Every Paperlake book is made for one child, from your photo and what you tell us. Because of this, our policy works a little differently to a standard retail return.
Made to order
Each book is written and made for your order. Because a book made for one child cannot be resold, we do not offer refunds for change of mind. This is consistent with Australian Consumer Law provisions regarding custom goods.
Our remake promise
Not happy with it? Send us a photo and we’ll reprint it. No questions asked.
For example:
- A person in the book doesn’t look like their photo
- A mistake in a picture or in the words
- Printing faults (smudging, misalignment, colour problems)
- Binding or material faults, or missing pages
- Anything else that means the book isn’t right
How to ask for a remake
- Email us at hey@paperlake.com.au with your order number
- Send us a photo of the page or the problem
- We reprint your book and send it again at no cost
Remake timing
A remake follows the same timeline as an order: we make it in up to 3 days, then it takes up to 10 business days in the post.
Shipping Damage
If your book arrives damaged due to shipping (bent covers, water damage, crushed packaging), contact us with a photo of the damage. We’ll remake the book, or refund you if you’d rather.
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.
