Refund policy

Returns & Refunds Policy

At Paper Shores Design, every order is created with care. We want you to be delighted with your purchase, and we're always happy to help if something isn't right.

Please read the information below before placing your order. If you're unsure whether a product can be cancelled or returned, please contact us before ordering.

Personalised & Bespoke Items

Many of our products are personalised or made specifically to your requirements, including wedding stationery featuring names, dates, venues, wording or other personalisation.

Because these products are made specifically for you, the usual 14-day cancellation right does not apply to personalised or bespoke goods where the law permits this exception.

This includes personalised wedding invitations, stationery and other made-to-order personalised products.

If you provide incorrect personalisation, such as a spelling mistakes, incorrect date or incorrect wording and we produce the item using the information you supplied or approved, we will not be able to offer a refund or replacement without a further cost being implemented.

This does not affect your statutory rights if we have made an error, the item is faulty, damaged or does not match what you ordered.

Non-Personalised Items

If you purchase a non-personalised item online as a consumer, you generally have the right to cancel your order within 7 days of receiving the goods, without giving a reason.

If you wish to exercise this right, please contact us within the applicable cancellation period.

Returned items should be unused and in their original condition and packaging where reasonably possible.

You are responsible for taking reasonable care of the goods while they are in your possession.

How to Request a Return or Cancellation

Please contact us using our contact page or by email at:

papershoresdesign@gmail.com

Please include:

Your order number
Your name
The product(s) concerned
The reason for contacting us, where applicable

Please wait for confirmation from us before sending anything back.

Return Postage

Where you are exercising your statutory cancellation right for a non-personalised item, you will normally be responsible for the cost of returning the item to us, unless the law requires us to cover the cost.

If an item is faulty, damaged, incorrect or does not conform to the contract, please contact us before returning it so that we can arrange the appropriate solution.

Damaged, Faulty or Incorrect Items

Please check your order when it arrives.

If your order arrives damaged, faulty, incorrectly personalised due to an error on our part, or you receive the wrong item, please contact us as soon as possible at:

papershoresdesign@gmail.com

Please include your order number and clear photographs where appropriate.

We will assess the issue and, where appropriate, offer a replacement, repair, refund or another remedy in accordance with your legal rights.

We will never ask you to give up your statutory consumer rights.

Sale Items

Sale items are subject to the same statutory consumer rights as full-price items.

Where a sale item is faulty, damaged, misdescribed or otherwise does not conform to the contract, your legal rights still apply.

Order Changes & Cancellations

If you have made a mistake with your order or wish to request a change or cancellation, please contact us as soon as possible.

For personalised and made-to-order products, we may begin preparing artwork or production shortly after an order is placed.

Once work has begun, we may not be able to accommodate changes or cancellation where the law permits us to refuse the request.

If you have received a proof for approval, please check all names, dates, wording, spelling and other details carefully.

Once you approve your artwork, production may begin and we may be unable to make further changes or cancel the order where permitted by law.

Nothing in this section affects any cancellation rights that cannot legally be excluded.

Refunds

Where a refund is approved, we will refund the appropriate amount to the original payment method.

Where you exercise a statutory cancellation right, refunds will be made within the timeframe required by applicable law.

Your bank or payment provider may take additional time to display the refund in your account.

Where a refund relates to a faulty, damaged or incorrect item, we will discuss the appropriate remedy with you.

European Union Customers

If you are a consumer in the European Union, you may have additional rights under applicable consumer protection and distance-selling laws.

For eligible non-personalised goods, this may include a 14-day cancellation period.

The cancellation right may not apply to goods made to the consumer's specifications or clearly personalised, where the relevant legal exception applies.

Nothing in this policy limits any mandatory consumer rights applicable in your country.

Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015, or any other rights that cannot legally be excluded or limited.