Refunds & Returns
RETURNS & REFUNDS POLICY
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Our returns policy broadly covers two separate product types:
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Personalised items are non-refundable.
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Anything that's made specific to your requirements, is personalised or otherwise can't be resold due a bespoke element.
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We will always provide you with a digital copy of your product prior to printing to get your approval. Once you have approved the design, the item cannot be refunded. If it has not yet been printed and/or shipped, we will refund the cost of printing and/or shipping, but the design fee will be non-refundable.
As you will be asked to approve the design, any errors spotted after this stage are not eligible for a refund.
If anything isn't right with the product you receive, or it is damaged in transit, please get in touch and we will strive to rectify the problem.
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Un-customised products
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If you are unhappy with your product, you can return it to us for a refund (minus the shipping fee) as long as:
- The item is returned within 14 days of receipt
- The item is unopened, in original packaging and in a resalable condition.
To initiate a return or refund, please contact us either through the 'Contact Us' page or e-mail emily@paperadventureco.com. Please include your order number and reason for return, with any photos if applicable. We will provide the return address.
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You will need to bear the direct cost of returning the product. To assure your refund, please use a trackable mail service, we will not be responsible for any lost or missing packages.
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Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.
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LATE OR MISSING REFUNDS
Please understand that we issue refunds as soon as your refund request is approved - that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us
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DELIVERY ISSUES
If your order hasn’t arrived in the estimated delivery times, please contact us.
(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
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You have the option at the checkout to upgrade your shipping to a tracked and signed for service. All tracking number will be emailed to the customer as soon as the tracking information becomes available. If you choose to purchase standard delivery without tracking information, we are not accountable for any items lost in the mail.
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I've entered the wrong shipping address, can I change it?
If this happens to you, email us as soon as possible, we MIGHT be able to take care of it if the item has not already been shipped out. If your order has already entered the shipping process, we won't be able to stop it.
We should not be responsible if you entered an incomplete and/or incorrect shipping address.
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