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Do you have questions or need help? We'd be happy to assist you! But be aware that the answer to your question might already be here. We strongly encourage you to check our FAQ first.
It's the quickest way to get answers to common questions about orders, shipping, returns, and more.
📦 Your order
Is the watercolor paint kit included with my purchase?
keyboard_arrow_downThis depends on the offer you chose:
Please check your cart before finalizing your purchase to ensure you have all the desired items.
What is the paper weight?
keyboard_arrow_downOur booklets are printed on 250g/m² watercolor paper, specially designed for water painting. This professional weight ensures that the paper does not warp and perfectly absorbs paint, even with multiple layers of water. This is one of the reasons why our kits stand out: we use real artist paper, not standard paper.
Are the instructions in French?
keyboard_arrow_downOur initial booklets contain instructions in English. However, the creation process is extremely visual: each step is illustrated with detailed diagrams that make it easy to follow without necessarily reading the instructions.
Good news: We are currently developing a fully French version of our booklets, which will be available very soon. If you order today and receive the English version, you will receive the French version for free as soon as it is released.
🎨 Usage & Tips
I'm a complete beginner in watercolor, are your kits really for me?
keyboard_arrow_downYes, Pigment & Papier was created specifically for you. Our kits are designed for absolute beginners:
You don't need any prior artistic skills. That's precisely the idea: to offer you a creative break without the pressure of performance.
What exactly does the paint kit contain?
keyboard_arrow_downOur watercolor paint set (€9.90) includes:
How long does it take to create a watercolor painting?
keyboard_arrow_downThis depends on your pace and the chosen model, but on average:
The goal isn't speed, but the pleasure of creating a moment just for yourself.
🚚 Delivery & Tracking
What are the delivery times?
keyboard_arrow_downYou will receive an email with your tracking number as soon as your parcel has been dispatched.
I haven't received my tracking number, is that normal?
keyboard_arrow_downIf you have not received a tracking email within 48 hours of placing your order, first check your spam/junk folder. If you find nothing, contact us at support@pigmentetpapier.com with your order number and we will provide you with your tracking information immediately.
Why did I receive multiple packages for a single order?
keyboard_arrow_downFor logistical reasons, booklets and paint kits may be shipped separately, especially during peak periods. Each package has its own tracking number. If you have ordered multiple items and have only received a portion of them, the rest are on their way. You can check the status of each shipment via your tracking emails.
Do you deliver outside France?
keyboard_arrow_downWe currently deliver to mainland France, Corsica, French overseas departments and territories, and internationally.
🔄 Returns & Exchanges
Can I return my order if I change my mind?
keyboard_arrow_downYes, you have 14 days from receipt of your order to exercise your right of withdrawal, in accordance with French legislation. Products must be returned in their original, unused condition and in their packaging.
To make a return, please contact us at support@pigmentetpapier.com with your order number. We will provide you with instructions. Return shipping costs are your responsibility unless there was an error on our part.
I received the wrong booklet or a damaged product, what should I do?
keyboard_arrow_downWe sincerely apologize if this happens to you. Please contact us immediately at support@pigmentetpapier.com with:
We will proceed with an immediate exchange or a refund according to your preference.
Do you deliver outside France?
keyboard_arrow_downCurrently, we deliver to mainland France, Corsica, French overseas departments and territories, and internationally.
Is my payment secure?
keyboard_arrow_downAbsolutely. All transactions are processed through secure and encrypted (SSL) payment platforms. We do not store any banking data on our servers. Your security is our priority.
Why was my card declined?
keyboard_arrow_downSeveral reasons may explain a refusal:
We advise you to:
If the problem persists, please contact us and we will find a solution together.
Can I pay in installments?
keyboard_arrow_downAt the moment, we do not offer installment payments. However, this option is currently under development to make our kits more accessible to a wider audience.
📩 A question not answered here?
If you haven't found what you were looking for in our FAQ, don't worry.
Our team is here to help. Contact us at support@pigmentetpapier.com
We will respond within 48 to 72 hours.