Welcome to the Paper & Objects Frequently Asked Questions page.
Below you will find answers to common questions about ordering, payment, shipping, delivery, returns, refunds and customer support.
1. How do I place an order?
Select the product you would like to purchase, add it to your cart and proceed to checkout.
Before submitting your order, please carefully review your:
- Products and quantities;
- Delivery address;
- Contact information;
- Payment method; and
- Final order amount.
Once your order has been successfully submitted, you will normally receive an order confirmation using the email address provided during checkout.
2. What payment methods do you accept?
The payment methods currently available for your order will be displayed during checkout.
Available payment methods may vary depending on your location, currency, order value and the payment services available through our store.
Only payment methods displayed during checkout are available for the relevant order.
3. Is my payment information secure?
We take reasonable measures designed to provide a secure online shopping experience.
Payments may be processed through Shopify-supported payment systems or independent payment providers.
For your security, never send passwords, PINs or complete payment-account credentials to us by email.
Payment-related personal information is handled in accordance with our Privacy Policy.
4. Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at:
We cannot guarantee that an order can be changed or cancelled once it has entered processing or has been dispatched.
This does not affect any statutory withdrawal rights available to consumers.
5. Where do you ship?
We currently provide delivery to eligible destinations within Europe, including Germany.
Delivery availability may depend on the destination, carrier coverage, product type and other logistical limitations.
The availability of delivery to your address will be confirmed during checkout.
6. How long does order processing take?
Orders are normally processed within:
1–2 business days
Business days are generally Monday through Friday, excluding public holidays.
Orders placed during weekends or public holidays will normally begin processing on the next business day.
7. How long does delivery take?
For standard deliveries to eligible European destinations, the estimated shipping time is:
5–7 business days after dispatch
Please note that this does not include the 1–2 business day order-processing period.
Delivery times are estimates and may be affected by carrier delays, public holidays, severe weather, remote delivery locations or other circumstances outside our reasonable control.
8. How much does shipping cost?
Any applicable shipping charge will be displayed during checkout before you submit your order.
Where free shipping is available, this will be clearly indicated on the relevant product page or during checkout.
Please review the final order total before completing your purchase.
9. Can I track my order?
Where shipment tracking is available, tracking information will normally be sent to the email address used when placing your order.
Tracking information may take approximately 24–48 hours after dispatch to become active in the carrier's system.
If you require assistance with tracking your order, contact:
Please include your order number.
10. What should I do if my order is delayed?
First, check your tracking information where tracking is available.
You may also wish to:
- Confirm that your delivery address is correct;
- Check with household members;
- Check your building reception or mailroom;
- Check any designated safe delivery location; and
- Contact the local delivery carrier where appropriate.
If your parcel still cannot be located, please contact us at hello@paperandobjects.com with your order number.
11. What should I do if my parcel is lost?
If your parcel cannot be located after reviewing the available delivery information, please contact us.
We may investigate the shipment with the applicable carrier.
If a parcel is confirmed as lost due to circumstances for which we are responsible, an appropriate solution may include:
- Replacement; or
- Refund.
The available solution will depend on the circumstances and product availability.
12. What if my product arrives damaged or defective?
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives damaged or defective, contact us promptly and provide:
- Your order number;
- A description of the problem;
- Photographs of the product;
- Photographs of the outer packaging;
- A photograph of the shipping label; and
- A video showing the issue where relevant.
Please keep the original packaging until the matter has been reviewed.
Depending on the circumstances, an appropriate solution may include repair, replacement, return or refund.
13. What if I receive the wrong product or something is missing?
Please contact us promptly at:
Include your order number and, where possible, photographs of:
- The parcel;
- Products received; and
- Shipping label.
After reviewing the information, we may arrange an appropriate solution such as sending the correct product, supplying missing components or issuing a refund.
14. Can I return my order?
Consumers in Germany and other eligible European Union or European Economic Area countries generally have a statutory right to withdraw from an eligible online purchase within 14 days without giving a reason, subject to applicable legal exceptions.
The withdrawal period generally begins when you, or a third party designated by you other than the carrier, receives the goods.
To exercise your right of withdrawal, please contact us before the withdrawal period expires:
Email: hello@paperandobjects.com
Please review our Return and Refund Policy for the complete conditions.
15. Do I have to pay return shipping costs?
For a standard return under the statutory 14-day right of withdrawal, the customer is responsible for the direct cost of returning the goods.
However, you will not normally be responsible for reasonable return shipping costs where the return is caused by:
- A defective product;
- A product damaged before or during delivery;
- An incorrect product supplied by us;
- Missing components or accessories; or
- Another confirmed error attributable to Paper & Objects.
Please contact us before returning any product so that we can provide the appropriate instructions.
16. Where should I send my return?
Please do not send a product back before contacting us.
Contact:
We will provide the appropriate return instructions and confirm where the return should be sent.
This helps ensure that your return can be correctly identified and processed.
17. When will I receive my refund?
Where a valid statutory withdrawal is exercised, the refund will be processed without undue delay and no later than 14 days after we are informed of your decision to withdraw, subject to applicable legal conditions.
For physical goods, we may withhold reimbursement until:
- We receive the returned goods; or
- You provide acceptable evidence that the goods have been sent back,
whichever occurs first.
Your bank or payment provider may require additional processing time before the refunded amount appears in your account.
18. How will my refund be issued?
Unless otherwise agreed or required by applicable law, an approved refund will normally be issued using the same payment method used for the original transaction.
Where the original payment method cannot reasonably be used for the refund, we may contact you to arrange an appropriate alternative refund method.
19. Can I exchange a product?
If you would like a different product, model or variation, please contact us.
Depending on product availability, the simplest solution may be to return the original product according to our Return and Refund Policy and place a new order.
Direct exchanges may not always be available.
20. How do I contact customer support?
For questions concerning:
- Products;
- Orders;
- Payments;
- Shipping;
- Delivery;
- Tracking;
- Returns;
- Refunds;
- Damaged products; or
- Privacy requests,
please contact:
Email: hello@paperandobjects.com
Telephone: 53537541
For order-related questions, please include your order number and the email address used when placing the order.
21. How can I exercise my privacy rights?
If you wish to request access to, correction of or deletion of personal information, or exercise another applicable privacy right, please contact:
Please clearly describe your request and provide sufficient information for us to identify the relevant account or order.
We may request additional information where reasonably necessary to verify your identity.
22. Where can I find your store policies?
Please review the applicable policy pages available through our online store, including:
- Return and Refund Policy;
- Privacy Policy;
- Terms of Service;
- Shipping and Delivery Policy;
- Legal Notice; and
- Contact Information.
These policies contain additional information concerning your purchase and use of our Services.
23. Company Information
Company Name: Paper & Objects
CVR Number: 33733283
Responsible Person: Julie Sommer Hansen
Registered Address:
Paper & Objects
Ny Havnegade 79
8700 Horsens
Denmark
Email: hello@paperandobjects.com
Telephone: 53537541