Customer service
Customer service – Personal assistance with care at Papuchie
Do you have a question about your order, delivery or return? Our customer service will help you quickly and personally. As a small Belgian sole proprietorship, we stand for transparency, care and honest communication. Discover how we make your experience at Papuchie as smooth as possible.
Do you also deliver within Belgium?
Yes, we deliver within Belgium as standard. Shipping costs are always included in the price.
What are the shipping costs?
Shipping is free within Belgium, the Netherlands, Germany and Luxembourg. No hidden costs.
How long will it take for my order to arrive?
On average, delivery takes 2 to 7 business days. In exceptional delays, such as strikes or busy couriers, it can take up to 14 days. Holidays and weekends are not included.
What if my order did not arrive on time?
We depend on external couriers. On working days we process all orders correctly and actively follow up. We want nothing more than for your package to be delivered quickly.
Is there a Track & Trace number?
Yes, you will automatically receive an email with your personal Track & Trace as soon as your order has been shipped.
What if my Track & Trace doesn't work?
Give the system a few hours. If it still doesn't work after 24 hours, please email us, we will help you right away.
Do you also deliver abroad?
Yes, we deliver to the Netherlands, Germany, Luxembourg and France. Other countries on request.
What is the difference with Temu or AliExpress?
Our products are handmade, sustainable, child safe and produced locally or within Europe. No mass production, but real quality and care.
Can I choose a delivery date or time?
This is currently not possible. Deliveries are made on weekdays during office hours.
Can I change my shipping address?
Yes, as long as your order has not been shipped. Send an email to shop@papuchie.com as soon as possible.
How long do I have to return or exchange an item?
You have 14 days from delivery. Products must be unused and in original condition.
Can I return a used item?
Products may be tried on, but must be unused and undamaged for return.
What payment methods do you accept?
Bancontact, iDEAL, Visa, Mastercard, Klarna, PayPal and bank transfer — at no extra cost.
Can I also pay with a prepaid card or virtual wallet?
Yes, as long as it is through a recognized provider such as PayPal or a valid credit card company.
What are the customer service opening hours?
We are available Monday to Friday between 9am and 5pm. We usually reply within 24 hours.
Can I contact you via social media?
Yes, via Instagram (@papuchie_com) and Facebook (@papuchie). For quick help we recommend emailing.
Are you a large company?
No, Papuchie is a small one-man business in Limburg. Everything here is done with love, care and craftsmanship.
Are the products safe for children and pets?
Yes, our materials are free from harmful substances and meet European safety standards.
What are your company details?
Company number: 0552.875.155 VAT number: BE0552.875.155 Establishment unit: 2,230,500,152 Kruidenlaan 17, 3600 Genk, Belgium (Head Office).
Is your question not listed?
Email us at shop@papuchie.com or use the chat – we'll be happy to help you.