Last updated: 17 November 2025
These general terms and conditions of sale (hereinafter the “T&Cs”) govern, without restriction or reservation, all sales of products of the Papo brand (hereinafter the “Products”) made on the website www.papo-france.com (hereinafter the “Website”) to consumers, that is, natural persons of legal age having full legal capacity and acting for strictly personal purposes, with no direct link to a professional activity.
The T&Cs apply to orders delivered in mainland France (including Corsica and Monaco), Germany, Belgium, Italy, Spain and Portugal.
Any order implies full and unreserved acceptance of the T&Cs in force on the date of the order.
SAS PAPO LA MAISON DES FIGURINES, a simplified joint stock company (SAS) with a share capital of 60 000 €
Registered office: 2-6 Rue du Velay - ZI La Petite Montagne Sud - CE. 1829 - 91018 Evry Cedex - France
Registered with the Paris Trade and Companies Register (RCS) under number 328 524 988
EU VAT number: FR 74 328 524 988
Telephone: +33 (0)1 69 11 00 34 – E-mail: serviceclient@papo-france.com
Website hosting provider: OVH – 12 rue Kellermann, 59100 Roubaix – France
Website: www.ovh.com
EPR schemes (Extended Producer Responsibility)
The Products offered are described as accurately as possible by means of product sheets (essential characteristics, dimensions, materials, recommended age, safety warnings, etc.). Photographs are not contractually binding. Papo reserves the right to modify the offer and/or the non-essential characteristics of the Products at any time, without being required to modify Products already delivered.
Safety warnings: some Products may not be suitable for children under 3 years of age (presence of small parts). The Customer undertakes to comply with the instructions and warnings appearing on the packaging and on the Website.
Product offers are valid for as long as they are visible on the Website and subject to stock availability. In the event of unavailability after the order has been placed, Papo will inform the Customer by email as soon as possible; the Customer may then choose: (i) an equivalent Product (quality/price); or (ii) a refund of the price paid, made no later than 14 days following cancellation of the order.
Prices are indicated in euros, all taxes included (incl. VAT). They do not include delivery costs, which are indicated before final validation of the order. Papo may change its prices at any time; the Products are invoiced at the rate in force at the time the order is recorded.
In the event of a manifest pricing error, Papo will contact the Customer for confirmation. If the Customer refuses the corrected conditions, the order will be cancelled without charge.
Placing an order may require the creation of a secure customer account (login and password). The Customer is responsible for keeping their login details confidential and for the accuracy of the information provided. In the event of loss or misuse, they must inform Papo without delay.
The Customer selects the Products, adds them to the cart, checks the details of their order (prices, quantities, charges and taxes), takes note of the T&Cs and accepts them, then proceeds to payment. The “double-click” (validation of the cart and then confirmation after entering bank details) constitutes an electronic signature and is deemed to be an irrevocable acceptance of the order.
Papo reserves the right to refuse any order that appears unusual or is suspected of being fraudulent (abnormally high quantities, inconsistencies, etc.).
The sale is concluded when the order confirmation is sent by email to the Customer.
Payment is due immediately upon ordering, in euros, by the following means: bank cards (CB, Visa, Mastercard) via a secure payment page (SSL/TLS protocol) – PayPal – Apple Pay – Google Pay.
Payment is processed via the Shopify Payments solution (integrated by Shopify), in partnership with Stripe (or any other authorised provider), a licensed payment institution or acquirer authorised to operate in France.
Papo reserves the right to refuse or cancel an order in the event of a payment incident, fraud or attempted fraud. Amounts paid do not constitute deposits or down payments.
Emails and IT logs kept by Papo and/or by the payment service provider are deemed to be evidence between the parties. The Customer is invited to save and/or print their order confirmation and invoice.
Areas served: mainland France (including Corsica and Monaco, excluding overseas departments and territories – DROM-COM), Germany, Belgium, Italy, Spain, Portugal.
Carrier: Deliveries are made by Colissimo (La Poste).
Delivery methods available:
Indicative delivery times:
A tracking number is sent by email when the order is dispatched.
Delivery charges:
The indicated delivery times are provided for information purposes by the carrier and may vary depending on the period (high activity, holidays, sales, weather conditions, etc.).
In any event, in accordance with Article L.221-15 of the French Consumer Code, Papo remains fully liable to the Customer for the proper performance of the obligations resulting from the contract. However, Papo may be exonerated from all or part of its liability by proving that the non-performance or improper performance is attributable either to the Customer, or to the unforeseeable and unavoidable act of a third party to the contract (for example a carrier faced with an exceptional external event), or to a case of force majeure.
