Shipping and Return
Shipping Terms
We offer free shipping within the United States. Shipments to Canada are subject to additional fees and charges for customs clearance and freight. At the moment, we only ship to the U.S. and Canada.
All orders are processed within 1-3 business days after payment confirmation. Please ensure your address is complete and correct to avoid possible delays.
Shipping Options
- Standard Shipping:
Delivery time depends on your location and typically takes 3 to 6 business days.
For orders over $150, standard shipping within the U.S. is free.
For orders under $150, the cost of standard shipping within the U.S. is $9.99.
- Express Shipping:
We are pleased to offer free express shipping for orders over $150 in the Seattle area (Marysville – Auburn).
Order Tracking
After your order is shipped, we will provide a tracking number so you can monitor the location of your package throughout its journey.
Time Zone Difference
We are located in the Pacific Time Zone (PT), so processing your request, including order cancellation, address changes, or other inquiries, may take time. Please consider possible time zone differences when contacting
our support team.
Shipping Terms and Signature Requirements
All our orders are shipped with a “Signature Required” option via UPS/FedEx. Our delivery partner, UPS/FedEx, allows you to make changes to your delivery while it’s in transit through your account dashboard. You can adjust the delivery date or cancel the signature requirement through this account access.
If you prefer to waive the signature requirement, you may disable this option. However, please note that by selecting this setting, you accept responsibility for any potential loss or damage that may occur after delivery. PAPILIO and UPS/FedEx will not be held liable in such cases.
For high-value orders, the signature requirement may remain in place, even if you disable it in your account dashboard.
Return Policy
At Papilio, we strive to provide our customers with the highest quality products. Please review our return policy before making a purchase.
Product Returns and Exchanges
Unfortunately, we do not accept returns or exchanges of silk items, except in cases where a manufacturing defect is identified. In such cases, you may return the item within 30 calendar days from the date of receipt.
Silk products are non-returnable for hygienic reasons, as silk is a very delicate fabric that easily absorbs skin residue, such as oils or cosmetic traces. Even brief contact with skin may leave invisible marks, making it impossible to resell the item as new.
Nevertheless, we thoroughly inspect each item before shipping and document its condition with photos and videos. These records are kept for 30 days to ensure you receive a perfect product.
If you mistakenly ordered an item and wish to return it, we will accept the return provided that the original packaging has not been opened.
Defective or Damaged Products
If your return request for a defective item is approved, we will offer an exchange for a similar item or a full refund.
All sales become final 30 calendar days from the date of receipt.
Return Instructions
- If you received a defective or damaged item, please contact us via email at silkpapilio@gmail.com within 30 calendar days of delivery. To expedite the process, include photos of the defect or damage along with your order number. To be eligible for a return or exchange, please ensure that:
- The item has not been used or altered.
- The item is in its original packaging with labels intact.
- If your return request is approved, we will provide you with a return confirmation number. Please save this document.
- Prepare your package for return: ensure the item is in its original condition, with all packaging materials and labels preserved. Pack the item carefully in the original packaging or a suitable box to prevent damage. Include a copy of your purchase confirmation (electronic receipt) in the package for order identification. Close and seal the package securely to prevent it from opening or being damaged during transit.
- Send the item and save the tracking number for your shipment.
Refunds
Refunds will be issued to the original payment method. Once we receive your return, we will process it as quickly as possible, with refunds typically issued within 28 days from the date of receipt.
If you purchased an item in a currency different from your local currency, any refund will be made in the currency of the original purchase. Please note that due to currency exchange rate fluctuations, the refunded amount may be higher or lower than the price originally paid.
Please Note:
Original fees for expedited or international shipping, import duties,
and tariffs are non-refundable and will be deducted from the refunded amount.