Last updated: 3 February 2026
The Sites, Platform, Apps, and associated Services are operated by Inde Print LTD trading as Papello. The Company is registered in England and Wales under company number 13113612, with its registered office at Unit 2, Diamond Business Park, Stone, ST15 0SE, UK.
By using any of the Services provided by the Sites, Platform, or Apps, you agree to be bound by the terms and conditions laid out in this document, alongside the Terms of Use and Privacy Policy. Together, these govern your relationship with Papello. If you disagree with any part of these terms, you may not access the Sites, Platform, or Apps.
For further details on how our contracts are formed, please refer to Section 1 of the Terms of Use.
These terms and conditions govern the product fulfilment service offered via this Site and all orders placed by you for products. For more details on service use, refer to Sections 2 and 3 of the Terms of Use.
All orders placed by you through our Site will be subject to these terms and conditions.
All orders shall be deemed to be an offer by you to purchase the Products. We are under no obligation to accept your order (whether or not the order has been acknowledged).
We will provide you with an order number to acknowledge receipt of your order; this does not constitute our acceptance of your order. Once payment for the Products has been received, we will confirm that your order has been accepted.
Our acceptance of your order brings into existence a legally binding contract between us with respect to such order.
If there are any problems with your order, you will be contacted by a member of the customer services team.
Papello has made every reasonable effort to display on the Site as accurately as possible a description of the Products. However, some slight variations may occur from time to time in relation to the colours and the appearance of the images from the way they appear on-screen. Also, sizes and material specifications may slightly vary each time.
You must provide artwork in the correct dimensions and aspect ratio for the product size you have ordered. If artwork is not provided in the correct dimensions or aspect ratio, it may be cropped or adjusted to fit the product size you have selected.
We provide multiple tools and preview options within our platform to help you verify that your artwork fits the selected product before submitting your order. These tools allow you to preview how your design will appear on the product and check that dimensions and aspect ratios are correct. We strongly recommend using these tools to ensure your artwork is properly formatted before placing an order.
For posters and prints, we apply a 5% tolerance in size differences to help maintain the visual integrity of your artwork. This tolerance allows for minor adjustments to ensure your design displays optimally whilst fitting the ordered product dimensions. However, significant discrepancies may result in cropping or scaling that could affect the final appearance of your design.
In cases where artwork dimensions or positioning are not optimal for the selected product, we may, at our sole discretion, make manual adjustments to better position or scale your artwork on the product. Such adjustments are made to improve the final product appearance and ensure your design is displayed as intended. We will only make these adjustments when we determine it is necessary and beneficial to the final product quality.
Artwork must be provided in acceptable file formats (e.g., PNG, JPEG) with sufficient resolution for the intended product size. Low-resolution or improperly formatted files may result in poor print quality, for which we are not responsible.
As a print on demand service, all products are manufactured individually to order. Whilst we maintain high quality standards, you acknowledge and accept that slight variations may occur between orders and products, including:
These variations are normal and acceptable within industry-standard tolerances for print on demand production. Products exhibiting variations within these tolerances will not be considered defective and will not be eligible for refund or replacement.
We cannot guarantee exact colour matching between digital screens and physical printed products. Colours may appear different when printed on various materials and under different lighting conditions. We recommend ordering sample products if colour accuracy is critical to your requirements.
By uploading artwork, designs, images, text, or any other content ("User Content") to our platform and placing an order, you represent, warrant, and covenant that:
You agree not to upload, submit, or order products containing any User Content that:
Papello reserves the right, but is not obligated, to:
Papello is not responsible for reviewing or verifying the legality or ownership of User Content. The responsibility for ensuring all User Content is legal and properly licensed rests solely with you.
You agree to indemnify, defend, and hold harmless Papello, its parent company, subsidiaries, affiliates, officers, directors, employees, agents, licensors, and suppliers from and against all claims, losses, expenses, damages, and costs, including reasonable legal fees, arising out of or relating to:
This indemnification obligation will survive the termination of these terms and your use of our services. You agree to cooperate fully in the defence of any claim. Papello reserves the right to assume the exclusive defence and control of any matter subject to indemnification by you.
