Frequently asked questions
How to track my order?

You can track your order using the tracking number provided in your confirmation email. Visit our tracking page and enter your tracking number to see the status of your order.
How do I cancel or change my order?

Before Your Order Ships:If your order hasn't shipped yet, you can contact us to request a cancellation or change. Please email us atinfo@paperlooms.comas soon as possible with your order number. We'll do our best to help, but please note that orders are processed within 1-3 business days, with U.S. orders prioritized for faster processing.

After Your Order Has Shipped:Once your order has been shipped, it cannot be canceled. However, you can:

  • Wait to receive the item and request a return within 30 days of delivery
  • If you receive a damaged, defective, or incorrect item, contact us within 3 days of delivery with your order number, photos of the item, and photos of the packaging

Return Policy Highlights:

  • 30-day return window (from delivery date)
  • Items must be unused, with original tags/seals intact, in original packaging
  • You must contact customer support first to receive a Return Merchandise Authorization (RMA)
  • Return shipping costs are the customer's responsibility and will be deducted from your refund
  • Original shipping costs are non-refundable

Important Reminder:Please contact our customer support team first before filing any dispute or chargeback with your bank or payment processor. We are committed to resolving all issues promptly, respectfully, and fairly.

For assistance, please emailinfo@paperlooms.comanytime. Our customer service team will respond within 24-48 business hours.
What are my payment options?

Primary Payment Methods:

Shopify Payments- If available in your region, this is Shopify's built-in payment processor that lets you accept credit and debit cards directly. Using Shopify Payments helps you avoid additional third-party transaction fees and lets you view payouts directly in your Shopify admin.

Third-Party Payment Providers- You can choose from a variety of supported third-party payment gateways to accept credit card payments securely.

Additional Payment Options:

  • Shop PayA fast, secure checkout option for customers

Accepted Card Types:Most payment providers support major credit and debit cards including Visa, Mastercard, American Express, and Discover (availability varies by region and provider).
Shipping Methods and Rates？

Shipping Options:

We offer shipping to the United States and Canada with the following options:

  • Free Shipping: Available on eligible orders
  • Standard Shipping: $20 USD - Reliable delivery to your door
What is your return policy?

PaperLooms Return Policy

You have a 30-day return policy - customers have 30 days after receiving their item to request a return for any reason.

For Damaged, Defective, or Incorrect Items:

  • Customers must contact you within 3 days of delivery
  • They need to provide: order number, photo of the damaged/incorrect item, and photo of packaging
  • You'll provide replacement or refund

For General Returns (Change of Mind):

  • 30-day return window
  • Items must be unused, unwritten in, with original tags/seals intact
  • Must be in original packaging
  • Requires receipt or proof of purchase

Return Process:

  1. Customer contacts you first at info@paperlooms.com
  2. You provide Return Merchandise Authorization (RMA) and shipping instructions
  3. Customer ships item back

Refunds:

  • Processed within 1-3 business days after inspection
  • Original shipping costs are non-refundable
  • Return shipping costs deducted from refund

Non-Returnable Items:

  • Gift cards (after 24 hours)
  • Special orders or personalized items
  • Items damaged by customer
  • Items not in original condition
How do I request a refund?

How to Request a Refund:

Step 1: Contact Customer Support First Email us at info@paperlooms.com with:

  • Your order number
  • Reason for the refund request
  • For damaged/defective items: photos of the item and packaging

Step 2: Wait for Authorization We will review your request and provide:

  • Return Merchandise Authorization (RMA)
  • Detailed shipping instructions

Step 3: Ship the Item Back Once authorized, ship the item back to us using a trackable shipping service (recommended).

Important: Items sent back without prior authorization will not be accepted.

Step 4: Refund Processing

  • We inspect returns upon receipt
  • Approved refunds are processed within 1-3 business days
  • Refund issued to your original payment method
  • Allow additional time for your bank to process the refund

Important Notes:

  • Original shipping costs are non-refundable
  • Return shipping costs will be deducted from your refund amount
  • You must request a refund within 30 days of receiving your order

For damaged, defective, or incorrect items: Contact us within 3 days of delivery for faster resolution.
How long does it take to process a refund?

Our Processing Time:

  • Once we receive and inspect your returned item, approved refunds are processed within 1-3 business days
  • The refund will be issued to your original payment method

Total Timeline:

  1. Return shipping time: Depends on the shipping method you choose
  2. Inspection: We inspect the item upon receipt
  3. Refund processing: 1-3 business days after approval
  4. Bank processing: Additional time for your bank or credit card company to post the refund to your account (typically 5-10 business days)

If You Haven't Received Your Refund:

  1. First, check your bank account
  2. Contact your credit card company or bank - it may take some time for the refund to officially post
  3. If you've done all of this and still haven't received your refund, contact us at info@paperlooms.com

Important Notes:

  • Weekends and holidays are not included in business days
  • The refund amount will exclude original shipping costs and return shipping fees