At Shop Custom Papers, customer satisfaction is our priority. Every order is produced according to the specifications approved by our customers. As we manufacture custom-printed paper products specifically for each order, our returns and refunds process differs from that for standard retail products.

Please read this policy carefully before placing an order.

Custom-Made Products

All products offered by Shop Custom Papers are manufactured according to the customer’s approved specifications, including:

• Paper type and material
• Sizes and dimensions
• Order quantities
• Printing colours
• Logo placement
• Artwork and design
• Finishing options
• Packaging requirements

As these products are made specifically for each customer, they generally cannot be resold or reused.

For this reason, customised orders are generally non-returnable unless the products are faulty, defective, incorrectly manufactured or do not comply with the agreed specifications. This policy does not affect your statutory rights under UK consumer law.

Artwork Approval

Before production begins, customers are responsible for reviewing and approving all digital artwork proofs provided by our design or production team.

The approved proof represents the version intended for printing.

Customers should carefully check the following details before approving artwork:

• Logo placement
• Text and wording
• Spelling and grammar
• Sizes and dimensions
• Printing colours
• Images and graphics
• Bleed areas
• Overall design layout

Once production has started, changes may not be possible and could result in additional costs.

Shop Custom Papers cannot generally accept responsibility for errors in artwork that have been correctly reproduced in accordance with the proof approved by the customer. However, this does not affect any rights the customer may have where the products are faulty or do not conform to the agreed specifications.

Order Cancellation

Customers may request cancellation before production begins.

If production has not started, we will consider the cancellation request and confirm whether it can be accepted.

If artwork preparation, material purchasing or manufacturing has already begun, cancellation may not be possible. Where appropriate and legally permitted, reasonable costs already incurred may be taken into account when determining any refund.

Orders that have entered the printing or manufacturing stage may not be cancellable because the products are made to the customer’s specifications.

Nothing in this section limits any cancellation or refund rights that apply under UK law.

Returns

Due to the customised nature of our products, we may be unable to accept returns for reasons such as:

• Changes to the customer’s preferred design
• Incorrect information supplied by the customer
• Errors in artwork that was approved by the customer
• Incorrect sizes selected by the customer
• Changes in colour preference
• Change of mind, where no statutory cancellation right applies
• Business closure or changes in business requirements
• Project delays unrelated to our services

However, we will consider claims where products are faulty, damaged, incorrectly supplied or do not match the agreed specifications.

Nothing in this policy excludes or restricts any rights you may have under applicable UK consumer protection legislation.

Reporting an Issue

If your order arrives damaged, defective or incorrect, please contact Shop Custom Papers as soon as possible, preferably within 3 calendar days of delivery.

Please provide your order details, a description of the issue and clear photographs where applicable. This will help us investigate your claim promptly.

The three-day reporting period is a request to help us resolve issues efficiently and does not remove or limit any statutory rights you may have.

Manufacturing Defects

If your order arrives with a manufacturing defect, please notify our customer support team as soon as possible.

Examples of potential manufacturing defects include:

• The wrong product being manufactured
• The incorrect paper material being used
• Dimensions falling outside the agreed production tolerances
• Significant printing defects
• Major cutting defects
• Significant finishing defects
• Incorrect quantities being supplied

Our quality assurance team will review each claim and determine an appropriate resolution in accordance with the agreed order specifications and applicable law.

Damaged Deliveries

If your parcel arrives visibly damaged during transit, we recommend taking the following steps:

• Inspect the delivery as soon as reasonably possible.
• Take clear photographs of the outer packaging and damaged products.
• Keep the original packaging and any damaged materials.
• Contact our customer support team, preferably within 3 working days of delivery.

Prompt notification helps us investigate shipping damage and, where appropriate, raise a claim with the delivery company.

Failure to report damage within this suggested timeframe will not automatically remove any rights you may have under applicable law.

Missing Items

If your delivery appears incomplete, please notify us as soon as possible, preferably within 5 working days of delivery.

Please include:

• Your order number
• Product details
• The quantity received
• Details of the missing items
• Photographs, where applicable

Our team will investigate the reported shortage and arrange an appropriate resolution for any verified discrepancy.

Refund Eligibility

Depending on the circumstances, a refund may be appropriate where:

• A manufacturing or production error has been verified.
• The supplied products do not match the agreed specifications.
• The products arrive faulty or damaged.
• A replacement or reprint is not a reasonable solution.
• We are unable to fulfil the order as agreed.

