frequently asked questions
Hello & welcome! We’re so happy to have you here. Below, you’ll find answers to some of the most common questions about shopping with us, including orders, shipping, returns, refunds, and more.
If you can’t find what you’re looking for or need further assistance feel free to email us at hello@papertessdesigns.com .
We’re happy to help!
Thank you for your support!
Orders
Do I need an account to order?
No, you can shop without creating an account! However, registering with us gives you extra benefits:
✔️ Track your orders & review past purchases
✔️ Save your address & payment details for faster checkout
✔️ Manage your address book & email preferences
Sign up for a smoother shopping experience!
What payment methods do you accept?
We accept the following payment options:
✔️ Visa, Mastercard, American Express, UnionPay
✔️ Shop Pay, Apple Pay, Google Pay
✔️ PayPal
All non-PayPal payments are processed securely through the Shopify/Stripe platform. Your information is always protected
Prices + Currencies
All prices on our website are displayed in Euro (€). You can view prices in Dollar ($), Pound (£), or other currencies by selecting your preferred option in the bottom-left corner of the webpage.
⚠️ Please note: These currency conversions are for reference only. You will be billed in Euro (€), and the final amount may vary based on the exchange rate at the time of purchase.
Can I cancel my order?
If you wish to cancel your order, you have 24 hours from the time of purchase to request a full refund. After your order has been shipped, cancellations are no longer possible.
For cancellations, please contact us as soon as possible.
Can I combine or change my order?
Thank you for your order! If you'd like to add items or combine orders to save on shipping, please contact us before placing another order. We’ll send you a custom invoice.
⚠️ If you've already placed separate orders, we cannot refund the shipping cost of the second order.
Reach out, and we’ll be happy to assist!
when will my order be shipped?
Shop orders are processed and shipped within 3 -5 business days (excluding weekends & holidays). During peak times (holidays, sales, new releases), processing may take up to 15 business days.
Please note: Processing time refers to order preparation before shipment—it does not include shipping and delivery times. Thank you for your patience!
Forgot your password?
No worries! Simply click ‘Forgot Your Password?’ on the Sign In page. You’ll receive an email with instructions to reset your password and get back to shopping in no time!
I made a mistake / wrong shipping address
Updating Order Information: If you need to update shipping details, contact us within 24 hours of placing your order. Once shipped, changes cannot be made.
Shipping + Processing Times
Processsing Times
Our orders are carefully prepared and processed within 3-5 business days before shipping.
However, during busy times (e.g. special sales, new releases, holidays), processing may take up to 10-15 business days.
Thank you so much for your patience!
General Shipping Information
Please ensure your shipping details are correct, as we cannot modify them once your order is fulfilled.
Papertess Designs is not responsible for late deliveries, lost, stolen, or damaged packages. All shipping times are estimated.
International customers are responsible for any taxes, customs duties, or fees charged by their country. We have no influence over these charges and cannot predict their amounts. Customs processing may also cause delays.
Shipping options and costs are calculated at checkout based on your location and order weight. Every order is carefully packaged and includes tracking.
Domestic and EU Shipping
We only use shipping options that provide a trackingnumber, so you can follow your orders directly and be ready for when your package is expected to arrive.
All shipping times are ESTIMATED.
Domestic shipments are shipped via DHL:
- DHL Standard tracked: 1 - 4 business days
- UPS shipping: - 1-2 business days
- FREE Domestic shipping with tracking on orders €50 +
notice: all shipping times are estimated and may vary due to carrier delays, customs processing, or other unforeseen factors. Thank you for your understanding!
EU Shipping:
Due to new EU packaging and EPR requirements, PAPERTESS is currently able to ship to selected EU countries only. As a small independent business, these new regulations require separate registrations and compliance arrangements for each country, so some EU destinations are temporarily unavailable.
I’m actively working on bringing back shipping to as many EU countries as possible. If your country is currently unavailable at checkout, I’m very sorry — and I hope to be able to welcome you back soon.
- UPS Worldwide Saver tracked: 2 - 5 business days
- UPS Standard tracked: 2-7 business days
- DHL Premium tracked: 7 - 15 buisness days*
- DHL Priority Mail tracked: 7 - 20 business days**
International / overseas shipping
International orders are shipped via DHL or UPS, depending on your selection at checkout (if applicable). Shipping times vary by courier and destination:
- UPS Worldwide Saver (tracked): 5 - 10 business days
- DHL Premium (tracked): 10- 25 business days*
- Tracked International Mail : 15 - 30 business days (Tracking updates may take longer with this method).