Unless otherwise stated at the time of the order, Papo undertakes to deliver the Products no later than 30 days after the order. In the event of a delivery delay compared with the agreed date or period, the Customer may ask Papo in writing (email or letter) to deliver within an additional reasonable period. If the Products are still not delivered at the end of this new period, the Customer may cancel the order and obtain a full refund of all sums paid (Products and standard delivery costs), without undue delay and no later than 14 days following cancellation.
The Products are delivered to the address entered when placing the order. In the event of an incomplete or incorrect address, redelivery or a possible return may lead to additional delays.
On receipt, the Customer must check the condition of the parcel. In the event of an apparent anomaly (damaged/open parcel, missing/broken product), they must make clear and precise reservations on the carrier’s delivery note or refuse the parcel, then inform Customer Service within 3 days (excluding public holidays), with photos attached. Failure to make immediate reservations or to report the issue within this period does not affect the Customer’s legal rights, in particular the 2-year legal guarantee of conformity and the guarantee against hidden defects.
The transfer of risk occurs upon physical handover of the Products to the Customer or to the designated third party.
In accordance with Articles L.221-18 et seq. of the French Consumer Code, the Customer has a period of 14 calendar days from receipt of the Product(s) to exercise their right of withdrawal, without having to give any reason for their decision.
Notification: the Customer informs Papo of their decision by an unambiguous statement:
PAPO – Service Retours
2-6 rue du Velay
ZI La Petite Montagne Sud – CE 1829
91018 Évry Cedex – France
The Customer may use the following template:
I hereby notify you of my withdrawal from the contract for the sale of the following Product(s): [references]
Order no.: [ ] – Ordered on: [ ] – Received on: [ ]
Name/First name: [ ] – Address: [ ] – Email: [ ] – Telephone: [ ]
Date: [ ] – Signature (if sent by post)
Return: no later than 14 days after notification, to the following address:
PAPO – Service Retours
2-6 rue du Velay
ZI La Petite Montagne Sud – CE 1829
91018 Évry Cedex – France
The Products must be unused, complete, in their original packaging (accessories, instructions) and properly protected.
Return costs: borne by the Customer, except in the event of an error by Papo or proven non-conformity.
Papo provides the Customer, on request, with a prepaid Colissimo return label. In this case, a flat-rate amount corresponding to the return costs will be deducted from the refund.
The Customer may also choose to return the Product by their own means and at their own expense, using the carrier of their choice.
Refund: In the event that the right of withdrawal is exercised, Papo refunds the price of the returned Product(s) as well as the initial standard delivery costs (corresponding to the least expensive delivery option offered).
Example: if the Customer chooses a more expensive delivery option (for example Colissimo Home at €7.90) when a cheaper standard option was available (for example pickup point at €4.90), Papo will refund the delivery costs up to the amount of the least expensive standard method, i.e. €4.90 in this example.
The return costs remain borne by the Customer, except in the event of an error attributable to Papo or a defective Product. Where the Customer chooses the Colissimo return label provided by Papo, a flat fee of €8.00 incl. VAT is deducted from the refund.
The refund is made using the same means of payment as used at the time of the order, no later than 14 days from the actual receipt of the returned Products or the provision by the Customer of proof of dispatch.
The Products must be returned (i) undamaged and (ii) complete (accessories, instructions, etc.). The Customer may handle the Product only to the extent necessary to establish its nature, characteristics and proper functioning. Papo may apply, if necessary, a reduction corresponding to the depreciation resulting from handling beyond what is necessary for such verification, in accordance with Article L.221-23 of the French Consumer Code.
In the event of a non-conforming, incomplete or defective Product, the Customer contacts Papo’s Customer Service (SAV):
PAPO – SAV
2-6 rue du Velay
ZI La Petite Montagne Sud – CE 1829
91018 Évry Cedex – France
Please indicate: Product reference, batch number, description of the issue, missing parts (if applicable) and photos.
These T&Cs do not affect the statutory warranties from which the Customer benefits:
Legal guarantee of conformity (French Consumer Code)
These T&Cs do not affect the statutory warranties from which the Customer benefits:
Legal guarantee of conformity (French Consumer Code)
You benefit from the legal guarantee of conformity for 2 years from delivery of the product.
