Delivery & Returns

  1. Delivery and Returns

Local Collection

​We are based in Crystal Palace in South London. We are more than happy for you to collect your order from us during our shop opening hours, Mon-Sat 10am-5:30pm or Sundays from 11am-4:30pm.

If this is convenient then simply select ‘Collect from Store’ at the checkout and allow us 3 hours before coming to collect (most orders will be ready much sooner).

If you select the Gift Wrap option at checkout then, for an additional £1.50, your item will be beautifully gift-wrapped before you arrive – leaving you ready to head straight to the party!

Collection is from Papagaio, 45 Westow Street, London, SE19 3RW.

Local Drop Off

For a  fee of £4.95 – payable in cash or over the phone – we are happy to deliver your items in person to addresses within SE19, SE20, SE25, SE26 and SE27 postcodes. Please ensure you indicate in the Order Notes (or send us an email) to request local delivery. We will contact you to arrange a convenient time – we deliver in the evenings (after 7pm) and usually within 24 hours of ordering, however we cannot guarantee a delivery time until we have spoken to you.

Standard Delivery

Our standard delivery charge is £3.95 on all orders for UK mainland delivery. Delivery is via Royal Mail 1st Class Signed For. Please allow 2 working days for your parcel to arrive, although delivery is often quicker. Deliveries will require a signature on arrival.

Orders placed before 1pm on weekdays = Normally dispatched the same day.

Orders placed after 1pm on Fridays = Normally dispatched on Saturday morning.

Orders placed on Saturdays/Sundays = Normally dispatched on Monday morning.

Please ensure you provide us with your email address and mobile number so that your delivery details can be sent to you. All delivery dates are estimates and we cannot guarantee specific deadlines. We deliver to mainland UK address only. If your parcel has not arrived within the expected time, please contact us via email at [email protected]

We like to recycle and reuse cardboard boxes, however your parcel will always be protected and well presented. If you have selected the Gift Wrap option then no prices or invoices will be included in your package.

Next Day Delivery by 1pm

For a cost of £7.95 we offer Royal Mail Special Delivery, which guarantees the arrival of your parcel by 1pm the next working day.

Orders placed before 1pm on weekdays = dispatched the same day for delivery by 1pm the following working day.

Orders placed after 1pm on Fridays = dispatched on Saturday morning for delivery by 1pm on Monday.

Orders placed on Saturdays/Sundays = dispatched on Monday for delivery by 1pm on Tuesday.

All delivery dates are estimates and we cannot guarantee specific deadlines. We deliver to mainland UK address only. If your parcel has not arrived within the expected time, please contact us via email at [email protected]

We like to recycle and reuse cardboard boxes, however your parcel will always be protected and well presented. If you have selected the Gift Wrap option then no prices or invoices will be included in your package.

  1. Returns Procedure

​We work hard to select our suppliers and therefore hope you are delighted with your order. However if you aren’t then don’t worry – returning an item is quick and simple!

Items will be refunded or exchanged providing that you have not used the item; they are in the same condition as when purchased; labels attached and, you have taken reasonable care to ensure that any item is returned to us safely and not damaged in transit. Please note that we do not refund or replace items that have been broken through accidental damage or misuse.

In the event of any product being faulty, we will cover all costs of postage and either refund or exchange the goods.

Please read our full returns procedure below:

Unwanted/Duplicate Items – Refunds and Exchanges

Please contact us within 14 days of receipt of the goods by email to [email protected] to advise us that you are returning an item. Should you wish to receive a full refund, the items must be returned to us in a resalable condition in all the original packaging with all labels attached. The item needs to be received back within 28 days from the day the parcel was delivered (or 14 days for sale items).  Please complete and enclose the Returns Note enclosed in your original delivery.

Please send your return (+ returns form) via a recorded/signed for service to the address stated below. We recommend that you obtain proof of postage as we cannot be held responsible for returns that do not reach us.

We will refund the price of the product but not the original delivery charge, unless we are at fault.  You will be liable for the cost of returning the goods. If the return is a result of our error in sending an incorrect item then please contact us directly and we will issue a pre-paid postage label for the return.

If you wish to exchange the item for a replacement then please indicate this clearly on your Returns Form – delivery of the replacement item will be free of charge.

If the exchanged item is of a lower value then a refund will be issued for the difference, providing the return is made within the twenty eight day returns period. If the exchanged item is of a higher value then we will be in touch to take the additional payment required.

Exchanges are subject to stock availability.  If there is an issue with stock availablity in the new size or colour, we will call you to discuss alternatives.

​Please return items to Papagaio, 45 Westow Street, London, SE19 3RW.

Faulty Items

We take pride in our stock selection, but if you find an item is faulty then please call us 020 8653 1070 or [email protected] and we will be able to assist with a replacement or a refund. Please do not return a faulty item without contacting us first as in most cases a photograph will be sufficient.

If we determine that a faulty item should be returned to us then we will provide a pre-paid postage label or arrange for it to be collected.

Processing Returns

​We endeavour to process returns as quickly as possible; however this can take up to 7 days from the date of receipt during busy periods. If you have any queries about an item you have returned please contact us over at [email protected] with your full name and order details

Cancellations Procedure

​You may cancel an order at any time before you receive the “Order Complete’’ email notification. To cancel your order send us an email at [email protected] or call us on 020 86531070. To cancel your order after it has been shipped you will need to follow the returns procedure as stated above.

​Thank you for shopping with Papagaio!