Questions?

You’ve made an order, we are doing a small business happy dance - now what?

Once an order is placed, our team will carefully collect your products from the warehouse and package them with care and love. 99% of our orders are processed within 24 hours except for Sundays and public holidays when we have our rest days. 

Sometimes there is too much love to put in one parcel so you may get multiple Paparazzo packages from our warehouse. Not to worry though, they will still be sent at the same time.

Your package will then gently be sent via our international courier to your country. Once it arrives in your country it will be handed over to the local courier for last-mile delivery. 

As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey. Depending on the local courier you may also receive updates via text message. 

You can also sign up for shipping updates through SMS or the Shop App on the order confirmation page after your order is placed.

*Please note: all shipping timeframes are from the advertised date of dispatch. In some locations, weekend delivery is not available. Our estimates are based on business days and exclude possible customs delays. Some delays are out of our control and we ask for your patience if this occurs. 

Shipping is €7.99 or free on orders over €90.

Creative days are on the way to you! After we pass your order to our International Courier we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the International Tracking website so you can follow the live tracking updates!

Where possible, we will update your tracking number to the local courier to enable you to track your package accurately.

If your order is being sent in 2 packages, you will receive 2 tracking numbers advising which items are in which package.

Haven’t received your shipping confirmation email yet? Be sure to check your spam folders. If you have not received your tracking number within 5 days, please contact us.

Think your order might be lost in transit or stolen? Although we quote accurate delivery estimates based on recent orders, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of ‘delayed’ delivery date.

If your item still hasn’t been delivered within 30 days, please contact us and we can launch an investigation.

Please note, depending on the local courier we may ask you to contact the local post office directly. This is the fastest way to resolve any issues as the package is in your name. 

After investigation, If your package has been confirmed lost or stolen, we will process a claim with the courier whch can take up to 30 days. We may require proof of loss from the courier depending on the situation.

If you choose not to purchase covered shipping, we are unable to guarantee a replacement for your lost or stolen item.

*Please note: Once we pass your order to our International courier your package is with a different provider. We completely understand delays are frustrating, however, once your order is with the courier, any issues need to be investigated by the International or local post. We can contact them on your behalf to resolve any issues, however the fastest way to resolve the issue is to contact the local post office directly. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If you purchase covered shipping, after our investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straightaway. If you choose not to purchase covered shipping, we are unable to guarantee a replacement for your stolen item.

Inspect your order upon receiving it and contact us within 48 hours at support@heypaparazzo.com if the product is damaged or you received the wrong item. After this time we cannot make a claim back from our courier partner.

We offer a 100% money-back guarantee on all products that are defective or damaged during shipping. Just let us know, and we will provide a replacement or refund as preferred.

Please note for damaged items you will require your photography or video skills. When contacting us please send a photo or video of the damage. This is not because we don’t trust you, but because we can make a claim with our fulfilment partner.

We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you. After 3 hours of placing the order we cannot guarantee it can be changed, so please be quick.

If your order has been shipped, don’t panic! However, you will need to contact the local courier directly to change the shipping address. However, this is not guaranteed and may incur additional fees which will be the responsibility of the customer.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

European customers: All fees are paid directly with our International courier in advance of it arriving in the EU. No additional fees will be paid by you and your package will not be delayed by customs.

UK customers: If you are a UK customer VAT is included in the price shown. You can see the breakdown on your receipt.

Rest of the world: We are not responsible for any custom fees or VAT once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and you may get custom & VAT fees when they arrive in your country.

Countries we are aware of that have charged customs fees for our products are:
- Indonesia