Terms & conditions
1. Terms & conditions introduction
1.1 We operate the website www.papier.com (the "Website"). We are Papier Limited, a company registered in the United Kingdom under company number 09534860 and with our registered address at C/O Withers LLP, 20 Old Bailey, London EC4M 7AN, UK. Our VAT number is 215 9955 77 ("we", "our", "us" or "Papier").
1.2 If you are a consumer then references in these terms and conditions (the "Terms") to "you" are to the individual using our website and purchasing the products detailed on our website ("Products") for private and non-commercial purposes.
1.3 These Terms (together with our Privacy Policy) tell you information about us and the legal terms and conditions on which we sell the Products to you. The Terms, Privacy Policy and Terms of Website Use are together the "Agreement".
1.4 By registering with Papier and ordering a Product through this Website, you accept that you are entering into a contract with us under these Terms. People who register with Papier establish an "Account", and become "Users". Visitors to Papier who do not register with Papier, but who nevertheless use the Site affirm that they are bound by these Terms each time they access Papier.
1.5 If you do not agree to these Terms, you must not use this Website.
1.6 Please note, we reserve the right to amend these Terms from time to time.
2. Placing an order
2.1 A contract for the purchase of a product is created as follows:
2.1.1 To place an order, a visitor must become a User by creating an account, as outlined in Section 1.4;
2.1.2 The User places the order on the Site by pressing the order confirmation button at the end of the checkout process. The customised product contained in the order is a "personalised product";
2.1.3 By confirming your order, you are agreeing to purchase the “personalised product” you have selected for your order;
2.1.4 At this point, we take payment for your order by means of your nominated payment method;
2.1.5 We will confirm our acceptance of your order by sending you an “order confirmation email”, which will make the agreement legally binding on you and us. Each order placed will incorporate the Terms and shall be a new and separate contract between you and us;
2.1.6 Once your Order has been despatched for delivery, you will receive a “despatch confirmation email”.
2.2 If your order is rejected we will contact you to confirm this and you will be refunded for your Order. We may reject an order for any of the following reasons:
2.2.1 If we do not have your chosen product in stock;
2.2.2 Where we cannot obtain authorisation for your payment;
2.2.3 If there has been a relevant pricing or product description error;
2.2.4 If your order otherwise breaches any of the requirements of these Terms;
2.2.5 The use of images for a personalised product which are corrupted, unsupported technically or inadequately pixelated;
2.2.6 If a personalised product you wish to order contains anything which contravenes, or appears to contravene, our Content Rules (see section 4.3 below for our Content Rules);
2.2.7 We suspect that the order has been placed fraudulently;
2.3 We cannot make changes or cancel your Order once it has been placed – for further details on our Cancellation Policy, please see Section 6.
3. Products shown and pricing
3.1 We endeavour to ensure that every product on Papier is shown accurately, however, occasionally there may be small variations in colour, typefaces and layout. With invitations, you are able to order a Sample of your main invitation to review the product before making a final purchase.
3.2 The prices displayed on the website are subject to change and we reserve the right to change these at any time.
3.3 In rare cases, the price quoted for a Product may be displayed incorrectly. We will aim to rectify any such error as quickly as possible and will notify you of the correct price before you make your payment. We are under no obligation to provide the Product to you at the incorrect price, even after an Order Confirmation Email has been sent, if the pricing error is obvious and unmistakeable and could reasonably be recognised by you as a mis-pricing.
3.4 Prices shown on the website are in GBP and are inclusive of Value Added Tax (VAT) at the prevailing rate. The price of the product does not include the delivery charge. You are advised of delivery charges at checkout, for more information on delivery please see Section 5.
3.5 Papier does not cover, and will not be responsible for, the payment of any additional customs or import charges, duties or taxes incurred when the parcel reaches the destination country. Please enquire with your government's import office if you are concerned that your order may incur import taxes when it ships from the UK.
