Return Policy.
Our policy is that we only refund Arts Therapy kit orders that are not yet posted or processed. While every kit is packed with care, we are committed to working with customers in instances where a replacement kit (or items) is required for those that are damaged or incomplete.
Want to cancel your order?
Providing your kit is not yet processed or sent, we are happy to provide a full refund. Please contact us immediately by email to [email protected] with your order number to request cancellation. If we have not yet shipped the kit, we can refund you within 5 business days.
What happens if the kit is already posted?
At this time, our policy is that we do not accept ‘change of mind’ returns. Our product is one of a kind and we do not repurpose previously sold kits. Once you have received your kit by post, we encourage you to give it a try. Go at your own pace and utilise your complimentary debrief with Papernook’s Arts Therapist if stuck or unsure about how to proceed.
If your kit has been posted and you are still not wanting to proceed, we recommend giving your kit to someone as a gift. As a courtesy, we’ll post a new Welcome Card with the recipient’s name for an additional $10. Please contact us directly to update their order details on our system (to ensure the person receiving your gift is eligible for the complimentary 15 min Telehealth debrief).
Want to cancel your order?
Providing your kit is not yet processed or sent, we are happy to provide a full refund. Please contact us immediately by email to [email protected] with your order number to request cancellation. If we have not yet shipped the kit, we can refund you within 5 business days.
What happens if the kit is already posted?
At this time, our policy is that we do not accept ‘change of mind’ returns. Our product is one of a kind and we do not repurpose previously sold kits. Once you have received your kit by post, we encourage you to give it a try. Go at your own pace and utilise your complimentary debrief with Papernook’s Arts Therapist if stuck or unsure about how to proceed.
If your kit has been posted and you are still not wanting to proceed, we recommend giving your kit to someone as a gift. As a courtesy, we’ll post a new Welcome Card with the recipient’s name for an additional $10. Please contact us directly to update their order details on our system (to ensure the person receiving your gift is eligible for the complimentary 15 min Telehealth debrief).
Shipping Policy.
Papernook is committed to ensuring you receive your Arts Therapy kit within 2 weeks from the date of purchase. Our kit purchase is all-inclusive of GST and shipping to the nominated postal address within Australia.
Want to track your order?
Papernook uses Australia Post for delivering kits Australia-wide. Once your kit is on the way, our system will notify you by email with the unique tracking ID number. If supplied, we will do our best to ensure your mobile is also added for text updates from Australia Post about the status of your order.
What should I do if the kit has not been delivered:
If your order has not arrived and 2 weeks has passed, please email us directly at [email protected]. We will investigate as a matter of priority. Please be aware that from time to time, there may be shipping delays beyond our control. If this occurs, we will endeavour to notify you immediately and provide timely updates as advised.
If Australia Post has confirmed delivery but you have not received the kit, please get in touch with us and we will assist with investigating further.
Need to rectify an incorrect delivery address?
Providing your kit has not yet been posted, please reach out immediately to notify us of an accidental or wrong address provided on your online order. We ask for an email outlining the correct address details to be sent to [email protected].
Unfortunately, we are not able to cover the costs of a kit already shipped to an incorrect address. For kits posted and subsequently returned to us, we would be happy to arrange for re-shipping if you are able to reimburse any shipping and handling charges.
Want to track your order?
Papernook uses Australia Post for delivering kits Australia-wide. Once your kit is on the way, our system will notify you by email with the unique tracking ID number. If supplied, we will do our best to ensure your mobile is also added for text updates from Australia Post about the status of your order.
What should I do if the kit has not been delivered:
If your order has not arrived and 2 weeks has passed, please email us directly at [email protected]. We will investigate as a matter of priority. Please be aware that from time to time, there may be shipping delays beyond our control. If this occurs, we will endeavour to notify you immediately and provide timely updates as advised.
If Australia Post has confirmed delivery but you have not received the kit, please get in touch with us and we will assist with investigating further.
Need to rectify an incorrect delivery address?
Providing your kit has not yet been posted, please reach out immediately to notify us of an accidental or wrong address provided on your online order. We ask for an email outlining the correct address details to be sent to [email protected].
Unfortunately, we are not able to cover the costs of a kit already shipped to an incorrect address. For kits posted and subsequently returned to us, we would be happy to arrange for re-shipping if you are able to reimburse any shipping and handling charges.
