At Papyrus Lane, we take great pride in the quality and uniqueness of our customised stationery. As many of our products are made-to-order and personalised specifically for you, our return and refund policy has been carefully designed to reflect this.
1. Made-to-Order & Personalised Items
Most of our items are customised to order (e.g., names on journals, planners, cards). As such, we do not accept returns or exchanges for change of mind or incorrect orders submitted by the customer.
Please double-check:
- Spelling of names/text for customisation
- Selected colours, designs, and product types
- Shipping and billing information before confirming your order
2. Non-Customised Items
For items that are not personalised, you may return them within 7 calendar days of receiving your order if:
- The product is unused, in its original packaging, and
- You notify us via email with photo evidence of the item and packaging
Once we receive and inspect the returned item, a store credit or replacement will be issued. Return shipping costs are the responsibility of the customer unless the return is due to our error (see Section 3).
3. Damaged, Defective or Incorrect Items
If you receive an item that is:
- Damaged in transit
- Incorrect (e.g., wrong item sent)
- Defective (e.g., misprinted, faulty binding)
Please notify us within 3 days of delivery by sending an email to papyrus.lane@outlook.com with:
- Your order number
- Photos/videos of the damaged/defective item and packaging
We will gladly offer:
- A free replacement of the affected item
- Or issue a full refund (including shipping costs), depending on the situation
4. Refunds (if applicable)
- Refunds (if approved) will be processed to your original method of payment within 7–14 working days.
- You will be notified via email once your refund is processed.
5. Exchanges
We do not offer exchanges for personalised items. For non-personalised items, you may request an exchange within 7 days, and we’ll guide you through the process (subject to item availability).
6. Cancellations
Orders may only be cancelled within 12 hours of purchase. After that, they may have already entered production and are no longer eligible for cancellation or refund.
7. Contact Us
For all return, refund, or exchange queries, please contact our team:
📧 papyrus.lane@outlook.com
📞 +6017 545 6450
Our goal is to ensure every order you receive from Papyrus Lane is one you’ll love and be proud to own or gift.