The Paper Starlights team are committed to offering value for money and a service second to none. It is very unusual for one of our stars to be returned to us and we take pride in our quality control process. However if your order does arrive damaged in any way, please let us know within 14 days of receipt by emailing firstname.lastname@example.org with your order number and a photo of the item’s condition. We will then advise how to return it in its original packaging. The return will be at your expense until we agree that the star is damaged and we will then fully reimburse you the cost of the goods and their return.
If you wish to cancel your order before despatch, we will arrange for a full refund of any payment taken. Please note – in order to provide good customer service, we despatch our products quickly. If cancellation happens after despatch then you will be responsible for the cost of returning the products and refunds will be subject to our Refund Policy below.
If you wish to return a product for reasons other than fault or damage, please notify us within 14 days of receipt. We will refund the cost of the item (less original carriage costs), once we have received it in perfect condition in its original packaging.
Returned items should be unused and must be returned in original packaging with any original documentation, and with a note containing your name, full address, order number, and a reason for the return. No refunds can be issued without this.
Please note the cost of returning the goods is at your expense. The item is your responsibility until it reaches us so we recommend you use a service that provides a tracking number and insures you for the value of the goods.
Please send returned items to: Paper Starlights, 6 New Hall Road, Chesterfield, Derbyshire S40 1HE
Damages and issues
Please inspect your order upon receipt and contact us immediately (or up to 28 days) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please note we are unable to issue refunds or replacement after 28 days.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges & Refunds
Please ensure before purchase that the item is a suitable size for your use – all measurements are given for each product. For colour, please note that variations of colour can be caused by your device screen. Because our stars are entirely made by hand, including the screen printing process, slight variations of colour may also apply.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
You will be refunded via the method of payment used to place the order as soon as the returned goods have arrived with us. Please note we are unable to refund shipping costs unless there is an error or fault with your item.
If you have purchased your Paper Starlights products from a shop or another website, please make sure you return your items to the relevant retailer. We cannot refund or exchange goods sold by a third party.
Handmade and Unique
As Paper Starlights are handmade products, there may be tiny inconsistencies in shade and design, and the items you receive may look slightly different to how they look on the website. This should not be viewed as a flaw, rather as evidence that they are hand-made by real people not machines!
Refunds on items marked as ‘Free Delivery’
By free delivery, we mean that we, the shipper, are covering the cost of picking and packing and delivery charges. As such, all items marked as Free Delivery, if refunded against, will incur a standard charge of £8-95 against the amount paid, as a contribution to those and re-stocking costs.