FAQ

Orders

Unfortunately, we are not taking on custom orders at the moment. If you have a sticker idea or suggestions, feel free to drop us a message.

Once an order has been placed it cannot be changed and we will only be able to cancel if you have contacted us within 24 hours of placing your order. 

If you wish to combine orders, make sure to email us prior to placing another order. Please ensure you have provided the correct shipping address at checkout. We are not responsible for any lost items as a result of incorrect information provided by you. 


Should you have any questions or concerns about your order, you can email us at hello@paperkay.com with the subject "Question about my order". We will respond to you as soon as possible.

** As a result of Covid-19, delays are to be expected. **

If your order has not arrived within 7 working days post estimated delivery time, please contact us at hello@paperkay.com

Please take note, Royal Mail does not deem a package lost until:

UK - 10 working days after the due date.

Europe - 20 working days after the due date.

International - 25 working days after the due date.

We will not be able to file a claim for loss until after the times stated above. If the time has passed and your happy mail has not arrived, please do not hesitate to email us with the subject "Lost Mail". We will try our best to resolve the problem.

Shipping

Yes, but only if you have purchased a Tracked or Signed For shipping. This is highly recommended, especially for international orders.

If you have not purchased Tracked or Signed For shipping, we will not be able to provide you with a tracking number. 

Please note! Some countries only have standard shipping, so the option for Tracked or Signed For will not be available at checkout. 

We really do hope you love your happy mail ♥️

Should you have any problems with your order, you are welcome to email us at hello@paperkay.com within 7 working days of receiving your order. If any items are defective or have been damaged by the courier, please attach a clear photo showing the problem(s). 

We do not accept exchanges because our items are made to order, however we do accept returns. Please make sure to contact us beforehand, if you wish to make any returns. 

Because of the nature of these items, we cannot accept returns for*:

  • Custom or personalised items
  • Digital downloads
  • Limited edition items 
  • Oops/grab bags
  • Sale items

*This is unless they are defective or have been damaged by the courier. 

 

Conditions of a return:

  • You are responsible for return shipping costs - A tracked shipping method is highly recommended. 
  • A replacement or refund will be processed once we have received the return.
  • If the item(s) are not returned in its original condition, the buyer will be responsible for any loss in value. 
  • For all approved returns/refunds, shipping will be deducted from the total amount refunded.
  • We reserve the right to refuse a replacement or refund, although we will always try our best to ensure customer satisfaction.

We aim to process all orders as soon as possible. At current our processing time is 1-2 weeks. 

Once you have received a dispatch email, your order will be on its way to you.

The estimated shipping to:
UK - 1-3 working days*
Europe - 5-14 working days*
International – 5-14 working days*

*Covid-19 delays - Deliveries are expected to be severely delayed at the moment due to reduced staff and reduced transport links. Whilst we understand it is not ideal, they are trying their best to deliver items safely and in a timely manner. Thank you for your patience ♥️

We advise you to look up your country's customs and import charges. Every country has their own minimum value for imported goods. If your happy mail is above your country's minimum value there is a high chance it will be subjected to inspection by your local Customs Authority. This is out of our control and your happy mail may be delayed if it is awaiting a payment of charges. The recipient of the mail will be responsible for paying any fees. 

Discounts and Rewards

For members signed up to our reward system, you can earn 5 Dots for every £1 spent. The Dots can then be used to redeem tiered coupons for money off your order. 

At present we do not have a PR team. We periodically hold our own sales and participate in group sales. To stay in the loop, it may interest you to follow our Instagram (@paperkaydesign) or sign up to our newsletters.