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    Customer Care

    FAQs

    In the event that you have additional questions after reviewing the information provided below, please feel free to email us at customercare@paperdenim.com. We will endeavor to respond to your inquiry as soon as possible.

    1. Do you ship to me?

    To see where Paper Denim and Cloth ships, please reference our Shipping Policy. If you are having an issue with checkout, please contact us at customercare@paperdenim.com.

    2. What forms of payment can I use?

    We accept Visa, Mastercard, American Express and Discover/Novus.

    3. Will my credit card be charged when I submit my order?

    Credit cards are charged when your order is processed. If for any reason your item is not in stock or cannot be shipped, we will notify you using the email or phone number you provided when you placed your order. Credit cards will not be charged for merchandise that is not actually shipped.

    4. Do I have to register for an account in order to be able to place an order?

    No, we do not require customers to register for an account in order to be able to place an online order.

    5. I’m having problems placing an order. What can I do?

    We recommend that you first check to make sure all of your billing information is the same as it appears on your credit card statement. If you continue to experience problems placing an order, please contact our customer service department at customercare@paperdenim.com. One of our customer service agents will be happy to provide assistance.

    6. Can I get a catalog?

    We do not provide catalogues at this time. If you would like to receive email updates, please subscribe by clicking here.

    7. Where has Paper Denim & Cloth been?

    Launched in 1999, Paper Denim and Cloth emerged as the quintessential brand for great fit and classic washes. We have been a leader in the premium denim market as it is now known. We’ve taken some time off, but we are now back with a men’s and women’s collection. Alex Gilbert, founder of Paper Denim and Cloth, is back at the helm. There have been other Paper Denim and Cloth products available in recent years as the result of licensed (as well as counterfeit) product. Please note, such products are not associated with this current collection. In the event you have any issues with a product that you purchased prior to Spring 2013, please contact the vendor from which you purchased such product.

    8. What size am I?

    Your size can be found on our size chart.

    9. How do I return/exchange something purchased through this site?

    Please refer to our Return/Exchange Policy. If you have any additional questions, feel free to contact us.

    10. My jeans say I shouldn’t wash them, why is that?

    Let us explain.

    Indigo dyed denim is a living, breathing fabric. During the dyeing process, the natural cotton warp yarn is dipped into a number of indigo dye baths where it gradually turns into a deep blue color. Indigo dye can't be completely fixated onto cotton fibers – the color will bleed and fade as long as the denim is worn.

    As you ease into a new pair of Paper Denim and Cloth Virgin (Raw) denim, the “breaking-in” process begins.

    Breaking in a pair of Dry Virgin denim is a journey. We break down this process into a 6-Month / 1-Year / 2-Year wear-down process. The outcome depends on how you live in your denim. Your denim becomes a record of the months gone by – referring to different stains, abrasions, patches, scrapings and wear patterns you incur. Once you put your jeans into a basic wash, it automatically changes the coloration of the base fabric and how the denim was reacting to your wear.

    We’ve come to washing vs. not washing your denim.

    Guys, wear your virgin denim everyday or as often as possible to equal at least six months. The longer you wear them the more character and attitude they acquire. Rub with a damp cloth if you need to remove excess stains. If you need to get rid of a smell, hang your jeans outside in damp weather. Additionally, you can turn them inside out, shaking them well. If you want to get fancy, try freezing your Virgin denim.

    Basically you need to brush excess dirt from your jeans, fold them, put them in a plastic bag, push all the air out, and then place that bag in the freezer. The cold temperature effectively kills the bacteria you picked up when wearing them, keeping your jeans feeling clean. Obviously this isn't going to get a stain out, so you're going to at least need to spot clean if you get visible dirt on jeans.

    When it’s finally time to wash your well-worn jeans, turn them inside out and wash with dark colors only detergent. Stretch the inseam while the jeans are damp. Hang dry only, please don’t tumble. If you wash the jeans too early, the indigo just bleeds out over the whole garment, producing an even, dark indigo color taking away from your wear pattern.

    11. I bought Paper Denim & Cloth at another location (online or at a discount retailer). Is this product from the same company?

    There have been other Paper Denim and Cloth products in recent years as the result of licensed (as well as counterfeit) product. Such products are not associated with this current collection. In the event you have any issues with a product that you have purchased prior to Spring 2013, please contact the vendor from which you purchased such product. Paper Denim & Cloth will guarantee the quality and craftsmanship of items purchased from our website.

    12. Is my personal credit card information safe if I purchase from you?

    Please see our Privacy Policy.

    13. What is your privacy policy?

    Please see our Privacy Policy.

    Paper Denim and Cloth, LLC reserves the right, in its sole discretion, to change, modify, add, or remove any of the policies and/or procedures provided above, in whole or in part, at any time by posting an amended version of the policy/procedure. Changes to the policy/procedure will be effective when posted. Your continued use of this website and the services provided on this website after any such changes are posted will be considered your acceptance of such changes. You are responsible for checking this website periodically for any such changes.

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    RETURNS / EXCHANGES

    OUR POLICY

    We want you to be happy with your Paper Denim and Cloth purchase. You may return or exchange domestically purchased non-sale unused merchandise with all tags attached within 30 days of delivery. Items must be returned unused. Any returned merchandise that is damaged may not be accepted and may be returned to the customer. All sale items are “Final Sales” and do not qualify for a return or exchange.

    Returns made within 15 business days of delivery qualify for free return shipping (US customers, only).

