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CUSTOMER SERVICE
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Website or Online Order Enquiries

If you need any assistance with placing an order, if you have a question about paulinarobson.com or if you need any gifting advice, we will be happy to assist you. Just contact us through any of these systems and we will give you an answer as soon as we can: 

  • sales@paulinarobson.com
  • +56 2 2664 1465
  • Form


Free Shipping Worldwide

We offer a free shipping service worldwide for any of the products listed Online:

DELIVERY REGION

DELIVERY TIMES*

Southamerica and Central America 3-5 working days
Northamerica 4-6 working days
Europe 4-7 working days
Asia 5-10 working days
Rest of the World 5-10 working days

*These are expected delivery times, which depend strictly on the currier company. Please consider that during special seasons there may be some delay in the dispatch of orders, so try to put your order with extra time if possible. If you wish a paid express shipping service, let us know at sales@paulinarobson.com and we will check the available options for you at the time.

  

Pricing

Prices displayed on the website are quoted in U.S. dollars.

 

Taxes & Duties

When ordering goods from paulinarobson.com for delivery outside of Chile, your order may be subject to import duties and taxes which are levied once the package reaches your delivery country. Any additional charges for customs clearance must be borne by you and unfortunately we have no control over these charges and cannot advise what they may be. Customs policies vary widely from country to country, so for further information we advise you to contact your local customs office.

 

Insurance & Lost goods

Paulina Robson Handbags is responsible for the goods until the order has been delivered to the specified delivery address and we ensure all items are insured against theft and accidental damage at no cost to the customer. 
If you are worried that your goods have been lost at some point on their journey to you, please contact us to sales@paulinarobson.com within 28 days of placing your order. 
In the unlikely event your goods arrive in a damaged condition, or there is a discrepancy in the contents of an order you have received, please contact us to sales@paulinarobson.com within 48 hours of receipt of the delivery. You will also need to ensure that all original packaging is kept (both outer shipping packaging and internal contents). 

 

Product Availability

Please notice that all of our products purchased through paulinarobson.com are especially handmade for you, so you should consider a two weeks period for manufacture. Once your order has been shipped, you will receive an e-mail with shipping confirmation.

 

Acceptance of orders

We reserve the right to reject, for any reason, any order to purchase made by any person at any time. This might happen if an item is out of stock or we detect an error in price or description on our website, there is a difficulty in processing your payment information, among others

 

Description of goods

Whilst we try to ensure that the website contains accurate information, we can not guarantee nor (to the extent permitted by law) do we warrant in any way that the information on the website, including but not limited to descriptions and depictions of colors and styles, is up-to-date, complete, accurate, reliable or error-free. The color and texture of leather may vary. The beauty of our goods is that all bags are hand-made and therefore you are buying a totally unique item.

 

Packaging & Gifts

Your Paulina Robson order will arrive in our signature packaging and soft dust bag to ensure that the item is protected during its journey to you, and storage afterward. 
In addition, your order is delivered in discreet outer packaging, so no one but you will know what’s in the box. 
If your purchase is a gift, you can add a gift message during the checkout process and we will ensure no price details are included with the order if you ask us so. Please email us at sales@paulinarobson.com if you are sending an item as a gift so that we can send you the invoice separately.

For security reasons we are only able to issue refunds to the original purchaser of the gift and do not offer gift exchanges.

 

Our Returns policy 

Paulina Robson Handbags proudly stands behind the design and quality of our products. If for any reason you are not satisfied with your purchase, you may return it within 10 days of the merchandise receipt for store credit or exchange. Contact our team at sales@paulinarobson.com to arrange the return. The item must be returned in new and unused condition, and in its original packaging to assure store credit. We cannot accept any item for return or exchange, which bears an indication that it was used. There are absolutely no returns or exchanges on Customized items.

We recommend shipping returned merchandise via FedEx or insured parcel post for tracking purposes and that a customer request adequate insurance to cover the purchase price of the shipment. Paulina Robson Handbags will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled. We reserve the right to refuse return of any merchandise that does not meet the above return requirements in Paulina Robson’s sole discretion.

 

Paulina Robson Guarantee

Paulina Robson Handbags takes great pride in the design and craftsmanship of all its products. We seek to use only the finest materials and the highest manufacturing standards. We strive to make sure every item we sell is perfect, and it is a lifetime piece if they are properly taken care of, so please, pay close attention to the Product Care advices.

Light and shade effects, small markings or irregularities, are characteristics of the natural tanned leathers. We consider our items as unique pieces because of the unrepeatable texture of their natural leathers, so slight imperfections in these exotic skins are expected.

Our handbags carry a six months guarantee. In the unlikely event that a Paulina Robson product has a manufacture problem, we offer a repair or replacement service at no extra cost to you. 

We guarantee the authenticity of all products purchased through paulinarobson.com.
Paulina Robson products are crafted with the highest quality materials, design and workmanship. All Paulina Robson products are handmade in Chile.

 

Product Care

All types of leathers and other delicate materials, including hardware, suffer from humidity. Humidity, salt and atmospheric agents in general can cause permanent and irreversible wear and tear. Therefore, please avoid rain and direct contact with heat, oil, grease (makeup, lotions), alcohol (perfume, solvents) and other abrasive products, as Paulina Robson cannot assume responsibility for the eventual deterioration and mishandling of the product.

All materials are sourced for their exceptional quality and are tested extensively prior to sale. However, some natural materials may transfer color on to lighter materials. Avoid contact with any materials, which may transfer their color pigments on to the product. Always test any new cleaning product in a small and hidden zone of your handbag first. For stains removal, ask advice from a professional. We recommend to store your product in the protective bag when not in use. 

 

Intellectual Property

All materials contained on the website including but not limited to the text, images, names and logos identifying Paulina Robson goods and services or third parties and their goods and services are subject to various forms of intellectual property including but not limited to any copyright, design rights and trade marks that Paulina Robson and/or third parties is, are or may be entitled to. Nothing contained in these terms shall be construed as conferring by implication, estoppel or otherwise any license or right to use any trademark, patent, design right or copyright or other intellectual property right of Paulina Robson Handbags SpA or any third party.

 

Your Paulina Robson account

Creating a Paulina Robson account enhances your online experience. Benefits include:
  • Prefill your address on subsequent orders
  • Easily track your order statuses
  • View your Order History

You can create a Paulina Robson account when you are checking out, or through the “create account” page.