FAQ

How to enjoy

How to return

How to receive

How to pay

How to buy

How to browse

What display resolution do I need to properly see the webpage?

We have optimized www.papiroga.com to display perfectly for any resolution higher than 1.024 pixels wide and 768 high.

What browser do I need?

You can browse through our website with any browser that meets to basic requirements: it has to have been updated in the last decade and it must not have been forbidden by its own developer. If this is not your case, you will browse without problems with your Explorer 8 or higher, if you love open software you will also have no problem if you use Firefox 3.5 or higher or, if you prefer proprietary software with Safari 5 or higher; even if you are an enthusiastic of monopolies and you prefer Google Chrome 6 or higher, where you can also use its own navigation toolbar to search for any accessory.

However, if you didn’t feel represented by any of these scenarios, we fear the worst: you have Internet Explorer 7, a browser that even Bill Gates has renounced, together with 3 million developers that have had to face with it at some point in their lives before reconsidering their jobs. If this is your case, there it goes our daring and revolutionary advise: get updated!

Can I return an accessory?

Of course. If your accessory doesn't make you feel completely happy, cool or pure: you find another one like it at a party or it has a slight manufacturing fault, you can return it no problem.

What should I do if I want to return an item?

At papiroga we take care of everything for all returns. So if you aren't entirely happy with your accessory, you have found another one like it or it has a slight manufacturing fault, send us an email to info@papiroga.com and we will contact you to arrange for a courier to collect it from you as soon as possible.

How many days do I have to return a product?

You have 15 calendar days from your buying date to return the products.

Is there any cost for returning a product?

No, contact us and we will let you know how to proceed.

How will I get my money returned?

You will receive it in the same payment method that you used for making the purchase.

When will I receive the amount of my return?

Maximum of 15 calendar days since the return is accepted.

Do the accessories come with a guarantee?

At papiroga we cover the accessory's first two weeks of life, coinciding with the end of its teens. So if you've ended up with a bit of a rebel, send us it and we'll fix it.

Where can I receive my order?

In any address you want, either your home address, your work address, etc.
Can the country of delivery be different from the country where you are buying from?
No, the country of delivery must be the same as the country where you are buying from.
How long will I have to wait to receive my order?
At papiroga, we want to ensure that you´ll reach your accessory as soon as possible, wherever you are. That´s why we have an agreement with Envialia for Spain and with DHL for the rest of the world, who guarantee you will receive your order in less than 3 working days (however, if you live in the Canary Islands we may take a little longer, depending on how the customs officers are behaving). Whether you're on the mainland or in the Canary Islands, shipping is free. But if patience isn't your thing, you can also get your order delivered within one working day for just €5 more (as long as you place it before 5.00 pm the day before). And if impatience turns into angst, and you live in Madrid, you can have it whisked over to you in less than 2 hours by a courier for just €8.
What is the delivery process?
The bell rings a couple of times, a beautiful postman shows an incredible smile in the threshold of the door and you end up making up in the kitchen.

However the postman does not always rings twice. In these cases, the carrier will text you a sms and an email to inform you about the delivery of your order. From here onwards… your fantasy.
Will I have to pay customs?
Any import tax is paid when the order arrives at destination and its cost will be at your expense. We would love to be able to tell you how much will it cost, but we have no control over these taxes as each country has a different policy. We recommend you to call your customs office to know the amount before making the order to avoid any surprise.

What´s your paying gateway?
In papiroga, we love simplicity. That's the reason why we have chosen Stripe as paying gateway, the most fast and secure platform of the world, that simplifies in a flash all the network transactions.
What payment method can I use?
You can pay with your credit and debit card, and it could be Visa, Visa Electron, Mastercard or American Express.
What do I need to pay with Stripe?
You just need your debit or credit card: Stripe will process in a click all the transaction. Easy, right?
Do I need a Stripe account?
No, you just need your card.
Is Stripe secure?
Not only for its sophisticated security protocols, but also for the volume and dimensions of the companies using it, it's considered nowadays as the most reliable and secure paying gateway of the world. For a good reason it has the highest security certificate: the PCI Level 1.
Why has been my credit card rejected?
It is usually, unfortunately, because you have not enough funds. This usually happens in two situations: after a boring evening at home, you decide to burn the credit card buying downtown; or, 3am, exalting friendship, you invite the whole bar to some drinks.

Less frequent cases that we have detected are that the credit card is expired, you have input incorrect data or that there has been a problem with your bank.
Can I apply for Tax Free?
It is not possible as Tax Free only applies for products that are bought on street stores and that are transported by you.
Is it safe to use my credit card on the website?
Yes, all your data is transmitted encrypted through a safe connection protocol, SSL, which includes complex cryptographic formulas that enable to connect your browser with our web safely.

What steps do I have to follow?
Making purchases on papiroga is easy: select the accessory you like and add it to your basket. You can then continue browsing or complete your purchase simply by clicking on the "I´ll take it!" button.

