If you are not completely happy with your online purchase you can return it, within 30 days of receipt. Provided you comply with the terms below you will be refunded the price of the goods.

If the product is faulty (meaning it is not of satisfactory quality, not fit for purpose, or not as described), again you can return it within 30 days (longer periods may in some circumstances apply under the Consumer Rights Act 2015), and you will be refunded the price paid, and the cost of packaging and postage for returning the product (please see below) to your original method of payment.

Other than in the case of faulty products, we will only accept the return of unopened/ unused products.

How to return the item/s


1. Package your return.

All individual items (other than those which are faulty) must be in a saleable condition and returned in their original protective packaging with the barcode(s) and/or tags intact, while the outer packaging can be of your choice (i.e. box, envelope, etc.). Please note, with the exception of faulty merchandise, return of products that have been opened or used will not be accepted.

2. Include printed and completed return slip.

A returns slip will need to be printed, completed and included in your return package to enable your return to be processed. Remember to include your order number and your details, the goods you are returning and the reason through the 'reason for return' code. The returns slip can be viewed, downloaded and printed HERE

3. Add address and return.

(please note this is not a prepaid address)

4. Post it!

Please make sure you return items through a traceable service for your safety. The parcel is your responsibility until it reaches ThePaperNelly, so it is strongly recommended you obtain a proof of postage, as without this further assistance will be unavailable. Please note that you will be responsible for the costs of returning the items unless faulty.

When returning your purchase please allow 28 days from the day the parcel is posted for your refund to be processed or your replacement to be despatched. You will receive an email to let you know when your refund or your replacement order has been processed. Refunds will be processed within 7 days of receiving your parcel. It may take up to 7 days for the refund to show in your account.

Goods purchased on other websites, or suppliers, must be returned to the website they have been purchased from. They cannot be returned to ThePaperNelly.

If you experience any difficulties with the online returns process please get in touch. Your UK statutory rights are not affected by our returns policy.


Returns cannot be accepted on personalised products unless the item is faulty. If a personalised item is faulty, the normal Returns policy applies and it can be returned within 30 days of receipt (longer periods may in some circumstances apply under the Consumer Rights Act 2015). We will refund the price paid and the basic delivery charge as well as the cost of packaging and postage for returning the product.

If you need to return a faulty personalised product, please just click here to contact our Customer Service Team and explain to them the fault.


If we have sent a product in error or it is faulty, you will be refunded the postage and packaging charges you have paid to receive and return that product, unless it was sent to you with other products which you are not returning.

In order to refund the postage and packaging charges you have paid, please ensure you enclose a copy of your receipt detailing the charges. Failure to do so means you will only be refunded the value of the item/s that have been returned.


When a postal carrier returns an undeliverable package to ThePaperNelly you will be issue a full refund (excluding delivery charges).

We are unable to re-send packages that are returned to us as undeliverable. If you would still like to purchase those products, you're welcome to place a new order. A package may be 'undeliverable' because the address provided was incorrect or, following a failed delivery attempt, it has not been collected from the local collection office and has subsequently been returned to sender.



Please note that alongside your rights above, by law, customers in the European Union also have the right to withdraw from the purchase of an item within fourteen working days of the day after the date the item is delivered.

To cancel your purchase within the fourteen-working-day cooling-off period, the above procedures should be followed. Please note that you will be responsible for the costs of returning the items unless the item was delivered to you in error, or if the item is faulty.

For more information on your right to withdraw from your purchase within the fourteen working day cooling-off period, visit the Department of Trade and Industry's website.