Return and Refund policy

Return and Refund policy

Return and Refund

You have 14 days from the date you received the item to request a return, we must then receive the item(s) back to us within 30 days of you receiving the item. Personalised items are excluded from this policy and are non-returnable (see below for further information about Personalised items). 

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags/labels, and in its original packaging. If the item isn't returned in its original condition the buyer will be responsible for any loss in value. You’ll also need the order number for proof of purchase and must contact us from the email address used to place the order.

To start a return, you can contact us at info@petitepaperieuk.com . If your return is accepted, return shipping costs are at your own expense and are not covered under our return policy (except for when we have made a mistake or the item is received damaged or incorrect, in this case we will send you a pre-paid return shipping label), we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Each accepted return will be issued with a unique returns number.

You can always contact us for any return questions at info@petitepaperieuk.com

Damages and Issues 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items 

Certain types of items cannot be returned, such as special orders, personalised items, or digital downloads. Please get in touch if you have questions or concerns about your specific item. A personalised item is defined by any product which has either a Name or Date printed but other types of personalisation may also be excluded depending on the nature of the order. A Relationship and Age is not considered to be a personalised item.

Unfortunately, we cannot accept returns on gift cards.

CANCELLATIONS

You may cancel an order up to 2 hours after purchase by contacting us via email: info@petitepaperieuk.com. 

EXCHANGES

If you have made a mistake with your item and the item is not personalised you may Return it for an exchange within 30 days of receipt (Personalised Items Excluded). The fastest way to ensure you get what you wanted is to place a new order for the correct item and then return the item you have to us in its original condition (only items received back in the original condition will be accepted). Once the return is checked & accepted, we will refund you for the returned item.

Alternatively, you can Return the incorrect item and wait for us to receive it, check it, accept it and then we will ship out the correct item. This option takes a bit longer for you to get what you want, and you will need to make an additional payment to us for the postage as we only include free postage on the first order, not the exchange.

If in the event it is "us" who made the mistake, then exchanges are free of any additional charges, and we will provide you with a pre-paid postage label for the return of the wrong item & we will cover the cost of posting the correct item to you.

REFUNDS 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take 3-5 Business days for your bank or credit card company to process and post the refund back to you.