CUSTOMER CARE

CONTACT CUSTOMER SERVICE:

You can talk to someone over the phone by calling us on +61 3 9824 5177 during business hours 10am – 5pm or you can contact us anytime via email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

GIFT VOUCHERS:

Perfect for when you can’t decide what to give, or want your friend or loved one to choose something perfect. Papyrus Design offers $25, $50, $100 or $200 gift vouchers. You will receive the voucher, with a unique code, in the post. Please indicate the recipient’s details at the checkout.

BULK ORDERS:

Papyrus Design is able to arrange a discounted rate for larger quantities. Call or email us for further details.

MAILING LIST:

Keep in touch with the latest news from the stationery world and current in store offers with our E-Newsletter

GENERAL INFORMATION

CURRENCY, GST & TAXES:

All prices are in Australian dollars and include a 10% goods and service tax (GST).

PAYMENT METHODS:

The following credit cards can be used at the Papyrus Design online store:

• Visa
• Mastercard

Alternative methods of payment:

• Direct Deposit

Papyrus Design does not accept cheques or money orders.

Please note that some banks will duplicate the sale with online statements. This is only a temporary status and your account will only be charged once.

If you would like to speak to a member of our online team regarding a return or cancellation, please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or phone +61 3 9824 5177

Online payments are made via either Direct Payment Services. This option uses the latest secure technology and fraud protection.

If you are not comfortable purchasing online, that’s fine. We also offer a number of other convenient payment options including phone/fax your credit card details (Visa or Mastercard) and direct deposit.

* Please note that some payment methods, such as Direct Bank Deposit are not always instant transactions and the good will not be sent until the funds have been cleared. If you require your order sent immediately, we recommend credit card transactions.

CANCELLING YOUR ORDER:

After you have clicked “Confirm Order,” your order begins to process and you cannot make any online changes to it. To cancel your order prior to shipment, you must contact us immediately on +61 3 9824 5177 – please note that if your order has already entered the shipping process, it cannot be changed or cancelled.

ARE YOUR STOCK LEVELS CORRECT?

As we maintain a busy retail space, our stock levels can differ to the quantities shown online. Due to the nature of our POS system, it may take time for the online store to catch up to the retail store. If the product you ordered is not in stock, we will contact you immediately to let you know and arrange the best solution.

HOW DO I KNOW YOUR PRODUCTS ARE AUTHENTIC?

We guarantee all of our merchandise is genuine and authentic.

PRIVACY POLICY

Papyrus Design respects your right to privacy.

Collection Of Information – Papyrus Design only collects the information needed to conduct our business. We may use your details to contact you regarding your order for reasons such as, but not limited to, failed credit card transactions, incomplete order information and stock availability. You will only receive special offers/promotions via email if you choose to sign up for our newsletter, which you can opt out of at any time. We do not sell your details to anyone.

Disclosure – For the purpose of processing your order, we may disclose your details to: Our payment gateway service provider and postage/courier companies. We may disclose your details where required by law to government or regulatory authorities.

Access – You have the right to access any of your personal details kept by Papyrus Design. You will be required to put this request in writing. If you would like any further information about our privacy policy, please contact us.

CREDIT CARD SECURITY

All information submitted to www.papyrusdesign.com is secured using Secure Sockets Layer (SSL) software.

Information held by the Papyrus Design website is protected by firewall technology. Please refer to our Privacy Policy for more details.

RETURNS AND EXCHANGES

You are welcome to return online purchases in any of the following ways:

IN PERSON

Present your online invoice at the Papyrus Design retail store within 14 days of receipt of goods. Please ensure you also bring the credit card used to make the purchase. If an original receipt or credit card cannot be presented, a gift card will be issued as an alternative.

Unfortunately we can't accept returns of Papyrus Design online purchases in if the item has been opened, used, damaged or not in it original sale condition.

BY POST

Alternatively, you can post your goods along with your online invoice within 14 days of receipt to:

Papyrus Design Returns?1119 High Street, Armadale, 3143, VIC, Australia

As Papyrus Design is not liable for the loss of goods being returned, we recommended you return your unwanted goods using registered mail.

If you have received a faulty or incorrect item, Papyrus Design will gladly pay the packaging and postage costs for a replacement. However, all “change of mind” returns must be shipped and handled at the customer's own cost.

RETURNS/EXCHANGES FOR STANDARD WEB ORDERS

14 Day Return Policy (Exchanges) – If you’d like to exchange your purchase for another, place a separate new order online or by calling on +61 3 9824 5177. We then arrange return of the previously ordered item(s) to Papyrus Design for a refund.

There is no Papyrus Design credit and all orders are treated independently.

Products purchased from Papyrus Design automatically include a 14 day exchange option (this excludes sale/discount items/bulk purchases and loose paper). If the item you ordered is not quite what you had in mind you can return it for an exchange, exclusive of shipping costs, within 14 days of receipt of goods.

All returned items need to be in perfect unused and unopened condition, complete with original packaging and should include a copy of your order form. Should the product not be in original condition, please contact us before returning it. There is a $15.00 service and repacking charge for any returned items not in original unopened condition.

You should also include a copy of the Returns/Exchange Form, which can be downloaded here.

We recommend that you return your unwanted items using registered post or traceable courier. We will not be held responsible if returned items are lost in transit.

RETURNS/EXCHANGES FOR SALE ITEMS & BULK/SPECIAL RATE ORDERS

Items such as loose paper or envelopes as well as products purchased in large quantities, at reduced rates may not be returned or exchanged.

