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Cancellation Policy:

All items are made to order, and most are customisable. Your item(s) are made specifically for you and cannot be resold. Because of this, cancellations can only be accepted within 1 hour of placing your order. After this time, your order enters production to ensure prompt dispatch.

Once production has begun, we are unable to cancel or refund the cost of the item. However, if your order has not yet been dispatched, we may be able to refund the shipping charge. Please note, dispatched does not always mean marked as dispatched on Etsy — orders sometimes leave our facility without a formal notification on the platform. If your order is still in our possession, we can refund the postage only.

Personalised items are not eligible for return or cancellation unless:
The item is faulty or damaged upon delivery, or
The item does not match the personalisation details you provided.

We reserve the right to refuse cancellations or returns that do not comply with this policy.

Refund Policy:

Personalised items
As all items are personalised and made to order, cancellations and returns are not accepted unless the item is faulty or damaged.

Non-personalised items
Non-personalised items may be returned within 14 days of delivery, provided they are in their original, unused condition. Buyers are responsible for return postage. Refunds are issued once the item has been received and inspected.

Delivery Delays
Delivery dates shown at checkout are estimates only and are not guaranteed. During busy seasonal periods (such as Christmas, Mother’s Day, and other peak occasions), deliveries may take longer due to factors outside our control.
Refunds are not issued for orders that are delayed but still in transit.

Lost-in-Transit Items
If an order has not arrived after the stated processing time plus Royal Mail’s expected delivery timeframe, please get in touch so we can investigate.
If Royal Mail confirms that an item is lost in transit, a refund or replacement will be offered.

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Personalised Items Policy:

At Paper Crate, we are committed to providing a seamless and swift shopping experience to our customers. We understand the importance of prompt processing and quick dispatch to ensure your orders reach you in the shortest possible time. To maintain this efficiency, we have formulated a policy regarding changes to personalised items. Please read the following guidelines carefully:

1. Order Modification Timeframe
You have one hour from the moment of placing your order to make any changes to the personalisation details.
During this hour, you can modify your personalised items without any additional charges or complications.

2. Production Commencement
Once the one-hour timeframe has lapsed, the item(s) enter the production phase.
After this point, no changes can be made to the personalisation, irrespective of whether the item has been dispatched or not.

3. Exceptions for Vital Changes
If you need to make a vital change after the one-hour timeframe, please send us a message immediately.
If the item is still in our possession, you have the option to purchase the item again with the correct personalisation and we will provide a code to remove the delivery charge.
This exception is applicable only for critical changes deemed necessary on a case-by-case basis.

Note:
It is the responsibility of the customer to review and confirm all personalisation details before completing the order.
We encourage our customers to double-check the personalisation information provided during the checkout process to avoid any issues.

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Communication and Responsiveness Policy:
We understand the importance of clear communication and timely responses. To ensure a smooth process for all orders, we have implemented the following;

1. Customer Responsibility
If you contact us with a request, it is your responsibility to respond to our reply within 24 hours.
Please refrain from assuming that your request has been accepted until you receive a confirmation from us.

2. Consequences of Non-Responsiveness
For orders involving custom or personalised items, if you do not respond within the 24-hour timeframe, the order will be processed and shipped as is.
For other types of orders, failure to respond within the specified timeframe will result in the cancellation of your order.

3. Dispatch Date Extension
If modifications or responses are required, the estimated dispatch date will be extended to allow adequate time for these changes to be made.
This extension ensures that any adjustments can be incorporated into your order before it is shipped.

4. Purpose of the Policy
This policy is in place to ensure the efficient processing of orders and to meet the expectations of our customers.
Timely responses are essential in providing you with the best service possible.

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Address Accuracy Policy:
We prioritise the timely and accurate delivery of your orders. To ensure a seamless shipping experience, we have implemented the following;

Buyer Responsibility:
Buyers are responsible for providing a full and accurate delivery address at checkout. Please check all address details carefully before placing your order, including house number/name, street, postcode, and recipient name where relevant.

Address Corrections:
If an address correction is required after an order has been placed but before it has been dispatched, buyers should promptly contact our customer support team to request the necessary corrections.

Returned or Undeliverable Mail:
If a parcel is returned due to an incorrect, incomplete, or unrecognised address, or because it is refused or not accepted at the delivery location, the buyer will be responsible for the cost of reposting the item.

Returned After Delivery Attempt or Delivery Scan:
If a parcel is returned after delivery has been attempted or recorded as delivered, it will not be resent to the same address. An alternative delivery address will be required, along with payment of the additional postage and packaging cost.

Delivery Delays Due to Address Issues
We are not responsible for delivery delays caused by incorrect, incomplete, or unrecognised addresses, or where a parcel is refused or redirected after delivery has been attempted.

Personalised Items:
Personalised and made-to-order items cannot be refunded once production has begun. If a personalised order is returned and the buyer chooses not to pay for reposting, no refund will be issued.

Postage & Packaging Costs:
Original postage and packaging costs are non-refundable once an order has been dispatched, including orders that qualified for free delivery, as shipping costs are still incurred.

Communication Channels:
For any address-related concerns or corrections, buyers should message as soon as possible. Timely communication regarding address issues will assist us in providing the best possible service and minimise any potential disruptions in the shipping process.

By placing an order with PaperCrateUK, you acknowledge and accept the terms outlined in this Policy.
If you have any questions or concerns about this policy, please contact us before placing your order.