If you have selected "I´ll take it!", you'll have to enter your details: if you have already registered before, all you'll need is your email address and password. If not, we'll ask you to fill in a few more fields.

Once you've filled this information, you'll just need to enter your credit o debit card's details thanks to the easy and secure Stripe platform.

Finally, confirm your purchase and you'll receive an email straight to your inbox with all the details.

If you have any queries, write to us at info@papiroga.com and we will get back to you as soon as possible.
Which countries can I buy from?
In papiroga we have a universal spirit and we want to get our accessories wherever you are. However, there are certain countries that make it easier than others and that are closer to our warehouse, placed in Madrid. If you are an Eskimo from the Inuits and you want to attend with one of our necklaces to the annual festival of the Yupik’s, don’t worry, we will deliver it, but, it will take a little more than usual and it will arrive with a frozen smile.

Countries that make it easier:

All EU countries, no matter that they have a high or low risk premium.
Non EU countries, no matter that they have a single line or a full chapter in the European history: Croatia, Iceland, Montenegro, Turkey, Albania, Andorra, Armenia, Bosnia Herzegovina, any of the 7 habitants from Liechtenstein, Norway, the 3 inhabitant of San Marino, Switzerland and all those audacious Monegasque that want to try how is to live for a day without a Cartier.

USA, no matter whether you live in NY or Cincinnati.

And of course, Latin-America & Brazil.

Countries that do not make it that easy:

Algeria, Armenia, Australia, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Bermudas, Botswana, Brunei, Burma, Cape Verde, Caiman islands (with invoice), Cambodia, Cameroon, Canada, Chad, China, Congo, Cook islands, Côte d’Ivoire, Dominican Republic, Egypt, Faeroe islands, Fiji islands, French Polynesia, Gabon, Gibraltar, Granada (Antilles), Hong Kong, India, Isle of Man, Israel, Jamaica, Japan, Jordan, Laos, Libya, Madagascar, Malaysia, Mali, Marshall islands, Maldives islands, Maurizio, Micronesia, Mongolia, Morocco, Nauru, Nepal, New Zealand, Nigeria, Philippines, Puerto Rico, Qatar, Saint Lucia, Saud Arabia, Singapore, South Korea, Sri Lanka, Swaziland, Taiwan, Tanzania, Thailand, Togo, Tuvalu, Ukraine, United Arab Emirates, Vatican City, Vietnam, Zambia and Zimbabwe.

In these cases, we will deliver your order through DHL in a maximum period of 5 working days. But if you live in Aruba, Seychelles or Christmas Island, we´ll bring it sooner and probably in person.
In what languages can I browse?
In English and Spanish.
Will I receive the same product as in the picture?
Yes, in fact our accessories look better on the skin than on pictures.
How can I recover my password?
Easy. In the section "I'm already a customer", click on the link "Forgotten your password?", enter your email address and you'll receive an email with your new password.
How can I be sure that my order has been processed correctly?
You will get a confirmation email in your inbox. Otherwise send us and email to info@papiroga.com and we will find out what has happened as soon as we can.
Can I remove an article from my basket?
You can remove it by clicking in “My basket” and then removing it, as long as you have not processed your payment!
What can I do if I get a faulty accessory?
In papiroga all our products are subject to an exhaustive quality control test, so that we only sell accessories in perfect status. However, if exceptionally you get a faulty product, you will be able to return it through return@papiroga.com and we will apology with all our heart for the inconvenience.
What do I have to do if I get an incorrect accessory?
Send us an email to info@papiroga.com and we will sort it out as soon as possible. From then onwards, it will start an entertaining dynamic within papiroga of: “it has been you”, “no, not me”, “you first”, until late hours at night to end up blaming the intern.
How do you buy a chocolate bar?
In the winter months, you may find on our website some delicious chocolate bars that we get made exclusively by the chocolatier Jordi Farrés to complement our accessories. They're not on sale as such, but you can get them by adding €5 each onto your final order. But if you fancy some more, or you'd like to send a special gift to someone, write to hello@papiroga.com and we'll do our best to make your wishes come true.

At papiroga we want to ensure your experience is as easy and pleasant as possible. We have therefore removed all those unnecessary menus, intermediate steps and frustrating filters which stand between you and your accessory, that´s what really matters.


In the upper area you'll find a drop-down menu which offers several options: from our recommended accessory of the day, the Happy Places in which we sell and the iconic pieces of our previous collections, till fresh news of the brand, press coverages, who we are and what is it about the mood's story. And, at the end of each section, all the legal and privacy information.

You could access to a selection of our accessories from the main carroussel or, to the entire collection, just scrolling down, where it shows at their best, now, thanks to the wonderful possibilities of the widescreen.

Our website tries to take advantage as well of the latest technology innovations, so you can enjoy our designs from any terminal: an iPhone, Android, Samsung Galaxy, Huawai, Blackberry an iPad or any other smartphone or tablet.

If you'd like to help to make our website simpler, send us an email to hello@papiroga.com and we will be delighted to consider your proposal.