FAQs

Orders are shipped out every Tuesday and Thursday

Question: I changed my mind and would like to add on/ remove an item/ cancel my order
As much as we would love to respond to everyone's personal requests we do hope that you understand that this is not possible. We try and do what we can to help you out, however, it does take additional time to add on or remove items from your order. Please double check your order before making payment as we do not offer refund/ cancellation if you bought the wrong item or have changed your mind. 

For further enquiries you can email us at admin@smidapapercompany.com and we will do our best to get back to you as soon as possible. 

Payments

We accept the following payment methods through our online store
1. PayPal (locally and internationally)
2. Bank Transfers (locally)

Shipping & Handling Time

Handling Time
From the moment orders are received, please allow a handling time of 3-5 days for the items to be shipped out. We are a small team of 2 so your patience would be much appreciated. 

Shipping Time
Local: It takes between 2-3 working days for shipments to arrive within Malaysia.
International: It takes anywhere between 5-21 working days for shipments to arrive outside of Malaysia, depending on your location. Local Malaysian post has temporarily suspended all outbound international mail since the middle of last year and as such we have had to find alternatives. 

We are currently using FedEx and DHL for all our international packages. If you'd prefer one or the other kindly make a note in your order, otherwise we will choose one for your order. We understand the prices are a little steeper but this ensures that you can still receive your packages and in a much faster time frame (2-3 days to less than a week depending on your location) than via regular mail. 

We always hope that your orders reach you in due time, however certain circumstances are out of our control. Your patience is much appreciated. 

Question: My order has been shipped out for quite some times and I have not had any updates. What can I do? 
More often than not, if it has been more than 2-3 weeks, it is highly likely that your package may be held at your local post/ customs office. Please do check with your local post office to see if they have received your package. They will have the latest and most updated information regarding your package than we would. 

Customs and Import Taxes

Please do take note that customs and import taxes are not included in the item prices or shipping charges. These charges are the responsibility of the customer. Depending on your country, the rules and regulations may differ and the cost of import tax may differ as well. Please do check with your local customs office to find out how much you may need to pay additionally. 

We will not be held responsible for unclaimed packages due to unpaid custom duties

Returns & Refunds

Please take note that we do not offer refunds or cancellations of items or orders if you’ve changed your mind. All items on sale are final and cannot be returned.

If you purchased the wrong item accidentally, we can exchange it for something else in store, otherwise we will issue you store credit that you can use on your next order. Do contact us immediately (within 1-2 days of placing your order) at admin@smidapapercompany.com so we can process the exchange. Once the package has been packed and is ready to be shipped, we are unable to process any exchanges or add on items. 

Shipping fees are non-refundable and all customs and duties imposed by your country are the customers responsibility. We hold no responsibility if your item is taxed or is charged for duties. Please check the laws set in place by your country before placing an order with us. 

Damaged, missing or incorrect items
We try our best to avoid such instances, but please inspect your order upon arrival and contact us immediately if the item is defective, damaged, missing or if you received the wrong item, so that we can evaluate the issue and make it right. 

Exchanges/returns
Items can be returned and exchanged for another item, based on availability, however all shipping charges for returns both ways will be borne by the customer. 

Missing, lost or undelivered packages
Please note that once packages leave us, they are under the responsibility of the courier service and therefore any missing, delayed or undelivered packages are not our responsibility. In the event of such occurrences, we hope you understand what we cannot offer you a refund on your order.

Please double check your details when placing your order, if you notice a mistake or would like to change addresses, please contact us as soon as possible. 

You can always contact us for any further questions at admin@smidapapercompany.com.