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Frequently asked questions

What are the delivery costs and times ?

Delivery costs vary according to your delivery country.
Depending on the products ordered, and as displayed on each product page, order preparation times can vary between 1 and 3 days. Any order made on the site between Monday and Thursday before 2 pm will be processed the same day, while orders made after 2 pm will be processed the following day. All orders placed after 11 am on Friday or over the weekend will be processed the following Monday. Orders placed on bank holidays will be processed the next working day.

Please allow a maximum of 10 working days for delivery within mainland France, and 20 working days for delivery to any other destination, calculated from the day after payment is made.

Details on costs and delivery times can be found in our General Terms and Conditions.

Is online payment secure?

All data associated with your order and your payment are sent via encryption using the SSL protocol from your computer to our banking partner's electronic payment terminal.

You're able to verify the security system by spotting on the bottom of the page a locked padlock the universal security symbol giving you complete security as you conclude your online transaction.

How can I track my package?

As soon as your order leaves our warehouse, you will receive an email to let you know.

This email will also contain the parcel number, as well as a link to track your parcel online. Simply click on the link to track your parcel in real time.

You can also find your parcel number among your order details in the "My account" section of the website, where you can also follow the progress of your order.

How can I return my product?

If you are not entirely satisfied with one of our products, you can return all items bought from our website within 14 days from the date of receipt of your order quibble-free, as long as the products are unused and in perfect condition (see General Terms and Conditions). This excludes products which have been tailored to your specifications (for example products sold by the metre), or which have been clearly personalised, whether they have been made or not, and therefore are excluded from the quibble-free returns period as stated in article 121-28 of the Consumer Code.

To return this type of item, please see our answer to the question "I would like to return all or part of my order", or get in touch with our Customer Service team, so that they can advise you on the best way forward, depending on the delivery method for your product.

For more information on the different returns policies, please see our General Terms and Conditions.

how can I use my promotional code?

Promo codes can only be used once and cannot be combined.

Using a Promo Code:
Promo codes must be entered into the "I have a promo code" box (below the order amount) while your basket is active and before completing the order. Once your order has been made, it is not possible to re-credit the amount associated with the promo code. In this case, the promo code would be lost.

In addition, we strongly recommend that you complete your order immediately after entering your code to avoid any glitches that may lead to the promo code not being applied.

If you'd like to be kept up to date with all the great deals on Paul & Joe and Paul & Joe Sister products, subscribe to our Newsletter.


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By phone (+33) 1 42 74 24 68

By phone Monday to Friday, from 9h to 13h
and from 14h to 17h.