Returns & Refunds Policy

We want you to love what you buy from us – but we get that sometimes things don’t go to plan. Here’s how we handle returns, refunds, and custom orders.

Custom Orders & Deposits

• Deposits: If you're placing a custom or made-to-order item, please note that deposits are non-refundable. That’s because we start work (or book time) specifically for you as soon as the deposit is paid.

• Need to Change the Date? No problem – we’ll do our best to reschedule if something comes up, as long as we’ve got availability. Just get in touch as soon as you can.

• Returns on Custom Items: Because custom orders are made just for you, they can’t be returned or refunded, unless there’s something wrong with them. This is in line with UK law for personalised and made-to-order items.

Standard (Non-Custom) Items

Changed your mind? No worries – for standard (non-custom) items, you’ve got 14 days from when you receive your order to let us know you'd like to return it.

Here’s the deal:

• Items must be unused, in original packaging, and in a resellable condition.

• You’ll need to cover return postage unless the item is faulty.

• Drop us an email or message to get the return started – easy!

Faulty or Damaged?

We do our best to make sure everything arrives in perfect condition. But if something’s gone wrong – whether it’s damaged, faulty, or not quite what you expected – let us know within 14 days and we’ll sort it out quickly.

Depending on the issue, we’ll either replace it or give you a refund – no fuss.

Need Help?

Got a question or want to talk to us about an order? Just give us a shout:

📧 Lottie@paperinkalchemy.co.uk

Thanks for shopping with us!