FAQ - Returns & Exchanges
Find quick answers to your questions below - if you need additional assistance, please contact us.
What is your return policy?
If there is a problem with your order, please call or email us, and we will do everything we can to make it right. If you would like to return or exchange something in your order, you may return it in its original condition and packaging within 30 days of purchase for an exchange or refund. If a product was damaged in transit, please contact us within 3 days of receipt.
You are responsible for all shipping fees, unless the product was damaged or we made an error with your order.
Restocking fees: We do not charge a restocking fee for returns except in the following situations: For pans 36 inches and larger, we charge a 5 percent restocking fee, so please evaluate your needs carefully! Also, if a return is received without an RMA# or without the original packaging, or if it is shipped to the wrong location, we will charge a 10 percent restocking fee, so please follow our return instructions below.
Returned items must include all instructions and original packaging and must be very securely packed to protect the merchandise. You will need to use additional padding so there is absolutely no movement in the box (shake it once closed). Please contact us if you need packing guidance.
Note that if we receive a returned item with damage or in un-sellable condition, we cannot offer a refund or exchange. We recommend insuring the package or using a method that allows for tracking to ensure arrival.
How do I return or exchange a product?
FIRST, notify us by phone or email before returning a product so we can provide you with an RMA number.
SECOND, download, print and complete the Merchandise Return From: .doc or .pdf
THIRD, include the Merchandise Return Form with the returned item and ship to:
La Paella / Returns
43-20 35th Street
Long Island City, NY 11101
If you have any questions, please call our customer service department at 718-507-1620.