Refund and Cancellation Policy

This Refund and Cancellation Policy explains the circumstances in which we are able to offer a refund, replacement, or other remedy in respect of your commission. It forms part of, and should be read with, our Terms and Conditions.

1. The position in summary

Each commission is a bespoke product designed and produced to your individual specification. Because the work is custom-made, statutory cooling-off rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply once production has commenced. This is set out more fully in clause 3 of our Terms.

Your payments cover work and materials that cannot be resold or reused for any other order:

• The deposit covers our design and illustration time, the refinements included with your commission, and the production and postage of the sample card.
• The balance covers materials, the full print run, finishing (envelopes, sealing where applicable), and dispatch or onward posting.

For these reasons, we do not offer refunds in the normal course. The exceptions are set out below. Your statutory rights under the Consumer Rights Act 2015 in respect of quality, fitness for purpose, and conformity with description are not affected by this Policy.

2. When a refund or remedy is available

2.1 We materially miss the agreed timeline

If, through fault attributable to us, the finished cards have not been dispatched within ten (10) business days after the latest date stated in your order confirmation (or any subsequently agreed timeline), you may notify us in writing and require us to remedy the delay. If we do not dispatch within a further ten (10) business days, you may cancel the remaining production and we will refund the balance paid less any reasonable third-party costs that have already been incurred (for example, postage paid). The deposit, which covers work already performed, is non-refundable.

Delays caused by you, your recipients, your image or address supply, your approval gates, third parties (including postal services and customs), or force majeure events as set out in the Terms do not entitle you to a refund under this clause.

2.2 The cards do not match the approved sample (defect)

If the printed cards delivered to you (or to your recipients) materially differ from the sample you approved, owing to a production defect, please notify us in writing within fourteen (14) days of receipt, with photographs of the defect and, where possible, return of affected cards at our cost. We will, at our option, either reprint the affected cards at no further cost or refund the proportion of the price attributable to the affected cards.

2.3 Lost or damaged in transit

If your finished cards are lost or damaged in transit, please notify us in writing within fourteen (14) days of the expected delivery date. We will work with the carrier to investigate and, where the loss or damage is confirmed, will reprint or refund the affected portion at our cost. Reasonable cooperation in the carrier’s investigation process is required.

3. Cancellation by you

3.1 Before illustration work has commenced

If you wish to cancel your order before any illustration work has commenced, please contact us as soon as possible. We will refund the deposit less an administration fee of £25 to cover order processing and payment costs.

3.2 After illustration work has commenced

Once illustration work has commenced (which we treat as starting on the working day after order placement), the deposit becomes non-refundable as it covers work already performed.

3.3 After sample approval

Once you have approved the sample card, the order proceeds to full production and both the deposit and the balance are non-refundable, save for the remedies set out at clause 2.

3.4 If you do not approve the illustration after included refinements

Each commission includes three (3) rounds of refinement. If, after the included refinements, you do not wish to approve the illustration, you may either: (a) purchase further refinements at £100 per round; or (b) cancel the order. Cancellation at this stage is treated as cancellation after illustration work has commenced and the deposit is not refundable. No balance will be charged.

4. How to request a refund or remedy

All requests must be submitted in writing to studio@ottiliepaperie.com within the time limits set out above. Please include your order reference and a clear description of the issue, with photographs where relevant. We acknowledge requests within three (3) business days and aim to resolve them within ten (10) business days of receipt.

5. Chargebacks and payment disputes

We ask that you raise any concern with us first under clause 4 above and allow us ten (10) business days from receipt to investigate and propose a resolution, before initiating any chargeback, payment reversal, or dispute through your card issuer, bank, or payment provider.

Where a chargeback is initiated without prior notice to us, or in respect of goods or services that you have already received, accepted, or approved at the relevant stage, you remain liable for the value of those goods and services and for any reasonable administrative costs we incur in defending the chargeback.

We will defend chargebacks with reference to the documented record of your order, including your acceptance of our Terms at checkout, your written approval of the illustration, your written approval of the sample card, proof of dispatch, and the correspondence trail between us. Nothing in this Policy limits any right you have at law to dispute an unauthorised transaction.

6. How refunds are issued

Where a refund is due, it is issued to the original payment method within ten (10) business days of agreement of the amount. We are not responsible for any subsequent processing time applied by your card issuer, bank, or payment provider.

7. Statutory rights

Nothing in this Policy affects your statutory rights, including those under the Consumer Rights Act 2015. If you believe that the goods supplied are not of satisfactory quality, fit for purpose, or as described, please contact us so that we can consider your claim.