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Frequently Asked Questions
Find answers to common questions about our products and services
Currently, we only deliver within New Zealand. For international delivery inquiries, please contact our customer service team, and we'll be happy to discuss options.
Shipping
2.
How much does shipping cost?
Shipping costs are calculated at checkout based on the weight, dimensions, and destination of your order. Free delivery may be available for orders over a certain amount. Check our website for current promotions and free shipping thresholds.
Shipping
3.
Can I track my order?
Yes! Once your order is dispatched, you'll receive an email confirmation with your tracking number. You can track your order in real-time through our website or using the tracking link provided in your email.
Shipping
4.
What happens if my package is lost or damaged?
If your package arrives damaged or is lost in transit, please contact us immediately (within 48 hours of delivery). We'll investigate and arrange a replacement or full refund. We may request photos of damaged items to process your claim.
Shipping
5.
What is your return policy?
You have 14 days from the date of delivery to return or exchange items purchased from Paper Wings. All returns must be in their original condition, unused, and with all original packaging and tags attached. Please contact us to initiate a return.
Returns
6.
How do I return an item?
To return an item, please contact our customer service team with your order number and reason for return. We'll provide you with a Return Authorization (RA) number and return instructions. Package the item securely in its original packaging and send it to the address provided.
Returns
7.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the item is defective or we made an error with your order. We recommend using a tracked shipping service to ensure your return reaches us safely.
Returns
8.
How long does it take to process a refund?
Once we receive and inspect your returned item, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method used for the purchase. Please note that it may take additional time for your bank or credit card company to process the refund.
Returns
9.
Can I exchange an item instead of returning it?
Yes! If you need to exchange an item for a different size, color, or style, please follow the return process. Once we receive your return, we'll process your exchange and ship the new item to you. If the exchange item is of higher value, you'll need to pay the difference.
Returns
10.
What payment methods do you accept?
We accept various secure payment methods including major credit cards (Visa, Mastercard, American Express), debit cards, and other secure payment gateways. All payments are processed securely through our encrypted payment system.
