Frequently asked questions

Why is the website in English if you are a Dutch company?
That is because we serve people from all corners of the world. Also, our virtual tours are guided in English and by having our website in English we limit the chance of wrong expectations.

Do you value fairtrade?
We sure do! Papillon Fairtrade and its trademarks work together with the local people and other third parties, based on the fair trade principle. A fair price is paid for products and services, based on the price level of the country.

What are the shipping fees?
All physical products are shipped free of charge within The Netherlands. At checkout the fee for international shipping is added to the total.

Can an e-book be bought as a present?
Yes, that is possible. In the confirmation email of your order a unique code is provided for each digital product. Give this code and the link to the gift page on our website to the person you want to surprise and they can access the gift.

From where do you send the parcels?
Parcels are being sent out from The Netherlands.

How long does it take for my parcel to arrive?
We’d love to be able to give you a clear answer on this, however we depend on third parties. Depending on the destination address, parcels can arrive within several days to weeks. External events, beyond our sphere of influence, may cause longer delivery times.

My parcel hasn’t arrived. What should I do?
Depending on the destination it may take a while for your parcel to arrive. If it has been over four weeks since you placed your order – with borders and airports open and postal services working properly – we’d suggest you contact us. While it is extremely rare, a parcel can get lost.

I have ordered and paid, and have not received the confirmation email. What should I do?
Your confirmation email should under normal circumstances arrive within a few minutes after your payment has been received. If it did not find its way to your inbox, please check your spam folder. If it is not in your spam folder, even though your payment was successful, please contact us through the contact page on this website.

I have filled out the contact form / sent an email. How long does it take for you to reply?
We always aim to answer within 24 hours on working days.

Other questions?
Please reach out to us using the contact form on this website.