Personalised products
Because our products are personalised and made to order, we cannot accept returns, exchanges or cancellations simply because you have changed your mind or no longer want the item.
Please check your photograph, spelling and personalisation details carefully before placing your order. We cannot provide a refund or replacement where an item has been produced correctly using the information supplied by the customer.
Damaged, faulty or incorrect orders
We want you to be completely happy with your order. If your item arrives damaged, is faulty, or is different from what you ordered, please contact us as soon as possible.
Please include your order number, a description of the issue and, where applicable, clear photographs showing the problem. Once we have reviewed the issue, we will arrange an appropriate replacement or refund at no additional cost to you.
Orders lost in transit
If your order has not arrived within the expected delivery period, please contact us. We will investigate the delivery and arrange a replacement or refund where the parcel has been confirmed as lost.
Contact us
Email customerservice@petandpaper.co.uk or use our contact form. Please include your order number so we can help you as quickly as possible.
This policy does not affect your statutory rights.