    We do not accept international returns.

    FREE PREPAID RETURNS WITHIN 15 DAYS FOR US CUSTOMERS

    A prepaid UPS shipping label is included with all orders shipped within the United States. To qualify for free return shipping, your return must arrive at Paper Denim and Cloth within 15 business days of the date of delivery. Please allow 7 business days for transit time.

    Instructions for Returns:

    1. Complete the return form included in your order and securely repackage your merchandise. Cover or remove any original mailing address label or carrier barcodes from package.

    2. Place the prepaid shipping label included in your order on your package.

    3. Drop off your package at a UPS Store. To find your nearest UPS store, please visit ups.com. Please retain the appropriate portion of the shipping label for your records and in order to track your package.

    4. You will receive an email once your return has been processed. Please allow 5 business days from the time we receive your return for it to be processed.

    Please Note: Packages received at Paper Denim & Cloth after 15 days will incur a $10 restocking fee, which will be charged at the time of your return.

    Please contact customercare@paperdenim.com if you have any questions.

    REFUNDS AND PROCESSING TIME

    If your package arrives at Paper Denim and Cloth within the 30-day timeline, your refund will be processed in the original form of payment within 5 business days. You will be notified via email to the email address listed on your account (or provided at the time you place your order) when your refund has been processed. Your banking institution may require additional days to process and post this transaction to your account.

    COLORS

    We have made every effort to accurately display the colors of our products that appear on our site. However, we cannot guarantee the accuracy of your computer monitor’s display.

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    SHIPPING POLICY

    U.S.
    $1.00-$199.99 $10.00 $15.00 $25.00
    $200+ Free $15.00 $25.00
    INTERNATIONAL

    UPS WORLDWIDE EXPRESS FLAT RATE  - $35

    GROUND SERVICE

    Following credit card authorization and verification, you will receive your order within approximately 5-7 days (Monday through Friday). This timeframe does not include weekends or holidays. Please note; our shipping warehouse is located in Georgia. If your shipping address is on the East Coast, you will generally receive your package within 2-3 days.

    EXPRESS SERVICE

    Orders placed before 2:00 PM EST will arrive within 2-4 days (excluding holidays and weekends); pending credit card authorization and verification.

    PRIORITY SERVICE

    Orders placed for overnight service before 2:00 PM EST will ship out the day ordered and will arrive within 1-2 days (excluding holidays and weekends); pending credit card authorization and verification. Please note, at this time Saturday delivery is not available.

    INTERNATIONAL SHIPPING

    Shipments to outside of the U.S. may be subject to import duties and taxes. These are the responsibility of the recipient. Duties and taxes vary by country and by what was ordered. We are not able to estimate a cost. Please contact your customs office for more information. If you have any questions regarding international shipments please contact us at customercare@paperdenim.com.

    SIZE CHART

    MEASURING GUIDE

    We have listed below a definition of the most commonly used product measurement terms. To help you choose the best size, we recommend that you compare each product's measurements with your own.

    WOMAN

    Shoulder - From shoulder tip to shoulder tip

    Sleeve - From the underarm to the cuff

    Hip - Measure around the point of your hips at the top of the legs. This will be approximately nine inches below your natural waistline

    Inseam - The distance from the top of your inside leg (at the crotch) to your ankle

    Bust - Measure around the fullest part of your bust

    Waist - The slimmest part of your natural waistline - above your navel and below your ribcage

    Rise - This is the distance from the top of the waistband to the crotch

    Length - Lengths are taken from the highest point of the back of the garment, from the shoulder or neckline, to the hem

    DENIM & BOTTOMS
    24 0 4 32 38 3
    25 0,2 4,6 32,34 38,40 3,5
    26 2 6 34 40 5
    27 4 8 36 42 7
    28 4 8 36 42 7
    29 6 10 38 44 9
    30 6,8 10,12 38,40 44,46 9,11
    31 8,10 12,14 40,42 46,48 11,13
    32 10,12 14,16 42,44 48,50 13,15
    TOPS & JACKETS
    XS 2 6 34 38 5
    S 4 8 36 40 7
    M 6 10 38 42 9
    L 8 12 40 44 11

    Please use this chart as a general guide. If you are between sizes or need assistance selecting the proper size, please contact customercare@paperdenim.com

    MAN

    Neck - Measure around the base of the neck where the collar sits

    Shoulder - Measure from shoulder tip to shoulder tip

    Chest - Measure around the chest at the fullest part, placing the tape close up under the arms

    Waist - Measure your waistband

    Sleeve - Measure from the centre of the collar to the tip of the shoulder and to the end of the sleeve

    Inside Leg - Measure the distance from the top of your inside leg (at the crotch) to your ankle

    DENIM & BOTTOMS
    S 29 34 40 74 74
    S 30 35 41 76 76
    S 31 36 42 79 79
    M 32 37 43 81 81
    M 33 38 44 84 84
    M 34 39 45 86 86
    L 35 40 46 89 89
    L 36 41 47 91 91
    XL 38 42 48 97 97
    XL 40 44 50 102 102
    TOPS
    S 35-37 14-14.5 29-31 32-33
    M 38-40 15-15.5 32-34 33-34
    L 41-43 16-16.5 35-37 34-35
    XL 44-46 17-17.5 38-40 35-36

    Please use this chart as a general guide. If you are between sizes or need assistance selecting the proper size, please contact customer care@paperdenim.com

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