FAQ

ACCOUNT & CONTACT

Creating an account with us is easy and free. To create an account, follow the quick step-by-step by clicking here.

You can retrieve your username and/or password online. Click here to start the retrieval process. If you still need assistance please email us with your name and e-mail: info@papiliokids.com.

Please be assured that we consider all the information you share with us totally private and confidential. For details please read our Privacy Policy.

Please take a look at our Contact Us section for more information.

PRODUCTS

You can look for an item by typing in the product name/code into the ‘Search’ box at the top of our website. Alternatively you can filter by category using the tabs at the top of the page.

Yes, you can find our Size Guide on every product page under item description.

If you would like more information on any of our products, please contact us and we will be happy to assist you.

ORDER

All PapilioKids products are manufactured in Europe and shipped to our warehouse in Canada. After your parcel has arrived to us, it takes a few days for our department to process and send it to you. Usually, we ship 2-8 weeks from receipt of your order. Please click here for a detailed shipping information.

We send an e-mail confirmation for every order. You should receive this within one hour. This is due to the fact that the payment needs to be approved by your payment provider.

If you didn’t receive an email,please contact us to make sure your order was processed correctly.

As soon as your order has been shipped, you will receive a dispatch email with your tracking number. You can track your package via Canada Post.

In the interests of protecting your privacy, we are unfortunately unable to place orders over the phone. But you can Email your order to info@papiliokids.com. Be sure to include the following information: name, billing/shipping information, phone number, style number, quantity, color, size, additional options and comments.

Please contact us immediately. If your order has not been shipped we might be able to change the delivery address. However, we cannot guarantee that. Please be aware that it is your responsibility to provide the correct information when placing the order.

Once your order has been completed and confirmed, it cannot be cancelled, updated (add/remove items/coupons) or changed as we begin processing it immediately. You will need to make a new order if you wish to purchase further items. We apologize for any inconvenience and will do our best to assist you. Please view our Return & Exchange policy for more information.

PAYMENTS & PRICES

Once you have found an item you wish to purchase, select the size you require and click ‘Preoder’. You can continue shopping and adding items to your ‘Shopping Cart’ or go straight to ‘Checkout’. Once you are happy with the items and ready to purchase, click ‘Proceed to Checkout’. Fill in your address information and choose how you wish to pay. Continue through to the payment process to confirm your order.

We accept Visa, MasterCard and American Express credit cards. You can pay through PayPal as a guest using your credit/debit card or through your PayPal account.

We currently accept payment in Canadian Dollars only. Your credit card company will calculate the exchange rate automatically.

All products are shipped from our warehouse in Canada. Please be aware that customs fees may apply when you are ordering to a country outside of Canada. Please check with your local customs office for more information.PapilioKidscannot control and take responsibility for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance.

Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.

If you have a discount code that does not work, please contact us so we can help.

It is very difficult for us to know if and when something will go into sale. As a result we are unable to refund the difference if an item goes down in price after you have made a purchase.

Payments through PapilioKids are 100% private and secure. All your information is protected behind encryption technology known as Secure Sockets Layer protocol (SSL).

We are required to collect sales tax for all Canadian orders. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You should contact your customs office for specific amounts and percentages.

There are several reasons that your card may be declined:

  • You may have entered your credit card information incorrectly
  • You may have entered the incorrect CVV code
  • Your bank may limit the number of transactions or total amount that can be spent online in a certain period of time
  • Your bank may have rendered your card invalid due to fraudulent looking purchases elsewhere
  • There are not enough funds available to process the transaction

Please double check the information that you are entering and contact your Credit Card Provider or Bank if the issue persists.

RETURN& EXCHANGE POLICY

We accept returns on items within 20 days of the shipped date as long as the return policy is followed. For details please read the PapilioKids Return & Exchange Policy.

Please be sure to read and understand our Return & Exchange Policy prior to sending your package to us or call/email us if you have any questions to be sure there will be no problems with your return/exchange item.

DELIVERY

Detailed shipping information can be found here.

You may also choose to pick-up your online order from Papilio Boutique, the official representative of Papilio Fashion House in North America, located on 1072 St Clair Ave West, Toronto Ontario M6E1A5, free of charge.

Please note that our physical location is operating by appointments only; please contact us to arrange an appointment with one of our representatives before visiting.

SUBSCRIPTION &TECHNICAL ASSISTANCE

To sign up for promotional offers and emails from PapilioKids, please enter your email address in the "sign up for email exclusives" box. You may need to add to your accepted list of email addresses and verify that your firewall or spam filter will allow correspondence from that address.

To unsubscribe from receiving future marketing emails from PapilioKids, please enter your email address below and click submit. Please note, unsubscribe requests take at least 48 hours to process. You may still receive transactional messages regarding your online purchases or account.

If you are having technical issues with our website or believe there may be an error, please call 1-647-748-1908 and a Customer Service Representative will be happy to assist you.