Place an order

How do I place an order ?

Once you have chosen a product, click on the “Add to Cart" button to add this product in your shopping bag. You may then decide to continue shopping for other products and add them to your shopping bag (subject to availability and quantity limits) or proceed to “Checkout”. You may also remove one or several products you have selected in the Shopping Bag by clicking on the cross.

You will then be invited to log in your account on the website. If this is your first order on our website, you will first need to create a customer account and provide the personal information necessary to process the order and the delivery of the product(s).Then, complete your order by selecting a delivery mode, delivery address and billing address. You will be invited to review the selection of products, the total price (including delivery costs and taxes) and information regarding the delivery. At this stage, you will be able to correct any errors and/or modify your order.

When you have completely reviewed your order, first check the box next to “I have read and accept the Terms and Conditions” to indicate your agreement to be bound by these Terms of Sale and then,click on the “Place order now” button to place your order. Follow the instructions on the secure payment server in order to pay.


Can I place an order over the phone with the customer service or with a store sales team ?

Of course, it is possible to place an order over the phone by writing us an email : serviceclient.eshop@pauleka.com. If you would like to purchase an item that is not available on our website but in on of our stores, we advise you to contact the store to place your order. However, please note that their terms and conditions differ from an online purchase. The shipping fees will be at your charge. If you need more information, please, contact the store direclty.


What happens after I place an order ?

You will receive a confirmation email with the details of the order. Once your order is dispatched you will receive another email with the details of the delivery and a tracking number. These emails will be sent to the email address provided in your Customer Account.
The emails will contain an order number assigned by Paule Ka. Please make sure that you save this number for any future enquiries regarding your order.


Why haven't I received my order confirmation email ?

If you haven't received any email from us after placing an order, we advise you to first check your spam folder. If you still don't find any confirmation email this may be due to a temporary communication problem in the network or to a spelling mistake in the email address. In both cases, you are advised to contact our Customer Service.


Where can I find the details of my order ?

The details of your order and your previous orders if any, will be available in the section “My Orders” of your Customer Account.


What are you terms and conditions ?

Please refer to our sales conditions here.


Is it possible to cancel or change my order ?

It is not possible to cancel or change your order after this order is dispatched. If you would like to cancel or change it before the shipment we advise you to contact us as soon as possible. Be sure to mention you order number.


Can I claim a tax refund on my online purchase ?

No, online purchases cannot be recovered through the VAT Retail Export Scheme.


Can I log in on my old Paule Ka account on the new Paule Ka website?

For technical reason, you cannot use your old Paule Ka account on the new website for now. Please create a new Paule Ka account to place your order. We are doing our best restore the access to your account as soon as possible.