Refund policy

At Telapapel, every journal is carefully handcrafted and inspected before it leaves our studio. Because many of our products are handmade, personalized, or made to order, we encourage customers to review product details and customization requests carefully before placing an order.

Damaged, Defective, or Incorrect Orders

Please inspect your order upon arrival.

We pack all our journals with love and care, so the occurrence of transit damage or faulty items is very rare, but should it occur and your item arrives damaged, defective, or if you received the wrong item, please contact us within 48 hours of receiving your order at hello@telapapel.com and include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

Once reviewed, we'll work with you to find the best solution, which may include a replacement, repair, store credit, or refund depending on the situation.

If the issue is determined to be the result of our error, Telapapel will cover any applicable replacement and shipping costs.

To return faulty or damaged goods: 

  1. The item/items must be returned within 15 days of receipt. 
  2. The product(s) must be new, i.e. unused, undamaged, unsoiled, and in their original packaging and/or tags attached. 
  3. All shipping costs for returns and deliveries of exchanges (excluding faulty goods) will be at the customer's expense. Telapapel can not be held responsible for any products lost/damaged in transit.

Personalized & Bespoke Orders

Due to the custom nature of personalized journals, bespoke commissions, restoration projects, and made-to-order items, these purchases are non-refundable and non-returnable once production has begun.

However, if there is an error on our part, please contact us and we'll do our best to make things right.

Change of Mind

We do not accept returns, exchanges, or refunds for:

  • Change of mind
  • Incorrect orders placed by the customer
  • Minor variations in fabric placement, stitching, or handmade details
  • Natural characteristics of handmade products

As each journal is handcrafted, slight variations may occur and are considered part of the unique character of the piece.

Return Shipping

If a return is approved due to customer preference or circumstances unrelated to an error by Telapapel, the customer will be responsible for all return shipping costs.

If the return is due to an error on our part, Telapapel will cover the necessary return or replacement shipping expenses.

Questions

If you have any questions about your order, please don't hesitate to reach out to us at hello@telapapel.com.

We're always happy to help.