Returns, Exchanges and Refunds
Returns, Refunds & Exchanges
Please take a moment to read this before placing your order.
All Products
Every item we sell is made and packed by hand in small batches, and most are produced once your order is placed. For this reason we are unable to accept returns, exchanges, or offer refunds on any product — personalised or otherwise — except where the item received is defective, damaged, or incorrect.
Personalised items are made specifically for you and cannot be resold, so once production has begun, cancellations are not possible.
When Your Order Arrives
Please open and check your order as soon as it reaches you, even if you're saving it for a later occasion.
If anything has arrived damaged, defective, or not as per the approved personalisation details, write to us within 48 hours of delivery and we will put it right.
To help us resolve it quickly, please share:
- Your order number
- Clear photographs and videos of the item and the packaging
- A brief description of the problem
We photograph every order before it is sealed, which usually makes this very quick to sort out. Once we've reviewed it, we'll arrange a replacement or a refund.
Replacements
Approved issues are usually resolved through a replacement of the same item with the correct personalisation. As each piece is made to order, please allow the standard production time for your replacement to be recreated.
Caring for Your Stationery
Everything we make uses natural, uncoated papers, real metal, and sealing wax.
A few notes, so your set stays the way it left us:
- Store your stationery flat, cool, dry, and out of direct sunlight. Sunlight gradually shifts printed colour, and humidity can make uncoated paper cockle at the edges.
- Tags with metal eyelets: if you aren't using them straight away, unwrap the belly band and lay the tags side by side rather than leaving them stacked. Over several months, the eyelets can press faint rings into the tag beneath. This is metal doing what metal does under its own weight, and it isn't a flaw in the tag.
- Printed pieces: avoid stacking anything heavy on top, and keep printed faces apart where you can. Ink on uncoated paper stays slightly open for a long time, which is part of why it looks the way it does.
- Wax seals: keep them away from heat, as they soften.
Because these are living materials rather than machine-finished ones, they do change with time and storage. We're always glad to advise on how to keep a set well, but marks, impressions, colour shift, or cockling that develop after delivery through storage conditions sit outside what we're able to replace or refund.
Where Returns or Refunds Don't Apply
- Minor variations in colour due to screen settings or printing processes
- Natural variation in paper shade and texture between batches, and small differences inherent to hand-finished work
- Slight placement differences within acceptable production tolerances
- Delays caused by courier services
- Incorrect personalisation details provided at the time of order
- Change of mind after the order has been placed
- Signs of use or mishandling after delivery
- Marks, impressions, colour change, or cockling that develop after delivery as a result of storage — please see Caring for Your Stationery above
Shipping Charges
Shipping fees are non-refundable. If a replacement is approved due to our error or a manufacturing defect, we will cover the cost of re-shipping the corrected item.
Order Cancellations
Orders may be cancelled only if production or packing has not yet started. Once work on your order has begun, cancellations are not possible.
Our Commitment
Every order is made and checked by hand, and we care a great deal about how it reaches you. If something isn't right, please do tell us — we will always make every reasonable effort to help.
Contact Us
For any return, refund, or care question, write to us with your order details and we'll respond as soon as we can.
