New Zealand Returns:
Our return policy is valid for 14 days from the date of delivery. Please contact us within this timeframe to utilise our free returns service. Please note that Gift Cards, custom art, and wedding stationery are not eligible for return.
To qualify for a return, the item must be unused, in the same condition as when you received it, and in its original packaging. For any items damaged during transit, please reach out to us, and we will arrange a replacement print.
To complete your return, we require a receipt or proof of purchase. Any item that is not in its original condition, is damaged, has missing parts (not due to our error), or is returned more than 30 days after delivery will not be eligible for a refund.
Once we receive and inspect your returned item, we will notify you by email to confirm receipt. We will then inform you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original payment method.
Australian Returns:
We do not accept returns from our Australian customers, unless the item was damaged during transit. We can however exchange for a different size. If you experience any issues, please contact our customer support team for assistance at hello@papierhq.co.nz
Exchanges (if applicable):
Exchanges are only offered for defective or damaged items, or if you need a different size. Please note that custom items are not eligible for exchange, as they are made specifically for our customers. If you would like to request an exchange, please email us at hello@papierhq.co.nz.
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the returned item. Once the return is processed, a gift certificate will be issued to you. If the item was not marked as a gift, or if the gift giver had the order shipped to themselves for later delivery, the refund will be processed to the gift giver’s original payment method, and they will be notified of the return.