International customers are responsible for any taxes, customs duties, or additional fees charged by the destination country. These charges vary by country, and we have no control over them or their amounts.
notice: all shipping times are estimated and may vary due to carrier delays, customs processing, or other unforeseen factors. Thank you for your understanding!
How can I track my order?
Once your order has shipped, you’ll receive a tracking link via email. If you have an account, you can also track your order under Order History.
Please note that tracking updates may take some time, especially for international shipments. If you have any concerns, feel free to reach out!
Tracking Not Updating? Where Is My Order? Is It Lost?
We understand that waiting for your order can be frustrating, but tracking updates are not always real-time. Here’s what you need to know:
Tracking Delays: Sometimes, tracking may not update for several days, especially for international shipments. Packages may only show movement once they arrive at the next DHL scanning location.
In Transit: If your order status is “In Transit,” it is still on its way. Some carriers do not update tracking regularly but will scan the package upon arrival at its next destination.
International Shipments: Please allow 30 days for delivery. Delays may occur due to customs processing, high shipping volumes, or local carrier handling.
Is My Order Lost? Most delayed packages eventually arrive! However, if your order has not arrived after 30 days, please contact us at myorder@papertessdesigns.com and we will file a lost package claim with DHL/UPS.
Lost Orders: We will not replace or refund lost orders unless they are returned to us or DHL/UPS confirms the package is lost.
Thank you for your patience and understanding!
Shipping Fees
Shipping costs are calculated automatically at checkout based on the delivery country and order weight
US SHIPPING: Import fees + DUTIES + US Tariffs
We ship to the US with DHL Express to ensure your order arrives quickly, safely, and reliably. Most parcels arrive within just a few business days.
All tariffs, duties, and import fees are collected upfront at checkout. That means no unexpected charges, no surprise invoices, and no stressful delivery moments. What you see at checkout is the final amount.
We know international shipping can sometimes feel uncertain — so we’ve intentionally chosen a solution that makes the experience smooth, transparent, and worry-free from dispatch to delivery.
If you ever have questions about your shipment, we’re always here to help
can you declare a lower value on the invoice to avoid high custom duties?
Unfortunately, we are unable to declare a lower value on our commercial invoices to avoid taxes. As a company, we must comply with international tax regulations and customs laws, which require us to declare accurate prices for all goods shipped. This ensures that both the customer and our business remain in compliance with legal and tax obligations.
We want to make sure that you receive your order smoothly and without any issues at customs, and accurately declaring the value helps prevent any delays or complications with your shipment.
what is the status of my order?
Processing & Shipping: Please note the current processing times.
You can check your order status in two ways:
✔️ Order Confirmation Email: After placing your order, you’ll receive an email with your order details.
✔️ Tracking Link: Once your order ships, a tracking link will be sent to your email. If you have an account, you can also check the status under Order History.
📍 International Shipments: After leaving Germany, your package will be handled by your local carrier (e.g., USPS, Bpost).
Tracking Status: If your tracking says "In Transit," your package is still on its way. For detailed updates, please contact DHL or your local carrier with your tracking number.
Missing Package? If your tracking says "Delivered" but you haven’t received it, please:
- Double-check your shipping address to ensure it's correct.
-Ask neighbors or check around your property (e.g., porch, mailbox).
-Contact your local carrier with your tracking number for further assistance.
If you need further assistance, feel free to reach out!
Why Has My Package Been Returned to Sender?
There are several reasons why a package may be returned to us:
Incorrect or Incomplete Address – Missing apartment number, wrong street name, or postal code errors can cause failed delivery.
Unclaimed Package – If the package was held at a pickup location and not collected within the carrier’s timeframe, it may be sent back.
Delivery Attempt Failed – If the carrier was unable to deliver after multiple attempts, the package may be returned.
Customs Issues (International Orders) – If customs fees were unpaid or clearance was unsuccessful, the package may be sent back.
What to Do Next?
If your order was returned to sender, please email myorder@papertessdesigns.com with your order number.
If an address update is needed, we can reship your order once additional shipping costs have been paid.
To avoid issues, please double-check your shipping details before placing your order.I
Exchanges, Returns + Refunds
Return Policy
Thank you for supporting our small business! We want you to be completely satisfied with your purchase. If something isn’t quite right, you can return eligible items within the return period outlined below.
Returns & Refunds:
- Returns must be requested within 14 days of delivery.
- Items must be unused, in their original condition and packaging.
- Refunds are issued to the original payment method once the return has been received and inspected.
