Shipping, Returns & Refunds
How are our products shipped?
All our products are sent from Paper & Pen Darwin - Shop 58 Gateway Shopping Centre, 1 Roystonea Avenue Yarrawonga, Northern Territory Australia 0830, via Australia Post or Sendle depending on size and weight.
When will my order be shipped?
Orders made through the online store will be processed and shipped within the following 24 hours.
How long does delivery take?
Delivery times will vary depending on the customer's location. For most addresses, the item could take up to 14 days to arrive.
What are the delivery options for different order values?
For orders exceeding $200, a signature upon delivery will be requested unless otherwise specified. For orders under $200, the courier will be directed to leave the order in a safe place. If there are specific delivery requirements or extra cover is needed, this can be specified in the ‘notes’ section of the checkout.
Are there any limitations or restrictions?
Please note* Australia Post does not provide a fragile service.
When it comes to shipping, we ensure that your products are handled with care and delivered to your doorstep in a timely manner. Whether you are ordering stationery, art supplies, or any other product from Paper & Pen Darwin, we have you covered.
Our products are shipped from our store located at Shop 58 Gateway Shopping Centre, 1 Roystonea Avenue Yarrawonga, Northern Territory Australia 0830. We work with trusted shipping partners such as Australia Post and Sendle to ensure reliable and efficient delivery.
Once you place an order through our online store, our team immediately starts processing it. We understand the importance of prompt service, and therefore, we strive to ship your order within the next 24 hours.
Delivery times may vary depending on your location. While some customers may receive their items sooner, it is advisable to allow up to 14 days for delivery to most addresses. We want to ensure that you receive your order in perfect condition, and sometimes, a little extra time is required for remote or distant locations.
For orders exceeding $200, we prioritize the security of your package. In such cases, a signature upon delivery will be requested unless you specify otherwise. This ensures that your valuable items are received by the intended recipient. On the other hand, for orders under $200, we provide instructions to the courier to leave the package in a safe place. If you have any specific delivery requirements or need additional cover, please mention them in the ‘notes’ section during the checkout process.
It is important to note that Australia Post does not offer a fragile service. While we take utmost care in packaging delicate items, we recommend being cautious with fragile products during transit.
At Paper & Pen Darwin, we prioritize your satisfaction and strive to provide a seamless shopping experience. Our shipping process is designed to ensure that your products reach you in a timely and secure manner. Place your order today and enjoy the convenience of having your favorite stationery and art supplies delivered right to your doorstep
What should you do if your products arrive damaged?
If you receive damaged products, it is crucial to take immediate action. Contact us within 24 hours of receiving the goods to report the issue. In order to process a claim, we will need you to provide images of the damaged products and any other specific details.
Why is it important to report the damage within 24 hours?
Time is of the essence when it comes to damaged goods. If you fail to contact us within 24 hours, we will assume that your order arrived safely and unfortunately, we will not be able to process an insurance claim with the courier. Therefore, it is essential to act swiftly to ensure that your claim can be properly addressed.
How to report the damage and process a claim
When reporting the damage, please make sure to provide clear and detailed images of the damaged products. Additionally, include any other relevant information that can help us process your claim efficiently. By following these steps, we can work towards resolving the issue and ensuring your satisfaction.
Our commitment to customer satisfaction
At [Your Company Name], we understand the frustration and inconvenience that can arise from receiving damaged goods. We strive to provide the highest quality products and ensure that they reach you in perfect condition. In the rare event that damage occurs during transit, we are here to assist you in resolving the issue promptly.
Preventing future damage
While we do our best to package and protect your order, sometimes unforeseen circumstances can lead to damage during transit. To minimize the risk of future damage, we continuously evaluate and improve our packaging methods. Rest assured that we are committed to delivering your products safely and securely.
Conclusion
If you receive damaged goods, it is crucial to act quickly and report the issue within 24 hours. By providing images and specific details, you can help us process your claim efficiently. We are dedicated to resolving any issues and ensuring your satisfaction. Thank you for choosing Paper & Pen.
What should you do if your product is faulty?
In the unfortunate event that you receive a faulty product from us, we want to make sure you are taken care of. We offer a hassle-free return policy that allows you to receive a full refund, replacement item, or credit upon assessment of the faulty goods. Here's what you need to do:
Returning the product to a physical store
If you purchased the product from one of our physical stores, simply bring it back along with the proof of purchase as soon as reasonably practicable. Our friendly staff will assist you in processing the return and finding a suitable solution.
Returning the product purchased online
If you bought the product online, please contact us via email at to arrange the return. We recommend using a registered postal service with a tracking number to ensure the safe return of the item. Please note that Paper & Pen does not accept responsibility for products lost in transit.
Our commitment to resolving the issue
At Paper & Pen, we take product quality seriously. We understand the inconvenience of receiving a faulty item, and we apologize for any inconvenience caused. Our team will thoroughly assess the returned product to determine the cause of the fault and provide you with the appropriate solution.
Customer satisfaction is our priority
We strive to ensure that every customer has a positive experience with our products. In the rare instance that you encounter a faulty item, we are here to help. Rest assured that we will do everything we can to resolve the issue promptly and to your satisfaction.
Thank you for choosing Paper & Pen. We appreciate your understanding and cooperation in the event of a faulty product.
Returning an item can sometimes be a hassle, but it's important to know what happens next. Once your return is received and inspected, we will send you an email to notify you that we have received the returned item. This email serves as a confirmation that your return has been successfully processed.
How long does the inspection process take?
The inspection process usually takes a few business days. During this time, our team carefully examines the returned item to ensure that it meets our return policy requirements. We check for any signs of wear and tear, damage, or missing parts. This thorough inspection helps us determine the condition of the item and whether it is eligible for a refund.
What happens after the inspection?
After the inspection, we will notify you of the approval or rejection of your refund. If your return is approved, congratulations! Your refund will be processed promptly. The refund amount will depend on the original purchase price and any applicable fees or deductions.
How will I receive my refund?
If you are approved for a refund, a credit will be automatically applied to your credit card or original method of payment. This process may take a few business days to reflect on your account, depending on your bank or credit card provider. Rest assured, we strive to process refunds as quickly as possible.
What if my return is rejected?
If your return is rejected, we will provide you with a detailed explanation via email. Common reasons for rejection include items that do not meet our return policy criteria, such as being outside the return window or not being in the original condition. In such cases, we will offer alternative solutions, such as store credit or an exchange, depending on the circumstances.
Remember, our goal is to ensure a smooth and fair return process for all our customers. If you have any questions or concerns about your return, please don't hesitate to contact our customer support team. We are here to assist you every step of the way.