Shipping & Returns
International Shipment
We can ship to virtually any address in the world. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose, shipping date estimates may appear on the shipping quotes page. Normally, it takes about 4-7 working days for shipping by Express (e.g. FEX, DHL, TNT, UPS and S.F express). For Pre-order items, it takes about 7-14 working days for shipping. Some Pre-order items would have a specific estimated delivery schedule. Please see the delivery details in the product description section.
Shipping Rates
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full 0.5 pound.
Order Confirmation
You should receive an email confirming your order shortly after you’ve placed it. If you don’t receive that email, please check your spam folder and see if you can locate it. This is especially important because, if you haven’t received the order confirmation email, you also won’t receive the email with your shipment notification and tracking information.
Local (Hong Kong) Delivery Time
We ship items out as soon as possible, but this will not always be the same day as your order. In general, please add 4-7 business days to allow for processing time. For Pre-order or customised items, it takes about 7-14 working days for shipping. Some Pre-order items would have a specific estimated delivery schedule. Please see the delivery details in the product description section.
RETURN & EXCHANGE POLICY
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You may return any unopened and unused product purchased on Papery Online Store within 14 days from the date you received it for exchange to another product of the same value or for a refund of the original purchase amount. Initial and return shipping costs, taxes and duties will not be refunded. A Returns Processing Fee of US$5 will be applied and deducted from your refund for all returns.
All returns must be accompanied by a Return Authorization Number (RAN), which can be obtained by sending us a message via our Contact Us page, advising us of your order number (found in Order History in “My Account”), along with the name of the item purchased and detail return or exchange reasons.
The product returned must be received back to us within 10 days from receiving the RAN. Returns outside 10 days from receiving RAN may be accepted at the sole discretion of Papery.
Once we receive your return, please allow up to four weeks for processing. However, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Items that are not returnable will be marked as “NON-RETURNABLE” in the product page. Any other items returned, without its original plastic wrap, or having been used or damaged will not be refunded. “Free” products received as part of a promotional offer items or giveaway does not qualify for either a refund or a credit if returned.
If you received an incorrect item or an item does not function properly, please Contact Us within 5 days of purchase to discuss your situation. We will pay the return shipping costs if the return is a result of our error. Please note that we may request for you to email/ send us pictures or video of the damaged or defective items.
INITIATING A RETURN
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Contact us for a return numberWe suggest that if you are using our packing material to return the item that you double-check that it is closed securely. Please note that papery.art cannot be held responsible for damage to products that occurs from improper packing.
The original shipping fee is not refundedWe completely understand if you didn't like the item or you accidentally ordered the wrong item. Unfortunately, we cannot refund the shipping fee on any return.
Package Refusal PolicyIf you refuse your shipment, US$20 will be deducted from your refund. We are not responsible for lost or stolen packages en route to us. Policies are subject to change.
Please contact our Customer Service Team regarding questions about our Returns Policy.