By submitting User Content to our platform, you grant Papello a non-exclusive, worldwide, royalty-free licence to use, reproduce, modify, and display the User Content solely for the purpose of fulfilling your orders and providing our services. This licence terminates when you delete the User Content from your account, except for any copies retained for legal or backup purposes.
Papello respects the intellectual property rights of others. If you believe that any content on our platform infringes your copyright, please contact us at help@papello.com with:
Artwork files must be provided in the following formats: PNG, JPEG, or JPG. We reserve the right to reject orders with files in unsupported formats or files that are corrupted, password-protected, or otherwise inaccessible.
To ensure optimal print quality, artwork must meet minimum resolution requirements:
We are not responsible for poor print quality resulting from low-resolution files, improperly formatted artwork, or files that do not meet our technical specifications. It is your responsibility to ensure your artwork meets all technical requirements before submitting an order.
All artwork should be provided in RGB colour mode. We automatically convert files to appropriate colour profiles for printing. Due to differences between screen display (RGB) and print output (CMYK), colours in the final printed product may vary from what appears on your screen.
We reserve the right to reject or cancel orders if:
In such cases, we will notify you and offer you the opportunity to submit corrected files or cancel your order for a full refund.
Papello works with multiple paper stock suppliers and manufacturing partners to fulfil orders. We may change suppliers or use different paper stocks and materials from time to time based on availability, quality, and operational requirements. All materials used meet our quality standards and industry specifications.
Products are manufactured within industry-standard tolerances. You acknowledge and accept that variations may occur between products and orders, including:
These variations are considered normal and acceptable within industry manufacturing tolerances for print on demand production. Products exhibiting variations within these tolerances will not be considered defective.
Whilst we make every effort to maintain consistent product specifications, we reserve the right to make changes to materials, construction methods, or product specifications without notice, provided that such changes maintain equivalent or better quality standards. Any significant changes that would materially affect the product will be communicated on our website.
The price for the Products that you order will be the price quoted on the Site at the date the order is received.
All prices on Papello are calculated with a base rate in Pound Sterling (GBP). You can change your currency settings in your account to view prices in your preferred currency. We support the following currencies: Australian Dollar (AUD), Brazilian Real (BRL), British Pound (GBP), Canadian Dollar (CAD), Danish Krone (DKK), Euro (EUR), Hong Kong Dollar (HKD), Indian Rupee (INR), Japanese Yen (JPY), Malaysian Ringgit (MYR), Mexican Peso (MXN), New Zealand Dollar (NZD), Norwegian Krone (NOK), Singapore Dollar (SGD), South African Rand (ZAR), South Korean Won (KRW), Swedish Krona (SEK), Swiss Franc (CHF), Thai Baht (THB), UAE Dirham (AED), and US Dollar (USD).
Currency conversion rates are checked and updated daily to ensure accuracy. However, exchange rates fluctuate constantly, and displayed rates are approximate. The final amount charged to your payment method will be based on the exchange rate at the time of transaction processing.
Whilst we display prices in multiple currencies for your convenience, all payments are processed in Pound Sterling (GBP). If you use a payment card denominated in a currency other than GBP, your card issuer or payment provider may apply their own conversion rate and may charge additional foreign transaction fees.
If you are purchasing Products from within the European Union, including the United Kingdom, prices include VAT and any other applicable taxes. If you are purchasing Products from any other country, including the USA, you will be responsible for paying any applicable sales, use, excise, value-added, consumption, and other such taxes (at the then-current rate).
Delivery costs are dynamically calculated at checkout and are based on several factors including the products in your basket, total weight, package size, and delivery destination. The applicable delivery cost will be clearly displayed during the checkout process before you complete your order.
Payments must be made by credit or debit card. You are required to add a payment method to your Papello account before placing orders. All credit and debit card details are stored securely via Stripe, our payment processing partner. Papello does not store your full card details on our servers.
