Perfect Print Promise return policy
This page is the full terms of the Perfect Print Promise at Paperlust Print Shop. The promise covers every product and every order. Tell us within 30 days of dispatch. The Perfect Print Promise page is the short version.
Perfect Print Promise terms
What the promise covers
Every product and every order is covered by the Perfect Print Promise. The promise applies when the print is not right for you, including colour that is off, smudged print, wrong trim or cut, sticker adhesive that does not hold, material different from what you expected, and damage in transit. You have 30 days from dispatch to tell us.
How to make a claim
Tell us within 30 days of dispatch. A message and a photo are usually all it takes. After 30 days, still contact us and we will try to help. Email printshop@paperlust.co or call 1300 997 836, or start a live chat.
Your options
You choose the outcome. A free reprint of the same artwork is prioritised in production and shipping, with one free reprint per order under the promise. A reprint on a different material or finish of similar value is also available, and you pay only the difference if it costs more. Store credit is a coupon code for the order value with no expiry date. A refund goes back to your original payment method.
Sending items back
For a reprint or a different material, usually no return is needed and a photo is enough. Keep or recycle the originals unless we ask for them. In rare cases where a photo cannot show the problem, we may ask for the item back to inspect it. For a refund or store credit, the original items return to our studio at Oakleigh South, Melbourne. Our team gives you the return address and instructions.
Refunds
We start the refund within 1 to 2 business days once the returned items are on their way to us. Your bank or card provider usually takes 3 to 10 business days to show it. You get a confirmation email from our payment processor when the refund starts.
Store credit
Store credit is a coupon code for the order value. The coupon has no expiry date and is usable on any product. You choose store credit when you make a claim, and we need the original items back before we issue the code.
Missing items
If something is missing from the parcel, email printshop@paperlust.co or call 1300 997 836 soon after it arrives. Have a photo of what came. Our team will help sort out the missing item. Live chat is also available.
Reprint timing
Reprints go to the front of the production queue, and we prioritise production and shipping for them. Normal production times are on the production and delivery times page. There is no extra shipping charge on a reprint or a replacement under the promise.
Proof-approved error rule
Before you approve your digital proof, check every word, spelling, name, number and logo position. An error that you supplied and approved on that proof is not treated as a print fault. If the error appears on the final print, we reprint the order and share the reprint cost with you.
Related policies
FAQ
What is Paperlust Print Shop's return policy?
The Perfect Print Promise covers every product and every order. Tell us within 30 days of dispatch and choose between a free reprint, a different material, store credit, or a refund. Usually, a picture and a short note are enough.
Can I get a refund on custom printed items from Paperlust Print Shop, and do I need to send the items back?
Yes, a refund is an option for any order, including custom printed items. For a refund or store credit, the original items must be sent back first. We will send you the return address and what to do.
How long does a refund take?
We start the refund within 1 to 2 business days after the returned items are in transit back to us. Your card provider or bank usually takes 3 to 10 business days to show it. You get a confirmation email when the refund starts.
Who pays shipping on a reprint or a return?
You pay no extra shipping for a reprint or replacement under the Perfect Print Promise. When a refund is approved for a faulty print, we cover return postage. A refund or store credit does require the original items to be sent back before we issue the refund or code.
What happens if I approve a proof through Paperlust Print Shop that contains my own typo?
Before printing, we email a digital proof and you check everything on it. A mistake that was in the text you supplied and that you approved on the proof is not a print fault. We reprint the order and share the reprint cost with you.
What do I do if my Paperlust Print Shop order arrives damaged or with something missing?
Tell us within 30 days of dispatch and send a photo with a brief note. For damage, ask for a free reprint, or a refund. For something missing, contact printshop@paperlust.co or phone 1300 997 836 soon after it arrives.