Returns & Exchange Policy

Paperfloré hopes you will be delighted with the products you order. However, you have a period of 14 days from receipt of your order to contact Paperfloré to request a refund or exchange.

Please note that personalised products are non-refundable. However, exchanges will be offered for personalised products in the following circumstances: 

- There was an error made by Paperfloré
- The items arrived damaged

Exchanges will not be offered free of charge for personalised products where the error was made by the customer, for example incorrect spelling within the text that was supplied by the customer. However, I completely understand that we are all human and mistakes happen, so please get in touch and I'll do my best to sort any issues at a discounted rate and as quickly and smoothly as possible. All orders include free digital mock-ups and unlimited amendments so any changes must be requested at this stage before approving for print. 

How to request a return or exchange
Please contact Paperfloré by email at hello@paperflore.co.uk along with your order number. Once contact has been made, the products must be returned in their original packaging. Upon receipt of the returned items, Paperfloré will be in touch to process the exchange/refund.

In the unlikely event your parcel suffers damage, please write ‘damaged’ when signing for the parcel and report this to Paperfloré within 24 hours via email along with photographs of the package and damaged goods. Failure to do so will impede any claim that is made. Paperfloré will prioritise your order and send a replacement at the earliest convenience. 

Paperfloré takes great care when packing your stationery to ensure it arrives safely. However, once your order has been delivered, Paperfloré cannot accept responsibility for any items that are damaged or lost while being forwarded to your wedding guests. It is the customer’s responsibility to ensure that all items are securely and safely dispatched to guests. Paperfloré will provide everything reasonably necessary to support safe mailing, including high-quality envelopes and protective padding for fragile items.