By adding a payment method to your account, you: (a) represent and warrant that your use of the card is authorised and that all information you submit is true and accurate; and (b) authorise us to charge the payment method you have added for all amounts payable for Products you order, including orders placed manually and orders generated through automations.
When you submit an order through the Papello platform, your saved payment method will be charged automatically. This applies to both manual orders and automated orders.
If you have set up automations (such as marketplace integrations with Etsy, Shopify, WooCommerce, or other platforms), when a listing sells on your connected marketplace, it will trigger a webhook to Papello. The automation will process the order, and your saved payment method will be charged automatically for the production and fulfilment costs.
You are solely responsible for:
You can add an order delay in your account settings to review orders before they are processed. This allows you to check orders and release them manually or after a time delay. You can disable automations at any time through your account dashboard. It is your responsibility to manage these settings.
When creating marketplace listings through Papello, we may display profit calculations to help you price your products. Please note that these profit calculations may not include:
You should consider all applicable fees when setting your retail prices. It is your responsibility to calculate your actual profit margins and ensure your pricing covers all costs associated with selling on your chosen marketplace.
You may be subject to validation checks and/or third-party authorisations depending on your method of payment. We reserve the right to decline or cancel orders if payment validation fails or if we suspect fraudulent activity.
Papello operates as a print on demand service. Once your order is placed and payment is confirmed, we will manufacture your products and arrange delivery through third-party courier services. We do not handle delivery directly - all shipments are delivered by independent courier companies.
Our typical production lead time for most orders is 1-3 business days (Monday to Friday, excluding bank holidays and weekends). This lead time may vary depending on:
Delivery timeframes are in addition to production lead times and depend on the shipping method selected and the destination. Estimated delivery times are provided at checkout and are estimates only.
If we cannot manufacture and dispatch your products within 30 days of your order, we will notify you, and you will be entitled to cancel your order for a full refund.
Papello is not responsible for any delays in delivery caused by third-party courier services, including but not limited to delays resulting from:
In no event shall we be liable to pay for any damages, penalty, or compensation for any delay in delivery of the products however caused, except where required by law.
You can select your preferred shipping method during checkout. Different shipping methods offer different delivery speeds and service levels. Some shipping methods include signature requirements upon delivery, whilst others do not.
If you select a shipping method that requires a signature, the courier will require someone to be present to sign for the delivery. If you select a shipping method without signature requirements, the courier may leave the package in a safe location or with a neighbour according to their standard delivery procedures.
You should keep your delivery note and packaging materials. You are required to notify customer services at help@papello.com or submit a report through your dashboard at dash.papello.com within 14 days if any products are missing or damaged on delivery.
Risk in the Products shall pass to you once they have been delivered to the delivery address stipulated in your order, and we will not be liable for their loss, damage, or destruction after delivery has taken place.
It is your responsibility to ascertain and obey all applicable local, state, federal, and international laws (including minimum age requirements) regarding the possession, use, and sale of any Products purchased from this Site. By placing an order, you represent that the Products ordered will be used only in a lawful manner.
For international orders (orders shipped outside the United Kingdom), you are responsible for all customs duties, import taxes, tariffs, and any other charges imposed by the destination country's customs authorities. These charges are determined by the destination country and are beyond our control.
In some countries, Papello may collect estimated tariffs and duties at the time of checkout. When applicable, these charges will be clearly displayed during the quote and checkout process as "Duties/Tariffs" and will be included in your order total.
Any tariffs or duties collected by Papello are passed directly to the shipping carrier for remittance to the appropriate customs authorities. Papello acts solely as a collection agent in this process.
Shipping carriers may charge an additional handling fee for processing customs documentation, calculating tariffs, and clearing packages through customs. These carrier fees are separate from the actual duties and taxes.
Papello may charge a small administrative fee to cover the costs associated with tariff calculation, customs documentation preparation, and handling. This fee, along with any carrier handling fees and the estimated duties/tariffs, will be displayed as "Duties/Tariffs" in your order total and is visible during quote generation and checkout.
