Customs fee

The prices displayed on our website include taxes for customers within the EU. For customers outside the EU, prices are shown excluding taxes, unless otherwise stated at checkout.

At the moment, we make an exception for our UK customers — all online orders to the UK include taxes.

Please note that shipping costs do not cover import duties, taxes, or customs fees. These additional charges are determined by your local customs authorities and are the responsibility of the customer. We recommend checking your country’s import regulations before placing an order.

All orders are carefully packed and shipped from our warehouse in Næstved, Denmark.

Delivery / Shipping

When will my order be shipped?

If all items are in stock, your order will be shipped from our warehouse within 1–2 business days (excluding weekends and public holidays) after it’s placed. You’ll receive a tracking email with tracking details once it’s on its way. 

When will I receive my package?

You can check the estimated delivery date via the tracking link included in your tracking email. The expected delivery date will appear within a few days after shipment. 

Can you pack and ship my order today?

We do our best to process and ship orders within 1–2 business days (excluding weekends and public holidays). On average, the dispatch time is 3–4 business days, depending on product availability and your shipping destination. If you have an urgent request, please email us directly at customercare@papercollective.com — we’ll do everything we can to help. 

How much is the shipping cost?

Shipping costs vary by destination. Simply enter your shipping address at checkout to view the exact cost before completing your purchase.

Which countries do you deliver to?

Most countries are available at checkout. If you can’t find your country listed, please email us at customercare@papercollective.com, and we’ll check if delivery is possible.

Where can I find my order number?

Your order number can be found in the confirmation email you received after completing your purchase, titled
“Order #[Your Order Number] confirmed – Your Invoice is here.”
If you can’t locate it, please contact us at customercare@papercollective.com for assistance.

Where can I find my tracking number?

Your tracking number is included in the tracking email: “Order #[Your Order Number] is on The Way.” If you’re unable to find it, please contact customercare@papercollective.com, and we’ll resend it to you. 

My tracking link isn’t showing any updates

Tracking information becomes available once your package begins moving through the delivery network.
If you don’t see any updates after a few days, please reach out to us at customercare@papercollective.com, and we’ll be happy to investigate.

My order was returned or not picked up in time

We’re sorry to hear your package has been returned to our warehouse.
Please contact us at customercare@papercollective.com, and we’ll arrange to have it reshipped as soon as possible.

Claims

My package was damaged upon delivery

We’re so sorry to hear that your package arrived damaged.
Please email us at customercare@papercollective.com with:

• Photos of the damaged item(s)
• Photos of both the inner and outer packaging

Once we receive this information, we’ll make sure to resolve the issue as quickly as possible.

Missing or Incorrect Item in your Package

If an item is missing from your order or if you received the wrong product, please send us an email at customercare@papercollective.com.
Kindly include your order number and a brief description (or photo) of the issue — we’ll make sure to correct it right away.

Returns

Can I return my order?

Yes, you’re welcome to return your item(s) to our warehouse at your convenience.
Please include the return sheet that was provided with your original shipment to help us process your return quickly.

Once we receive your returned item(s), we’ll process your refund promptly. The amount will be credited to your account within a few working days.

To ensure your return arrives in good condition, please pack the item(s) in their original packaging or in suitable protective wrapping.

Returned items must be in the same condition as when they were received.

Return address is

Paper Collective Warehouse

Murervænget 3.1.

4700 Næstved

Denmark

How much does a return cost?

We don’t offer prepaid return labels. The cost of returning an item depends on the courier and your location, and must be covered by the sender. We recommend choosing a tracked shipping option to ensure your return reaches us safely. 

General return policy

• Returns must be made within 14 days of receiving your order.
  
• Items must be returned in their original, undamaged condition and in the original, undamaged packaging
  
• Please ensure that returned goods are securely protected in a box during shipping.
  
• The cost of return shipping is the responsibility of the buyer.
  
• Remember to include your order number in all correspondence and on the return package.

Please note that we reserve the right to refuse returns that are damaged or do not meet these requirements.

Still need help?

If your question isn’t answered above, please don’t hesitate to contact us at customercare@papercollective.com — we’re always happy to assist.