Refund policy
ORDER CANCELLATIONS
Changed your mind? You can request to cancel your order within 15 minutes of placing it.
If your entire order is cancelled before dispatch, we'll refund the full amount paid, including the original delivery charge, to your original payment method.
Please note that the estimated refund displayed when requesting a cancellation may exclude delivery charges. These will be included when we process an eligible full-order cancellation.
30-DAY RETURNS
We want you to love your Satory stationery. If something isn't quite right, we're happy to help.
You have 30 days from the date your order is delivered to request a return.
For change-of-mind returns, items should be unused, in their original condition and, wherever possible, their original packaging. This does not affect your statutory rights, including your right to inspect items.
To request a return, either log onto your profile to request a return or email hello@satorystationery.com with your order number and the items you'd like to return.
We'll be in touch with the next steps.
Once you've notified us of your return, please send your items back within 14 days.
DAMAGED, FAULTY OR INCORRECT ITEMS
Every Satory product is carefully prepared, and we want it to reach you in perfect condition.
If your order arrives damaged, defective or different from what you ordered, please contact us at hello@satorystationery.com with your order number and, where possible, photographs of the issue.
We'll work with you to put things right, whether that's a replacement, repair or refund, as appropriate.
Your statutory rights under applicable consumer protection laws are not affected by this policy.
ITEMS WE CAN'T ACCEPT BACK
For returns outside your statutory rights, we cannot accept:
- Items that have been used, written on or damaged after delivery
- Gift cards
- Personalised or custom-made products, where applicable.
Sale items remain eligible for returns in accordance with your statutory rights and our 30-day returns policy.
EXCHANGES
Looking for something different?
The simplest way to exchange an item is to return your original purchase and place a new order for the product you'd prefer.
If you need help choosing, feel free to get in touch.
REFUNDS & STORE CREDIT
Once we've received and inspected your return, we'll confirm your refund.
Approved refunds will be issued to your original payment method. Where your statutory cancellation rights apply, we'll also refund the original standard delivery charge as required by law.
Refunds will be processed without undue delay and, for statutory cancellations, no later than 14 days after we receive your returned items or evidence that you've sent them back, whichever is earlier.
Your bank or payment provider may take additional time to process the refund.
If you'd prefer store credit instead, we're happy to arrange this with your agreement. Store credit will be issued as a discount code with no expiry date.
YOUR RIGHT TO CANCEL
If you're purchasing online as a consumer in the UK, you generally have the legal right to cancel your order within 14 days of receiving it, without giving a reason.
You then have a further 14 days to return the goods.
To exercise this right, email hello@satorystationery.com with your order details and a clear statement that you wish to cancel. You may also use a model cancellation form if you prefer.
You may inspect your items as you would in a shop. However, we may make a deduction from your refund if handling beyond what is necessary to inspect them has reduced their value.
Certain statutory exceptions may apply, including to personalised or custom-made goods.
Nothing in this policy limits your statutory consumer rights.
QUESTIONS?
We're always happy to help.
Email us at hello@satorystationery.com, and we'll get back to you as soon as we can.
With love,
Satory Stationery