Refund Policy

Refunds & Exchanges must be requested within 14 days of delivery and items must be sent back within 21 days of delivery. 

To be eligible for a refund or exchange, your item must be unused and in perfect condition. The item must be in the original packaging and proof of purchase/receipt must also be provided. 

Unfortunately, items that I can't accept refunds or exchanges on are;

  • Personalised or custom orders
  • Used items (Prints that have been opened or where the sticker on the back is no longer intact, will not be accepted)
  • Earrings, if they have been worn
  • Sale or discounted items

The customer is responsible for the cost of shipping the returned item and must return the item in its original postal packaging where possible. If original postal packaging cannot be used, suitable packaging should be used to ensure the item is sent back safely. Any damage incurred due to poorly packaged returned items may impact your refund being accepted. 

Once the item has been returned, inspected and deemed in a suitable condition, a refund will be issued. Refunds will be processed within 3 working days. 

If a refund is issued, the amount refunded will be the price paid for the item minus the original cost of shipping (if applicable.) 

Exchanges: Exchanges are accepted where possible and depending on the availability of the item in question. Get in touch and I can provide further support

To start the refund or exchange process, please contact us via email at kym@kilopapastudio.com or fill out the contact form at the bottom of this page and we will provide you with the return address. 

  

Cancellations: If you wish to cancel your order, it must be requested within 8 hours of purchase

 

Damages / Issues:  We package and inspect everything with care before it leaves the studio to ensure it arrives with you in perfect condition. However mistakes can be made and damage can occur in transit. In the instance that an item arrives damaged or an incorrect item has been sent, please contact us immediately and we will look to sort that out as quickly as possible. We may ask you to provide photographs for our records.

In the instance of the wrong item being sent, all postage costs will be covered by the studio. 

 

Please note that once your refund has been accepted it will then be processed within 3 working days. Once issued, funds can take up to a further 10 working days to arrive back in your bank account. 

For any further queries regarding any of the above, please contact us via email at kym@kilopapastudio.com or fill out the contact form below.

Contact form

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