FAQ & Shipping info
Do you ship to my country?
We currently ship to all member countries of the European Union. If you’re located in Romania, please place your order through LunaStudio.
How much does shipping cost?
Shipping costs vary by country and are automatically calculated at checkout. You’ll see the exact shipping fee before completing your purchase.
How long does delivery take?
Orders are usually dispatched within 24 hours on working days (Monday to Friday, except legal holidays). Once shipped, delivery typically takes 3-7 working days, depending on the destination and carrier. During busy periods, transit times may be extended due to carrier delays. We ship via DPD or FedEx and ensure timely dispatch, but transit times are beyond our control once the package leaves our facility.
Do you offer express shipping?
We do not offer express shipping at this time.
What should I do if my package arrives damaged?
We take great care in packaging our products securely, using protective materials like cardboard reinforcements and bubble wrap—sometimes even going a little overboard to ensure your order arrives safely! We also incorporate recycled packaging whenever possible. We know how frustrating it can be to eagerly await a package only for it to arrive damaged, which is why we do everything we can to prevent this.
However, if your package does arrive damaged, here’s what to do:
- Before accepting the package, inspect it in the presence of the courier. If you notice severe visible damage, we strongly recommend refusing the package. This way, it will be returned to our warehouse, and we can process the issue right away.
- If you decide to accept the package, request a damage report from the courier. This is essential for filing a claim. Additionally, take clear photos of the damaged package, ensuring the shipping label with the tracking number is visible as well.
- Report the issue to us as soon as possible at he***@*******le.com. Attach the photos and a copy of the damage report so we can assist you in resolving the situation.
Our goal is for your order to reach you in perfect condition, and we appreciate your help in handling any rare shipping mishaps as smoothly as possible!
What if I receive the wrong item or my order is incomplete?
Please report any order issues within 3 days of receiving your package. You can notify us via email or contact form, and we’ll take all necessary steps to resolve the issue as quickly as possible.
Note: Claims made after several days or weeks cannot be accepted, as it becomes more difficult to verify and process them.
What is your return policy?
Our full return policy can be found here.
Can I return custom-cut cardstock or personalized items?
No, customized products (including custom-cut cardstock or printed envelopes) cannot be returned, as they are cut or printed to your specifications.
Do you offer custom cutting for paper and cardstock?
Yes, we can cut A4 cardstock into smaller sizes. You can purchase our custom cutting service HERE.
Can you print on envelopes?
Yes, we offer envelope printing for designers who can provide print-ready files at industry-standard quality. We print using an Oki Pro 9542 digital laser printer.
For more details or to request a quote, please contact us.
Can I order samples before purchasing in bulk?
Yes! We offer sample packs for different products:
C6 envelope sample pack – HERE
B6 envelope sample pack – HERE
A7 envelope sample pack – HERE
Small paper & cardstock swatch sampler – HERE
You can also purchase a single piece of any product in-store.
Are your envelopes and cardstock compatible with home printers?
Most of our cardstock and paper are printer-friendly, but it’s essential to check your printer’s specifications to ensure compatibility with heavier papers. Some home printers may struggle with paper weights over 250-300gsm.
For shimmery cardstock and vellum, a laser printer generally provides better results than inkjet, as inkjet printers may not dry properly on coated surfaces.
If you’re printing on a specific cardstock or paper weight for the first time and aren’t sure about compatibility, we recommend testing a sample first. Our low minimum order allows you to purchase as little as 10 A4 sheets, or one envelope, making it easy to experiment before committing to a larger quantity.
Do you offer bulk order discounts?
We offer a 5% discount on orders over €500 for returning customers. If you’re placing a large first-time order and would like to inquire about a discount, feel free to reach out—we’ll review requests on a case-by-case basis.
The color isn't exactly as I expected. Why?
Colors can appear different in person compared to what you see on a screen due to variations in display settings, screen brightness, and ambient lighting. Even in real life, the same shade may look slightly different depending on the light source. Additionally, natural variations in paper batches can sometimes cause subtle differences in tone.
If color accuracy is crucial for your project, we recommend requesting additional photos or videos via email or our contact form before ordering. You can also purchase a sample to ensure the shade meets your expectations.
Still have questions?
If you need more details or assistance, feel free to contact us. We’re happy to help!
