FAQS + Shipping/Returns Policy

When will my order arrive?

Every silhouette piece we create is custom and one of a kind and it takes time to make it just right.  Our turnaround time is 3-4 weeks from the time you have approved your final proof although during our busy season (like Mother's Day and Christmas) expect even longer turnarounds. We know what's it like to wait for a package to arrive and we make every effort to send your order within our specified turnaround time.

What type of pictures should I send?

We recommend you submit pictures that reflect your everyday style. For gifts like cuff links, jewelry, face profile pictures will create the most beautiful silhouettes. But full body photographs make adorable ornaments and silhouette wall art. For more advise on what photos to send, refer to the Photo Tips section of Our Process page.

I have a lot of pictures but don't know which ones to send.

If you can't decide which pictures to upload or need some help selecting the best ones, please feel free to include 1-2 extra pictures. We would be happy to look through them and pick the one we feel best describes the subject. Before you place an order, please take a moment to familiarize yourself with the type of photos we use. Refer to the Photo Tips section of Our Process page.

How do I determine how many Custom Silhouettes to add to my item?

If you have one child, pet, etc, you need to select 1 Custom silhouette. For a family of four (dad, mom and two kids) you would need to select 4 Custom silhouettes. Each subject requires its own custom silhouette to be drawn.

Can I add more charms to my necklace in the future?

Of course. To add a new charm to your necklace, simply purchase the charm of choice under the "Loose Charms" section of our shop. Simply follow the following steps:

Mail your necklace in a way that guarantees it won't tangle. If your necklace requires extra attention due to a knotted chain, a fee will apply. A tangled necklace may also cause delays in production. You can email orders@lepapierstudio.com for any additional questions or advice on the safest way to send your jewelry to our studio.

Will I receive a proof?

All custom orders (orders for which you have uploaded pictures for custom silhouettes) receive one electronic proof within 5-7 business days of placing the order. You can request one round of minor adjustments to the first proof (such as adding eyelashes or a few more curls) at no additional fee. But if a new silhouette is requested to be drawn from a completely different photo, an additional design fee of $10 will apply to the order (you will be billed separately for that).

For orders that don't require custom silhouettes to be drawn (but rather selected from our stock silhouettes), if a proof is required, it will be $8 (and you can add this option when you place your order).

How often do you run sales or promotions?

It all depends! You can follow us on Instagram @lepapierstudio to stay up to date on promotions, new products, behind the scenes happenings and see samples of our work on our clients hands. Also make sure to sign up for our newsletter to get notifications before sales are happening.

Will I be charged sales tax?

All orders shipped in Virginia are charged a 5.3% sales tax. This is because we have a physical location in Virginia. We do not charge sales tax to orders shipped in other states.

What are your shipping rates?

We offer Flat Rate shipping for both Domestic and International. Orders over $150 ship for free within the US.

Flat Rate Priority Mail (2-3 business days within the US) $7.50

Flat Rate Express Mail (1-2 business days within the US) $35.00

First Class International Parcel (CANADA) $14.00

First Class International Parcel (ALL OTHER COUNTRIES) $18.50

Priority Mail International (ALL COUNTRIES) $40.00

Express Mail International (ALL COUNTRIES) $100.00

Please note that shipping times DO NOT include the processing time required for your order to be created. The processing time for your item can be found in the item description page of each design. We are not able to refund for lost packages that have been confirmed as "delivered" by either carrier or for orders that arrive late due to postal service error.

International orders

We love shipping our products to people all around the world. Because of the time and cost associated with shipping our products internationally, all international orders are final sale. Many countries collect customs/duty fees for international purchases, so please review your country's international customs policies as we are unaware and are not responsible for the payment of those duties and fees.

What is your return policy?

We're happy when you're happy and we proudly stand behind each of our products.  Custom pieces (any item created with custom silhouettes) are Final Sale. We do not accept returns or issue refunds for ANY custom item. An exception to this is an error made on our part that deviates from your original order (such as incorrect spelling of a name or date). However, we must be notified of the issue within 5 days of receiving the item.