4. Personalisation of products
4.1 It is up to you to ensure that all content in a personalised product is correct, and (for example) is correctly spelt or irregularly formatted. We cannot edit or cancel an order for a personalised product once it has been placed so please double-check your order on screen before confirming your purchase. Please refer to Section 6 for further information on Changing or Cancelling an Order.
4.2 If you are uploading a photo to a card or invitation, images must be in JPEG format. Any other format such as Word documents, PNG or PDFs are not accepted. For best results, we advise uploading an image at 300DPI or make the image dimensions approximately 1,000 pixels for the smallest edge of your photos. If you upload a photo that has a lower resolution or image size, we will accept it, however, we cannot guarantee the image quality when printed.
4.3 Content Rules - we do not permit personalised products to include any content or material which:
4.3.1 infringes anyone's copyright: in particular, you must ensure that you either own the copyright in an image or any other content that you wish to include in a personalised product or that you are fully licensed by the copyright owner to include that image or other content in the personalised product;
4.3.2 infringes any other rights, such as a trade mark, of any person or entity or a duty owed to any person or entity, such as a duty of confidentiality;
4.3.3 contravenes any applicable law (including, without limitation, any criminal law) or regulation;
4.3.4 is false, inaccurate, misleading, offensive, abusive, threatening or defamatory, or that might cause needless annoyance, inconvenience or distress to any person;
4.3.5 misrepresents identity or impersonates any person;
4.3.6 includes any material containing personally identifying information about another person, such as their address, phone number, or email address, except with the written approval of that person;
4.3.7 contains material which is pornographic, obscene, indecent or offensive, which promotes discrimination based on race, sex, religion, nationality, disability, sexual orientation or age, or that may incite hatred or violence against any person or group;
4.3.8 may harass, upset, embarrass or alarm any person;
4.3.9 gives the impression that it emanates from or has been approved by us;
4.3.10 advocates, promotes or assists any unlawful act.
4.3.11 for digital products, engages in or promotes phishing.
5. Delivery of products
5.1 The price for delivery is shown separately to the cost of goods at the checkout stage before you place your order.
5.2 Delivery charges and times can be consulted on our Shipping & Returns page.
5.3 An estimated delivery date will be given when you place your order. Occasionally our delivery to you may be affected by an Event Outside Our Control, please see Section 15 for further information on this. Dates and times given for delivery are estimates only and we shall not be liable for any delay in delivery.
5.4 Papier does not cover, and will not be responsible for, the payment of any additional overseas customs or import charges, duties or taxes incurred when the parcel reaches the destination country. Please enquire with your government's import office if you are concerned that your order may incur import taxes when it ships from the UK.
6. Changing or cancelling an order
6.1 You cannot cancel or edit your Order of personalised products once the order has been placed and an order confirmation email received.
6.2 We are not responsible for customer generated mistakes, errors or defects including spelling, typographical or grammatical errors; poor image quality derived from low resolution images, order quantity, or other ordering errors, including delivery address. To prevent these errors from happening, please review your order carefully before proceeding to payment.
7. Refund policy
7.1 If, upon receiving your Product(s), they are damaged or the printing is faulty, you may request a refund or reprint in accordance with clause 7.2 below. We will not refund you if the Product(s) are in a good condition but the content is wrong due to a mistake made when ordering - please refer to Section 4 for further information on ordering personalised products.
7.2 You can request a refund or reprint in the case of printing faults or damage on your Order within 7 days of the date of receipt of the Product(s). Please email support@papier.com with your order number, a description and clear photograph of the damaged goods and we will consider if you are eligible for a refund or reprint. As stated in Section 6.2, we do not take responsibility for customer generated mistakes.
7.3 If you choose to receive a refund, we will refund you the total amount you paid for the Product(s) plus any delivery charges you may have paid, within 28 days of the day on which you provide us with evidence that the Product(s) are faulty.
