FAQ
FAQ
If you have any questions or concerns, please feel free to reach out to us at support@paperwhisper.com.
We are committed to responding within 2 working days after receiving your email.
Products
What products do you sell?
We sell stationery products and brands from Japan, including writing and drawing tools, notebooks, and other paper products. We also offer journaling supplies like washi tapes, stickers, stamps, and more.
Japanese stationery is renowned for its design, craftsmanship, and aesthetics, and we are excited to bring these wonderful products to you.
The item I want is out of stock, or I can't find the product or brand I'm looking for.
We will restock out-of-stock items as soon as possible. Feel free to contact us about the item you want, and we will inform you when it is back in stock.
If you are looking for products or brands not found in our store, please let us know by email. Your input is valuable and helps shape our product selection. If possible, we will try to meet your needs in the future.
Ordering and Payment
Can I cancel or change my order?
If your order has not yet been dispatched, you can contact us to cancel your order. If you want to change your order, the most convenient way is to cancel your order and place a new one.
If your order has already been shipped, we cannot cancel it. However, you still have the option to return the item after you receive it. Please see our Return and Refund Policy for details.
What online payment methods and currencies do you support?
We support a wide range of online payment methods, including Visa, Mastercard, American Express, Maestro, Klarna, Apple Pay, Google Pay, PayPal, Shop Pay, and also Bancontact (available in Belgium) and iDEAL (available in Netherlands).
During browsing and checkout, our system automatically selects the currency relevant to your location. You can also change the currency by modifying the region and currency options in the upper right corner of the website. Please note that due to exchange rate fluctuations, there may be slight differences in product prices between different currencies. Customers outside the EU are responsible for customs duties and taxes.
What happens after I pay?
After payment, you will receive an automatic order confirmation email. We will ship your order within 1-2 business days. Once your order is shipped, you will receive an email with a tracking number. Delivery times vary depending on your location. Please see our Shipping Policy for more details.
Why am I charged 25% VAT on my purchase?
As a micro-business registered in Sweden, we are required by law to charge a 25% Value Added Tax (VAT) on all purchases. This standard VAT rate is included in the prices you see on our website and is clearly displayed during checkout.
Your VAT payment helps support essential public services in Sweden, such as healthcare, education, and infrastructure. We believe in transparent pricing, so there are no hidden fees. If you have any questions, please contact our customer support team.
Shipping
Do you ship internationally?
Yes, we ship worldwide.
We use mainly PostNord and DHL for EU and European deliveries, and DHL for the rest of the world. Please see our Shipping Policy for more details.
In rare cases, due to courier company policies, we may not be able to deliver to your area. If this happens, we will contact you and process a cancellation and refund.
How much is the shipping cost? Do you offer free shipping delivery?
We know shipping costs can vary greatly based on item size, weight, and your location.
To ensure a simple and reliable shopping experience, and to minimize extra shipping costs for you, we use a flat-rate shipping policy.
Generally, regardless of your package size and weight, the shipping fees are as follows:
- Sweden: 49 SEK. Free shipping on orders over 750 SEK.
- Europe: 10 EUR. Free shipping on orders over 88 EUR.
- Rest of the World: 15 EUR.
Please see our Shipping Policy for more details.
Can I track my package?
Yes.
To ensure you receive your order smoothly, all our orders are shipped with trackable delivery services, even though this slightly increases our costs.
Once your order is shipped, you will immediately receive an automated email with your tracking number. You can use this number to track your order status through the courier company's service.
When will I receive my package?
We ship your order within 1-2 business days after you place it. Delivery times vary depending on your location. Generally:
- Sweden: 1-3 business days.
- Europe: 2-5 business days for most European countries.
- Rest of the World: 4-18 business days, the time required for customs clearance is not included. Customs processing can add additional time to the delivery.
Please see our Shipping Policy for more details.
Where is my order sent from?
Uppsala, Sweden.
Uppsala is a historic and vibrant university city in Sweden, known for its dynamic cultural and youthful energy.
Uppsala has well-developed warehousing and courier services, ensuring our shipping is efficient and reliable.
Do you offer local delivery?
Currently, we provide free delivery for the core areas of Uppsala (within a 3-kilometer radius of Uppsala Central Station).
For customers in Uppsala, if your address falls within this range, a local delivery option will appear in the delivery options when you place an order. You can select this service and contact us to arrange a delivery time. Generally, our staff will deliver to your door within two business days after you place the order.
If you are in Uppsala but outside our delivery range and wish to pick up your order or use local delivery, contact us before placing your order. We are more than happy to accommodate your needs whenever possible.
Returns and Refunds
Can I return my items?
Yes.
You have the right to return the products within 14 days from the date you receive them.
To return products, please contact us. Registered customers can directly request a return by clicking on "Request Return" in the order details.
You should ensure the products are in their original, unopened packaging and unused condition and send them back to our address in Uppsala, Sweden. Once we receive and inspect the returned products, we will process your refund within 3 business days. The refund will be automatically returned to your payment account. Depending on your payment account’s policy, you may receive the refund immediately or within several business days.
Please note that you will need to cover the return shipping costs, and the refund we provide will also deduct the initial shipping fee.
For more details, please see our Return and Refund Policy.
What should I do if I receive a damaged item?
We are very sorry if this happens to you. Please contact us to process the refund or replacement.
We carefully inspect and pack all items before shipping to ensure they are in perfect condition, so this situation rarely happens. However, we cannot control what happens during transit. If your item is damaged during shipping, please contact us with your order number, a description of the issue, and photos showing the condition of the items. Upon confirmation, we will process your refund within 3 business days. Please see our Return and Refund Policy for more details.
Get in touch
Have questions about your order, or a general enquiry?
Contact form
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FLAT-RATE SHIPPING
49 kr in Sweden, €10 in Europe, €15 for shipping outside of Europe.
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FREE SHIPPING
Free Sweden shipping over 750 kr. Free Europe shipping over €88.
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SAFE PAYMENT
We accept Credit Card, PayPal, Klarna, Apple Pay, Google Pay and more.
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