FAQ

Track your order anytime via Track Your Order using the tracking number from your shipping confirmation email. Tracking can take a few days to show its first update after shipment.

Orders are processed within 1 to 5 business days. Delivery takes 5 to 25 business days after processing, depending on your location and customs. You receive a tracking link by email as soon as your order ships.

No. You do not pay any taxes or import duties, we cover these for you. Should your local customs authority still charge you on delivery, contact us at support@paperstraight.com and we will reimburse you.

We ship from multiple warehouses, so items from one order can arrive in separate packages a few days apart. If an item has not arrived within a few days of your first package, contact us and we will investigate.

Check with neighbors, building staff and around your delivery address first. Carriers sometimes mark packages as delivered slightly early. If it has not appeared within 48 hours, contact us and we will open an investigation with the carrier.

Orders that have not yet shipped can be cancelled via our returns portal or by contacting us as soon as possible. Address changes are only possible before your order ships. Once shipped, contact the carrier directly to arrange delivery options.

Yes. Our shoes fit true to size for most people. Every product page includes a size guide with EU, UK and US conversions. If the fit is not right, you can return or exchange within the return window.

The Summit Derbys are water-resistant, not fully waterproof. They handle light rain and damp conditions well, but are not made for heavy rain or submersion.

Materials vary per model and are listed on each product page. Our shoes feature a solid rubber outsole built for dependable grip and long-lasting wear.

Our shoes are designed as everyday footwear with a grippy rubber outsole. They handle city walks and light trails, but they are not technical hiking boots.

You can withdraw from your purchase within 14 days of delivery, no reason needed. Start your return via our returns portal. Items must be unworn, unwashed and have their tags attached. Full details in our Return and Refund Policy.

Start an exchange via our returns portal within 14 days of delivery. Select exchange instead of refund and choose your new size or color.

Return shipping costs are the responsibility of the customer. Costs depend on the courier and the country you are returning from. The portal provides the correct return address and instructions.

We issue your refund within 14 days of your withdrawal, to the same payment method you used. Depending on your bank, it may take a few additional days to appear in your account.

Send a photo of the issue to support@paperstraight.com and we will resolve it quickly with a replacement or refund.

Buy 2 or more items from qualifying collections and 15% is applied automatically at checkout. No code needed. See Mix, Match and Save for details.

Yes. Shipping is currently free on all orders.

Via our contact page or by email at support@paperstraight.com. We aim to respond within 1 business day.