All orders will ship within 4-5 business days. We ship all orders via USPS First Class or Priority Mail.
**Once in a while our online store will have information about shipping times in the announcement bar at the top of our website. Please note we are a small business and our online store closes while the studio is in a business trip or vacation, please be aware of shipping times before ordering your products as this may delay your order.** Thank you for understanding.
Additional import taxes, customs duties, and fees may apply to orders placed for shipment outside of the United States.
All charges for customs clearance are the responsibility of the recipient.
International customs policies vary from country to country, please contact local customs office for additional information.
Please note that any customs clearance procedures incurred may delay original shipping estimates.
Transit times may vary due to customs delays. International First Class, while an affordable method, may vary in transit time and reliability depending on your own country's postal system.
Returns are accepted within 7 business days. Product must be returned in unopened condition for a full refund. Any used or altered merchandise will not be accepted. All domestic returns will be billed a $7.00 return fee. Once product is received, we will refund the order, less the return fee and shipping cost originally paid. For international returns, no return fee will be assessed, but the return shipping must be covered by the customer. Please use the contact page for a return authorization and to receive a return label.
Please keep in mind while we try our best to photograph our products to look as close as possible as the physical product, colors may vary on individual computer screens, we cannot guarantee a refund if the color you received is not as expected.
If your tracking number is not showing any updates:
Even though we would love to have control over third parties' procedures we unfortunately cannot speed up their processes. If you are experiencing this issue, we ask you to please be patient and give your tracking number a few more days to be updated online.
If you have a package that was marked as delivered but you have not yet received it:
Check with your neighbors or front office (if applicable) to see if the package was left there.
Reach out to your local Post Office.
If your order is custom and your package is lost by a third party company:
If you placed a custom order with us and your package didn't arrive when expected or the package was lost by a third party, please refer to the agreement you signed when the invoice was sent via Honeybook. Your contract will explain how to proceed in your case.
If an order is lost after being shipped to a third party mail forwarding facility, we are unable to assume responsibility of the package.
PAPEL & CO. is not responsible for refunding or re-shipping lost orders by third party companies.
PAPEL & CO. is not responsible for refunding or reshipping lost orders due to an incorrect address at checkout.
If one of the third party companies we work with lost your package, as a courtesy, your next order may qualify for a discount. Please, contact us with your order number and any information about the lost package here.