty Unpaid (DDU): the final price therefore does not include any import duties or customs clearance fees, which the customer is responsible for paying.

If the order is not cleared through customs, it will be returned to us and any customs fees incurred will be deducted from the refund. Please contact your local customs office for further information on costs and shipping requirements.

1. Can I return an online order at a store?

You can return an online order at one of our stores. Refunds cannot be issued directly in the store. The refund will be processed within 5–10 days of the return being received. In store, you can also exchange the size or colour of items purchased online.

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

Purchases made in store cannot be returned. However, in store you can exchange the size, colour or product, or receive a credit note equal to the purchase amount, valid for 1 year.

1. How can I report a faulty product?

In case of delivery of faulty products, we recommend contacting our Customer Service team at eshop@paultaylor.it . You will be asked to provide details of the fault and the product code along with some images. We will help you find a satisfactory solution.

If the faulty item was purchased at one of our stores, we recommend visiting the store, where 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 inspected the returned items, typically within 10 days of receipt. Refunds are issued to the payment method used for the original order. The refunded amount will appear on your account according to your bank's processing times.

For shipments outside Europe, any import duties or customs clearance fees will be deducted from the final refund amount.

RIGHT OF WITHDRAWAL

Goods must be returned intact, complete with all their parts and in the original packaging (bags and boxes), in accordance with the following conditions:

• for the right of withdrawal to apply, the product must be intact and returned in its original packaging, complete in all its parts (including outer packaging and any documentation and accessories: labels, seals, etc.);
• return shipping costs (and any customs fees, if applicable) are the customer's sole responsibility;
• the shipment, up to confirmation of receipt at the warehouse designated by Trophee Paul Taylor Division S.r.l., is entirely the customer's responsibility;
• in the event of damage to the goods during transit, Trophee Paul Taylor Division S.r.l. will notify the customer so that they may promptly file a claim against the courier of their choice and obtain the corresponding refund; the product will then be made available to the customer, and the withdrawal request cancelled;
• Trophee Paul Taylor Division S.r.l. shall in no way be liable for any damage, theft or loss occurring during or in connection with the return shipment.

Should the right of withdrawal lapse, Trophee Paul Taylor Division S.r.l. will return the purchased product to the sender, charging them the shipping costs and, where already refunded, the price of the product.

1. NEWSLETTER

Signing up for the newsletter keeps you up to date — you will be the first to discover new arrivals and never miss our promotions. If you wish to unsubscribe, you can do so directly via the link in the emails we send, or by contacting our Customer Service team.

1. ACCOUNT

Creating a personal account lets you view your order history, edit your personal details and save credit and gift cards to speed up checkout. To create an account, simply click on the My account icon and fill in the required details. If you have forgotten your password, use the Forgot your password? feature. The system will automatically send an email to your registered address with a link to create a new password.

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

Following your purchase on our website, the E-Gift will be sent to the email address provided at checkout, containing a discount code to be used exclusively for online purchases. The discount code is valid for 12 months from the date of activation.

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

ONLINE

You can buy a Gift Card on our website www.paultaylor.it. You or the recipient will receive a physical Paul Taylor card directly at home, to be used in all Paul Taylor stores across Italy.

IN STORE

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

Click here to find the nearest store!

1. E-Gift and Gift Card — when do they expire?

E-Gifts and Gift Cards are valid for 1 year from the date of purchase. If you cannot remember the expiry date of your Gift Card, please contact our Customer Service team.

If you purchased an E-Gift, the expiry date is shown on the email you received at activation.