Refund policy
We trust that you, the client, have taken the time to read and understand what you are purchasing, or to ask us any questions to clarify what you are ordering before paying and placing your order.
If you have purchased the incorrect items, or changed your mind on what you have purchased, and you notify us in an email before we start your order, we will do our best to work out a solution for you. If your order is in production, made, ready to ship or has been shipped and you have received our shipping notification, then you can’t change your order.
If you’ve changed your mind on stock or quantities needed after you have ordered with us and paid, there may be extra costs incurred and delays in your order. We’ll let you know of any extra costs or delays before going ahead with the changes.
If we have supplied the incorrect order – please notify us within 7 days of your order being received and we will replace your order in full or issue a full refund. Any incorrect orders lodged after 7 days will not be replaced or refunded.
2. PAYMENT TERMS, CANCELLATIONS & POSTPONING
2A. RETAINER, DEPOSITS + MONIES PAID.
The retainer (deposit) or any monies paid is non-refundable in money or in credits, regardless of cancellation notice time, reason for cancelling, over-ordering or ordering the wrong item. This includes cancelling due to COVID related issues.
2B. CANCELLATIONS.
Email us ASAP with your order number to let us know you want to cancel your order. If your order has not been made by us, then we can cancel your order and issue a website credit note. We do not refund for cancellations or change of mind. If your order is in production, made, ready to ship or has been shipped and you have received our shipping notification, then your order will be fulfilled as ordered and no credit note is issued.
Paper and Ink Studio reserves the right to cancel your order and services with us if we feel that the working relationship is not in our best interest. In rare cases like this, we will notify you in an email and ask for your reply to confirm this has been received by you. If by some chance you do not reply to us after we have contacted you 3 times, and 3 months has passed, we will cancel your order and stop further contact, and monies paid are forfeited. We reserve the right to keep any monies paid to date to cover our consultation and design time. The balance will be refunded. Refunds are direct deposit, please allow up to 1 month for your refund.
2C. POSTPONING + ORDER ON HOLD NOTICE.
You are welcome to postpone your order or services with us at any time for any reason. We kindly ask you to notify us in an email to hi@paperandinkstudio.com.au. We will then reply and confirm your postponement within 2 working days. If you have not received an email confirmation from us regarding your postponement, please note – this means your postponement has not been received or confirmed by us, and your order remains open.
We will hold your order for 1 year and rely on you, the client, to notify us to re-start your order. Once we have confirmed your new start date, we will also confirm the current price of your order. We reserve the right to request further payment before starting your order. If we have not heard from you after that year, your order will be cancelled with no further notice from us.
However, if you’ve approved proofs and we’ve gone to print/finished printing, you are still liable for the full cost of your order as agreed upon and paid.
2D. PRICE VARIATIONS & STOCK AVAILABILITY DURING POSTPONEMENT
If you’ve postponed your order and prices and availability have changed on certain materials/stock, or parts of your order in that period, we’ll let you know and confirm any extra costs before we start on your job again. We will do our best to supply the original order and price but there are no guarantees.
2E. NO CONTACT ISSUES.
If by some chance you have placed an order with us and we have tried to contact you a number of times (3 x emails, 3 x texts with the contact details we have on your order) and have had no reply from you, we will assume you no longer need your order with us. In this case, your order will be cancelled with no notice from us and any monies paid will be forfeited.
- Regular shipping within Australia – allow up to 3 weeks
- Express shipping within Australia – allow up to 1 week
- International shipping – allow up to 6 weeks
Once we have lodged your order with Australia Post, it is then the responsibility of Australia Post. If you elect to not have tracking on your order, this is at your own risk and responsibility.
Order processing timeframes depend on the product and client response times, but we recommend allowing 1 week at a minimum. More information can be found on individual product listings and in Section 6 (ORDER TIMES + RUSH SERVICE) of these T&Cs.
*** Please check product listings for order/production times to make sure your order will be made and delivered within time for the date you need it.
If you are local to Perth, WA we offer studio pick up and for all other orders, if in doubt select Express Postage at checkout. If you’re unsure of production times and/or shipping timeframes, get in touch and we can help with any additional information.
Any issues with delivery times or other delivery issues, you, the client, are to deal directly with the shipping company to resolve this. Whilst Paper and Ink Studio is not responsible in any way for the actions of or for timeframes (estimated or otherwise) supplied by the shipping company after we have shipped your order, we will do our best to find a solution for you.
If you have not received your order within 7 days of the estimated delivery time, please get in touch to see how we can help.
3B. THIRD PARTY DELIVERIES.
If you, the client, have engaged a third party to collect or deliver your items, this is at your own responsibility. Paper & Ink Studio takes no responsibility for the third party’s actions.
4. DAMAGED ORDERS
Don’t worry!
We take every care to ensure your order has been shipped in perfect condition and wrapped securely. We have a “Joy Guarantee," so we will replace your order in full, and have it shipped out as soon as possible. To help us see the damage, please email us with some photos of the damaged item/s. Please email within 7 days or receiving your order.
5. ORDER AMOUNTS + REPRINTS
5A. OVER OR UNDER-ORDERING.
If you have over or under-ordered let us know ASAP, BEFORE we start your order. Email us with your order number and let us know how many you need to order now. As long as we have not gone to print on your order, we can adjust the order number. Any over payments will be issued as a website credit note. No refunds are issued for this situation. Any additional costs will be invoiced separately and will need to be paid before we send your order to print.
5B. REPRINTS.
If you have made your final payment or we have gone to print, or you have received your order and now require more, it is classified as reprinting your order. Let us know what items and how many you need and we will quote for you. Our normal order times apply. A RUSH SERVICE is available – price is an extra 30% in addition to your item price in order to cover the rush service timeframe.
