Customer Service


Mon-Fri: 8:00 am - 6:00 pm

Frequently Asked Questions

How long does it take for my order to be processed?

Date of receiving the order depends on thee two processes: Processing: Standard processing time is 1-2 business days. Once your order has been collected and is ready to be sent, you will receive a notification e-mail. Shipment: The shipping time depends on the delivery method you have chosen and takes usually 1-3 business days. If you have chosen "Personal Collection" as a delivery method, your order will be ready in 1-2 business day. You will receive an e-mail informing that your order is ready to be picked up at one of our stores.

I have a problem with PayU payment. Can I pay by bank transfer instead?

Yes, you can transfer money to the following bank account details:PaperConcept
ul. Trakt Lubelski 170
04-790 Warszawa
account number: 55 1030 0019 0109 8530 0031 9621 (Bank Handlowy w Warszawie SA)
Use your oder number as a transfer name.

What are the bank account details?

PaperConcept's bank account details:PaperConcept
ul. Trakt Lubelski 170
04-790 Warszawa
account number: 55 1030 0019 0109 8530 0031 9621 (Bank Handlowy w Warszawie SA)
Use your oder number as a transfer name.

When do I get a discount?

Our customers get a discount for shopping over 500 PLN. Please contact our Customer Service before you place your order for over 500 PLN. We have individual and special offers for our regular customers (depending on the frequency and number of orders).

Can I do shopping at PaperConcepts office at ul. Trakt Lubelski?

Unfortunately not. It is only PaperConcept's office.

I have not received an e-mail confirming that my order has beed placed. Will my order be processed?

This error can be caused by providing invalid or incorrect e-mail address. Please also check if your e-mail has not been moved to spam.Please check if you can see your order at: My Account -> My orders. If your order cannot be seen in My orders, please contact our customer service.

Why can't I choose InPost Parcel Lockers, Collect from "RUCH", or Priority certified letter as a delivery method?

We use best efforts to deliver your products intact. As some products are of an unusual weight or size, not all means of delivery are available.

Do you ship internationally?

Yes, we do ship to the addresses outside Poland. Please contact our Customer Service to discuss the details.

Can I change my order after it has been placed?

Unfortunately, it is not possible to change the order after it has been placed.

Can I receive a VAT invoice?

We send VAT invoice on request.

I received a receipt instead of VAT incvice that I requested.

In this case, you are kindly requested to sent original receipt to the following address. After we receive your receipt, we will send VAT invoice to you (electronically or by post).PaperConcept
ul. Trakt Lubelski 170
04-790 Warszawa

Where and how can I check the status of my order?

You can check the status of your order at My Account -> Orders.

How can I cancel the order?

To cancel the order you need to fill in the following Purchase Order Cancellation form: www.paperconcept.pl/files-docs/PaperConcept-zwrot.pdf. Please send the Purchase Order Cancellation Form, product and receipt (or invoice) to the following address:PaperConcept
ul. Trakt Lubelski 170
04-790 Warszawa
Your money will be sent to a given bank account number within 14 business days.

I have received different products than I ordered/The product that I ordered is defective. How can I make a complaint?

Any claims and complaints should be sent to the following e-mail address: reklamacje@paperconcept.pl.