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FAQ1




1. Contact Us
2. Shipping & Delivery
3. Returns & Exchanges

 

 1. Contact us

What is the best way to contact you?
You can reach out to us via our contact form here, send us an email to wecare@paper-republic.eu, contact us directly in our live chat or via Facebook messenger. 

How long do you take to answer my request? 
During the week, we usually answer within the following business day. Our support is closed on weekends. Afterwards it may take us 1-2 business days to respond.

What languages do you speak?
Our customer support team speaks German, English and French.

 

2. Shipping and delivery

How long will it take for my order to arrive?
Depending on where you live, there are different ways we can deliver your order through FedEx: You can choose between three shipping rates (Standard, Priority and Next Day Delivery) to receive your paper republic companion.

Standard Shipping - delivery time: 10 days

Priority Shipping - delivery time: 5 days

Express Shipping - delivery time: 1-2 days

Kindly note that we cannot offer Express shipping to certain countries.


How long does it take to ship my order?
If you choose Next Day Delivery, we will fulfil your order on the same day - just make sure you place it before midday Vienna (CET) time. You'll receive your order on the next business day.

We usually prepare your order on the next business day. If you place your order FRI-SUN, it could be that we need one or two days to prepare your order.

Do you ship in any country worldwide?
We ship worldwide with FedEx from our workshop in Vienna directly to your door. If no shipping method is shown at Check-Out, kindly contact our customer support and we will check it for you.

What are your shipping rates?
Prices can vary depending on where you are located and which shipping option you choose. Here is an example: 

Will I have to pay extra custom fees if I live outside the EU? 
We ensure all custom duties and extra VAT are already paid, so you will never have to worry about extra import fees or taxes, no matter what country in the world you live in.

Why do you only ship with FedEx?
FedEx has been a very reliable partner in the past months and offers fast and excellent service. 

 

3. Returns & Exchanges

Can I return my order? 
We accept the return of unused, unembossed and unopened products within 15 days of purchase. Please note that the delivery charge for the original order is non-refundable. If you wish to return an order it must be done so using your own postage method and at your own cost. We strongly recommend that you use recorded delivery or obtain a certificate of posting when you return any parcel. Please contact us at wecare@paper-republic.eu to coordinate a return.

The following items are excluded from returns:

Embossed products are customised products and therefore are not available for return and are considered final sale. The same applies to any bundles or starter kits which include an embossed product: the entire bundle or starter kit are excluded from return.

It is not possible to exchange or return any individual item from within a bundle or starter kit – you can only return an entire bundle or starter kit, provided that no item is embossed, opened or used. 

 

Can I exchange my order

Embossed products are customised products and therefore are not available for exchange and are a final sale. The same applies to any bundles or starter kits which include an embossed product: the entire bundle or starter kit are excluded from exchange.

It is not possible to exchange any individual item from within a bundle or starter kit – you can only return and exchange an entire bundle or starter kit, provided that no item is embossed, opened or used.