Which courier will deliver my order?
We ship with UPS and DHL.
Do I need to pay customs fees?
All orders within the United States and the European Union come with duty paid and applicable sales or VAT tax paid. There are no additional charges if you order to the United States or the European Union. If you order outside the United States or the European Union (Ukraine, Russia, Singapore, Hong Kong, etc.), we cannot say for certain whether your local post will charge you for the products you order. Please contact your postal service for most information on any extra fees.
How much does Shipping Cost?
Shipping is free on all orders over €50.
Package Delivery Failed Attempt
If the post service has attempted to deliver your package but was unable to do so the post will try to deliver again at the same address the following day or will leave a notice and you will be required to pick up the package from your local post office.
If the courier was unable to deliver the package 3 times, the order will be returned to us. In this case, we can re-send the package to you. Please note, however, that this does not make the order eligible for a refund as we cannot control whether the addressee picks up the package.
How do I Track my Order?
You can track your order in several ways. When your item has been shipped we send you an e-mail with the tracking code and the website of the shipping company where you can input the code.
You can also go to http://eu.paul-rich.com/tracking to track your package. The system will automatically select the appropriate shipping provider.
My Order Status Says Pending
If your order status says "pending" or similar it means that the tracking code has not yet been synchronized with the tracking system. Please allow 2-3 business days for the system to recognize your tracking code. If after 5 days the same information appears please contact us at firstname.lastname@example.org
The Order Has not Arrived Within the Specified Time Range
We ship all our orders within 48 hours of payment confirmation.
The order delivery times are listed in BUSINESS DAYS. Saturdays and Sundays are not business days. Packages are being moved only Monday through Friday.
For example, if you selected free 5 business days shipping, that could mean up to 7 days delivery time.
If your order is late more than 5 business days please contact email@example.com and we will help you resolve the issue immediately. If your order arrives too late (expected delivery time + 5 business days), you can either refuse delivery or return it to us for a refund.
My Tracking Number does Not Work
Sometimes it may take up to 3 business days for the tracking system to reflect any changes in the status of your package. In particular, if you have recently ordered and received your tracking number the system may not yet reflect the new status of your order. Therefore, we kindly ask all customers to allow at least 3 business days from the date of package shipment before contacting us about a non-functioning tracking number.
What Items Can be Returned
All items can be returned within 14 days of receipt.
How to Return an Item
To return an item please follow this procedure:
1. Email firstname.lastname@example.org and provide your order number as well as specify the items you want to return.
2. After we have confirmed your request please re-pack the item in its original condition with labels and tags still attached.
3. Send your package to Paul Rich Sp. z o.o., Nieklanska 38, lokal 18, 03-924, Warsaw, Poland. Alternatively, we may ask you to send the package to one of our warehouses in the USA, Great Britain, or China, depending on which is closest to you. We will not refund return shipping costs.
4. Retain your proof of shipment and wait until the package reaches our support office in Poland. Once the package has been received we will notify you within 72 hours and issue a refund.
I Received a Faulty Item
If the item you received is faulty, please follow this procedure:
Contact our support centre by emailing email@example.com and provide your order number, name, address, details of the product (quantity, color, model), and the reason for return. Please attach a photo of the faulty item clearly showing the fault. We will reply within 72 hours.