In the event of a lack of conformity, you are entitled, free of charge, to have the product brought into conformity by repair or replacement.
This bringing into conformity must take place within 30 days of your request and without major inconvenience to you.
If repair or replacement is impossible, cannot be carried out within 30 days, causes you major inconvenience, or if the defect persists, you may obtain a price reduction or termination of the sale with a full refund.
Defects that appear within 24 months of delivery are presumed to have existed at the time of delivery, unless proven otherwise.
When the product is repaired under the legal guarantee of conformity, this guarantee is extended by 6 months.
If, at your request, the product is replaced, a new 2-year legal guarantee of conformity period begins from delivery of the replacement product.
The legal guarantee of conformity applies independently of any commercial warranty that may be granted.
Legal guarantee against hidden defects (French Civil Code)
You also benefit from the guarantee against hidden defects. If the product has a hidden defect that makes it unfit for its intended use (or that so significantly reduces this use that you would not have bought it, or would not have bought it at this price), you may return the product and obtain a full refund, or keep it and obtain a price reduction.
Papo cannot be held liable for the non-performance or improper performance of the contract due to the Customer, to the unforeseeable and unavoidable act of a third party, or to a case of force majeure within the meaning of Article 1218 of the French Civil Code (in particular: pandemic, strikes, floods, fires, cyber-attacks, interruption of the Internet, administrative measures, etc.).
Use of the Website requires equipment and Internet access under the Customer’s responsibility. Papo does not guarantee the absence of interruptions (maintenance, updates).
Papo remains the exclusive owner of all elements protected by intellectual and industrial property rights attached to the Products and the Website (trademarks, designs and models, photographs, videos, texts, logos, etc.). Any reproduction, representation or exploitation, in whole or in part, without prior written authorisation is prohibited and may give rise to legal action.
Papo retains ownership of the Products until full payment of the price, principal and ancillary costs. The transfer of risk occurs upon delivery, as defined in Article 10.
In the context of orders and use of the Website, Papo processes personal data in accordance with its Privacy Policy available at https://papo-france.com/policies/privacy-policy.
Data controller: PAPO SAS – Dedicated contact for personal data: serviceclient@papo-france.com
Rights (GDPR/CNIL): right of access, rectification, erasure, restriction of processing, objection, portability, instructions concerning data after death, withdrawal of consent.
Exercising your rights:
PAPO – Service client
2-6 rue du Velay
ZI La Petite Montagne Sud – CE 1829
91018 Évry Cedex – France
Complaint: CNIL, 3 place de Fontenoy, TSA 80715 – 75334 Paris Cedex 07.
The data are intended for Papo and its service providers (payment, logistics, hosting), which are subject to confidentiality and security obligations, and are kept for periods proportionate to the purposes and legal requirements.
The Website may contain links to third-party websites. Papo has no control over these websites and declines any responsibility for their content/terms of use. No link to the Website may be created without Papo’s prior written authorisation.
Opening hours: Monday to Friday, 9am–12pm / 2pm–5pm (excluding public holidays).
Telephone: +33 (0)1 69 11 24 41
Email: serviceclient@papo-france.com
Postal address:
PAPO – Service client
2-6 rue du Velay
ZI La Petite Montagne Sud – CE 1829
91018 Évry Cedex – France
In accordance with Articles L.612-1, L.616-1 and R.616-1 of the French Consumer Code, every consumer has the right to use a consumer mediator free of charge with a view to the amicable resolution of a dispute with PAPO, provided that (i) they have previously submitted a written complaint to [customer service email address or postal address], and (ii) no amicable solution has been found.
The consumer mediator competent for PAPO is:
CM2C
49 rue de Ponthieu - 75008 PARIS
Tel: 01 89 47 00 14
Website: https://www.cm2c.net/declarer-un-litige.php
Email: litiges@cm2c.net
The consumer may refer the matter to the mediator via the website indicated above.
Consumer mediation is free of charge for the consumer. The mediator may only be contacted if the complaint is less than one year old.
These T&Cs are governed by French law. In the absence of an amicable agreement, the French courts have jurisdiction in accordance with the rules of the French Code of Civil Procedure (place of the Customer’s domicile or place of effective delivery). The language of the contract is French.
Papo may amend these T&Cs at any time. The applicable T&Cs are those accepted by the Customer on the date of the order. If any provision of the T&Cs is found to be null, illegal or unenforceable, the other provisions shall remain in full force and effect.