7.4 If you choose to have your Product(s) reprinted, we will do so free of charge and resend to you at no extra cost.
7.5 Please note, it is not our policy to offer both a refund and a reprint.
7.6 If you choose to return a non-personalised item, we will refund you the total amount you paid for the Product(s) plus any delivery charges you may have paid, within 28 days of receiving a return. Please refer to section 8 for further information.
7.7 We are unable to accept returns or refunds of perishable goods (including gift food)
8. Returns policy
8.1 If, upon receiving your Product(s), they are damaged or the printing is faulty, you may request a refund or replacement. Please refer to section 7 for further information.
8.2 All non-personalised Product(s) (e.g. pens) can be returned for free within 30 days of purchase. Free returns can be arranged via the returns page on site or by contacting support@papier.com in exchange for a full refund on the Product within 14 days of receiving the return. The item must be returned in its original condition and packaging.
8.3 Please note: The above returns policy refers to change of mind only and does not affect the statutory rights you have as a consumer e.g. the right to cancel, or the right to return items, which are faulty or not as described or a general right to return most online purchases under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
9. Payment and charges
9.1 We only accept payment through the payment methods advertised in the payment section of the checkout on papier.com.
9.2 The total charges for the Products and delivery are listed on the checkout page and on the Order Confirmation Email.
9.3 Payment will be deducted from your account when we send you the Order Confirmation Email.
9.4 When submitting your order, you warrant that all the detail you have provided are valid and accurate at the time, and that when your order is accepted by us, payment will be made in full.
9.5 If we cannot accept your order for the reasons outlined in Section 2.2 then no charges will be made to your card.
9.6 Your Order Confirmation Email contains all the necessary information to constitute a simplified VAT receipt in line with HMRC guidelines.
10. Privacy
10.1 We only use your personal information in accordance with our Privacy Policy. Please take the time to read this.
10.2. Intellectual Property Rights
10.3 All material on our Website is either owned by or licensed to Papier Ltd and cannot be redistributed or reproduced without prior permission. This material includes, but is not limited to, designs, photography, text, layout, look and graphics. All worldwide rights are reserved.
10.4 You may not copy, distribute, create any derivative work or commercially exploit the content from Papier, or any of the material found on our Website without our prior express, written permission.
10.5 Unauthorised use of this website and the materials within it may give rise to a claim for damages and/or be a criminal offence.
11. Links
11.1 Our site contains links to other websites over which we have no control. We do not endorse the contents of those websites and are not responsible for their availability or service. We will not be liable in any way for any loss or damage which you may suffer by visiting or using those websites, you do so at your own risk.
12. Liability
12.1 We, and any of our members, agents, directors, employees or partners, have no liability to you, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for:
12.1.1 any loss of income or revenue, business, profits or contracts, and anticipated savings;
12.1.2 any loss or corruption of data;
12.1.3 any loss or damage which does not directly result from our failure to comply with this Agreement.
12.2 Nothing in these terms of use excludes or limits our liability for death or personal injury arising from our negligence, or for fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
13. Risk and title
13.1 The Products will be at your risk from the time of delivery.
13.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.
14. Termination
14.1 We reserve the right to terminate this Agreement with immediate effect if you are in breach of any of the terms of the Agreement, or fail to make payment when due.
15. Events outside our control
15.1 We, or any delivery and production service we use, will not be liable or responsible for any failure to deliver, or delay in production or delivery of, the Products that is caused by an Event Outside Our Control, as defined below.
15.2 An "Event Outside Our Control" means any act or event beyond our reasonable control, including but without limitation to, adverse weather conditions (such as snow, flood, storms), strikes or industrial action, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, earthquake, subsidence, epidemic or other natural disaster, road traffic accidents and road closures.
16. Law and jurisdiction
16.1 These Terms, the Services and each Order and purchase of a Product are governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction in relation to disputes arising in connection with these Terms. These Terms are offered in English only.
