Refunds and returns

Unopened goods can come back within thirty days of delivery. Faulty or wrong items are put right at our cost.

Under UK consumer law you have fourteen days after delivery to cancel an order made at a distance, and a further fourteen to send the goods back. We give a little more room than that: you may return any item within thirty days of the day it arrived, for any reason or none.

Condition and return postage

Packs of sleeves, tissue and wallets need to come back sealed in their original wrap, because once opened they cannot be sold to someone else as archival-clean stock. Boxes and the album may come back if they are unused and undamaged; a box that has been folded up can be returned flat. Please wrap returns as carefully as we wrapped them.

When you return something you simply did not want, the cost of posting it back is yours. We suggest a tracked service, since we can only refund what reaches us. Send returns to the address we give you by e-mail — write to [email protected] with your order details first so we know to expect the parcel.

How and when you are refunded

Money goes back to whichever card or account paid, inside five working days of the parcel arriving in York. The refund covers the price of the goods returned. If you return the whole order within the first fourteen days, the original standard postage is refunded as well, as the law provides. We will e-mail you on the day the refund is sent; your bank may take a few more days to show it.

Faulty or damaged items and exchanges

If something arrives faulty, damaged in transit or not what you ordered, tell us within thirty days with a photograph. We send a replacement or give a full refund including all postage, and we cover any return postage — in most cases you can keep or recycle the faulty item.

Exchanges are handled as a return and a new order: if you chose the A4 box and need foolscap, send back the unused box and order the right one, and we will dispatch the new one as soon as the first is on its way. If you ask before your order has left us, we simply change it.