Shipping Policy

1. Tracking Your Order

You can track your papmall® order in Your Orders. If you need more detailed help with tracking your package, please visit Track Your Package.

2. Global Shipping time

papmall® uses DHL as the carrier. The standard global shipping policy can vary depending on the shipping carrier and the country of origin and destination.

When shipping internationally, there are different delivery speed options available during checkout, typically Standard, Expedited, and Priority. The table shows our fastest available speeds when choosing Standard or Priority Shipping at checkout. Expedited (if available) typically ships faster than Standard, but slower than Priority.

Region	DHL Standard	DHL Express
Asia-Pacific	2-4 business days	1-2 business days
Europe	4-6 business days	1-3 business days
North America	4-6 business days	1-3 business days
South America	5-7 business days	2-4 business days
Middle East	4-6 business days	2-4 business days
Africa	4-6 business days	2-4 business days

It’s important to note that these shipping times are estimates and may vary depending on factors such as customs clearance, weather conditions, and other unforeseen circumstances. DHL provides customers with real-time tracking and updates to help them stay informed about the status of their shipments.

3. FAQs

For more information, you can visit DHL FAQs to know more about their shipping policies

• What is a tracking number/ID?

A tracking number or ID is a combination of numbers and/or letters that uniquely identifies your shipment. The ID length may vary from 10 to 39 characters.

• Where can I find my tracking number/ID?

In general, papmall® will provide the tracking number or ID. If you have ordered a product, the confirmation email or shipment notification often contains the tracking number or ID.

If not, please contact us.

Please note that not all shipments have tracking numbers/IDs.

• Why is my shipment status unchanged?

For most shipments, we provide only milestone tracking which means it may take some time before a new tracking event is displayed. Your package continues to travel to its destination despite the time between the tracking events. Depending on the destination, it could also take time to arrive in the destination country due to the distance and transit time of the selected service. Your shipment might also be delayed. Delivery delays can be caused by events beyond the control of DHL, e.g. weather events, local disruptions like public holidays, customs or strikes. In the event your shipment has not arrived within 10 days after the expected delivery time, kindly contact your merchant or online shop. The merchant or online shop as our contract partner can start an investigation for lost items.

Please also note that some packages only have limited tracking events in the country of origin and no tracking events in the destination country.

• Can I change the delivery day or delivery time?

Unfortunately, it is not possible to change the delivery day or delivery time once the shipment has been dispatched.

• My order hasn’t arrived yet. Where is it?

There could be various reasons why your order has not arrived yet. Some possible causes could be:

• Delay in shipping: Sometimes, due to unforeseen circumstances, there might be a delay in the shipment of the order. It could be due to issues with the logistics provider or natural calamities like extreme weather conditions.

• Incomplete or incorrect shipping address: If your mailing address is partial or inaccurate, it can lead to late or misdelivery.

• Customs clearance: If the order is shipped internationally, it might be held up at customs for clearance, which can take some time.

Kindly provide us with your order number, and we will check its status with our logistics team. We will get back to you as soon as possible with an update on the delivery of your parcels.

• Do you deliver on public holidays?

Our delivery services are usually affected by public holidays, and we may not be able to deliver on these days. However, we encourage you to check our website or contact our customer service team for more specific information regarding our delivery schedule during public holidays.

We strive to provide you with the best customer service experience possible, and we thank you for choosing papmall® as your preferred e-commerce platform.

• Do you deliver to my postcode?

We deliver to a wide range of postcodes within our delivery area. To check if we deliver to your postcode, kindly enter your postcode in the “Track Your Package.” section on our website or contact our customer service team, who will be happy to assist you.

We appreciate your interest in our services and look forward to serving you as our valued customer.

• Is next-day delivery available on all orders?

Next-day delivery may not be available on all orders, as it depends on various factors, such as the delivery location, the availability of the product, and the time the order was placed.

However, we do offer next-day delivery on many of our products, and you can check the availability of this service on the product page or during the checkout process.

Feel free to contact our customer service team if you require further assistance or have any additional queries regarding our delivery services.

Thank you for choosing papmall® as your preferred e-commerce platform.

• Do I need to be there to sign for delivery?

Thank you for contacting us. The requirement for a signature upon delivery varies depending on the item and the place of delivery. A signature may be required to ensure safe delivery and prevent theft or damage to the merchandise.

Certain things, such as small and lightweight shipments, may not require a signature, and the delivery can be accomplished without your presence.

Please refer to the delivery information provided on the product page or during the checkout process to determine the precise delivery requirements for your order. You can also contact our customer care staff for further information.

Thank you for selecting papmall® as your e-commerce platform of choice.

• My shipment is damaged or the content is missing. What can I do?

When your shipment is delivered by the local post, you should go to your local post office within 7 days to submit a damage report.

Please send the damage report to papmall®. We will then claim the damaged or lost parcel with DHL. Please understand that only papmall® can file a claim as we are the contract partner of DHL.