Frequently asked questions
Need help? Take a look at the answers to these FAQs. Can't find what you're looking for? Contact me and I'll get back to you as soon as I can.
Shopping with us
How will I know that you've received my order?
I will send you an order confirmation email once we have received your payment. This email contains details of the products you have ordered, the total cost of the order including delivery and your order number.
When will I be charged for my order?
You will be charged at the time you place your order.
What payment methods do you accept?
I accept payments made using VISA, MasterCard and American Express credit cards, as well as payments made via PayPal.
What happens if an item I've ordered is out of stock?
Whilst every effort is made to ensure stock accuracy, I might occasionally run out of some items. If this happens, I will contact you to let you know and ask if you would like to order an alternative item or have a refund. If you request a refund, your payment (including any shipping costs for this item) will be refunded using your original payment method.
Can I cancel or make changes to my order?
Under normal circumstances I don't allow orders to be cancelled or changed once they have been submitted. However, if you would like to cancel or change your order, please contact me within 1 hour of placing the order and I might be able to help. Please include your order reference number in your message.
What do I do if I forgot to apply a promotional code when I placed my order?
Unfortunately it's not possible to add a promotional code once an order has been placed. However, if you contact me within 1 hour of placing your order, I might be able to cancel it so that you can place a new order using the correct promotional code. Please include your order reference number in your message.
How do I return an item for a refund?
I hope that you are happy with your purchase, but if not, you can return it to me for a refund (excluding shipping costs) within a set number of days of receipt of confirmation that your order has been dispatched. The number of days varies by delivery destination:
Hong Kong: 10 days
Rest of Asia: 22 days
Rest of World: 30 days
For more information and details of exclusions applying, please refer to the Terms and Conditions.
What do I do if an item is damaged when I receive it?
Please contact me (making sure you include your order reference number in your message), and I'll be happy to help. Or refer to the Terms and Conditions for more information.
How do I exchange an item?
Unfortunately I am unable to offer exchanges at this time. Please place a new order for the required item and return the unwanted item to me for processing.
Shipping and delivery
Do you ship internationally?
Yes, I do.
Will I have to pay any duties or customs charges?
Depending on the delivery destination, you might need to pay additional duties and taxes. It is your responsibility to pay these charges – please contact your local customs office for more information on customs policies.
If you decide not to pay the customs charges, your parcel will eventually be returned to me and I will process a refund for your order (excluding shipping costs) in accordance with the refund policy. For more information, please refer to the Terms and Conditions.
How long will my order take to process?
I endeavour to dispatch all orders within 1-3 working days of the order being received and accepted by Paper-Roses, but I retain the right to extend this time during busy periods and holidays.
Who delivers my order and how long will it take to arrive?
Standard shipping options use Hong Kong Post’s local and airmail postal services. Orders shipped to delivery addresses in Hong Kong using the standard delivery service will not be tracked. Depending on the precise service used, orders shipped to overseas addresses may or may not be tracked. If using a tracked service is important to you, please contact me before placing your order and I can confirm whether your parcel will be shipped using a tracked service and discuss alternatives.
The time your order takes to arrive will depend on the delivery destination. Estimated delivery times are:
Hong Kong: 2-3 working days
Rest of Asia: 8-15 working days
Rest of World: 10-22 working days
These are estimates (based on information provided by Hong Kong Post). Unfortunately, we cannot guarantee that these estimates will be met as delivery is dependent on the postal services, and for international deliveries, customs authorities. Alternative delivery options can be arranged upon request. Please contact me before placing your order for details.
How much does delivery cost?
Delivery charges vary depending on the products ordered and the delivery destination selected and cannot be refunded.
Can I track my order?
All orders are shipped using Hong Kong Post's local and airmail postal services. Depending on the precise service used, your parcel may or may not be tracked. If using a tracked service is important to you please contact me before placing your order and I will confirm whether your parcel will be shipped using a tracked service and discuss alternative delivery options.
Ordering bespoke items
Do you offer bespoke or custom items?
Yes, I can produce custom designs which are based around my existing illustrations or I can create completely bespoke designs for your printed items. Think unique Christmas cards, personalised stationery sets, the perfect stationery for your wedding or some impeccable invitations for the party of all parties you're planning.
I can also create custom one-off illustrations for your wall.
Please contact me with any requests for bespoke or custom items.
Unfortunately I am not able to take custom orders for fabric or ceramic items at this time.
How much will a bespoke order cost?
This will depend on the complexity of the design, paper size and the number of items you want. I will provide a quote once I have all of the details.
Is there a minimum order size for bespoke orders of printed items?
For many paper items, there is no minimum order size, but the price per item will be higher for small orders. Gift wrap, red packets and notebooks all have a minimum order size of 300 items.
Wholesale orders
Does Paper-Roses offer wholesale opportunities?
Yes, I do. Please complete this form if you'd like to become a trade partner and I'll be in touch.