Refund policy
Returns & Refund Policy
At PaperStory, we want you to be completely happy with your purchase. All our policies comply with UK Government guidelines and consumer regulations.
Changing your mind — 14-day returns You may cancel or return your order within 14 days of receipt, provided the item is unused and in its original, intact packaging. Please email us at support@paperstory.co.uk before sending anything back. The buyer is responsible for ensuring returned items are adequately packaged and arrive back to us safely — PaperStory cannot be held responsible for items lost or damaged in return transit. Return postage costs are the buyer's responsibility for non-faulty items. Refunds are issued within 5 working days of receiving the returned item in re-saleable condition. Please note: repeated cancellations or returns of non-faulty items may affect your ability to place future orders.
Bespoke & special orders Items made to order — including wedding stationery, personalised cards, handmade commissions, bulk paper/card orders, and art commissions — are excluded from our standard returns policy. Once production has begun, costs incurred will be deducted from any cancellation. If an order is fully completed, a refund is not possible.
Damaged in transit Please report any damage within 24 hours of delivery, with photographic and written evidence. We'll respond within 5 working days and arrange next steps. Please do not return items without our prior consent.
Faulty items — within 30 days Contact us by email with a description of the fault and photographic evidence. We'll assess the item and offer a replacement, refund, or credit note as appropriate. We cannot accept liability for faults arising from fair wear and tear, misuse, negligence, or incorrect use, storage, or repair.
Faulty items — 30 days to 6 months You may be entitled to a repair or replacement under the Consumer Rights Act 2015. Please contact us and we'll assess the item — we may ask you to return it for inspection. All returns require prior authorisation.
Polymer clay — special conditions Polymer clay must be returned within 14 days. All clay is stored in a cool, regulated environment. Returned clay undergoes sample conditioning testing (a small strip is removed). If the clay is found to be in good condition, it will be returned to you at cost. If it cannot be conditioned within the standard time, a partial refund based on the percentage value of the returned block will be issued. Baked polymer clay is not eligible for a refund. Smart tagging is used on all clay packaging.
Incorrect delivery address Please ensure your delivery address is correct at the time of ordering. If an order is dispatched to an incorrect address provided by the customer, we cannot accept responsibility for non-delivery. Redirecting or re-sending the order will incur an additional delivery charge. If the parcel is returned to us, a partial refund (minus all courier fees) may be possible.
Undelivered & abandoned parcels If a courier is unable to deliver after several attempts, you must respond within 3 days of notification or the parcel may be destroyed. If the parcel is returned to us, a partial refund (minus courier fees) may be possible.
Fraud prevention — smart tagging PaperStory uses smart tagging technology on product and outer packaging. All returns are checked against the original tag before a refund is processed. Any attempt to return items that have been tampered with, swapped, or substituted will be identified and may be reported to the relevant authorities. We take fraudulent returns seriously and reserve the right to refuse refunds where fraud is suspected.
How to contact us 📧 support@paperstory.co.uk 📞 01362 350530 📦 PaperStory, Bluebell Square, Bawdeswell Garden Centre, Norwich Road, Bawdeswell, Dereham, Norfolk, NR20 4RZ
