Refund policy

Shipping Information

At Elavae Paper, every order is carefully prepared and packaged with attention to detail. We want your shopping experience to be as seamless as possible, from checkout to delivery.

Order Processing

Orders are typically processed and shipped within 2–3 business days, excluding weekends and holidays.

During holidays, promotional events, or periods of high order volume, processing times may be slightly longer. We'll do our best to communicate any significant delays.

Shipping Rates

Shipping costs are calculated and displayed at checkout based on your order and selected shipping method.

From time to time, Elavae Paper may offer promotional shipping discounts or free shipping on qualifying orders. Any applicable offers will be displayed on our website or at checkout.

Shipping promotions are subject to change without notice.

Delivery Times

Delivery times vary depending on your location, the shipping method selected, and the carrier.

Please note that estimated delivery dates are not guaranteed. Shipping delays caused by carriers, weather conditions, holidays, or other circumstances outside our control may occasionally occur.

Order Tracking

Once your order ships, you'll receive a shipping confirmation email with tracking information when available.

Please allow time for tracking information to update after your package has been accepted by the carrier.

Incorrect Shipping Addresses

Please double-check your shipping address before completing your purchase.

If you notice an error after placing your order, contact us as soon as possible at heyfriend@elavae.com. We'll do our best to make corrections before your order ships, but changes cannot be guaranteed once an order has been processed or dispatched.

Lost, Delayed, or Missing Packages

If your package appears to be lost, significantly delayed, or marked as delivered but cannot be located, please contact us at heyfriend@elavae.com.

We'll help investigate the issue with the shipping carrier and work toward an appropriate resolution.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at heyfriend@elavae.com.

Include your order number and photos of the item and packaging when possible so we can evaluate the issue and make it right.

If the issue is due to an error on our part, Elavae Paper will cover any necessary return shipping costs.

Questions?

Have a question about shipping or your order? We're happy to help!

Returns

We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.

To be eligible for a return, your item must be unused, unmarked, in the same condition that you received it, and in its original packaging. You'll also need your order number or proof of purchase.

To start a return, contact us at heyfriend@elavae.com.

If your return is accepted, we'll provide instructions on how and where to send your package. You'll have 14 days from the date of return approval to ship your return.

Customers are responsible for return shipping costs. Items sent back without first requesting a return will not be accepted.

Planner Dashboards & Custom Orders

Our standard planner dashboards are eligible for return under our regular return policy, including items ordered in our available sizes, designs, paper options, and punch styles.

Products created with special customization outside our standard options, including personalized wording or custom designs made specifically for you, are final sale unless they arrive damaged, defective, or incorrect.

Damages & Issues

Please inspect your order when it arrives and contact us as soon as possible if an item is defective, damaged, or incorrect.

Please include your order number and photos of the item and packaging when possible so we can evaluate the issue and provide a resolution.

If the issue is due to an error on our part, Elavae Paper will cover any necessary return shipping costs.

Exceptions / Non-Returnable Items

The following items are not eligible for return:

Personalized or specially customized products made outside our standard options
Items that have been used, written on, altered, or damaged after delivery
Digital gift cards, except where required by law

Please contact us if you have questions about whether an item is eligible for return.

Exchanges

We do not offer direct exchanges.

The easiest way to get a different size, design, or punch style is to return your eligible item and place a separate order for the new item.

European Union 14-Day Cooling-Off Period

If merchandise is shipped into the European Union, customers may have a statutory right to cancel their purchase within 14 days of delivery without providing a reason.

This right is subject to applicable consumer protection laws and exceptions, including certain products made to a customer's specifications or clearly personalized.

Nothing in this policy limits any mandatory consumer rights under applicable law.

Refunds

We'll notify you once we've received and inspected your return and let you know whether the refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days of approval. Your bank or credit card company may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at heyfriend@elavae.com.

Customers are responsible for return shipping costs on eligible returns.

Original shipping charges are nonrefundable, except when an item arrives damaged, defective, or incorrect, or when otherwise required by law.