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Reimbursement Policy

Coronavirus-related disruptions

As the coronavirus spreads across Europe, governments and companies are taking steps to prevent a new outbreak. We would like to inform you about the measures taken by carriers regarding the status of their delivery services.

Our order pickers are experiencing the same stresses (childcare, time off work) as the rest of us in the face of the virus. Delays in delivery and processing of your claims are to be expected in the coming weeks.


All orders are prepared and shipped within 24 to 48 hours by our teams (except weekends and holidays)

Pajamas Universe provides deliveries in the following geographical areas: EUROPE, CANADA, DOM TOM.

For each order placed, you will receive a confirmation email and a second email with your shipping confirmation including your order tracking number.

During busy periods, the preparation of the order may take 72 hours or 3 working days.

The choice of the carrier as well as the price may vary according to the weight, the quantity, the availability of the products and the amount of the basket, as well as the country of shipping.


– By Colissimo (home delivery, collection point, post office, from 14 to 24 working days)

Some orders may be linked to several suppliers, the items are then sent separately.


The cost of delivery for an order inferior to $40 of purchase is $3,90 and above this sum this cost of delivery is cancelled. Pajamas Universe reserves the right to modify this cost in a short period of time or to cancel them. This modification does not require any prevention to the customers of the site.

In no case a third party can claim a refund of the delivery costs in place at the time of the purchase made. Information about shipping costs is indicated at any time in the upper part of any page of the site, as well as at the order confirmation stage.


Our refund policy lasts 14 days. If 14 days have passed since the receipt of the order, we unfortunately cannot offer you a refund or an exchange.

To qualify for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.

Items that cannot be returned:

* Gift Cards

To make a return, you must present us with a receipt or proof of purchase.

Please do not return your purchase to the manufacturer.

There are certain situations where only a partial refund will be issued: (if applicable)

* Any item that is not in its original condition, is damaged, or has some parts missing for reasons that are not due to an error on our part.

* Any item that is returned more than 14 days after delivery.

Defective item(s) received

If your order is delivered to you defective in whole or in part you can benefit from a return or a refund of the item(s) concerned. To do this, send us a message to the following email address: [email protected] , including a proof of payment (a screenshot of the confirmation email received when placing your order for example) and a photo of the items concerned. Please also specify in the message if you wish to return the defective items or rather a refund of the latter.

Order cancellation (if applicable)

Most orders are processed within 24 hours. If you wish to cancel your order for any reason, please email us at [email protected] .

A vast majority of in-stock items are processed and/or shipped within 24 hours, it is imperative that you contact us during this time so that we can attempt to cancel your order before it is processed and/or shipped.

No request to cancel your order can be considered if it has already been processed.

Replacement and voucher (if applicable)

1. Exchange your item for a different size/color.

Exchanges are only available for the same style size and/or color. Exchanging for a different product is strictly not allowed. We recommend that you return your original item for a refund and then place a new order for the product you want.

2. Refund details and vouchers

By default, the refund method is a credit note.

If you wish to receive a refund on the payment method used for your purchase, you must notify us by email at [email protected] . Orders that are exchanged or items returned/exchanged due to manufacturer defect will not incur a restocking fee. The fee will be applied to the original order and the balance will be refunded.

Only the final price paid (after any discount) will be refunded.

Discount codes or coupons cannot be reissued and are not refundable.

Refunds (if any)

Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also inform you of our decision on whether or not to approve your refund request.

If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original payment method, within a certain number of days.

Late or Missing Refunds (if applicable)

If you have not yet received your refund, please check your bank account again first.

Next, contact your credit card company as there may be a delay before your refund is officially posted.

Next, contact your bank. There is often a processing time required before a refund is posted.

If after completing all of these steps you have not received your refund, please contact us at [email protected] .

Exchanges (if applicable)

We will only replace an item if it is defective or damaged. If in this case you would like to exchange it for the same item, please send us an email at [email protected]


If the returned item was identified as a gift at the time of purchase and was sent directly to you, you will receive a gift credit equal to the value of your return. Once we receive the returned item, a gift certificate will be mailed to you.

If the item was not identified as a gift at the time of purchase, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift giver and they will know that you have returned the item.


You will be responsible for paying your own shipping costs to return your item. Shipping costs are not refundable. If you receive a refund, the return shipping cost will be deducted from it.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you are shipping an item valued over $75, you should consider using a shipping service that allows you to track the shipment or purchase shipping insurance. We do not guarantee that we will receive the item you return.

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