Fair when it matters.

Draft — business details pending confirmation.

Cancelling before production

You can ask to cancel at any time before production starts — just email hello@onceonpaper.com with your order reference. We'll confirm what applies to your order. Cancelling before production never overrides any statutory rights you may have.

If we cannot approve your artwork for stitching, we can discuss a replacement. If it remains unapprovable, the full amount paid, including shipping, will be refunded. No unapproved changes are made to the artwork. The current preview has no checkout and takes no payment.

Change of mind on personalised pieces

Each piece is made to order from your own artwork. Where the law allows, genuinely personalised goods are excepted from the change-of-mind cancellation right that applies to standard online purchases. Where such an exception applies to your order, we will say so clearly before you commit, whether at checkout or in a separately agreed quote. This exception is narrow: it never affects your rights if something is wrong with the piece, and all of your mandatory consumer rights remain intact.

Defects, mistakes and problems in transit

If your piece is defective, doesn't match what we agreed, is the wrong item, arrives damaged, or never arrives at all, that is not a change-of-mind situation — your statutory rights apply in full. Depending on what the applicable law provides, that can include repair, replacement, a price reduction or a refund.

Please email hello@onceonpaper.com promptly with your order reference, a short description and, where useful, photos of the piece and its packaging. Getting in touch quickly helps us help you. We do not impose an additional short reporting deadline in this policy. Any notification requirements and limitation periods under applicable law remain unaffected.

Returns and refunds

If a return is needed, we will give you the return address and instructions with your return confirmation — please don't send anything back before then. Refunds are made by the original payment method where possible; the exact processing time depends on your payment provider.