Returns & Refunds

✨ Summary: You have 14 days from receipt to register a return through your account dashboard. Customers pay return postage (except for faulty/damaged items). Returns are processed within 5 working days, but refunds may take up to 5 further working days to show in your account depending on your bank. Refunds are always issued to the original payment method.

Returns Policy

At Paper Thistle, we want you to be happy with every purchase. While we hope you’ll love your books and products, we understand that sometimes things aren’t quite right. This policy explains how you can return items to us, what to expect, and how we’ll support you through the process.

How to Start a Return

  • Returns are accepted within 14 days of receipt of your order.

  • Before sending anything back, you must register your return with us.

  • You can do this easily by logging into your account dashboard and creating a return request.

  • Once approved, we’ll provide you with a returns address and any further instructions.

Condition of Returns

  • Items must be returned in their original condition (unused, unopened, and undamaged, unless faulty).

  • Please ensure items are packaged securely to prevent damage in transit.

Who Pays for Returns?

  • Customers are responsible for the cost of return postage.

  • We recommend using a tracked service to ensure your parcel reaches us safely, as we cannot be held responsible for items lost in transit.

  • Please note: original delivery costs are non-refundable.

Processing Your Return & Refunds

  • Once we receive your return, we will process it within 5 working days.

  • Refunds are always made via your original payment method (we cannot issue refunds to alternative accounts or payment methods).

  • Once processed, refunds may take up to an additional 5 working days to appear in your bank or card account, depending on your payment provider.

  • You will receive an email confirmation once your return has been completed.

Damaged or Faulty Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible (within 7 days of receipt).

  • Provide your order number and, if you can, photos of the issue.

  • In these cases, we will cover the return costs and arrange a replacement or refund.

Our Approach

We’re a small, independent business, and every order means a lot to us. We want you to feel supported and reassured, so if you’re unsure about whether an item qualifies for return, or you just need advice, please reach out to our friendly team. We’ll always do our best to find a fair and sympathetic solution.

Important Notes

  • Returns must be registered and approved before posting back — unregistered returns may not be accepted.

  • Refunds will not be given for items returned beyond the 14-day return window unless faulty or damaged.

  • Refunds are issued only to the original payment method used at checkout.

  • Book Points or promotional credits used on an order will be refunded as store credit.

  • Plus Membership: Subscription fees for Paper Thistle Plus are non-returnable and non-refundable, as outlined in our Plus Membership Terms. Benefits continue until the end of your current billing period.

Contact Us

If you have any questions, please contact us:

📧 hello@paperthistle.co.uk