Frequently Asked Questions

Last updated: August 18, 2026

Welcome to our Frequently Asked Questions page.

Below you can find answers to common questions regarding orders, payments, shipping, delivery, tracking, returns and refunds.

1. Where do you deliver?

We currently deliver to eligible destinations throughout Europe.

Delivery availability may vary depending on the destination country, postal code, local carrier coverage, product availability and applicable delivery restrictions.

The available delivery options will be displayed during checkout where applicable.

2. How long does order processing take?

Orders are generally processed within 1–2 business days after they have been successfully placed and confirmed.

Orders placed on weekends or public holidays will normally begin processing on the next available business day.

Order processing time is separate from shipping time.

3. How long does delivery take?

Estimated delivery time is generally 5–7 business days after dispatch.

This estimate does not include the 1–2 business day order processing period.

Delivery may occasionally take longer due to circumstances including carrier delays, customs inspections, public holidays, severe weather or other events outside our reasonable control.

4. How can I track my order?

Where tracking is available, you will normally receive tracking information after your order has been dispatched.

Tracking information may include:

Carrier name, tracking number, tracking link and dispatch information.

Please note that tracking information may take approximately 24–48 hours after shipment to become active.

If you experience difficulty tracking your parcel, please contact us at support@zhbysi.shop.

5. What payment methods do you accept?

For eligible orders, available payment methods may include:

PayPal
and
Cash on Delivery (COD)

Only payment methods displayed during checkout are available for the relevant order.

Payment options may vary depending on destination, order value, product or delivery method.

6. How does PayPal payment work?

Where PayPal is available, you may select PayPal during checkout.

You may then be redirected to PayPal to securely complete the transaction.

PayPal may require you to sign in, confirm your payment method, verify your identity or approve the transaction.

We will never ask you to provide your PayPal password by email or telephone.

7. Do you offer Cash on Delivery?

Yes. Cash on Delivery (COD) may be available for eligible destinations and orders.

When COD is selected, payment is generally made when the parcel is delivered.

Availability may depend on:

Country, postal code, courier, product, order value and delivery method.

If COD is not available for your order, it will normally not appear during checkout.

8. Do Cash on Delivery orders require confirmation?

Certain COD orders may require additional verification before shipment.

We may contact you to confirm information such as:

Your name, telephone number, delivery address, order details and intention to receive the parcel.

This helps reduce incorrect addresses, fraudulent orders and failed deliveries.

9. Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

We will make reasonable efforts to assist you.

However, once an order has entered processing, fulfilment or shipment, changes or cancellation may no longer be possible.

Any mandatory statutory cancellation or withdrawal rights remain unaffected.

10. What should I do if I entered the wrong delivery address?

Please contact us immediately at support@zhbysi.shop if you notice an error in your delivery address.

If the order has not yet been dispatched, we may be able to update the address.

Once the parcel has been shipped, we cannot guarantee that the address can be changed.

Additional costs caused directly by an incorrect address provided by the customer may be the customer's responsibility where permitted by law.

11. What happens if my parcel is delayed?

Occasional delays may occur because of circumstances including:

Carrier congestion, customs processing, public holidays, severe weather, transportation interruptions, incorrect delivery information or other circumstances outside our reasonable control.

If your expected delivery period has passed and tracking has not updated for an extended period, please contact us.

We may review the shipment with the relevant carrier.

12. What should I do if my parcel appears to be lost?

If you believe your parcel may be lost, please first check your tracking information and confirm that your delivery address is correct.

You may also check with household members, reception areas or other designated delivery locations.

If the parcel still cannot be located, please contact us and provide your order number.

If the parcel is confirmed as lost, we will provide an appropriate solution in accordance with applicable law and our store policies.

13. What should I do if my order arrives damaged?

Please inspect your parcel and product as soon as reasonably possible after delivery.

If your order arrives damaged, please contact us promptly and provide your order number together with clear photographs or videos showing the issue.

Where useful, please also provide photographs of:

The outer packaging and shipping label.

Please keep the original packaging until the matter has been reviewed.

14. What if I receive the wrong product?

If you receive a product different from the one you ordered, please contact us promptly.

Please include:

Your order number and clear photographs showing the product received.

After reviewing the issue, we may arrange an appropriate replacement, return or refund.

15. What if something is missing from my order?

If your parcel arrives with missing products, accessories or components, please contact us.

Please provide your order number and photographs showing:

The products received, outer packaging and shipping label.

We will review the matter and provide an appropriate solution.

16. What is your return period?

We offer eligible customers a 30-day voluntary return period.

