Store Policy

At Lucy and Paper, each order is custom-made with care. Because our products are personalized, we’ve outlined the following policies to ensure a smooth and transparent experience for all customers.

Processing & Turnaround Time

All orders are made to order.

- Processing time is typically 1–3 business days after order placement (or after proof approval, if applicable)

- Shipping times vary depending on location and selected shipping method.

- Please note that during peak seasons (e.g., holidays), processing times may be slightly longer.

Custom Orders & Image Guidelines

As a custom product business, the quality of your final product depends on the image you provide.

- Please upload high-resolution, well-lit photos for best results

- Images should be clear, in focus, and not heavily cropped or pixelated

- By placing an order, you confirm that you have the right to use the uploaded image

Important:

- Colors may vary slightly between screens and printed products

- The final design will be formatted to fit a repeating pattern across the wrapping paper

Returns, Refunds & Exchanges

Due to the personalized nature of our products:

- All sales are final

- We do not accept returns or exchanges for custom items

However, we will gladly offer a replacement or refund if:

- The product arrives damaged

- There is a printing defect or production error

To request a replacement, please contact us within 5 days of receiving your order with photos of the issue.

 Order Errors & Reprints

We are not responsible for errors resulting from:

- Low-quality or incorrect images submitted by the customer

- Spelling mistakes or incorrect information provided at checkout

- Design approvals that were confirmed by the customer

Please double-check all details before placing your order.

Shipping Issues

- Once an order has been shipped, we are not responsible for delays caused by the carrier

- If your package is lost or significantly delayed, please contact us and we will do our best to assist

We are a small business and truly appreciate your support. Every order is made with care, and we’re committed to providing a product that helps you celebrate the pets you love.