退款政策

We offer a 30-day return policy, which means you have 30 days from receiving your order to request a return.

To be eligible for a return under our voluntary returns policy, items should be returned unused and in the same condition in which they were received, with any original packaging and tags where applicable. You’ll also need your order number or other proof of purchase.

To request a return, please contact us at contact@lanyupaper.com before sending anything back. If your return is eligible, we’ll provide instructions on how and where to send your parcel.

Please do not send items back without contacting us first, as we may be unable to identify or process the return.

For change-of-mind returns, customers are responsible for the cost of returning the item unless otherwise agreed. We recommend using a tracked postal service, as we cannot be responsible for items lost in transit.

You can contact us at contact@lanyupaper.com with any return questions.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty or incorrect.

Please include your order number and, where helpful, photographs of the item and packaging so we can review the issue.

Where an item is faulty, damaged on arrival or sent incorrectly, we’ll work with you to arrange an appropriate resolution in accordance with your statutory rights.

Exceptions / non-returnable items

Certain items may not be eligible for return, including personalised or made-to-order products and any other items that cannot legally or reasonably be returned.

Please contact us if you’re unsure whether your item is eligible.

Gift cards cannot be returned or exchanged for cash, except where required by law.

Your statutory rights are not affected.

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, please request a return for the original item and place a new order separately once your return has been approved.

UK and EU cancellation rights

If you are a consumer purchasing online, you may have statutory cancellation rights in addition to our 30-day returns policy.

For UK distance sales, customers generally have the right to notify us of cancellation within 14 days of receiving their goods and then have a further 14 days to return them. Similar statutory cooling-off rights may apply to customers in the European Union.

These statutory rights may be subject to certain exceptions, including personalised goods and other categories excluded by law.

Refunds

Once we receive your return, we’ll inspect it and let you know whether the refund has been approved.

Approved refunds will be issued to your original payment method. Processing times can vary depending on your bank or payment provider.

Where statutory cancellation rights apply, refunds will be made within the time required by applicable consumer law.

If you believe there is an issue with your refund, please contact us at contact@lanyupaper.com.