Physical Products

We make every effort to ensure that all orders arrive in good condition. However, if an issue occurs, the following terms apply for returns or replacements of physical products:

We accept replacements or refunds only under the following conditions:

  • The product arrives severely damaged

  • The product has a manufacturing defect

  • The wrong product was sent

  • Claims must be submitted within 3 calendar days after the package is received.

  • Customers must provide an unedited, continuous unboxing video from start to finish with clear lighting, showing the condition of the product and packaging when first opened.

  • Products must be unused, complete, and returned in the same condition as received.

  • Once the claim is verified, customers may choose a replacement or a refund depending on the evaluation.

  • Reshipping fees may be covered by the store or the customer, depending on the cause of the issue (e.g., if the error is on our side → the store covers the cost).

Digital Products

  • Digital products are non-physical and can be downloaded once payment is confirmed.

  • All digital product purchases are final and non-refundable.

  • If the received file is damaged, corrupted, or cannot be opened, the customer may contact us to receive a replacement file by providing:

    • proof that the file is corrupted or cannot be opened, and

    • proof of purchase (e.g., invoice or order number).

  • Digital products are for personal use only.

  • Redistribution, duplication, or reselling of digital files in any form is strictly prohibited without written permission from Paper & Peel.

  • Violations, including unauthorized distribution or commercial use, may result in liability for damages and compensation according to applicable regulations, and may be reported as copyright infringement if necessary.

Incorrect Address, Unclaimed Packages & Lost Packages 

  • Customers are responsible for ensuring their shipping address, phone number, and other information are accurate and complete at checkout.

  • If the package fails to be delivered due to incomplete, incorrect, or unreachable address information, the failure is the customer’s responsibility.

  • If a package is returned to us because it was not collected from the courier office or delivery attempts failed, customers may request reshipment by covering the additional shipping cost.

  • Refunds cannot be issued for packages that fail to be delivered due to customer-provided incorrect information.

Lost Packages During Shipping

  • If a package is lost or becomes untrackable during shipping, customers must contact us immediately and provide complete order details.

  • Paper & Peel will assist in following up with the courier for investigation or claims.

  • The investigation and resolution process follow the courier’s policies, including the duration and procedures involved.

  • We will provide updates to the customer based on official information from the courier throughout the investigation.

Contact for Claims

For refund requests, replacements, or assistance related to orders, customers may contact us through:

  • Email: hi.paperandpeel@gmail.com

  • Instagram: @paperandpeel (optional, if you choose to include it)

  • To speed up the process, please include:

    • Order Number

    • Full Name

    • Proof of Payment (if needed)

    • Unboxing video or other supporting evidence as required for the case

    We aim to respond within 1–3 business days.