FAQs
Orders
Where to buy our products?
I am having trouble completing my order on the site. What should I do?
Can I modify or cancel my order?
How do I track my order?
How do I use my discount code??
How do I access tracking?
What should I do if my package is marked as delivered but I have not received it?
Why was my order cancelled?
Paelora items are available exclusively on our official www.paelora.com. To stay informed about new collections, restocks and exclusive offers, subscribe to our newsletter here
If you are having trouble completing your order, here are some quick fixes that may help:
โข Try a different internet browser.
โข Close and reopen your browser.
โข Clear your browser's cache and cookies.
If the problem persists, contact our customer service, we will be happy to help you complete your purchase.
You can cancel or make changes to your order as long as it has not yet been processed.
To do so, please contact our customer support as soon as possible.
As soon as your order is shipped, you will receive a confirmation email containing a tracking link.
You will be able to:
โข Track the progress of your package via this link.
โข Access tracking information by logging into your account on our site.
Please note: If your order includes multiple items, they may be shipped separately. A separate confirmation email will be sent for each shipment.
If you are unable to track your order, contact us by email at infos@paelora.com specifying your order number and your request.
On the payment page, just before finalizing your order, you will see a field dedicated to adding a promo code.
Steps to follow:
1. Enter your discount code in the box provided.
2. Click on โApplyโ.
3. Your order total will be updated to reflect the discount.
Note: Only one promotional offer can be used per purchase.โข Via the confirmation email, by clicking on the tracking link.
โข By logging into your customer account on our site.
If your tracking indicates that your package has been delivered, but you have not received it, here are some steps to follow:
- Check the usual drop-off locations (mailbox, garage, building reception).
- Ask your neighbors if they received the package by mistake.
- Look for a delivery notice, as the carrier may have attempted a delivery in your absence.
- Wait 24 hours, as some carriers record a delivery before the package is actually dropped off.
- Contact the carrier directly with your tracking number for more information.
If your tracking indicates that your package has been delivered, but you have not received it, here are some steps to follow:
- Your order may have been cancelled for security reasons if our system detected it as a high-risk transaction.
๐ข What to do in this case?
โข Check with your bank or financial institution if your payment method has been blocked.
โข Contact our customer service to find out more.
โข Rest assured: All costs incurred will be refunded after verification of your order information.
Exchange and Returns
Returns and Exchanges Policy
Do you ship internationally?
How do I request an exchange or return?
How do I request a return?
We accept returns and exchanges within 30 days of receiving your order. However, some items cannot be returned, including:
Conditions to respect for a return:
Returns and refunds:
- Free gifts
- Underwear, bras
Conditions to respect for a return:
โข Items must be new, unworn, unwashed and in their original condition, with all labels and protections intact.
โข Please do not try on the items while wearing makeup, perfume or cosmetics, to avoid any trace that could make the return impossible.
โข During the first fitting, we recommend that you wear underwear. Any item showing signs of use may be refused upon return.
Returns and refunds:
โข If you wish to return an item for a refund, please note that returns are not free.
โข To simplify your process, we can provide you with a return label, but a processing fee of 8 USD will be deducted from the refund.
โข Generally, only one return or exchange request is allowed per order. So remember to carefully check all the items you wish to return before making your reque
Yes, we do ship internationally. Please note that shipping rates and delivery times may vary depending on the destination country. Any customs duties or taxes are the responsibility of the recipient.
Finding the perfect sheath can be tricky. Thatโs why we offer a 100% fit guarantee, allowing you to easily exchange or return your item if the size or model doesnโt suit you.
Contact our customer service by sending an email to infos@paelora.com with your order number and your return or exchange request.
โข Once your package has been dropped off at the post office, remember to inform us of the tracking number, so that we can follow its progress and expedite the processing of your request.
As soon as we see that your item is on its way back to us, we will immediately process your request:
โข For an exchange: The replacement item will be shipped immediately, and you will receive a confirmation email as soon as it is sent.
โข For a refund: Once your return is validated, we will process the refund and you will be notified by email. It will be credited to your initial payment method.
Please note: Depending on bank delays, the refund may take 1 to 3 business days to appear on your account. If your item does not suit you in terms of comfort or fit, you have up to 30 days after receipt to return or exchange it.How to proceed?
โข Make your request by writing to us at infos@paelora.com
โข We will provide you with a return label, available only to customers in the United States.
โข Only one return label is granted per order.
Shipping
What shipping methods do you use?
Can I change my shipping address after I place an order?
When will my order be shipped?
Where are Paelora products shipped from?
What should I do if my package is lost or not delivered?
We work with partner carriers such as UPS, FedEx, DHL, and USPS. However, delivery times may vary and are not directly dependent on us.
Orders are generally shipped to the address provided at the time of purchase. If you need to make a change, please contact us as soon as possible so that we can see if a change is possible before shipping.
Your order is subject to availability and payment validation.
Typical processing times:
โข 1-2 business days for preparation and shipping of orders placed on weekdays.
โข Orders placed during weekends or holidays will be processed the next business day.
โข During periods of high demand, product availability may change while your order is being processed.
What are the delivery times?
โข Express delivery: 2 to 4 business days.
โข Standard delivery: 5 to 8 business days
Important: These times do not take into account the 1 to 2 business days of processing time required before shipping.โ ๏ธ During busy periods, some deliveries may be delayed due to high order volumes and extended logistics times. Rest assured that we are doing everything we can to ensure that your package arrives as soon as possible.
The majority of our in-stock items ship from the United States, with an estimated delivery time of 4-7 business days.
Some items may ship directly from our factories in China, which can take 6-18 business days.
We partner with trusted manufacturers and distributors around the world to ensure you get quality products delivered to you in a timely manner.
If you do not receive your order or your package appears to be missing in transit, please contact us immediately. We will do our best to help you locate your package or find a suitable solution.
Payment
What currency is the site in?
What payment methods are accepted?
Is my payment information secure?
Does Paelora charge sales tax
Our site currently displays prices in US Dollars (USD).
We offer several payment options to make your shopping easier!
Other payment methods:
Express checkout options (fast checkout):
โข ShopPay
โข AmazonPay
โข PayPal
โข GooglePay
Other payment methods:
If you want to use another payment method, simply follow the regular checkout process:
1. Fill in your shipping information.
2. Proceed to the final checkout page, where you can enter your banking information.
Yes, your payments are protected. All your personal and banking information is encrypted to ensure complete security and privacy.
If required by law, taxes will be applied to products sold.
โข Taxes are calculated based on the tax laws in effect in the region where your order is shipped or delivered.
โข Applicable taxes will be automatically added to your order total at checkout.
โข The amount displayed is an estimate and may vary slightly due to differences in tax rates between the shipping and delivery locations.