FAQ
Delivery & Shipping
How long does delivery take?
We will process your payment, carefully pack and send your order out within 2 to 5 business days. The postage service we use indicates that for international delivery, shipping takes between 5 to 12 business days.
As with every international shipping courier, doorstep delivery time depends on the efficiency of your local postal service and customs.
*November & December is a particularly busy period for us due to a high quantity of orders. As such, we expect shipping and delivery times to take longer than usual. However, please be assured that we are doing our best to process your order and we seek your understanding and patience on this.
Can I get it delivered earlier?
The most cost effective line of shipping for the quick delivery times we offer is through the shipping carrier we offer.
If you are looking to opt for priority shipping, kindly contact us via hello@papergleam.com. We'll be able to assess your order and advise you better on the costs and estimated delivery times.
How much is shipping?
We deliver worldwide using express tracked shipping at a flat rate of $2.99 USD. However, if your order exceeds $30 USD, we provide express tracked shipping for free!
Why hasn't my order arrived?
After we ship your order, you will receive your shipping confirmation email along with a tracking number within 24 hours. We ship all our orders with tracking numbers so our customers can monitor the location of their package at all times. However, we seek your understanding and patience as sometimes, due to customs or other hiccups, delivery may take longer than expected. These are some things to take note of while you await your package:
Delivery date – International orders delivered via express shipping can take between 5 to 12 business days. Sometimes there can be a delay in customs, so you may find you will need to wait a few more days.
Delivery address – Was your delivery address entered correctly? Orders are delivered based on the address you indicated on your order.
Delivery Signed– If you notice that the tracking indicates that the package has been signed for, be sure you check with your neighbors, building reception or anyone living with you if they received the package on your behalf.
*PaperGleam will not be responsible for shipping delays caused by inclement weather, or any other "acts of God.” While we pride ourselves on our products, we have no control over transit times and sincerely ask for your patience if there are any delays in shipment.
Returns & Refunds
What is your return policy?
We pride ourselves on the quality of our products, and always endeavor to perform quality checks on all orders before we ship them. The satisfaction of our customers is our top priority, and if you feel are not 100% satisfied with your purchase and wish to return the item, please do let us know.
Simply drop an email to hello@papergleam.com within 14 days of receiving your item and we'll help to initiate the refund process. The item has to be unused, and in its original packaging.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your original mode of payment. Depending on the policies of your original mode of payment, you'll receive the refund in a few working days.
Please note that all return shipping fees are borne by the customer and the return has to be successfully received by us to verify the status and condition of the returned item. All shipping costs are non-refundable, and we do not provide a return label.
In the event that the item you purchased is incorrect or defective, please email us at hello@papergleam.com.
We promise that we will communicate with you to resolve any problems as soon as possible, and will bear any shipping fees to either refund you or mail you a new product as quickly as we can.
How will my refund be processed?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. It may take a few working days for the refund transaction to show up in your credit statement.
Ordering & Payments
How do I view my orders?
Upon placing an order, you will receive an email notifying you of your order. The notification will include a summary of your order. Alternatively, you can view your order by clicking on the link in the email.
Tracking is also provided in the email and you can monitor the location of your parcel by entering the tracking number on the postal service’s tracking page. We have included the URL of the tracking page in the email, as well as in the footer of our website.
If you've signed up for an account with us, you'll also be able to track your order by logging in to your account on our website.
You may access the tracking page here.
Why do I have problems making payment?
Occasionally, there can be issues placing the payment for your order. When this occurs, there are a few things you can try to resolve this. You can try using a different device or browser which may sometimes solve the problem. If your card payment is not being accepted, you may attempt to pay using PayPal.
Alternatively, you may contact us if you are still facing problems with regards to payment and we'll do our best to assist you.
Do I need to pay custom taxes on my order?
No, our customers do not have to pay custom taxes. We declare taxes at customs, so our customers do not have to do so. You can rest assured that there are no hidden charges or taxes that'll be tacked on after you place your order!