17. Engagement with our customer service team
17.1 We will always be polite & friendly to customers who get in touch with us, and ask that you engage with us in the same way. Abusive language and threats will not be tolerated in any communications with us, be it via email, live chat, over the phone, or on Social Media. The use of inappropriate language may prevent us receiving your emails or messages, as these are automatically filtered to remove abusive content.
18. Papier refer-a-friend program
18.1 A Qualified Referral is defined as a purchase of over £0.01 (or $0.01) made at www.papier.com by a person (a "Referred Customer") who arrives to our website by clicking your Refer-a-Friend program link and who has not placed an order previously with Papier. You are limited to one Qualified Referral for each Referred Customer - in other words, additional/repeat purchases made by a Referred Customer are not counted as additional Qualified Referrals - and ten Qualified Referrals in total. Referral offer excludes purchase of greeting cards and calendars (UK only) and pens.
18.2 The Referred Customer and the Referrer cannot be the same person (for example, by using a different email address).
18.3 Eligibility is limited to individuals only, not businesses.
18.4 The level of the reward for Qualified Referrals is subject to change by Papier at any time without advance notice. The reward cannot be exchanged for cash.
18.5 Papier reserves the right to close the account(s) of any Referrer and/or Referred Customer and to request proper payment if the Referrer and/or Referred Customer attempts to use the Papier Refer-a-Friend program in a questionable or fraudulent manner or breaches any of these Terms & Conditions or is in violation of any law, statute or governmental regulation.
18.6 Papier reserves the right to close the account(s) of any Referrer and/or Referred Customer and to cancel any credits earned if the Referring Customer is found to have set up multiple accounts for the purpose of self-referral.
18.7 Papier reserves the right to cancel the Refer-a-Friend Program or to change these Terms & Conditions at any time in its sole discretion. Any unclaimed referral rewards will be forfeited at that time.
19. Promotions
19.1 All promotions are applied to the value of the order, excluding delivery costs and are subject to our general Terms and Conditions.
19.2 All promotional codes must be applied by the Customer prior to completing the order for the discount to be deducted. Promotions cannot be applied to previously placed orders or orders placed after the promotion’s expiry date.
19.3 Unless stated, discounts cannot be combined and only one offer can be applied to any order, including site wide sales. In this case, the better discount will automatically be applied to the Customer's order.
19.4 Papier reserves the right to exclude certain products from promotions. See the specific details of the promotion for excluded products.
19.5 Promotional codes are not transferable or redeemable for cash or credit (this includes gift cards).
19.6 Papier reserves the right to amend or withdraw a promotion at any time.
19.7 Papier shall not be liable for any financial loss arising out of the refusal, cancellation, or withdrawal of any promotion or any failure or inability of a Customer to take advantage of a promotion for any reason.
19.8 For exclusions and details on our current promotions, click here
20. Credit
20.1 All Papier credit is applied to the value of the order, including delivery costs and are subject to our general Terms and Conditions.
20.2 All credit must be applied by the Customer prior to completing the order for the discount to be deducted.
20.3 Promotional codes cannot be applied when purchasing credit, but can be used in conjunction with an order where credit is used as a partial or full payment method, subject to our Terms and Conditions above.
20.4 Credit cannot be used to purchase more credit.
20.5 The maximum amount of credit must be used on any given order once credit has been applied. Credit cannot be applied in smaller increments and can only be used in a partial payment when the order value exceeds the total amount of credit in the given account.
20.6 Excess or unused credit is not transferable, refundable, or redeemable for cash and expires one year after purchase.
20.7 Any credit bought through any store in a particular currency cannot be transferred to another store into another currency.
20.8 Papier reserves the right to amend or withdraw the discount on credit at any time.
21. Love Papier loyalty program
21.1. Our loyalty programme (“Love Papier”) has now been discontinued.
21.2. Papier reserved the right to cancel the Love Papier program or to change these Terms & Conditions at any time in its sole discretion.
1 August 2024