FAQ

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, please send an email to info@peperpaper.nl.

Quickly find what you're looking for by clicking on the links below:

PAYMENT | DELIVERY | SHIPPING COSTS | RETURNS & COMPLAINTS | DISCOUNTS | OTHER QUESTIONS


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PAYMENT

What payment methods does Paper & Twine accept?

You can pay via iDeal, Bancontact, Paypal or bank transfer.  

NOTE: 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 Peper.

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. 

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DELIVERY

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! 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). Peper 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 checkout. Remember to add a note if you don't want the invoice sent with your order!

Can I pick up my order?

Unfortunately Peper does not have a pick up point at the moment, but if you live in/near the Hague, please send an email to info@peperpaper.nl - we might be able to figure something out and save some shipping costs! 

Do you ship outside of the Netherlands?

Yes! Peper can now also send orders to Belgium. 

Would you like Peper to ship your order to another country? Please email to info@peperpaper.nl and we'll see what the options are.

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SHIPPING COSTS

What are the shippingcosts?

Flatbox*: € 3,95 (NL only)

Parcel: € 6,95 (NL) / € 12,95 (BE)

If you have only ordered greeting cards and they fit in a sturdy envelope (which fits through the letterbox), we will be able to cut costs and refund you some of the shipping costs. 

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 my shipping costs are?

Once you have added products to your shopping basket, you can check how much the shipping costs are by simply clicking on the shopping trolley icon.

The standard shipping costs for wrapping paper are € 6,95 (NL) or € 12,95 (BE). This is because the wrapping paper is always rolled for shipping (as opposed to folding).

The standard shipping costs for greeting cards is € 3,95. If you have ordered an amount that fits into a sturdy envelope instead of a flatbox*, you will receive a partial refund for the shipping costs.

If you would like to know your exact shipping costs before you place an order, please email info@peperpaper.nl.


* A flatbox or "brievenbusdoos" is a small box that fits through a standard letterbox. Unfortunately, flatboxes don't count as a shipping method to Belgium and so the order will be sent as a parcel, unless your order can fit into a sturdy envelope (in which case you will receive a partial refund on the shipping costs).


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RETURNS & COMPLAINTS

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 info@peperpaper.nl

I have received an incomplete or damaged order, what should I do?

If your order is incomplete, please send an email to info@peperpaper.nl with the products you are missing.

If your order is damaged, please send an email to info@peperpaper.nl with a description and photograph of the damage.

Please email within 24 hours of receiving the incomplete or damaged order.

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. When possible, please send your order back in the packaging in which you received it.

The costs of returning products is to be paid for by the customer, not by Peper.

 

Please send an email to info@peperpaper.nl before returning the products, with a description of which products you wish to return. Also please add your name, bankaccount number and invoice number or send a copy of the invoice with the email.  

 

You can return the products to: 

Peper / L.D. Bultman

Westeinde 3 A

2512GS Den Haag

Nederland

 

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?

If you have a complaint, please send an email to info@peperpaper.nl so we can find a solution together! 

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DISCOUNTS

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: if you have forgotten to use your discountcode, please email me at info@peperpaper.nl 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. Peper 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. 

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OTHER QUESTIONS

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 Peper tries its very best to add photos that are representative of the products on them. Unfortunately different computer and mobile screens can distort colours, so it can happen that the product you receive has a slightly different colour than what you have seen on your screen. 

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!

Where do all of the products come from?

The products Peper sells are a mix of domestic and imported goods. The imported products come from different companies and designers and mostly originate from the United Kingdom, Italy and Scandinavia.

In the description section of each product you can see where the product comes from.

What is eco-conscious?

Eco-conscious is quite simply something that keeps the environment in mind,

Peper believes it is quite impossible to be completely eco-friendly when selling paper products, but stills wants to sell the best products possible without hurting the environment. While we can't change the world entirely, we can do our best to not make it worse, which is why Peper only sells products that keep the environment in mind in some way or another. This mostly translates into FSC-certified paper, but can also mean: recycled paper, tree-free paper, recycable plastic, eco-friendly inks and more. 

Want to know more about FSC-certified paper? Please click here.

Why have you chosen to sell these products? 

Peper aims to sell products that are well designed and eco-conscious and does so by searching high and low across the world for designers and (small) companies who aim to do the same!

A good design is not enough on its own and being only eco-friendly is also not enough: Peper wants to combine the best of both worlds! So that when you write that greeting card or wrap that present, you can feel happy you are doing your bit for a better world (and putting a smile on somebody's face with that great design you're giving them!).

I have/know of products that you might like to sell!

Peper's aim is to sell well designed products of good quality that are eco-conscious and 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: info@peperpaper.nl I'm always on the look out for new products to add to the shop!   

Do you supply wholesale?

No, at the moment Peper doesn't supply wholesale. 


Where you unable to find what you were looking for? Please email your question to info@peperpaper.nl.

 

 

SHIPPING & DELIVERY

THE NETHERLANDS

Flatbox: € 3,95

Parcel: € 6,95

BELGIUM

Parcel € 12,95

Shipping between 1 - 2 days (on workdays).  

See FAQ for more information.

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