Refund policy

We have a 5-day return policy, which means you have 5 days after receiving your item to request a return. Returned item must be received within 14 business days.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Returns are not accepted for custom, personalized, and/or sale items. You will also need the order number, a receipt, or proof of purchase for items received as gifts. 

To start a return, log in to your account.

Account log in instructions:

  1. In the "Email" field, enter your email address, and then click "Continue".
  2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  3. Go back to the online store, and then enter a six-digit verification code.

Return request instructions:

  1. Click "Request return" for the order that you want to submit the return for.
  2. If your order has more than one item, then select the items that you want to return.
  3. Select a return reason and add a note for the store.
  4. Click "Request return".

If your return request is approved, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Your refund will  be processed when the returned item has been received. Items returned without first requesting a return will not be accepted or refunded. 

You can always contact us for return assistance at info@trixieandjaxpaperco.com.

Damages and issues
Please inspect your order upon reception and contact us immediately at info@trixieandjaxpaperco.com if an item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please do not dispose of defective, damaged or wrong items before your issue is resolved. Some damaged items must be returned before refund can be processed.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded, the amount paid minus shipping fees, on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refunds for eligible gift returns will be refunded to the original payment method as described above or with a store credit.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@trixieandjaxpaperco.com.