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Returns Information

When you order personalised stationery from our website, we will create or customise a specific and unique item designed around your own specifications.

You may change your mind and notify us that you wish to cancel your order for your personalised stationery up to 24 hours after placing your order unless you have indicated that your order is urgent and we have already begun work on it. 

Because all of our stationery is personalised to your specifications we are unable to accept returns unless the goods you have a manufacturing fault.

Before we send an order to print we will ask you to check through wording and factual information very carefully to prevent errors. We will require you to confirm by email that you have checked your designs and are happy to proceed to print.

If your item is faulty or does not match the specifications contained in your order, you should contact us at contact@paperwillow.com.

In the first instance we will try to correct any mistake made on our part or have the designs re-printed.

If corrections are not possible, a full refund will be issued.

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. 

It must also be in the original packaging.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at contact@paperwillow.com 

Exchanges 

We only replace items if they are defective or damaged.

If you need to exchange an item, send us an email at contact@paperwillow.com