Customer service
I have not received an order confirmation.
If you have not received an order confirmation, it is possible that you have entered the wrong email address. In that case, let us know and we will send you an order confirmation. In other cases, the order may not have gone through, or the order confirmation may have ended up in your junk mail. Please contact us before placing a new order to avoid duplicate orders.
I still haven't received my order, when will it arrive?
It's probably on its way! It happens that customers receive an email saying their order is available for collection but the email ended up in spam, so check your spam first and then contact our customer service and we'll be more than happy to look into this!
I can't find/lost my tracking number
Once your order has been shipped from our warehouse, you will receive an email with a tracking number. If not, contact us and we will send a new tracking code on your delivery.
Can I cancel or make changes to my order after I place it?
Unfortunately, we cannot make changes to an existing order. However, we can cancel your order before it leaves our warehouse. If so, send to hello@smilypaper.com with the subject heading “CANCEL ORDER” and we'll see what we can do.
My discount code is not working
Contact us and we will help you!
What payment options do you offer?
30 days invoice
I have a company and order as a company. Can I have a copy of the invoice/receipt for e.g. accounting purposes?
Contact us and we will send you a copy.
PRODUCT
When will my favorite product be back in stock?
The products are produced continuously, which makes it difficult to answer exactly when you can order them again. Sign up on the product page to be notified when the product is back in stock, and we'll send you an email when they're back in stock.
Can products be customized?
Currently we do not offer product customizations but we plan to introduce some customizations in the near future.
Returns and complaints
How do I return a product?
Products that are unused and unopened from their original packaging can be returned within 14 days from the day you received the delivery. During the Christmas shopping period, you have an extended return period of up to 30 days.
The return shipping cost in Sweden is 49 sek. Deposit of an amount corresponding to the returned item minus return shipping will be deposited into the account you used at the time of purchase as soon as the warehouse has received and approved your return.
To return one/several products, proceed as follows:
1. Ensure that the product is in the same condition as when delivered
2. Put it in these original package/carton or equivalent
3. Send an email to hello@smilypaper.com. In this email, write "return + your order number" in the subject line. In the email, you then state the article number and quantity of the goods you wish to return
4. You will then receive an email from us with a return slip that you print out, stick on the return package and hand in at the nearest collection point
5. Return the products to the following address, DO NOT FORGET THE ORDER NUMBER on the package:
SMILY PAPER AB
Order number: [enter your order number]
Cementvägen 6
136 50 Earth bridge
As soon as your return has entered the warehouse, we will deposit the amount corresponding to the returned item to the account you used at the time of purchase. As well as emailing you a confirmation of this.
If you live outside of Sweden, you yourself are responsible for returning the products within 14 days from the day you received the delivery.
How long does it take to register a return?
Our aim is to process your return as soon as possible. However, we reserve the right to process your return within two weeks of receiving the return.
What happens to my payment when I return my order?
Once your return has been checked and processed, we will issue a credit invoice.
Change of product
We currently do not offer product exchanges but of course you can make a return and be credited for a product and then place a new order online.
My package arrived damaged/incomplete
If you received a product that is damaged, of course we want to fix it! Contact us at hello@smilypaper.com and we will make sure to solve it in the best way. Send a picture and description showing the faulty product along with your order number for faster assistance.
Shipping and delivery
What delivery options are available and how is my package delivered?
For delivery within Sweden, we deliver with DHL (service point). After you place your order, we will send you an email confirmation. Once your order has been shipped, you will receive a tracking code to follow its progress. You will be notified via SMS or email by the shipping provider when your order is available for pickup.
How long does the delivery take and what is the shipping cost?
For shipping in Sweden, the delivery time is usually between 1-3 days depending on where you live with a fixed shipping fee of SEK 29. We always aim to ship your order as soon as possible and orders are normally dispatched the same or next working day from when we receive the order. Please note that delivery times may be slightly delayed due to delays in transit, high order volume in our warehouse or during sales/holiday periods.
Which countries do you ship to?
We currently ship to the following countries: USA, Austria, Belgium, Denmark, Estonia, Finland, France, Germany, England, Italy, Netherlands, Poland, Portugal, Spain, Sweden and Finland