Delivery
Fast and reliable delivery to your address or a pickup point in Bulgaria and Romania.
Returns and exchanges
Return a product within 14 days or request an exchange online.
Frequently Asked Questions
Orders
How do I place an order?
How do I place an order?
You can quickly and easily place an order in our online store either by creating a customer account or by checking out as a guest.
If you'd like to create an account, click the account icon on our website. A customer account allows you to track your orders more easily and save your information for future purchases.
Once you've selected the product you'd like to buy, open its product page. Choose your preferred color, size, and quantity, then click "Add to Cart." After adding the product, you can continue shopping or proceed to checkout by clicking "View Cart" or "Checkout."
In your cart, you can review the selected items, update quantities, or remove products before completing your purchase. Next, enter your shipping details, contact phone number, and email address, then choose your preferred shipping and payment methods.
Before placing your order, carefully review all the information you've entered, the selected products, and the total amount. Once everything is correct, click "Place Order" or "Pay Now," depending on your selected payment method.
After your order has been successfully placed, you will receive a confirmation email containing your order details, order number, and shipping information.
If your order status changes, you will be notified by email or phone whenever necessary.
How can I cancel my order?
How can I cancel my order?
Once an order has been placed, it cannot be modified or cancelled. If the product does not meet your expectations, you may return it within 14 days of receiving it.
When will I receive my order?
When will I receive my order?
All products you order are usually delivered within 24 hours after the status "Processing" /except Sundays and public holidays/ within Bulgaria.
What do the order statuses mean?
What do the order statuses mean?
Below are the most common order statuses used in the Paolo Botticelli online store.
Unprocessed
Your order has been successfully received but has not yet been processed by our team.
Awaiting Payment
Your order has been created, but payment has not yet been confirmed. If your selected payment method requires additional action, please complete your payment within the specified timeframe.
If payment is not received, the order may be cancelled automatically.
Processing
Your order is currently being processed. At this stage, we verify product availability, prepare your items, and arrange shipment.
Awaiting Warehouse Transfer
The ordered product may be located in another warehouse or retail location. In this case, additional time is required to transfer the item.
The estimated processing and preparation time is 2–3 business days.
Ready for Shipment
Your order has been processed successfully and handed over to our logistics team. The parcel is being checked, packed, and prepared for courier collection.
Shipped
Your order has been handed over to the courier, and a tracking number has been generated. Tracking information will be provided as soon as it becomes available.
Delivered
Your parcel has been successfully delivered to your specified address or collected from the selected pickup point or parcel locker.
Cancelled
Your order has been cancelled. This may happen due to unsuccessful payment, at your request, or if we are unable to fulfill the order.
Once cancelled, an order cannot be reactivated. If you still wish to purchase the items, you will need to place a new order.
Partially Fulfilled
Some items in your order have been processed or shipped, while others are still being prepared or cannot be fulfilled.
In such cases, you will receive additional information by email or phone.
Returned (Fully or Partially)
Your returned product has been received and processed by our team. Once its condition has been verified, the refund process will begin where applicable.
Refunds are typically reflected in your account within 10 business days, depending on your bank and the payment method used.
Refused / Undelivered
The shipment has been returned to us because it was not collected or was refused upon delivery.
If you are still interested in the products, you can place a new order through our online store.
How can I check the status of my orders?
How can I check the status of my orders?
To view your order status, log in to your customer account and open the "My Orders" section. You can also check the order updates sent to your email address.
Return and Exchange
What is your return policy?
What is your return policy?
How do I request a return?
How do I request a return?
If you have a customer account, you can request a return directly from your order history by selecting the product and specifying the reason for the return.
If you placed your order as a guest, please contact our team through the "Contact Us" page.
Can I exchange a size or model?
Can I exchange a size or model?
Yes. Contact our customer support team, and we will assist you with an exchange, subject to product availability.
When will I receive my refund?
When will I receive my refund?
Once we receive and inspect your returned product, we will notify you of the outcome.
If your return is approved, your refund will be issued to the original payment method or, where applicable, to your bank account.
Which products cannot be returned?
Which products cannot be returned?
We do not accept products that show signs of use, have been damaged by the customer, or are returned without their original packaging and tags.
Payment
What payment methods do you accept?
What payment methods do you accept?
You can pay by credit or debit card, Apple Pay, Google Pay, or Cash on Delivery.
Is card payment secure?
Is card payment secure?
Yes. All payments are processed through secure and certified payment systems.
Can I receive an invoice?
Can I receive an invoice?
Yes. If you require an invoice, simply enter your billing details during checkout.
Size Guide
How do I choose the right size?
How do I choose the right size?
On each product page, you will find a size guide to help you choose the most suitable size.
I can't find the size I want. What should I do?
I can't find the size I want. What should I do?
If a particular size is unavailable, it is currently out of stock. You can check back later for availability or contact our customer support team for more information.
Customer account
Why should I create a customer account?
Why should I create a customer account?
A customer account allows you to check out faster, access your order history, manage your shipping addresses, and save your favorite products.
How do I edit my addresses?
How do I edit my addresses?
You can add, edit, and delete your shipping addresses directly from your customer account.
Can I request a return from my account?
Can I request a return from my account?
Yes. Open the relevant order, select the product you wish to return, and submit your return request directly from your account.