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Table of Contents
1. Is your paper recycled ?Our paper is all 100 %"environment-friendly". We offer non-wood based papers and papers made from recycled cotton rags and natural fibre materials. Please go to 'Products' section in the Home Page for more details. Other papers are made with banana leaf, rice straw, black specks of tea dust, colored wool fibres and green strands of algae collected from ancient village reservoirs. Back to Top
2. Is your paper acid and lignin free ?Our handmade papers are lignin-free and all our papers are specially formulated (sized internally) to be neutral pH level 7, which is commonly referred to as 'acid-free'. Back to Top
3. What's the difference between smooth and rough paper ?All milled papers are smooth and flat with only a slight texture. Handmade papers can be made either smooth or rough. When handmade paper is formed on the mould it has random ridges running throughout the exposed side. These we describe as 'satisfyingly nobly' and give the paper a heavy texture. To obtain smooth handmade paper these ridges are flattened out using a simple handheld tool. The result has more texture than machine pressed papers, but is much smoother than naturally formed rough paper. Back to Top
4. What's the difference between GSM and thickness ?GSM - Grams Per Square metre - is the weight of a square metre of paper. Handmade paper and milled paper with the same gsm will have different thicknesses. This is because handmade paper is formed naturally and has more bulk and texture, whereas milled paper is pressed. Back to Top
5. Will colors and specifications change between orders ?We try carefully to match dye colors between each batch during production, but the nature of the dyes and the natural raw materials used means that some variation in color does occur. Up to 10% variance is the accepted industry norm. For handmade papers particularly, every piece is unique and uniformity of any specification is not guaranteed. For example the dimensions of the paper are not precise and will vary slightly between each sheet. Added natural materials such as petals, leaves and grasses will not be a consistent size, shape or color (which varies with the seasons) and will not be placed in identical positions on every sheet. Back to Top
6. Can you make special orders ?We can make papers specially to order in any weight and in different dimensions or design specifications. All our products are customizable to the likings of the customers. Please tell us what you need and we will endeavor to make it for you. Back to Top
7. What about printing on your papers and do the Flower Papers fade?Our paper is very well suited to printing. We can arrange printing for you in any number of colors by hand blocking, stamping or screen printing methods. Please tell us your requirements. Please go to the 'About Us' section in our Home Page for more details on our printed papers and artists papers. The Flower Papers will fade over time but if stored in dark dry conditions they will last longer. Back to Top
8. What quality control systems do you have in place ?QC is considered a high priority at Eben Papers. All papermaking is monitored during every stage of production by the staff, checked again when loaded into stock bays and finally again most meticulously during packing. We do not do spot checks, we check every single sheet of paper before dispatch. Back to Top
9. How are you papers packed ?With considerable care! We stock papers in pre-packed polythene bags of 20 sheets per type/color. Packs of petal papers also contain silica gel to absorb moisture during shipping and storage. For small quantity orders that do not fit economically inside a freight carton, the paper is packed into freight tubes, rolled. For larger orders they will be packed flat with polythene wrapping into freight cartons. We have four different carton sizes that hold from 100 to1000 sheets, depending on the type of paper. Packing will be done in the most economic way (sometimes a mix of cartons and tubes) unless you specify that all paper should be packed flat. Back to Top
10. What do you List Prices Include ?Our Price List shows our retail prices which include the products you've selected, quality control at our warehouse, all packaging and packing charge and shipping and handling. The Price List shows FOB (Free On Board) charges, however volume (bulk) discounts are applicable based on the minimum bulk order quantity as specified in the Price List. Remember, if shipments are made by sea-mail the charges are different from courier and the delivery times are longer. In our ordering section, you will be asked which method of delivery you prefer. Back to Top
11. Are your prices guaranteed ? Once your order has been confirmed by email or fax, the prices quoted for that order are fixed, even if there are changes in our Price List prior to dispatch. We typically revise our Price List every 120 days. Prices may go down as well as up, depending on any changes that may have occurred in the cost of sourcing raw materials, production costs and shipping charges. We will also regularly update $ prices if there have been significant fluctuations in exchange rates between the US$ and the Indian Rupees. Back to Top
12. Can my order be shipped by sea freight ?Yes it can, as long as the volume of the total consignment is greater than one cubic metre (1cu.m). If you select this service instead of courier, please note that you will be responsible for arranging and paying for Customs clearance at your local port and delivery from port to your premises. A reputable clearing agent will be able to advise you about this procedure and the costs involved. Back to Top
13. How is the
shipping cost calculated ? Shipping cost are based on the weight of the consignment, either the gross weight (actual weight) or the volume weight (dimensional) are used - whichever is higher. Sea freight charges are calculated by volume weight. Sea-mail charges are calculated by gross weight. Note that for handmade papers the volume weight is usually higher than the gross weight. Back to Top
14. When will my order be sent ? Orders are dispatched from our warehouse within 2-10 business days after receipt of your Purchase Order (credit card payments), or 2-10 days after receipt of payment (other payment methods). Back to Top
Consignments sent by FedEx/DHL takes about 3-5 days to your door. We will notify you about the airway bill reference number on dispatch so that you can use it to check shipping progress at any time. For orders with a volume greater than 1 Cubic Metre we can ship by sea freight or air-freight, if you have specified this option. Sea freight takes 3-4 weeks from our warehouse to your port, plus 3-8 days Customs clearance, plus road transport to your premises and air-freight takes about 5-6 days for delivery at the concerned port. We will notify you about the bill of lading reference number on dispatch so that you can use it to check shipping progress at any time. Back to Top
16. What if we want to cancel our order ? For retail buyers, you have the right to change your mind about an order, either to change the mix or quantity first selected, or to cancel the whole order. However, we cannot accept cancellations or changes after the order has been dispatched to you. You will be notified as soon as your order has been dispatched and you can make changes at any time up to that point. Back to Top
17. What is your return and refund policy if we find a problem ? First we must emphasize that no faulty products are dispatched from our warehouse. However, we guarantee to reimburse the full cost of (or replace) any products found to be faulty so long as we have been notified by email or fax within seven days of receipt of the goods. No returns accepted after seven days. For more details please visit Returns Policy. Back to Top
18. Are there any geographic restrictions on sales ? There are no import restrictions that we are aware of for any of our current range of papers. In terms of delivery to you, we are restricted only by the means of transport. In other words, if FedEx/DHL do not deliver to your area, we cannot supply you directly. In that event we will always try to find an alternative drop off point that is convenient for you either via air-freight or sea-freight. Back to Top
19. I live in the USA and you have asked for my EIN/SSN, Why ? US Customs regulations require the IRS Employer Identification Number (EIN) or, if an individual, the Social Security Number (SSN) of the US recipient of consignments with a total value (including shipping costs) of $1,250 or higher. This requirement does not apply for smaller amounts. The EIN or SSN must be on file with the US Customs Service. We have to enter your EIN or SSN onto the airway bill (courier) or bill of lading (sea-freight) to facilitate clearance in the US. If you choose not to disclose this information to us the US Customs Service will contact you directly for your number before releasing the consignment. Inevitably this will delay the receipt of your order. Back to Top
20. I live in the USA and you will not accept my Post Office Box address for delivery, Why not ? US regulations are that PO Box numbers and US military PO Box addresses such as APO and FPO cannot be accepted for import deliveries. Please give a full address for delivery, including (very important) your telephone and/or fax number. Back to Top
21. Legal
Requirements
Applicable
Law Back to Top
All transactions, rates and taxes as applicable at the
time of delivery subject to Hubli (Karnataka, INDIA) jurisdiction.
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