Refund Policy

Here you can find our policies on receiving returned items, order cancellations and delayed or lost packages, and the issuance of refunds or replacements.

Returns

General return criteria

All items are returnable within 30 days of delivery. Refunds or exchanges after the 30-day period are at the discretion of the seller.

Customers are responsible for paying shipping costs for returning items unless the product is defective or damaged (see below). We recommend using a tracked or insured shipping service. We cannot guarantee receipt of returned items without proof of delivery.

If the item is not in its original condition, the customer is responsible for any loss in value.

Return of defective or damaged items

We only replace items if they are defective or damaged.

To report a damaged or defective item for replacement, please contact us at hello@thepaperdollshouse.co.uk within 30 days of delivery.

Order cancellations

You may cancel your order for a full refund at any time before despatch.

We cannot recall items once they have been despatched.

If you decide you no longer want an item or order after it has been despatched, you will need to await delivery and undertake the return process set out above.

Delayed delivery & package loss

You can contact with any concerns regarding delays or lost packages at any time, but we only issue a replacement or refund if it is either:

at least 14 days after the expected delivery date, or
confirmed as lost in transit by Royal Mail or other delivery partner.

In the event your order has been lost in transit, you must contact us at hello@thepaperdollshoue.co.uk within 60 calendar days of date of purchase.

Orders that haven't been reported within 60 calendar days will not be eligible for refund.

Refunds

Once your return is received and inspected, we will notify you by email that we have received your returned item. If the refund is approved, the credit will automatically be applied to your original method of payment within a few days. Shipping costs are non-refundable.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again and speak to your bank, as there is often some processing time before a refund appears.

If you have done this and still have not received your refund, please contact us at hello@thepaperdollshouse.co.uk.