Frequently Asked Questions

Questions about my order:

• To be completed

  To be completed

• How do I get my invoice?

  Your invoice will be available in your customer area and order history.
  Log in, then find the order in question. Below the billing address you will have the option to download the invoice .

• How do I cancel/modify my order?

  Please contact our customer service at 01 69 11 24 41, or via our contact form, or at serviceclient@papo-france.fr
  Unfortunately, we will not be able to intervene if the shipping label for your order has been generated.

• What if my order is incomplete?

  You will need to take two photographs of the package. One showing the package as a whole (so you can see its condition upon delivery), and the other showing the shipping label containing your information.
  Then, contact our customer service via the online form , or by email at serviceclient@papo-france.fr .

• What if I received the wrong item?

  You will need to take two photographs: the first of the figurine received in error, and the second of the package as a whole, in order to note its condition upon delivery.
  Finally, contact our customer service via our contact form , or at 01 69 11 24 41, or at serviceclient@papo-france.fr .

• What should I do if my product arrives damaged?

  You will need to take one or more photographs of the damaged item, as well as the package as a whole. Finally, contact our customer service via our contact form , or at serviceclient@papo-france.fr .

My account

• How to create an account?

  To create your account on Papo, simply [ click here ] and fill in the requested information.
  
  You will not be asked for a password: an activation code will simply be sent to the email address provided to validate your account.
  
  Once your account is created, you will be able to:
  
  - view your order history,
  - access your invoices,
  - manage your personal information,
  - and easily track the progress of your deliveries.

• How do I reset my password?

  There is no password but a 6-digit access code that is renewed
  at each login and which is sent to the primary email address of the account.

• Can I change my delivery, billing, and email address information?

  You can modify all this information from your personal space by going to each of these sections. If you have any questions, or if you would prefer that we take care of it for you, simply contact us at serviceclient@papo-france.fr , or via our contact form .

My delivery

• Do you deliver internationally or to the French overseas departments and territories?

  We deliver throughout mainland France and Corsica. We currently do not offer delivery to the French overseas territories, Monaco, or abroad.

• What are your delivery times and methods?

  Our delivery times are 48 hours after the package is collected by our carrier Colissimo.
  You can choose between delivery to a relay point for €4.90, or to your home and letterbox for €7.90.
  

• How do I track my order?

  You can track your package from your order history. You'll find your package number and all the details of your package's journey.
  You will also find the tracking information in the package shipping confirmation email. We can also provide you with all this information if you contact us at serviceclient@papo-france.fr .   

My payment

• What payment methods are accepted?

  Here is our comprehensive list of accepted payments:
  Blue Card
  Visa
  Maestro
  MasterCard
  Paypal
  American Express
  Apple Pay
  Google Pay

• How do I know if my payment has been accepted?

  As soon as the payment is accepted, you will see a confirmation on the screen with
  your order number, as well as an email where you will find all the details
  of your purchase.
  You can also find the order from your purchase history.
  If you have any doubts, please do not hesitate to contact us at 01 69 11 24 41 or at
  serviceclient@papo-france.fr .

• How to use a promotional code?

  It applies to the step where you will need to indicate your payment method.
  Above the total amount you will see a field named “ Discount Code ”. Enter the code and click “ Validate ”.
  Offers, credits and promotional codes cannot be combined.

• Are payments secure?

  Our payments are completely secure through Shopify Payments.

• What is 3D secure?

  To ensure maximum security for payments made by credit card on our site, we use the 3D Secure protocol.
  This feature adds an extra layer of protection: when you pay, your bank may ask you to confirm the transaction using a specific code or authentication. This verification ensures that you
  you are the holder of the card used.

My returns and refunds

• How do I return an item or my entire order?

  You have the right to withdraw and 14 days to return your order or product to us for a refund. You must first send us a request at serviceclient@papo-france.fr .

• Who covers the return costs?

  If the error is ours (for example: incorrect quantity, different reference, etc.), we will cover the full return shipping costs. If you choose to return a product to us voluntarily, the return shipping costs remain your responsibility.
  Returned items must be in perfect condition, suitable for resale, and accompanied by their original label.

• How long does it take to get a refund?

  The refund will be issued to the payment method you used to make your purchase. Once the refund is issued, the bank transfer will take 24 to 48 hours to complete.

Questions about Papo products:

• Where are Papo products made?

  All of our hand-painted figurines are highly detailed and astonishingly realistic. Each figurine is designed and created in France to be manufactured with a constant focus on quality. PAPO is unanimously recognized for the attention to detail in each of its creations.

  Whether made in China or Portugal, all our figurines are of course designed in compliance with international safety regulations and are tested by approved laboratories.

  PAPO places the safety of its products at the heart of its priorities and this aspect is taken into account from the earliest stages of design.

• How to recognize a Papo figurine?

  Our figurines bear the Papo engraving and the country of origin of the product.

  All our products for the European market bear the European Union's CE mark. This label indicates that Papo guarantees that its products comply with the European Toy Safety Directive.

  Also, upon purchase, each figurine has a label from the brand.

  PAPO places the safety of its products at the heart of its priorities and this aspect is taken into account from the earliest stages of design.

• What materials are the products made of?

  Papo figurines are made of PVC, phthalate-free and compliant with European and American standards.

  Papo Baby 1st Age products are made of 100% natural rubber and food-grade paint. They offer real safety for the child. Their soft, supple texture is reassuring for baby. They contain neither bisphenol A nor phthalates and are therefore safe to chew on. The one-piece design prevents water from entering the interior and prevents the buildup of bacteria.

• What type of paint is used to paint the figurines?

  The paints used for Papo figurines are created from pigment blends. All materials used are tested by accredited laboratories, and our paints comply with the current REACH (European regulation in force to secure the manufacture and use of chemical substances in European industry).

  Our figurines are manufactured in compliance with international safety regulations.

  Papo Baby figurines are painted with food-safe paint to provide real safety for the child.

• From what age can my child play with the figurines?

  The CE marking on the toy means that the manufacturer certifies that its product meets regulatory safety requirements. It is a sign that conformity assessment procedures have been applied.

  Beyond this marking, our figurines or environments are accompanied by appropriate labeling including warnings intended to draw the attention of young users (or those responsible for supervising them) to the risks inherent in certain products.

  For example, the 0-3 years pictogram is a warning and not just a recommendation, because small parts can pose a choking hazard.

  The mention of a recommended age on the toy or packaging allows you to guide your choice by purchasing a product suitable for the child.

Miscellaneous questions and support:

• What to do if a product is defective?

  Papo delivers goods that comply with the criteria set out in Article L. 217-5 of the French Consumer Code. It is liable for any lack of conformity existing at the time of purchase of the product, which appears within two years of this purchase.

• I have some ideas to share with you for your next figurines, how can I get them to you?

  You can send us your suggestions by clicking on the following link: https://www.papo-france.com/fr/nous-contacter and selecting the suggestion box subject. We look forward to hearing from you!

• What should I do if I can't log in even though my account has been created?

  There are two reasons why an identification incident may occur:

  1. The email address you provided is different from the one you registered when you created your account. Do you have multiple email addresses? Try using each one!
  2. You have entered an incorrect password. In this case, simply click on "Forgotten your password?" to reset your password.

Contact us

• How to contact us?

  If you have any questions, you can contact us here .