Returns, Refunds and Cancellations Policy

The Paper Starlights team is 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 something is not right with your order, we will do our best to help.

This policy applies to purchases made directly from Paper Starlights through our website. If you purchased your Paper Starlights products from a shop, marketplace, event or another website, please contact the retailer you purchased from directly.

How to request a return or cancellation

You can request a return through our online customer account area here:

https://shopify.com/54102950062/account

To submit a return request:

1. Sign in using the email address used to place your order.

2. Enter the verification code sent to your email address.

3. Select the order you would like to return.

4. Click “Request return”.

5. Select the item or items you would like to return.

6. Choose a return reason and add any helpful notes.

7. Submit your return request.

Once your request has been submitted, we will review it and contact you by email with the next steps. Please do not send items back to us until your return request has been approved.

For EU customers, where an online withdrawal or cancellation function is available on our store, you may also use this to tell us that you wish to cancel your order or withdraw from the contract within your cooling-off period. You may be asked to confirm your request and provide your name and order details. Once submitted, confirmation will be sent to you by email.

Cancelling your order before fulfilment

You may cancel your order until it has been fulfilled.

If you wish to cancel your order before it has been dispatched, please use the cancellation option in your customer account area where available, or contact us as soon as possible by emailing hello@paperstarlights.com with your order number.

We dispatch orders quickly in order to provide good customer service, so we cannot always guarantee that an order can be cancelled before it leaves us. If your order has already been dispatched, you will need to follow the returns process below.

Your right to cancel an online order

If you are a UK or EU consumer buying online, you may have the right to cancel your order within 14 days, without giving a reason.

For goods, the 14-day cancellation period starts from the day you receive your order. If your order is delivered in more than one parcel or contains more than one item delivered separately, the 14-day period starts from the day you receive the last item in the order.

If the cancellation deadline falls on a weekend or public holiday, the deadline may be extended where required by applicable law or where our online returns system applies this automatically.

After telling us that you wish to cancel, you then have a further 14 days to return the goods to us.

To cancel under this right, please use our online return request process, use the online withdrawal or cancellation function where available, or email hello@paperstarlights.com with your name, order number and confirmation that you wish to cancel your order.

Items must be returned unused, in their original packaging where reasonably possible, with any original documentation included. You are responsible for the cost of returning the goods unless the item is faulty, damaged, incorrect, or we have agreed otherwise.

Once we have received the returned goods, we will refund you using your original payment method. Where required by law, this will include the standard delivery cost paid at the time of purchase. If you chose a more expensive delivery service, we will only refund up to the cost of our standard delivery option.

We may reduce the refund if the goods have been handled beyond what is necessary to inspect them, or if they are returned damaged, used, incomplete, or not in their original condition.

No restocking fee or voluntary return deduction will be applied to a valid statutory cancellation return, unless a deduction is permitted by law because the goods have been handled beyond what is necessary or returned damaged, used, incomplete, or not in their original condition.

Our 28-day returns policy

In addition to your statutory rights, we offer a 28-day return period from the date you receive your order.

If you wish to return a product for reasons other than fault or damage, please request a return within 28 days of receipt using our online return request process or by emailing hello@paperstarlights.com.

Returned items must be unused, in perfect condition, and returned in their original packaging with any original documentation. Please include your name, full address, order number and reason for return inside the parcel.

Once we have received and checked the returned goods, we will refund the cost of the item using your original payment method. Original delivery costs are not refunded for voluntary returns outside your statutory cancellation rights.

For voluntary returns made outside your statutory cancellation rights, a return shipping, handling or restocking deduction of up to 10% may be deducted from the refund. This does not apply where the item is faulty, damaged, incorrect, or where your statutory cancellation rights apply.

The cost of returning the goods is your responsibility unless the item is faulty, damaged, incorrect, or we have agreed otherwise. The item remains your responsibility until it reaches us, so we recommend using a tracked service that insures you for the value of the goods.

Please send approved returns to:

Paper Starlights
Unit 4
Whitting Valley Road
Chesterfield
Derbyshire
S41 9EY
United Kingdom

Damaged, faulty or incorrect items

Please inspect your order when it arrives.

If your item is defective, damaged, or you have received the wrong item, please contact us as soon as possible, and no later than 28 days after receipt, by emailing hello@paperstarlights.com with your order number and a photo of the item’s condition.

We will assess the issue and let you know the next steps. If we agree that the item is faulty, damaged or incorrect, we will arrange a refund or replacement as appropriate.

In many cases, damaged paper star lanterns do not need to be returned because damage may make them unsellable. We may ask for photographs so that we can assess the issue and improve our quality control.

Where a return is required, we will advise how to return the item and will reimburse reasonable return postage costs once the issue has been confirmed.

We are unable to issue refunds or replacements for damage reported more than 28 days after receipt, unless required by law.

Handmade and unique products

Paper Starlights are handmade products. There may be small variations in shade, print, finish or design, and the item you receive may look slightly different from the photographs on our website.

These small differences should not be viewed as flaws. They are part of the character of a handmade product and evidence that our stars are made by real people, not machines.

Please also note that colours can appear differently depending on your device screen.

Product sizing and suitability

Please check before purchase that the item is a suitable size for your intended use. Measurements are provided on each product page.

Our paper star lanterns are decorative products. They should be used only with suitable LED lighting and should not be used with naked flames, candles, incandescent bulbs or any unsuitable heat source.

Exchanges

We are not always able to offer direct exchanges through our returns process.

The fastest way to receive a different item is to return the item you have, and once your return has been accepted, place a separate order for the new item.

Exceptions and non-returnable items

Certain items cannot be returned unless they are faulty or unless your statutory rights apply. These may include:

• custom or personalised products

• gift cards

• items that have been used, damaged or altered after delivery

• items not returned in their original condition or packaging

Sale items are not excluded from your statutory rights. If you have any questions about whether your item can be returned, please contact us at hello@paperstarlights.com.

Refunds

You will be refunded using the original payment method used to place your order.

Refunds are processed once the returned goods have arrived with us and have been checked. Please allow time for your bank or payment provider to process the refund.

For statutory cancellation returns, refunds will be processed within the timescales required by law.

We are unable to refund return postage unless the item is faulty, damaged, incorrect, or we have agreed otherwise.

Items marked as “Free Delivery”

Where an item is marked as “Free Delivery”, this means that Paper Starlights has covered the picking, packing and delivery cost as part of the price paid.

For voluntary returns made under our extended 28-day returns policy, and outside any statutory cancellation rights, items marked as “Free Delivery” may incur a standard deduction of £8.95 from the refund as a contribution towards delivery, picking, packing and restocking costs.

This does not affect your statutory rights.

Third-party purchases

If you purchased your Paper Starlights products from a shop, marketplace, event, or another website, please return your items to the retailer you purchased from.

We cannot refund or exchange goods sold by a third party.