Each case will be assessed individually. Any decision regarding a refund will be made in accordance with this policy, the agreed order terms and applicable UK law.

Where a customer is legally entitled to a refund, that entitlement will not be restricted by our internal assessment process.

Reprint and Replacement Policy

Where appropriate, Shop Custom Papers may resolve verified manufacturing issues by producing replacement products or arranging a reprint.

A replacement or reprint may be offered where:

• Printing does not match the approved artwork or agreed specifications.
• The wrong paper material has been used.
• Significant printing defects have occurred.
• The finished products do not meet the agreed production requirements.
• An incorrect product or quantity has been supplied.

We may request photographs, supporting documentation or the return of affected products where reasonably necessary to investigate the issue.

Any replacement or reprint arrangement will depend on the nature of the problem and will be handled in accordance with applicable law.

Colour Variations

Printed colours may vary slightly due to factors such as:

• Differences between paper stocks
• Ink absorption
• Printing processes
• Digital screen displays
• Monitor settings
• Lighting conditions

Minor variations may occur in commercial printing and are not necessarily evidence of a manufacturing defect.

Customers requiring specific colour matching should discuss Pantone references or other colour requirements with our team before production begins.

Where colour accuracy forms part of the agreed specifications, we will assess any reported discrepancy against those specifications.

Production Tolerances

Commercial printing and paper manufacturing may involve normal production tolerances.

Minor variations in the following areas may occur:

• Cutting and trim position
• Folding
• Paper grain
• Sheet alignment
• Print registration

Acceptable tolerances depend on the product type and the specifications agreed before production.

Variations that fall within the agreed tolerances will not normally qualify for a replacement or refund. However, products that fall outside the agreed specifications or do not meet applicable legal requirements will be assessed accordingly.

Customer Responsibilities

Customers are responsible for providing:

• Accurate order details
• Correct delivery information
• Suitable, high-resolution artwork
• Properly formatted design files
• Accurate product specifications
• Final artwork approval before production

Problems caused by incomplete or incorrect information supplied by the customer may affect the available resolution where the products have been manufactured correctly in accordance with the approved specifications.

This does not affect any statutory rights that may apply.

Delivery Delays

We make every reasonable effort to meet the estimated production and delivery dates provided to customers.

However, delays may occasionally occur because of circumstances outside our reasonable control, including:

• Severe weather conditions
• Customs clearance procedures
• Delivery company delays
• Natural disasters
• Government restrictions
• Seasonal increases in delivery volumes

Where a delay occurs, we will make reasonable efforts to keep customers informed and assist with tracking their deliveries.

Any rights or remedies available to customers because of delayed delivery under applicable UK law remain unaffected by this policy.

Circumstances Beyond Our Reasonable Control

Shop Custom Papers will make reasonable efforts to fulfil orders as agreed. Circumstances beyond our reasonable control, such as natural disasters, industrial action, transport disruptions, pandemics, power failures or government restrictions, may affect production or delivery schedules.

Where such circumstances arise, we will take reasonable steps to minimise disruption and communicate any significant delays to affected customers.

This section does not exclude any liability or customer rights that cannot lawfully be excluded under UK law.

How to Submit a Claim

If you experience a problem with your order, please contact our customer support team and provide the following information:

• Order number
• Full name
• Contact details
• Description of the issue
• Clear photographs, where applicable
• Quantity of products affected

Providing complete information will help us investigate your claim efficiently and determine the most appropriate solution.

Resolution Process

After receiving your claim, our team will:

1. Review your order details and agreed specifications.
2. Examine the supporting information and photographs.
3. Investigate the relevant production and quality records.
4. Assess the issue and determine an appropriate resolution.
5. Contact you with the outcome and any next steps.

Depending on the circumstances, the resolution may include:

• Replacement products
• A reprint
• A partial refund
• A full refund
• Correction of the production issue
• Another mutually agreed solution, where appropriate

Any remedy will be provided in accordance with the applicable order terms and your statutory rights.

Policy Updates

Shop Custom Papers may update this Returns and Refunds Policy from time to time to reflect changes in our services, business practices or legal obligations.

The latest version will be published on this page. Any changes will apply in accordance with applicable law and will not retrospectively remove rights that customers have already acquired.

We encourage customers to review this policy periodically.

Contact Us

If you have any questions about returns, replacements, refunds, damaged deliveries or missing items, please contact our customer support team through the Contact Us page on our website:

Shop Custom Papers UK

We appreciate your business and are committed to providing high-quality custom-printed paper products, dependable service and fair solutions when issues arise.