In some rare cases a refund is approved by us (before the order has been sent to production). If an initial proof has been sent before the refund agreement, the custom fee for crafting your silhouette proofs can not be refunded. This fee will vary on the number of silhouettes that are crafted for your order (each custom silhouette is $10. Refer to the "How do I determine how many Custom Silhouettes to add to my item?" section of this page for tips on how we calculate the number of custom silhouettes)

Due to the highly customized, labor intensive nature of our designs, if we have already began crafting a custom item for you, we may not be able to change cancel the pending order.  If you need to modify your order, please contact us within 24 hours. If you have placed an order and decide to cancel it at a later date, you can do so within 30 days of the date you placed the order (this can only be done if we have not started on your order).

Please refer to the description of each product before proceeding with a purchase. The size and specifics of each piece are clearly defined on the description of the product and should help answer any questions you may have.

Please note that for our smallest size charms, some of the facial features might be less noticeable and not as clear compared to the actual proof you will receive. The digital proofs are done according to the size of the picture/s provided with your order. The actual silhouette charms are much smaller. If this is an issue for you, please opt for a larger size charm. We are happy to answer additional questions regarding sizing, prior to you placing an order.

Which material should I choose for my jewelry?

It is completely up to your personal preference. We offer our pieces in sterling silver, gold filled and 14K solid yellow, rose and white gold. Please refer to our Materials/Jewelry Care page to get more details on the properties of each metal before making your decision on which metal to choose. You can also contact us at any time with questions before you make a purchase.

COLORS AND PRODUCT INFORMATION

Le Papier Studio makes every attempt to accurately display all colors shown in this website. However, colors may very slightly due to the variation on the monitor they are viewed on. Metals are hard to photograph. We do our best to capture their true qualities and colors.

JEWELRY MATERIALS + CARE

14K Solid Gold - we use 14k solid yellow, rose and white gold on our heirloom jewelry so your pieces will last you a lifetime. Unlike plated gold, solid gold will not rub off or alter in appearance over time and is durable enough to withstand daily use. Like any precious metal, solid gold does scratch, so being mindful and using a scratch free cloth to clean is highly recommended to ensure the longevity of your pieces.

.925 Silver - The best way to clean your sterling silver charm, and to prevent or remove dirt and tarnish, is to use a silver polishing cloth or any anti-tarnish silver polish which can be found at your local supermarket or drugstore. Rub the cloth on the charm until it's shiny again.

Gold filled - Gently clean your gold filled piece with a soft toothbrush and a small amount of mild dishwasher liquid. Rinse well and place on a towel to air dry. Be sure your charm is completely dry before storing.

A note on the gold filled material - Due to the laser cutting process, the edges of the gold filled charms are exposed base material (cooper and brass) and like any non-solid gold metal, your piece will tarnish over time. You can certainly slow down the tarnishing process by taking good care of your piece (using the instructions provided here and on the care card that comes with your order). Avoid wearing perfume, hair or deodorant spray. Perspiration also plays a role on how fast your gold filled piece will tarnish. Everyone's body chemistry is different and some people are more susceptible that others.  If this is a concern to you, opt for the solid gold or sterling silver option instead.

For more information on gold filled metal please refer to this article.

Some fine “scratch” marks are common and part of the handmade nature of our pieces (and more noticeable on the smaller charms). If you notice them, don't panic. Just know they are there for that reason.

GIFT WRAPPING

Every Le Papier Studio piece is designed to be treasured, and every detail is given a great attention . Each item that leaves our studio is beautifully wrapped, ready to give as a gift. If your order is meant to be a gift, make sure to add our Signature Wrapping to your order. We can add a gift note to any order for you, if you wish. We can also ship a gift directly to the recipient. Just leave us the message in the during the checkout process. If you do not leave us a message indicating your shipment is a gift, your recipient may not be aware of who the package is from!

DISCLAIMER

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