Refund policy

Cancellations, Returns and Refunds

Every Pretty Paper Pirates item is handmade or prepared to order. Please check all product options, names, dates, wording and delivery details carefully before placing your order.

Personalised and custom-made orders

  • I do not accept cancellations or change-of-mind returns for personalised, custom-designed or made-to-your-specification items once an order has been placed.
  • This includes products made using names, dates, photographs, personal messages, custom wording or other individual instructions supplied by you.
  • If you realise that you have made a mistake, please contact me immediately at prettypaperpirates@gmail.com. I cannot guarantee that changes will be possible because I may begin making your order shortly after it is received.

Standard non-personalised items

  • I do not offer a voluntary change-of-mind returns policy.
  • However, statutory cancellation rights may apply to eligible standard, non-personalised products purchased online. Where these rights apply, you must tell me that you wish to cancel within 14 days of receiving your order and return it within the following 14 days.
  • You are responsible for the cost of returning an unwanted eligible item.
  • It must be returned carefully packaged and in its original condition.
  • A reasonable deduction may be made if its value has been reduced through unnecessary handling, use or damage.
  • Personalised, custom-made and made-to-your-specification products are excluded from this change-of-mind right.

Damaged, faulty or incorrect orders

  • If your order arrives damaged, faulty, incorrect or not as described, please contact me as soon as possible at prettypaperpirates@gmail.com.

Please include:

  • Your order number.
  • A description of the problem.
  • Clear photographs of the item and packaging, where possible.

I will review the issue and arrange a replacement or refund as appropriate. If a return is required, I will cover reasonable return postage costs.

Please do not dispose of a damaged or faulty item until I have confirmed whether it needs to be returned.

Orders that have not arrived

  • If your order has not arrived within the expected delivery period, please contact me at prettypaperpirates@gmail.com with your order number.
  • Delivery estimates are not guaranteed arrival dates, particularly during busy postal periods.
  • Once the relevant delivery period has passed and the order is considered lost, I will arrange a replacement or refund.

Refunds

Approved refunds will be made to your original payment method. Your bank or card provider may take additional time to show the payment in your account.

Nothing in this policy affects your statutory rights.