Any additional sales taxes, state taxes, value-added taxes (VAT), goods and services taxes (GST), or other taxes that may be payable by the recipient upon delivery or importation are not the responsibility of Papello and are not included in the "Duties/Tariffs" amount collected at checkout.
The recipient may be required to pay additional charges directly to the shipping carrier or customs authorities before or upon delivery of the package. Papello has no control over these additional charges and cannot predict when they may apply.
If a shipment is refused by the recipient due to customs charges or import duties, or if it is returned to us because customs charges were not paid, you will be responsible for all original shipping costs, return shipping costs, and any duties or tariffs incurred. Any refund issued will be reduced by these costs.
We strongly recommend that you research the customs and import regulations of the destination country before placing an international order, and ensure that the recipient is aware of and prepared to pay any additional charges that may be levied by customs authorities or shipping carriers.
Papello will provide accurate customs declarations and product information as required by international shipping regulations. We cannot mark shipments as "gifts" or undervalue products to avoid customs charges, as this would be fraudulent and illegal under customs laws.
Bespoke Orders: All Products are tailored to your unique specifications ("Bespoke Orders"). By confirming your order, you expressly agree that the order is non-refundable and cannot be modified once production has commenced.
Amendment or Cancellation of Bespoke Orders: You may amend or cancel your Bespoke Order prior to its submission to Papello for production. Once submitted, changes may be possible but subject to additional costs.
Cancellation of Non-Bespoke Orders: For non-bespoke orders, you have the right to cancel within 14 days after delivery, in accordance with the Consumer Contracts Regulations.
We reserve the right to cancel any order (or part of an order) for reasons including, but not limited to, unavailability of Products or errors in pricing.
You will be notified of the cancellation and issued a refund for any payments made.
All Products will be free from material defects and of satisfactory quality.
If any Products are defective or incorrect on delivery, notify us within 14 days at help@papello.com or by submitting a report through your dashboard at dash.papello.com.
Where a refund is due under these terms, we will process the refund within 5-10 working days of approving your refund request. Refunds will be issued to the original payment method used for the order.
Please note that whilst we process refunds within 5-10 working days, it may take additional time for the refund to appear in your account depending on your payment provider's processing times. This is beyond our control.
Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation in the United Kingdom or your country of residence.
Under the Consumer Rights Act 2015, you have legal rights in relation to products that are faulty or not as described. These rights include:
These statutory rights are in addition to any warranties or guarantees we provide, and nothing in these terms will reduce your statutory rights.
Please note that as our products are made to your individual specifications (bespoke products), your Consumer Rights Act 2015 right to cancel within 14 days does not apply once production has commenced. This is a specific exception under the Consumer Contracts Regulations for goods made to consumer specifications.
However, your rights regarding faulty or misdescribed goods remain unaffected, and you can still return products that are defective, damaged, or not as described.
To exercise your statutory rights, please contact us at help@papello.com or submit a report through your dashboard at dash.papello.com within a reasonable time of discovering the issue. We recommend reporting issues within 14 days of delivery to ensure prompt resolution.
For more information about your consumer rights, please visit the Citizens Advice website at www.citizensadvice.org.uk or contact the Citizens Advice consumer helpline on 0808 223 1133.
All reports of damaged or lost parcels must be submitted through your account dashboard at dash.papello.com within 14 days of the expected delivery date or actual delivery date (for damaged items). Reports submitted via email or other channels may not be processed.
When reporting damaged items, you must provide the following information through the dashboard reporting system:
Photographs must clearly show the extent of the damage and the condition of the packaging. This information is required for us to process your claim and determine whether to replace or refund your order.
When reporting lost items, you must provide the following information through the dashboard reporting system:
For items marked as delivered by the shipping carrier, we are unable to provide refunds or replacements as delivery has been confirmed. You may place a new (paid) order if you wish to send a replacement to your customer.
When reporting print quality issues, you must provide the following information through the dashboard reporting system:
For any other issues not covered above, you must provide:
Failure to provide all required information may result in delays to your claim or rejection of your report. We may request additional information or photographs if the initial submission is insufficient to process your claim. Reports that do not include all required information may be rejected without further review.
