Refund, Return & Exchange Policy

Hi friend! 💛 We want your Paige Poutine order to make you smile. If something arrives damaged, incorrect, or not quite right, here’s the straightforward scoop.

Because Paige Poutine sells different types of products, return and refund options depend on what you ordered.

Quick Overview

Stationery Returns

Stationery items like stickers, prints, cards, and paper goods may be returned within 14 days of delivery if they are:

• unused
• undamaged
• in original condition

To start a return, email hello@paigepoutine.com with your order number.

Buyers are responsible for return shipping unless the item arrived damaged or incorrect. Original shipping costs are not refundable unless there was an issue with the order.

Returned items must be mailed back within 30 days of delivery. Tracked return shipping is strongly recommended, because mystery mail is not the fun kind of mystery.

Made-to-Order Items & Apparel

Some non-stationery items, like apparel, are made-to-order through a trusted production partner.

Because these items are created just for you after checkout, they cannot be returned or exchanged for:

• size or fit issues
• colour preference
• change of mind
• ordering the wrong item or size

Please check the size chart and product details before ordering. Future you deserves peace.

If your made-to-order item arrives damaged, defective, misprinted, or incorrect, please email hello@paigepoutine.com within 30 days of delivery and we’ll help make it right.

Digital Products

Digital products are final sale due to their instant-access nature.

That said, we still want you to be happy. If you have trouble downloading your file, accessing your purchase, or something doesn’t look right, email hello@paigepoutine.com and we’ll help sort it out.

Damaged, Defective, Incorrect, or Missing Items

If something arrives damaged, defective, incorrect, or missing, please email hello@paigepoutine.com with:

• your order number
• a clear photo of the issue
• a photo of the packaging, if relevant

For stationery items, please contact us within 7 days of delivery.

For made-to-order apparel or production-partner items, please contact us within 30 days of delivery.

If something went wrong, we’ll review the issue and help with a replacement, refund, or other solution.

How Refunds Work

Approved refunds are sent back to your original payment method.

Once a refund is processed, it may take 5–10 business days to appear on your statement, depending on your bank or payment provider. Banks do enjoy taking their sweet little time.

If you haven’t seen your refund after 10 business days, email hello@paigepoutine.com and we’ll help check on it.

Cancellations

For stationery items, cancellations may be possible if the order has not shipped yet.

For made-to-order non-stationery items, cancellations may only be possible before production begins.

For digital products, cancellations are not available once the file has been delivered or accessed.

If you need to cancel or change an order, email hello@paigepoutine.com as soon as possible. We’ll do our best to help if the order has not already moved forward.

Pre-Orders

Pre-orders are paid in full at checkout.

Estimated shipping dates will be listed on the product page, but delays can sometimes happen because production and shipping timelines are occasionally dramatic.

If you order pre-order items together with in-stock items, your full order may ship once everything is ready. If you want in-stock items sooner, please place a separate order.

Pre-orders may be cancelled within 24 hours of purchase. After that, they are considered locked in unless the item arrives damaged, defective, or incorrect.

Incorrect Shipping Address

Please double-check your shipping address before placing your order. Autocorrect is not your friend.

If you entered the wrong address, email hello@paigepoutine.com as soon as possible.

If your order has not shipped or entered production yet, we may be able to update the address.

If your order has already shipped or gone into production, we may not be able to change the address.

If an order is returned because of an incorrect or incomplete address, the buyer is responsible for any reshipping fees.

Lost or Delayed Packages

Once an order is handed to the carrier, delivery timing is outside our direct control. We’ll still help wherever we can, because “lost in the mail” is not the vibe.

If your package is past the estimated delivery window, email hello@paigepoutine.com with your order number and we’ll help look into it.

For untracked standard mail, we may need to allow extra time before replacing or refunding, since postal delays do happen.

Customs, Duties & Import Fees

Paige Poutine ships worldwide, where shipping is available.

We do our best to ship orders in a way that avoids surprise fees whenever possible, including prepaid duties and taxes where available.

Most customers should not see extra fees, but customs processing, border delays, and any government-imposed import charges are outside our control.

If something looks weird or you’re asked to pay an unexpected fee, please contact us before refusing the package so we can help check what’s going on.

No-Refund Situations

Refunds are not available for:

• digital products after delivery or access
• made-to-order apparel due to size, fit, colour preference, or change of mind
• items returned used, damaged, or not in original condition, unless they arrived defective
• orders with incorrect addresses provided at checkout once shipped or in production
• requests made outside the applicable issue window
• pre-orders cancelled after the 24-hour cancellation window

Need Help?

Email hello@paigepoutine.com with your order number if you have one.

We’re happy to help with order questions, product concerns, shipping issues, or anything that has entered “wait, what?” territory.