BEST QUALITY PAPER DECORATIONS | ONE OF A KIND COLORS

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Frequently asked questions

customer service

OUR PRODUCTS
How do you hang your lanterns?
Are decorations sold with hanging accessories?
How many lanterns/decorations should I get to decorate my party venue, tent, room, et cetera?
Are lanterns sold with lighting accessories?  
Can I illuminate the lanterns?
Can I use a candle to light up the lanterns?
I would like to see and touch your beautiful stuff, do you have a store or a showroom?  
I am looking for very specific colors. Can you promise that the pictures on your website are what the decorations look like in real life?  
How do I fluff pompoms and assemble your other products?
Help! I need decoration ideas!
Do you have other sizes or colors apart from the ones featured on the site?  

ORDER AND DELIVERY
If I order today, when will my order ship? 
When will I get my order?
Do you ship to Canada ?
What about world delivery ? 
How can I check the status of my order?
I still haven't received my order, what can I do?
Do I have to pay sales tax? 
Is you site secure? 


REFUNDS POLICY
I changed my mind, can I return my order?
I think one of my products is defective, what can I do?
I made a mistake in my order. Can I modify it after payment has been made? 


PRODUCTS

How do you hang your lanterns?
To temporarily hang lanterns (in a party venue or other rental), we recommend you use fishing line or ribbon to hang your lanterns to the ceiling's structure.
To decorate your home, the easiest way is to use a picture hook that nails into the wall. You can then hang the lanterns at different heights using fishing line or ribbons. You can also use self-adhesive hooks from which you can easily hang 5 or 6 lanterns. The advantage to adhesive hooks is that they can be removed without leaving marks. For a bigger bunch of lanterns, we recommend you use two hooks placed a few inches apart.
If you want to hang lanterns from the ceiling, the best option is a hook screwed into the ceiling, but you can also use a self-adhesive ceiling hook (for weights less than 1 pound) specially made to easily hang decorations. They can be found in your local hardware store or online.

Are decorations sold with hanging accessories?
Honeycomb balls, diamonds, drops, paper fans, pompoms and star lanterns have a little string that can be used for hanging. For paper lanterns, accordion lanterns and balloons, you’ll need your own fishing line or ribbons for hanging.

How many lanterns/decorations should I get to decorate my party venue, tent, room, et cetera?
We generally recommend 1 to 2 lanterns or other decorations for every 32 square feet of space. You can then adjust to what you feel is right for your event and your budget.
You can also draw your venue space with its main features (tables, dancefloor etc) and draw a little circle wheverever you want a lantern. This will give you an idea of how many lanterns you would like to have.
Our blog has lots of ideas for hanging, but a few popular choices include organizing several clusters of lanterns at various points of the ceiling, like chandeliers, or scattering them all over the ceiling.

Are lanterns sold with lighting accessories? 
Our lanterns are not sold with lighting accessories.

Can I illuminate the lanterns?
In our opinion, our lanterns are gorgeous without any light inside, but you know what? If you want to light them up, we won’t stop you. Here’s how to do it.
For the paper lanterns from 14” to 26”, use a 40 watt or smaller bulb, making sure you center the bulb right in the middle of the lantern. Find the little "C" hook on top of the lantern and use it to secure the electrical cord. Even better, use a LED bulb of the same maximum wattage. They’re safer because they don’t produce as much heat.
For small sized paper lanterns (6’’ and 8’’) and accordion lanterns, only use mini battery-operated LED lights. If you want to individually light a large number of lanterns for an event, these are an affordable and safe choice. They can be found online (we do not sell them for the moment).

Can I use a candle to light up the lanterns?
Please, no! Don’t use our paper lanterns or other products near candles or open flames.

I would like to see and touch your beautiful stuff, do you have a store or a showroom? 
Sorry, we don’t sell our products in stores. To see what we have to offer, our website has the complete collection of our lanterns and decorations.

I am looking for very specific colors. Can you promise that the pictures on your website are what the decorations look like in real life?
We try our best to feature pictures that show our products as close to “true color” as possible. But please note that colors can vary according to the brightness of your computer screen.
Also most of our products are made from paper, so they can look a little different according to how bright or dim the room is.
Many of our products are also handmade, so there’s slight differences in shades from one to the next. Just like people!
If you have a question about colors on a specific product, get in touch and we’ll work it out! 

How do I fluff pompoms and assemble your other products?
We ship pompoms and other products flat, so that they don't get damaged during delivery.
They’re super easy to assemble, though and most of them even don't need instructions. You just unfold them! If you need a little help with pompoms, LOVE balloons and star lanterns, we made you some tutorials here.

Help! I need decoration ideas!
That’s not a question, but we’ll help you!
Our blog and Instagram account are full of great decoration ideas for your home, party or wedding, with more added all the time as happy customers share their projects. 

Do you have other sizes or colors apart from the ones featured on the site? 
Sorry, what you see is what you get. If it’s not on our website, we don’t have it!


