Below you will find a list of 'frequently asked questions' or information most customers look for. If you can't find what you're looking for, email me at email@example.com and I'll answer as soon as possible.
Quickly find what you're looking for by clicking on the links below:
What payment methods does Paper & Twine accept?
You can pay via iDeal, Bancontact, Paypal or bank transfer.
NB: there is a (small) charge when you pay via Bancontact or Paypal. Via Bancontact there is a 1,5% charge over the total transaction and via Paypal there is a € 0,35 surplus and 3,5% charge over the total transaction. These are transaction fees and do not end up with Paper & Twine.
If you choose to pay via bank transfer, please transfer the entire amount to:
Name: Paper and Twine | IBAN: NL74 INGB 0007 3517 73 | BIC: INGBNL2A
Please add your invoicenumber in the transfer.
Orders will only be sent once payment is received.
How do I know my order has been sent?
When you have placed an order and payment has been made, you will receive a confirmation email stating your order has been received. As soon as your order has been packed and sent, you will receive a confirmation email stating your order is on its way.
Can I track my order?
Yes, you can! Shipping via "flatbox" and parcel post will give an automatic Track & Trace code. You'll receive this code in the same email confirming your order has been sent.
How long will it take before I receive my order?
If you place an order on a workday (mon - fri), your order will be sent the same or very next day.
If you place an order in the weekend (sat - sun), your order will be sent the very next workday.
Orders will be sent via PostNL and usually arrive in 1 -2 days after sending (shipment to Belgium usually takes a little longer). Paper & Twine is not responsible for delays once the order is in the hands of PostNL.
Can I send my order somewhere else?
Yes, you can! As long as it's within the Netherlands or Belgium. You can fill in the address during check-out. Remember to add a note if you don't want the invoice sent with your order!
Can I pick up my order?
Unfortunately I don't have a pick up point at the moment, but if you live in/near the Hague, please send me an email - we might be able to figure something out and save some shipping costs!
Do you ship outside of the Netherlands?
Yes! Paper & Twine can now also send orders to Belgium.
What are the shippingcosts?
Flatbox: € 3,95 | Parcel: € 6,95 | Belgium (parcel): € 12,95
How are the shipping costs calculated?
The shipping costs are calculated by the dimensions of a product and the total weight of your order.
How do I know how much the shipping costs are?
When you have added products to your shoppingbasket, you can check there how much the shipping costs are.
A lot of the Paper & Twine products are flat and can be sent in a so called "brievenbusdoos" or flatbox, which is a small box that fits through a standard letterbox. However, if the products exceed the maximum weight or dimensions, the order will be sent as a parcel.
Unfortunately, flatboxes don't count as a shipping method to Belgium and so the order will be sent as a parcel. Cards and other small, flat products can be sent as regular letterpost. If you would like to know in advance how much the shipping costs will be for your order, send an email to firstname.lastname@example.org and they'll be calculated for you!
Wrapping paper (with exception of the 'Gift Wrap Sets') will be sent rolled up in cardboard tubes. This also counts as a parcel.
I haven't received my order yet, what should I do?
Your order should arrive 1-3 days after it has been posted (not counting exceptions such as holidays, strikes or other, unforseen, circumstances). If you haven't reveived your order after this time, please contact me by email at email@example.com
I have received an incomplete or damaged order, what should I do?
If your order is incomplete, send me an email with the products you are missing. If your order is damaged, send me an email with a description and photograph of the damage. Please email me at firstname.lastname@example.org within 24 hours of receiving the incomplete or damaged order, so we can fix the problem swiftly!
Can I return an order?
If by any chance you are not happy with your order, you can return the products you don't want within 14 days of receiving it. Please make sure the products are sent back undamaged and in their original packaging. If possible, please send back in the box in which it came. The costs of returning products is to be paid for by the customer, not by Paper & Twine.
Please send an email to email@example.com so I know to expect your parcel. Add in the email your name, bankaccount number and invoice number or send a copy of the invoice.
You can return the products to:
Paper & Twine
t.a.v. L.D. Bultman
Westeinde 3 A
2512GS Den Haag
After I have received the returned products and they are still in such a condition that I can sell them again, I will transfer the total amount for those products to your given bankaccount number within 7 days.
Please read the Return Policy for more information.
I have a complaint, who do I contact?
The whole idea behind Paper & Twine is to make people happy – so if you're not happy, neither am I! If you have a complaint, please contact me at firstname.lastname@example.org so we can try to fix what's wrong.
I've received a discountcode! How do I use it?
You can fill in your discountcode during checkout, where it will be automatically deducted from your order. You can then proceed with your checkout as usual!
NOTE: fif you have forgotten to use your discountcode, please email me at email@example.com straight after you've placed your order. You can, of course, also use it for next time!
Until when can I use my discountcode?
Typically discountcodes are valid for a year after release. The date will be stated on/with the discountcode you've received and can differ from the previous statement. Other discounts are valid until the date stated with it or "while stocks last" This will be clear with each discount.
When do you receive a discountcode?
Discountcodes are given as a thank you for an order or purchase. Paper & Twine does not give these with every order or purchase, but does this on particular/special occassions.
Are there also other discounts besides discountcodes?
Apart from discountcodes, there can also be other discounts or sales. This will be visible on the website whenever this is the case.
Do the colours on the photographs match the colour of the products?
It can be really frustrating to receive products that have a different colour than you thought you'd ordered, so Paper & Twine tries its very best to add photos that are representative of the products on them. However, customers don't always shop from the same device and unfortunately different computer and mobile screens can also distort colours.
Paper & Twine is working on a solution where you can cross reference the product colour, so you always know what colour the product really is!
It goes without saying, this only applies to hues/shades of the same colour. If you've ordered a pink coloured product, you won't receive a blue one!
NOTE: tissuepaper products such as pompoms, tassels and honeycombs can look different folded up, than they do once they're assembled. This is because tissuepaper is very thin and when the products are folded out, the light can shine through it properly.
Where do all of the products come from?
The products Paper & Twine sells are a mix of domestic and imported goods. The imported products come from different companies and designers and originate in the United Kingdom, Germany and the United States of America.
Why have you chosen to sell these products?
It's important to me that Paper & Twine sells products that are fun, unique and different, which is why I try to offer products from independent designers and small companies as much as possible. However, there are also companies and brands that have grown over the years and are now the leading businesses in high end, quality party supplies.
Mixing these two together creates a unique webshop that sells good quality products from all corners of the world.
I have/know of products that you might like to sell!
Paper & Twine's aim is to sell high end, well designed products of good quality that are (near) exclusive to the Netherlands. Do you make products or know of a company/brand that you think would fit well within this concept, please don't hesitate to contact me at: firstname.lastname@example.org I'm always on the look out for new products to add to the shop!
Do you supply wholesale?
No, at the moment I don't supply wholesale.
I'm concerned about the environment. Are you too?
Yes! Paper & Twine tries its best to sell products that aren't harmful to the environment. For this reason you will find a lot of paper and hardly any to no plastic products or balloons in this shop.
When you receive your order, you might come across some plastic packaging. This can be in the form of parcel filling or the products could be wrapped in a plastic film. The filling is what I have received in my own online orders and which I could re-use or recycle instead of throwing away. The plastic film around products is often to protect the paper material inside and comes from the supplier, not from Paper & Twine.
Where you unable to find what you where looking for? Then email me at email@example.com!
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