STORE POLICY

At Papaway Co. , we are dedicated to delivering excellent customer service. Our goal is to provide friendly, efficient, and reliable support before, during, and after every purchase.

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    Customer Support Channels

• Email: support@papawayco.com

• Contact Form: Available on our website

• Business Hours: Monday–Friday, 09:00–17:00 (CET)

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    Response Times

• General inquiries: within 24–48 hours

• Order-related questions: within 24 hours

• Complaints or escalations: within 5 business days

   

Customer Care Standards

• We communicate respectfully and professionally at all times.

• We aim for clear, transparent communication regarding orders, delivery times, and product details.

• We keep our customers informed about any delays or issues proactively.

• We continuously improve our service based on customer feedback.

   

Complaints & Feedback

  If you are unhappy with any part of your experience:

1. Contact us at support@papaway.com.

2. Provide order details and the nature of the problem.

3. We investigate and respond within 5 business days.

 

If you are dissatisfied with our resolution, you may contact the relevant consumer protection bodies in your   jurisdiction (EU, UK, or South Africa).

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📌 2. Privacy & Safety Policy

  This policy complies with the GDPR (EU/EEA), UK-GDPR, and privacy expectations for South African customers     (POPIA principles, though not full compliance text).

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     Information We Collect

• Personal details: name, email, phone, billing/delivery address

• Order information: products purchased, payment details (processed securely by our payment partners)

• Technical data: IP address, device type, browsing actions

• Optional: customer feedback or communication history

 

How We Use Your Information

• To process and deliver your orders

• To communicate about orders, updates, and support

• To improve our website and services

• For legal compliance and fraud prevention

• For marketing emails (only with explicit consent)

 

Storing & Protecting Your Data

• Data is stored securely on EU-based or GDPR-compliant servers

• Access is restricted to authorized personnel only

• Payments are processed via secure, encrypted third-party systems (we do not store card details)

   Your Rights (EU & UK)

   

You have the right to:

• Access your personal data

• Request correction or deletion

• Withdraw marketing consent

• Request data portability

• Lodge a complaint with your data protection authority

   Sharing Your Data

 

We only share data with:

• Shipping partners

• Payment processors

• IT and hosting providers
  All partners comply with GDPR/UK-GDPR or equivalent safeguards.

   Cookies

 

We use cookies to:

• Enable website functionality

• Track analytics & improve performance

• Offer personalized experiences
  Users can manage cookie preferences through their browser settings or our cookie banner.

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   Shipping Policy

Where We Ship

• Netherlands (domestic)

• European Union

• United Kingdom

• South Africa

 

Processing Times

• Orders are processed within 1–3 business days

• Orders placed on weekends or holidays are processed the next business day

Estimated Delivery Times

• Netherlands: 1–3 business days

• EU: 3–7 business days

• UK: 4–10 business days (customs may apply)

• South Africa: 7–21 business days (customs may apply)

 

Shipping Costs

Shipping fees are calculated at checkout based on destination and product weight.

Customs, Duties & Taxes

Customers outside the EU (UK & South Africa) are responsible for:

• Customs duties

• Import taxes

• Any clearance fees

• We cannot predict these charges as they vary by country.

 

Order Tracking

A tracking number is provided once the order is shipped (where applicable).

Lost or Delayed Packages

• If a package is delayed, please contact us; we will assist with carrier investigation.

• A package is considered lost only after the carrier confirms it.

📌 4. Returns & Refunds Policy

 

Return Period

Customers may return eligible items within 30 days of receiving their order.

Eligibility for Returns

Items must be:

• Unused

• In original condition

• In original packaging

 

Non-Returnable Items

• Digital products

• Personalized or custom-made items

• Items on clearance (unless defective)

 

Defective or Incorrect Items

If your order arrives damaged or incorrect, contact us within 7 days with photos. We will offer:

• A replacement, OR

• A refund

 

Return Shipping Costs

• Customer-paid: Unwanted or mistaken orders

• Papaway-paid: Defective, damaged, or incorrect items

 

Refund Process

Once we receive and inspect your return:

• Approved refunds are processed within 5–7 business days

• Refunds are issued to the original payment method

 

Exchanges

You may request an exchange; depending on stock, we will ship the replacement after receiving the original item.