DELIVERY

If I order today, when will my order ship?
We know you want your lanterns!
Your order is always processed and shipped from our warehouse in Pennsylvania within 1 business day after you place it. Orders placed on US holidays or weekends are processed the following business day. 
Orders received by 1 pm EST time should go out the same day. Orders received after 1 pm EST will go out the next business day.

When will I get my order?
It depends on what shipping method you pick! Your order may take anywhere from 2 to 8 business days to arrive within the continental United States, and a little longer in Canada, Brazil and Mexico.
Please note that we are not responsible for service transit time. The transit times are defined by the carrier and vary according to destination and peak shipping periods.

NEW! Continental US Standard Delivery FLAT RATE 6$ > Estimated 2 to 9 business days
USPS Priority Maill> Estimated 1 to 3 business days (please note this transit time is not garanteed)
USPS Express Mail > 1 to 2 business days or overnight
Fedex Ground > 1 to 5 business days within the contiguous U.S (3 to 7 business days to Alaska and Hawaii) 
Fedex Express Saver > 3 business days (Delivery to businesses by 4:30 p.m. and to residences by 8 p.m) 
Fedex 2 day > 2 business days 
Fedex Priority Overnight > delivery the next day in most areas by 10:30 am

Orders received by 1 pm EST time should go out the same day. Orders received after 1 pm EST will go out the next business day.

The day of shipment is not considered a transit day by any of our carriers no matter what time the order is placed, processed, or shipped. We reserve the right to upgrade your shipping method, including switching to a different carrier or service provider to deliver your package faster or more reliably. We do not ship on third party accounts.

Do you ship to CANADA?

We love to ship to Canada! Your shipping total will be calculated based on package weight and volume, and delivery destination at checkout.  Under The Paper Lantern is not responsible for any international customs and duty fees, taxes, or brokerage fees assessed by the carrier. These fees are in addition to, and not included in, the cost of shipping. We are obligated to declare all items as merchandise, and will not mark items as "gift". 
We cannot be liable for any delays due to packages held at customs.

NEW! Shipping flat rate to Canada 25$ ! We will use USPS or Fedex Ground and you will receive your order from 6 to 15 business days.

Is your site secure?
We pay the highest attention to the security of e-transactions and to the protection of personal datas.
Our secure payment  platform PayZen  guarantees an optimal level of security thanks to its PCI DSS 2.0 level 1 certification and to the use of SSL process (encryption of every information transmitted during the transaction). Card details are never visible or communicated to anybody, even to us. That's why you are always asked again your card details when placing a new order. When finalising your order, your will be automatically forwarded to the Payzen secure payment platform to pay your order.  
Please note we will never ask for sensitive information via email. 

What about world delivery? 

We use USPS Priority Mail International and Fedex International Economy to ship to Brazil and Mexico. Allow from 3 days to 2 weeks for your package to arrive - feel free to contact us for a better estimate.   

If you do not live in the USA, Brazil, Mexico or Canada, you can order our products from our European website here 

How can I check the status of my order?
When your package leaves our warehouse, we send you an email with a tracking number so that you can follow your beautiful decorations as they travel on the selected carrier website.
When in doubt, remember that we always ship packages within 1 working day after an order is placed on our website (Monday to Friday, not including holidays).
If you have not received your tracking number please contact us!

I still haven't received my order, what can I do?
When we ship your parcel, we email you with a tracking number. Please check your spam folder, as sometimes tracking emails get lost in there!
From there, visit the carrier’s site (USPS or FedEx) and enter the tracking number to find your package.
For any other questions on your order status, get in touch with us directly!

Do I have to pay sales tax?
Because our warehouse is in Pennsylvania, we are required to collect sales tax on all orders shipped to addresses in Pennsylvania.


REFUNDS POLICY

I changed my mind, can I return my order?
We try our best to make you happy, but you always have the right to change your mind! You can return one or more products in the same condition in which you received them to us within 14 days of the original purchase date.
First, send us an email - We will send you the return address and an authorization number.
Return shipping costs are the customer’s responsibility and original shipping costs will not be refunded.
Make sure to ship returns in a solid box (not a paper envelope or padded mailer), as damaged returns cannot be refunded or exchanged. If a returned product is damaged or its original packaging is missing or damaged, it will not be eligible for refund or exchange. The returned products must be sent back to us with the delivery slip sent with the original parcel to the address that will be given to you by our consumer relations team. We can’t accept any returns without previous approval or sent without an authorization number.

I think one of my products is defective, what can I do?
Oh, no! Let’s work this out together. All of our products are checked before we pack them up. However, in the unlikely event of a product being damaged or faulty, please don’t use it.  Get in touch with us  to report any missing, damaged or incorrect item to us within 5 days of receipt of the package. We’ll send you a form to fill out and sign. Please keep the box and entire contents until you’ve filled out the form, as we will need detailed information to help you as quickly as possible. We might need pictures of the damaged parcel in order to file a claim. Contact us as soon as possible. Thank you!

I made a mistake in my order. Can I modify it after payment has been made? 
Sorry, we process and ship so quickly that we cannot modify orders after payment has been processed. But you have 14 days to return products to us if needed ! (see above)