Because all products are bespoke and printed to order, we do not accept returns for "change of mind" or customer errors. However, we take full responsibility for issues that occur due to a clear error on our part.
Issues Categorised as Production Errors
Any problems that occur because of a demonstrable error in our facility will be handled at our expense. These include:
Manufacturing Defects: Structural issues with a frame or produce that occurred during assembly.
Incorrect Items: Receiving a product or size different from what was ordered.
Transit Damage: Items that arrive broken or unusable due to courier handling.
Industry Tolerances & Discretion
When assessing a potential error, we account for standard industry tolerances. This means that slight variations, such as minor colour shifts between digital screens and physical ink, or millimetre-level differences in framing and trimming, are considered normal parts of the bespoke printing process and may not qualify for a replacement.
All reported issues are assessed at our discretion. We evaluate each case individually to determine if the product falls outside of acceptable quality standards.
How to Report a Problem
To ensure your request is processed efficiently, please do not email us directly for initial reports. Instead, follow these steps within our system:
Log in to your Papello dashboard.
Find the order in question from your order history.
Scroll down to the bottom of the order details page.
Click "Report Problem" to open the official reporting window.
Complete the form, ensuring you provide all required information, including clear, high-resolution photos of the issue (and the packaging if the item was damaged in transit).
Once submitted, our team will review the evidence and notify you of the outcome. If a replacement is approved, it will be added to our production queue.
How do I report a problem with an order?
Customer Remorse
As a business-to-business service, we do not offer refunds or replacements for customer remorse (e.g., the customer decided they no longer wanted the print). As the store owner, you are responsible for managing your own shop's return policy. If you choose to accept a return from your customer for a reason other than a production error, Papello will not be able to refund the original manufacturing costs.