Papello reserves the right, at our sole discretion, to determine whether to refund, replace, or reject any issue report. We may reject reports if:
Our decision on all issue reports is final. We will communicate our decision via your registered email. If your claim is approved, we will process either a refund or replacement according to your preference and our assessment of the situation.
For orders reported as lost, we may need to verify the status with the shipping provider before approving a refund or replacement. This process may take additional time. We will only consider an order lost if it meets all the criteria outlined in section 10.3 and the shipping carrier confirms the item has not been delivered.
Nothing in these terms excludes or limits our liability for:
Subject to section 11.1, Papello shall not be liable for any indirect, special, incidental, punitive, or consequential losses or damages of any kind, including but not limited to:
This exclusion applies even if we have been advised of the possibility of such losses or damages.
Subject to section 11.1, our maximum aggregate liability to you for any and all claims arising out of or related to your order, these terms, or the products, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total price paid by you for the specific products giving rise to the claim.
Papello shall not be liable for any claims, losses, damages, costs, or expenses arising from or related to:
You acknowledge that you are solely responsible for all User Content and agree to indemnify us as set out in section 4A.4.
Papello shall not be liable for any acts, omissions, errors, delays, or failures of third-party service providers, including but not limited to:
Any claims relating to third-party services must be pursued directly with the relevant third-party provider.
Once products have been delivered to the address specified in your order and delivery has been confirmed by the shipping carrier, all risk of loss or damage to the products passes to you. Papello shall not be liable for any loss, theft, damage, or destruction of products after confirmed delivery.
Papello shall not be liable for colour variations between digital displays and printed products, or for minor print variations that fall within industry-standard manufacturing tolerances as described in sections 4.2 and 4C.
If you are using our services for business purposes (including reselling our products), the limitations and exclusions in this section 11 shall apply to the fullest extent permitted by law.
Papello retains all intellectual property rights in and to the Products, Site, and Services. You may only use the Products for personal use and not for commercial resale.
You agree not to breach or attempt to breach the security of this Site or the Services. Breaches may result in legal consequences.
You are responsible for maintaining accurate registration data and for safeguarding your account credentials.
Papello reserves the right to suspend or terminate your account and refuse to provide services to you at any time, with or without notice, for any reason, including but not limited to:
Upon suspension or termination of your account:
If your account is suspended, you may contact us at help@papello.com to request reinstatement. We will review your request and may reinstate your account at our sole discretion. There is no guarantee that a suspended or terminated account will be reinstated.
If your account was terminated due to intellectual property violations, fraud, or serious breaches of these terms, reinstatement will generally not be granted.
You may request to delete your account at any time by contacting us at help@papello.com or through your account dashboard settings. Upon receiving your request, we will:
Please note that account deletion is permanent and cannot be undone. You will lose access to all order history, saved designs, and account information. If you wish to use our services in the future, you will need to create a new account.
If you have pending orders at the time of account suspension, termination, or deletion:
Papello shall not be liable to you or any third party for any suspension, termination, or deletion of your account, except as expressly required by law. We shall not be liable for any loss of data, User Content, order history, or other information resulting from account suspension, termination, or deletion.
Papello is not responsible for offensive content posted by users. If you encounter any offensive content, please notify us at help@papello.com.
Papello is not responsible for third-party content, links, or services provided through the Site.
All notices should be directed to Papello via email at help@papello.com.
We shall not be liable for any delay or failure to deliver Products caused by events beyond our control, including but not limited to acts of God, terrorism, or industrial actions.
If any term is found invalid by a court, the remaining terms will remain in full force.
Your use of the Site is subject to our Privacy Policy, which explains how we collect, store, and use your data.
No third party shall have any rights under these terms except as expressly provided for by law.
These terms, together with our Privacy Policy and Site terms, form the entire agreement between you and Papello.
These terms are governed by English law, and any disputes will be resolved in English courts.
You consent to receive all notices electronically.
Papello's Site and Services are primarily intended for UK residents. Those accessing from outside the UK do so at their own risk and must comply with local laws.
