Returns & Remakes

Every Paper Lake book is a one-of-a-kind custom product, created from scratch for one child. Because of this, our policy works a little differently to a standard retail return.

Custom Products

Each book is written and illustrated specifically for your order. No two books are the same. Because custom-made products cannot be resold, we do not offer refunds for change of mind. This is consistent with Australian Consumer Law provisions regarding custom goods.

Our Quality Guarantee

Not happy? We’ll remake it.

We stand behind the quality of every book we make. If there is an issue with your order, we will remake your book at no cost. This includes:

• The illustrated character does not match the child’s photo
• Art errors or visual defects in the illustrations
• Printing defects (smudging, misalignment, colour issues)
• Binding or material defects
• Missing or incorrect pages
• Any other quality issue that means the book isn’t right

How to Request a Remake

1. Email us at hey@paperlake.com.au with your order number
2. Tell us what the issue is — a photo of the problem helps but isn’t required
3. We’ll review your request and get back to you within 1-2 business days
4. If approved, we’ll remake and reship your book at no cost

Remake Turnaround

Remakes follow the same production timeline as original orders: 5-6 business days including production and shipping across Australia.

Shipping Damage

If your book arrives damaged due to shipping (bent covers, water damage, crushed packaging), contact us with a photo of the damage. At our discretion, we will either remake the book or issue a refund.

Australian Consumer Law

Nothing in this policy excludes or limits any rights you have under the Australian Consumer Law. If a product has a major failure, you are entitled to the remedies available under the law.

Contact

For any questions about remakes or returns, email us at hey@paperlake.com.au.