Refund policy
Return & Refund Policy
Last updated: August 14, 2026
At Papernostalgy, we create made-to-order art prints, framed photographs and merchandise through our production partner, Gelato. Because our products are produced specifically after an order is placed, we generally do not accept returns or exchanges for change of mind, incorrect choice of size, colour, frame, design or other customer preferences.
Damaged, defective or incorrect items
We want every order to arrive in excellent condition. If your order arrives damaged, defective, incorrectly produced, or with missing or incorrect items, please contact us at papernostalgy@gmail.com within 30 days of receiving your order.
Please include:
• Your order number
• A description of the problem
• Clear photographs of the product and packaging
• Any other information that may help us investigate the issue
We will review the issue with our production partner. If the claim is confirmed, we will arrange an appropriate solution, which may include a replacement at no additional cost or a refund where a replacement is not feasible.
Lost orders
If your order appears to have been lost in transit, please contact us within 30 days of the estimated delivery date. We will investigate the shipment and, where appropriate, arrange a replacement or other suitable resolution.
Orders returned to sender
If a package is returned to the sender, please contact us. Depending on the circumstances, a new order may need to be placed and additional shipping costs may apply.
Change of mind and personalised products
Because our products are made to order, we generally cannot accept returns simply because you have changed your mind or no longer want the product.
Where applicable, mandatory consumer rights under the laws of your country remain unaffected. In particular, where applicable law provides an exception for goods made to order or clearly personalised, the statutory right of withdrawal may not apply.
Refunds
If a refund is approved, it will normally be issued to the original payment method. Processing times may vary depending on your payment provider.
For any questions regarding returns, refunds or order issues, please contact:
Papernostalgy
Email: papernostalgy@gmail.com
Address: Rua Mato da Mina 33, Sintra, Lisbon, 2710-692, Portugal