You may request an eligible return within 30 days after receiving your order, subject to the conditions stated in our Return and Refund Policy.

Products should generally be returned:

In the condition in which they were received, unused or unworn, with original accessories and components, and in the original packaging where reasonably possible.

Proof of purchase may also be required.

17. Do EU/EEA customers have a 14-day right of withdrawal?

Consumers making eligible distance purchases within the European Union or European Economic Area may have a statutory 14-day right of withdrawal, subject to applicable legal conditions and exceptions.

Where this right applies, the consumer may withdraw from the eligible purchase without providing a reason within the applicable statutory period.

This statutory right is separate from our voluntary 30-day return policy.

18. Who pays return shipping costs?

For voluntary change-of-mind returns and eligible statutory withdrawal returns, customers are generally responsible for the direct cost of returning the product where this responsibility has been properly communicated.

However, reasonable return shipping costs will normally be covered or reimbursed by us where the return results from:

A defective product, a product damaged before or during delivery, an incorrect product, missing components or another confirmed error attributable to us.

Please contact us before sending any product back.

19. How do I request a return?

Before returning a product, please contact:

Email: support@zhbysi.shop
Telephone: +45 58 72 49 28

Please include your order number, the email address used for the order, the product you wish to return and the reason for the return.

For damaged, defective or incorrect products, photographs or videos may also be required.

Please do not send a product back before receiving the appropriate return instructions.

20. Where should I send my return?

Approved returns must be sent according to the return instructions provided by our customer service team.

Our registered business address is:

Paper Tiger House
Åboulevard 4, 1. tv
2200 København N
Denmark

However, this registered address should not automatically be treated as a return warehouse.

Please contact us before returning a product so that we can provide the correct return instructions.

21. When will I receive my refund?

Once an eligible returned product has been received and reviewed, we will notify you regarding the status of the refund.

For voluntary returns under our 30-day return policy, approved refunds are normally submitted within 10 business days after approval.

Where a statutory withdrawal right applies, refunds will be handled within the applicable legal period.

Your payment provider may require additional time before the refunded amount appears in your account.

22. How will I receive my refund?

Where possible, approved refunds will normally be returned using the original payment method.

For PayPal purchases, refunds will generally be processed through the original PayPal transaction or another legally appropriate method.

For Cash on Delivery purchases, an alternative refund arrangement may be necessary because the original payment was collected by the courier.

We may contact you to arrange the appropriate refund method.

23. Are customs duties or import taxes included?

International orders may be subject to:

VAT, customs duties, import taxes, clearance charges or other fees imposed by the destination country.

Where such charges are included in the purchase price, this should be indicated during checkout.

Unless expressly stated otherwise, additional charges imposed independently by customs or local authorities may be the customer's responsibility where permitted by law.

24. Can I refuse a Cash on Delivery parcel?

If you selected Cash on Delivery and no longer wish to receive your order, please contact us as soon as possible before the parcel is dispatched.

Repeated refusal of COD parcels without a valid reason may result in COD being restricted for future orders where permitted by applicable law.

This does not limit any mandatory consumer cancellation, withdrawal, return or refund rights.

25. Is my payment information secure?

We take reasonable measures designed to provide a secure checkout environment.

PayPal payments are processed through PayPal's payment infrastructure and are subject to PayPal's own security procedures.

We will never ask you to provide your PayPal password or other sensitive login credentials by email or telephone.

Please never send confidential payment credentials through unsecured communication channels.

26. What should I do if my PayPal payment fails?

A PayPal payment may fail because of reasons such as:

Insufficient funds, account restrictions, incorrect account details, security verification, payment-provider restrictions or temporary technical issues.

Please review any instructions provided by PayPal or use another payment method displayed during checkout where available.

We cannot independently override a payment rejection made by PayPal.

27. What should I do if I believe I was charged twice?

Please contact us promptly.

Please provide your:

Full name, order number, email address used for the order, payment date, amount charged and relevant transaction information.

Do not send account passwords, PayPal passwords or other sensitive credentials.

We will review the available transaction records and assist where appropriate.

28. How is my personal information handled?

Personal information is processed in accordance with our Privacy Policy.

Depending on how you use the store, we may process information required for:

Orders, payments, delivery, tracking, customer service, returns, refunds, fraud prevention and legal compliance.

Please review our Privacy Policy for more information about how personal information is collected, used and protected.

29. How can I contact customer service?

For product questions, orders, payments, delivery, returns, refunds or other customer service matters, please contact:

Paper Tiger House
CVR number: 45511049
Responsible person: Adriana Patricia Perez Orozco

Registered address:
Åboulevard 4, 1. tv
2200 København N
Denmark