Refund policy

Returns & Refunds Policy

At Paper Shores Design each order is created with care. Please read the information below carefully before placing your order and contact us prior to ordering if you are unsure on anything listed below. 

Personalised & Bespoke Items 

Personalised or bespoke items (including those featuring names, dates, venues or custom wording) are non-returnable and non-refundable, unless they arrive damaged or incorrect due to an error on our part. If the original personalisation details were submitted incorrectly, a new order will need to be placed. 

This includes all made-to-order wedding stationery.

Returns for Non-Personalised Items

Return window

You must notify us within 7 days of receiving your order if you wish to return a non-personalised item.

Condition of items

Returned items must be unused, in their original condition, and returned in original packaging.

How to request a return

Please contact us via our contact page with your order number and reason for return.
Returns sent without prior approval will not be accepted and a refund will not be issued. 

Return postage

Unless an item is faulty or incorrect, return postage costs are the responsibility of the customer. We recommend retaining proof of postage when items are sent back to us. 

Sale Items 

Sale items are non-returnable and non-refundable unless they are faulty or received damaged.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery and contact us within 7 days of receipt if your item is damaged, faulty or incorrect.

Where appropriate, we will offer either a replacement or a refund. This decision will be made at our discretion.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method within 14 business days. Please allow additional time for your bank or card provider to process the refund.

Order Cancellations

How to cancel

All cancellation requests must be submitted by email.

After 24 hours

Cancellations requested more than 24 hours after placing your order will incur a £25 administration fee, which will be deducted from your refund.

After artwork creation

If personalised artwork has already been created, a design fee of 50% of the total order value will be deducted from your refund.

After artwork approval

Once artwork has been approved for printing, no cancellations or refunds can be accepted.

Approved cancellation refunds will be processed within 14 business days, subject to applicable fees.

EU 14-Day Cooling-Off Period

If you are a consumer located in the European Union, you may have the right to cancel or return non-personalised items within 14 days of receipt, without providing a reason.

This right does not apply to personalised or bespoke goods. Items must be returned unused, in original packaging, with proof of purchase.

Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015.

Contact Us

For any questions regarding returns, refunds or cancellations, please contact us.


Damages and issues
Please inspect your order upon reception 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, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at louisemckinlaydesign@gmail.com.

Returns & Refunds Policy

Let’s get into the boring (but important!) stuff!

Personalised Items

  • Personalised or custom-made items are non-refundable unless they arrive damaged or defective.

Damaged Items

  • If your item arrives damaged, please contact us immediately with your order details and clear images of the damage.

  • We’ll review your case and work quickly to resolve the issue.

Wrong Item Received

  • If you’ve received the wrong item, please contact us right away with your order details.

  • We’ll make sure the correct item is sent to you as soon as possible.

General Returns

  • For all other return queries, please contact us within 14 days of receiving your order.

Refunds

  • Once your return has been received and inspected, we’ll notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original method of payment.

  • Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

  • Shipping costs are non-refundable (unless the return is due to a damaged or incorrect item).