If you are not completely happy with your online purchase you can return it to us, within 30 days of receipt. Provided you comply with the terms below we will refund the price of the goods.
If the product is faulty (meaning it is not of satisfactory quality, not fit for purpose, not as described, or an incorrect item), again you can return it to us within 30 days (longer periods may in some circumstances apply under the Consumer Rights Act 2015), and we will refund the price paid, the basic delivery charge, and the cost of packaging and postage for returning the product (please see below) to your original method of payment.
Please ensure you have communicated to our Customer Delight Team at firstname.lastname@example.org prior to returning your faulty items to our warehouse. Faulty/incorrect/damaged Returns received without prior authorisation and confirmation from our team will not be refunded postage fees.
Other than in the case of faulty products, we will only accept the return of unopened/ unused products.
Due to hygiene reasons, we are unable to accept returns, or provide a refund, for opened and worn headphones and face masks unless the product is faulty.
Please note that all Paperchase parcels for online orders no longer include a printed dispatch note. Customers will still receive their order dispatch email as normal; which will include a full listing of items shipped within their order. Please keep your dispatch email safe, as this will be helpful to fill the returns note below in case you would like to return your order.
1. Package your return. All individual items (other than those which are faulty) must be in a saleable condition and returned in their original protective packaging with the barcode(s) and/or tags intact, while the outer packaging can be of your choice (i.e. box, envelope, etc.). Please note, with the exception of faulty merchandise, we cannot accept the return of products that have been opened or used.
2. Include printed and completed return slip. Our returns slip will need to be printed, completed and included in your return package to enable us to process your return. Remember to include your order number and your details, the goods you are returning and the reason through the 'reason for return' code. The returns slip can be viewed, downloaded and printed here.
3. Address to warehouse. Please note this is not a prepaid service, customer bears cost of returns (unless faulty). Send your parcel to:
Long Croft Rd
4. Post it! Please make sure you return items through a traceable service for your safety. The parcel is your responsibility until it reaches our warehouse, so we strongly recommend you obtain a proof of postage, as without this we will be unable to assist you further. Please note that you will be responsible for the costs of returning the items to us unless faulty. (which needs to be pre-agreed with our Customer Service team. Please reach out to us via email@example.com so we can organise this for you)
When returning your purchase please allow 28 days from the day the parcel is posted for your refund to be processed or your replacement to be despatched. We will email you to let you know when your refund or your replacement order has been processed.
Refunds will be processed within 7 days of receiving your parcel. It may take up to 7 days for the refund to show in your account.
Goods purchased on other websites (e.g. asos.com, amazon.co.uk) must be returned to the website they have been purchased from. They cannot be returned to the Paperchase website or a Paperchase store.