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)

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
It takes between 2-3 working days for shipments to arrive within Malaysia.
It takes anywhere between 5-21 working days for shipments to arrive outside of Malaysia, depending on your location. 

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. 
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. 

Returns
Returns and refunds will only be processed in the event mishaps happened during the delivery process.  This would mean you received a faulty item which would have been damaged.
We do not process returns or refunds for a wrongly purchased item or items that have been opened or used.