Frequently Asked Questions

General Questions

 

1. Where can I buy your products?
   
   Our products can be bought online, we ship worldwide.
   
   If you are located in Hong Kong, you can visit us at 1903, 19/F, Kodak House, 39 Healthy Street East, Quarry Bay, Hong Kong.
   
   
   
2. What payments do you accept?
   
   For our online store, we accept credit cards (Visa, Master, American Express).
   For our retail store, we accept payments in cash, credit card, octopus PayMe or FPS.

Online Orders                                 

1. Which countries do you ship?
   
   We ship worldwide, customers can enjoy free shipping once they reach the specific amount. Delivery time and cost depends on the shipping address.
   
   
2. Is my order successful?
   
   You will receive an order confirmation email after placing an order successfully. If you do not receive this email, please contact us at paperandcardsstudio@gmail.com.
   
   
3. Can I make changes to my order?
   
   If you would like to make any changes to your order, please contact us as soon as possible. Once your order has been shipped, no changes can be made. We cannot guarantee changes to all orders.
   
   
4. When will my order be shipped?
   
   Your order will be shipped as soon as possible, subject to stock availability and quality checks. We aim to send out the order within 2 working days. Domestic orders normally take 2-3 working days, orders to China, Macau and Taiwan normally take 3-6 working days. Please note that we will not ship during public holidays. 
   
   
5. What company do you use to ship my products?
   
   For domestic orders, we use S.F. Express to ship.
   For China, Macau and Taiwan orders, we use S.F. Express to ship. 
   For all other countries, we use S.F. Express or UPS to ship.
   
   
6. Can I track my order?
   
   For domestic orders under HK$500, we send your order by S.F. Express cash on delivery, you will receive a shipping confirmation email with tracking number once the order is shipped. 
   
   For domestic orders over HK$500, we offer free shipping to you, and your order can be tracked. You will receive an email with tracking number to your order.
   
   For international orders, all orders can be tracked. You will receive an email with tracking number to your order when it has been shipped.
   
   Please note that we will not be responsible for items lost in transit, products lost in transit will not be refunded.
   
   
7. Do I have to pay taxes and duties?
   
   Import tax and duties may be applicable, depending on the destination country. You may be responsible for import duties and taxes on your international order. In addition, some orders may experience customs delays. Unfortunately, we have no control over these charges or delays and cannot predict what they may be. We suggest that you contact your local customs office for additional information. Payment of these charges is necessary to release your order from customs.
   
   
8. Do you accept returns?
   
   All products are inspected before shipment, in the unlikely case of receiving any damaged or defective items, they can be returned for either a full refund or replacement.
   
   Return must be made within 14 days of receiving your order.
   
   All returns require authorization. Please email us at paperandcardsstudio@gmail.com together with your order number and reason of return before returning any products. Items shipped without our consent may be refused upon delivery.
   
   All returned items must be unused and in their original packaging.
   
   Customers are responsible for all shipping costs associated with returning the product.
   
   You can also return the items in person to our store. We reserve the right to refuse returns at its discretion. 

 

If you have any more questions, please do not hesitate to contact us!