FAULTY / WARRANTY RETURNS

In the rare case that you receive a faulty/damaged product upon delivery, simply contact Papyrus Design and we will organise to have the item replaced. All faulty/damaged goods must be returned to us for inspection. We recommend that you return your unwanted items using registered post or courier company with tracking number so you can monitor the delivery. We will not be held responsible if returned items are lost in transit.

When returning the defective goods you should include your order overview and a completed copy of the Returns/Exchange Form, which can be downloaded here.

INCORRECT DELIVERY RETURNS

We do our very best to avoid this, but if you think you have received the wrong item, then please contact us on +61 3 9824 5177.

When returning the goods you should include your order overview and a completed copy of the Returns/Exchange Form, which can be downloaded here.

CHANGE OF MIND

If you change your mind, you are responsible for all shipping and handling charges required to return your online purchase. Please refer to our Return Policy page for more details. All changes must be made with 14 days of receipt of goods.

SHIPPING DESTINATIONS & POSTAGE INFORMATION

DELIVERY OPTIONS:

We offer both Standard and Express Shipping options; these are to be specified during the checkout process. Freight costs are calculated based on the weight of your order and will be communicated during the checkout process.

* Please note that during Sale periods and Public Holidays, some orders may take longer than the times specified for delivery

AUSTRALIA

Please note: We supply Australia Post with your e-mail address so that tracking advice emails can be sent to follow your parcel. When your parcel is 'scanned' by Australia post as arriving at a dispatch centre and then being delivered or being available for collection, you will get an email update. This process normally involves no more than 3 emails. Your email address is not collected, remembered or distributed by Australia Post or any other third party.

STANDARD DELIVERY:

Please note that orders placed before 12pm will be processed for a same day shipping. Orders placed after this time will be processed the following business day.

We use Australia Post e-Parcel delivery. This is a registered service which can be tracked.

Estimated delivery times are: Melbourne 1-2 Days / Sydney 2-4 Days / Adelaide 2-4 Days / Brisbane 3-5 Days / Perth 5-7 Days. Suburbs and regional areas from these capital cities will add a day or two accordingly, depending on distance from the CBD.

This service requires a signature upon delivery. Please nominate a delivery address where somebody is available to sign for the parcel. If nobody is available, a collection card will be left to visit your local Post Office.

Can deliver to PO BOX or Street Address.

Delivers on Monday-Friday. Does not deliver on public holidays.

AUSTRALIA POST EXPRESS POST:

Please note that orders placed before 12pm will be processed for a same day shipping . Orders placed after this time will be processed the following business day.

We use Australia Post e-Parcel EXPRESS delivery. This is a registered service which can be tracked.

This service is a next day delivery to all Australian Capital Cities. Please note, regional areas may not be a next day service. Please note, only Perth 6000 is guaranteed next day. All suburbs of Perth should expect a two day delivery.

This service requires a signature upon delivery. Please nominate a delivery address where somebody is available to sign for the parcel. If nobody is available, a collection card will be left to visit your local Post Office.

Can deliver to PO BOX or Street Address.

Delivers on Monday-Friday. Does not deliver on public holidays.

REST OF WORLD

STANDARD AUSTRALIA POST AIR MAIL:

Please note that orders placed before 12pm will be processed for a same day shipping . Orders placed after this time will be processed the following business day.

We use Australia Post Airmail. This is a not a registered service. This service CANNOT be tracked. The purchaser selects this service at their own liability. This service is not insured.

Estimated delivery times are: New Zealand 7-14 Days / Europe 14-21 Days / America 14-21 Days / Asia Pacific 7-14 Days

Can deliver to PO BOX or Street Address.

Whilst this service is very reliable, we cannot provide tracking updates. In order to help deliver, it is best to provide full contact details including telephone and email address so you can be contacted locally if there are problems with delivery.

WHEN WILL MY ORDER SHIP?

Orders placed before 12pm on any business day which have been confirmed as fully paid will be sent out on that same day. Orders can be sent Monday to Friday (Australian EST) and not on Public Holidays. Orders placed after this time will be processed the following business day.

* Please note that during Sale periods and Public Holidays, some orders may take longer than the times specified for delivery

TRACKING AN ORDER

Please note: We supply Australia Post with your e-mail address so that tracking advice emails can be sent to follow your parcel. When your parcel is 'scanned' by Australia post as arriving at a dispatch centre and then being delivered or being available for collection, you will get an email update. This process normally involves no more than 3 emails. Your email address is not collected, remembered or distributed by Australia Post or any other third party.

Tracking numbers are sent in the Shipping Confirmation email, sent once your order has been dispatched. You can track your order by accessing:

AUSTRALIA POST – please click the “barcode number” button under domestic tracking and enter the full tracking number starting with EUC…for both express post and standard post.

INTERNATIONAL SHIPPING

We ship to selected international destinations. Countries outside of Australia will receive orders in approximately 2-10 working days (goods often arrive sooner than this). You can select the appropriate country in the checkout section of the web site. We will do our best to ensure your delivery arrives as soon as possible. You may be liable for the destination country’s taxes and will be exempted from the Australian GST (10% Tax) if your order is being delivered to a non-Australian address.

PRODUCT PACKAGING

Product packaging for shipping is kept to a minimum. We recycle paper, cardboard, foam and bubble wrap. We make certain that each item is packaged so to ensure a safe transit.