Refund policy

Return & Refund Policy

At Paperlla, we take great care in crafting thoughtful, high-quality stationery and diaries. We hope you love every item you purchase. However, if you need to request a return, please review our policy below.

Returns Eligibility

You may request a return within 7 days of receiving your order.

To be eligible for a return, items must be:

  • Unopened and unused

  • In their original packaging

  • In original condition (resaleable)

We reserve the right to decline returns if products show signs of use, damage, or are returned without original packaging.

Requests made after 7 days from delivery, unfortunately, cannot be accepted.

Personalized Products

Personalized or customized products are non-returnable, as they are made specifically for you.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive:

  • A damaged item

  • A defective product

  • The wrong product

Contact us within 48 hours of delivery at hello@paperlla.com with clear photos and your order details. We will review the issue and arrange a replacement or refund where applicable.

How to Initiate a Return

To start a return, email us at hello@paperlla.com with:

  • Your order number

  • Reason for return

  • Photos (if applicable)

Once approved, you will receive return instructions. Customers are responsible for return shipping costs and are advised to use the most economical shipping option.

Please allow up to 7 working days for your return to reach our warehouse.

Refunds

Once your return is received and inspected, we will notify you via email regarding approval.

If approved:

  • Your refund will be processed to the original payment method

  • Please allow 5–7 working days for the amount to reflect in your account (depending on your bank/payment provider)

If more than 7 business days have passed since your refund approval, please contact us at hello@paperlla.com.

Exchanges

We currently do not offer direct exchanges.
The fastest way to receive a different item is to:

  1. Return the original item (if eligible)

  2. Place a fresh order once your return is approved

Non-Returnable Items

The following items are not eligible for return:

  • Sale or discounted items

  • Gift cards

  • Personalized products (unless damaged/defective)