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Shipping & Return Policy
Returns Policy
At Paper Planes, we do our best to keep our customers happy with their purchases by letting them make an informed decision when placing an order. We highly encourage our customers to read all product descriptions they intend to buy before purchasing to avoid disappointment. Our customer service team is available to answer any questions at +971 58 575 2637 or email [email protected].
We offer free returns on products that do not meet your expectations within 14 days of the delivery date. The shipping and handling charges for international orders are not refunded. The custom duty applied on international orders is the sole responsibility of the customer and in case the order is returned, will not be refunded.
All returns are subject to routine inspection in our warehouse and will require 3-4 days to reach our warehouse for local orders and up to 10 days for international orders. Please be aware that some products will be subject to further inspection from the brand which will require additional days. You will be notified by email once the product has arrived at our warehouse and the status of your refund.
Refunds will be automatically processed in the original payment method within 10 working days. If you have paid using a gift card, the amount will be automatically credited to your gift card.
Refunds will not be permitted for purchases bought on sale after the last day of the applicable sale.
If a purchase was made on a product that included a promotional gift or ‘free gift’ the gift must be included in the return with the related product.
Non-Returnable Items
There are instances where we are unable to offer returns and exchanges on some items. These items include perishable products or products that cannot be sold again due to hygiene and safety.
Limited edition items
Hats and other hair accessories
Beds, beddings including bumpers and mattresses
Underwear
Toiletries
Gift vouchers or gift cards
Hampers with toiletries
Car Seats
Breast Pumps
Personalized items
Non-Returnable Opened Packaging Brands
Stokke
Stokke YOYO
UPPAbaby
Doona
Beaba
Mima
Skiphop
Childhome
Scoot & Ride
Oli & Carol
Angelcare
4moms
Ergobaby
Medela
Bibs
Diaper Genie
Done by Deer
Exchanges
- Items can be exchanged within 7 days of purchase, provided they are unused, in original packaging, and accompanied by a receipt or proof of purchase.
- Only one exchange per item is permitted.
Gift Vouchers
- Gift vouchers are valid for 12 months from the date of issue.
- Expired vouchers cannot be reactivated.
- Vouchers issued as part of an exchange or goodwill gesture are considered final sale and cannot be extended or reissued.
2 hour Delivery
- This is a free delivery service provided in the Emirate of Dubai except the following areas, which are beyond our delivery zone. Jebel Ali (all areas), Al Furjan, Discovery Gardens, The Gardens, DIP 1 & 2, Dubai South, Dubailand, Damac Hills 2, Town Square, Madinat Hind 4, Al Aweer, Arabian Ranches 3, Reem Development – Al Qudra Communities, Al Mizhar 1 & 2, Al Khawaneej 1 & 2, Muhaisanah 1, 2 & 3, Al Qusais 1, 2 & 3, and Al Mamzar.
- The service is available from Monday to Saturday for orders placed between 9 am and 1 pm.
- The service is applicable to the products listed or marked for 2-hour delivery. If there are products in your order that do not qualify for the 2-hour delivery, then the order will be delivered in parts. We will call to confirm if you wish to receive the order in parts or the entire order within 1-3 working days. Alternatively, you could mention your choice in the Order Notes.
- To ensure your order reaches within 2 hours, please provide the following while placing the order
a) Phone Number
b) Shipping Address
c) Location Pin
If either of them is missing, we will not be able to deliver in the 2-hour window. - Upon receiving your order, if you wish to request an exchange, we do not guarantee the exchange in the same or a new 2-hour window.
- Please expect delays or service interruptions due to unforeseen circumstances such as, but not limited to, traffic, road conditions, rain. Our team will keep you updated about the delivery.
Order Cancellations
If you have placed an order and wish to cancel it, please inform a member of our team via email at [email protected] as soon as possible to avoid the order cancellation fees. If the order has been dispatched from our warehouse, we strongly advise you to wait until you receive it and apply for a return without opening the product packaging or removing any seals or tags.
This policy may be changed from time to time at the discretion of Paper Planes.