ORDERING & SHIPPING
How do I shop on your online store?
Orders can be placed on our website 24/7. Browse our items and click “add to cart” when you are ready to purchase. Once you are finished adding the item(s), click on the cart symbol at the top right and then checkout. You will fill out the necessary information requested and then click the place order button. You can always save your shipping and billing information along with your credit card to speed up the checkout process in the future. Once your order is placed, you will receive an email confirmation. An additional email will be sent when the order ships with tracking information.
What forms of payment are accepted?
We accept Apple Pay, Google Pay, VISA, MASTERCARD, DISCOVER, AMEX, and PAYPAL.
*Please note: Your billing address must match exactly as it is appears on your credit card statement. This information is used as part of the validation process for your credit card payment. All orders are subject to review. We reserve the right to cancel any order.
How long does delivery take?
Your order ships within 2 to 3 business days from the time the order is placed. Orders ship Monday through Friday only.
How can I track my order?
As soon as your order ships, you will receive an email confirmation with tracking information. You can then track the package but it may take up to 24 hours for tracking information to update. You can also go under “my account” and click on order history.
Can I add an item to my order after I placed the order?
Unfortunately not, you will need to place an entire new order for anything you wish to purchase.
How do I cancel or edit an order I placed?
Once an order is placed, we are unable to cancel or modify it.
Do you ship internationally?
International shipping is currently available Worldwide. Shipping rates for international orders will be calculated at checkout.
Who handles your international shipping?
We ship all our international orders with DHL. DHL has a number of shipping partners around the world that handle your local delivery and ensure your package arrives safely and quickly.
Do I have to pay duties and taxes?
To create a better delivery experience for you, we now offer the ability to pay for the duties and taxes at checkout or pay for the duties and taxes once your order arrives. ( Please note if you decide to pay for the duties and taxes later, all responsibilities will be passed to the customer to handle
Please note that duties and taxes assessed by customs vary by country and product.
Why was the merchandise out of stock, but I was able to purchase it?
We make an effort to fulfill your entire order, but there may be a rare occasion we need to cancel one or more items. If we are unable to fulfill your entire order, you will be notified via email of the out of stock merchandise. You will not be charged for unshipped item(s).
When will I receive my order?
We want you to receive your order as fast as possible!
International orders are typically delivered within 8 -14 business days once the order has been fulfilled. Once your order has been fulfilled, the estimated delivery date will be shown on your tracking page.
My package seems to have stopped moving.
If your package stops moving at any point, do not fret! It is still on its way to you and is likely just clearing customs. Occasionally, there may be delays due to customs or weather events. If this happens, your tracking page will be updated with the latest shipping status.
At any time, if you have a shipping related question you can reach out via firstname.lastname@example.org
RETURNS & REFUNDS
What is your return policy?
Certain products are final sale and are non-returnable. Final Sale Items include sale items, hats, tees, socks, bags, and other items specifically listed on the individual product page as not returnable.
For items that are returnable see the below policy
1. Items must be returned within 14 days from the day you receive your order.
2. Merchandise must be unworn, tags attached, and free of ANY defects.
3. If the above requirements are met, a refund will be granted for the original amount paid for the merchandise and applied as online credit, in the form of a gift card. Shipping costs and any other taxes associated with the order are not refunded.
When can I expect to receive my refund?
Once your return is received, please allow up to 7 business days for the return to be processed and the value will be applied as online credit in the form of a gift card. You will not be refunded for the shipping cost at the initial part of purchase.
What if I return an item that I did not specify during my return process?
**PAPER PLANES IP HOLDINGS IS NOT RESPONSIBLE FOR ANY OTHER ITEMS OTHER THAN THOSE SPECIFIED ON THE RETURN SLIP. IF YOU RETURN AN ITEM NOT ON YOUR ORIGINAL RETURN SLIP, PAPER PLANES WILL DISCARD OF ANY ADDITIONAL ITEMS AT THE COST OF THE CUSTOMER**
Please note Paper Planes fulfills orders out of a major distribution center and failure to add the item/s to your return slip will lead to a disposal of any additional items not identified on the return slip
What is your exchange policy?
If you would like to exchange an item(s) for any reason, please follow the return policy instructions. Note you still must follow the 14 day policy. Once you return your item(s), then place an entire new order on our website for your desired item(s).
How do I return an international order?
1. Head to the Global E Returns Portal to generate your returns label. You will need your order number (which starts with GE) and email address handy to create this. The returns portal can be found: HERE
2. Once in the return’s portal, select the item/s you wish to return, choose a reason from the drop down menu and click next.
3. Your returns label and form will be generated.
4. Include the Global E returns form inside the parcel.
5. Attach the return address label to the outside of your parcel ensuring you remove any old address or postage labels.
6. Return your parcel via your selected carrier.
Please make sure to track the status of your return: HERE