FAQ

If you need to cancel your order, please contact us immediately at help@oneandonlypaper.com and be sure to include your order number. We are not able to cancel orders after we have shipped them out. 

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

We try to get your order out to you as quickly as possible! Our standard processing time is 3-5 business days, and shipping times will depend on the carrier. Most orders within the United States will arrive with 7-10 days. If you are expecting an order that is taking longer than expected, we recommend first checking your tracking number that should be in your emailed shipping confirmation, as that will have the most updated information on where your package is. You can also reach our customer care team at help@oneandonlypaper.com 

We ship to most regions worldwide. We are currently unable to ship matches and matchbooks outside of the United States. 

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. We work hard to keep our shipping prices low. If your order value is more than $45, we provide free shipping within the U.S.

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to dispatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

You can absolutely return your item to us, within 5 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, we require a receipt or proof of purchase.

We are not able to refund any item not in its original condition, or any items returned after the 5 day window.

To begin processing your return, please email help@oneandonlypaper.com 

If your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via help@oneadonlypaper.com with the details. We’ll respond as soon as we are able. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

If you have a package that was marked as delivered but you have not yet received it, we ask you to take the following steps:

1. Check with your neighbors or front office (if applicable) to see if the package was left there.
2. Reach out to your local post office or UPS, or FedEx facility.
3. Contact our team at help@oneandonlypaper.com  with your order number.

Please report your lost or stolen shipment within 7 days of the marked delivery date. 

Please note, we are not responsible for refunding or reshipping lost orders due to an incorrect address at checkout.

Hey neighbor! We are not able to provide local pickup at this time.