- We offer a complimentary DHL return label within Germany and prepaid DHL return labels at a reduced flat rate for selected European countries, the United Kingdom and Switzerland. Where applicable, the return label fee is deducted directly from your refund.
- You may also arrange and pay for your return shipping yourself.
Please see the return information below for full details, including return label fees and how to start a return.
How can I return an item?
We accept returns when notified within 14 days of delivery and when the item is received back within 30 days of delivery.
Return Eligibility:
✔️ Items must be unused, in original condition and in their original packaging.
✔️ A receipt or proof of purchase is required.
✔️ Return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable.
Easy Returns with DHL:
For customers in Germany and selected European countries, including the United Kingdom and Switzerland, we can provide a prepaid DHL return label to make your return as easy as possible.
Where required, we will also prepare the customs documents for you — all you need to do is print the documents, attach them to your parcel and drop it off at DHL.
Return label fees:
- Germany: Complimentary return label
- Selected European countries & United Kingdom: €9.90
- Switzerland: €12.90
You do not need to pay the return label fee upfront. If you choose to use our prepaid DHL return service, the applicable fee will be deducted directly from the amount refunded to you once your return has been received and approved.
You are also welcome to arrange and pay for the return shipping yourself. In this case, no return label fee will be deducted from your refund.
If you received an incorrect or faulty item, please contact us before returning it. We will, of course, cover the return shipping costs.
Non-Returnable Items:
❌ Sale items & gift cards are not eligible for return.
How to Start a Return?
To initiate a return, please email myorder@papertessdesigns.com before sending your item back. We will provide you with the return instructions and, if requested and available for your country, your DHL return label.
Processing & Refunds:
• Once we receive and inspect your returned item(s), we will notify you via email.
• If the return meets our policy, a refund will be issued to your original payment method, less the return label fee if you chose to use our prepaid DHL return service.
• Please allow up to 5 business days for your return to be processed.
Thank you for your understanding!
When will I get my refund?
Once we receive and inspect your return, you will receive an email confirming your refund.
Refund Processing Time:
• Credit Card Payments: Refunds typically take up to 10 business days to appear in your account, depending on your bank.
• PayPal Payments: Refunds usually appear in your PayPal account within 24 hours after processing.
⚠️ Important Notes:
• Shipping costs (both original and return) are non-refundable.
• If your order was shipped within the EU, VAT will be included in your refund.
• For international orders, customs duties and VAT are non-refundable.
If you have any concerns, feel free to email myorder@papertessdesigns.com.
Received the Wrong Item or Missing an Item?
I sincerely apologize for the mistake! Let’s fix it as quickly as possible.
📩 Contact Me ASAP – Please email myorder@papertessdesigns.com within 7 days of receiving your order.
📸 Provide Details & Photos – If you received the wrong item, attach clear photos of what you received, along with your order number.
Resolution Options:
✔️ If an item is missing, I will send the missing product as soon as possible.
✔️ If you received the wrong item, I will arrange a replacement.
I appreciate your patience and will make sure to resolve this issue for you!
How can I exchange an item?
We do not offer direct exchanges. If you need a different item, please follow these steps:
- Return the item you no longer want by following our return process.
- Once your return is received and approved, you can place a new order for the desired item.
To start a return, email customercare@papertessdesigns.com.
Please note that return shipping costs are the customer’s responsibility, and original shipping fees are non-refundable.
Thank you for understanding!
Received a Faulty Item? Here’s What to Do!
I’m so sorry for the issue! If you received a damaged, defective, or incorrect item, please follow these steps:
Contact Me ASAP – Email myorder@papertessdesigns.com within 7 days of receiving your order.
📸 Provide Photos – Attach clear photos of the faulty item and packaging so I can assess the issue.
Resolution Options:
✔️ A replacement will be sent if the item is damaged or incorrect.
✔️ If a replacement is not possible, a refund may be issued.
I’ll do my best to resolve this as quickly as possible! Thank you for your patience.
What Is an Imperfect / 2nd Quality Item?
definition
An imperfect or 2nd quality item is a product that has minor cosmetic flaws but is still fully functional. These imperfections do not affect usability but do not meet our full quality standards for regular sale.
possible imperfections include
• Slight misprints or off-center designs
• Minor scratches, dents, or marks
• Small discolorations or ink smudges
• Slightly bent corners or cover imperfections
Why Buy 2nd Quality Items?
• They are often offered at a discounted price
• Still fully usable for everyday purposes
• A great option for those who don’t mind small flaws!
Please note that imperfect items are final sale and non-returnable.
If you have any questions, feel free to email myorder@papertessdesigns.com.