Refund policy
Return Policy
We want you to love your planner! If something isn't right, we're happy to help.
14-Day Return Window
You have 14 days from the date your order is delivered to request a return. After 14 days, we're unable to offer a refund or exchange.
Eligibility
To be eligible for a return, your item must be:
- Unused and in the same condition you received it
- In its original packaging
- Free of writing, stickers, or other personalization
- Accompanied by proof of purchase (order number or receipt)
Non-returnable items:
- Custom or personalized planners (monogrammed, name-stamped, custom cover, etc.)
- Digital/printable products (no physical item to return)
- Gift cards
- Items marked "Final Sale" at checkout
- Items damaged from normal use, misuse, or after the 14-day window
Damaged or Defective Items
If your planner arrives damaged or defective, please submit a return request within 7 days of delivery (see "How to Start a Return" below) and let us know the item is damaged. The item must be shipped back to us before we can send a replacement or issue a refund — we're unable to do either until we've received and inspected the returned item. We'll cover the cost of return shipping in these cases.
How to Start a Return
We use Shopify's return request system, so you can start your return yourself — no need to wait on an email back from us:
- Go to your order status page (the link in your shipping confirmation email) or sign in to your account at hiddenlanepaper.com.
- Select the order and click Request return.
- Choose the item(s), select a reason (e.g., "Item damaged" if applicable), and submit your request.
- We'll review your request and, once approved, email you shipping instructions and a return label.
- Pack the item securely in its original packaging and ship it back using the provided label.
- Once we receive and inspect the item, we'll process your refund (or send a replacement, for damaged/defective items) and send you a confirmation email.
If you can't find your order or need help submitting a request, email us at noreen@hiddenlanepaper.com with your order number and we'll take care of it manually.
Return shipping costs are the customer's responsibility unless the item arrived damaged or defective, or we made an error with your order.
Refunds
Once your return is approved, your refund will be processed to your original payment method within 5–10 business days. Shipping fees from the original order are non-refundable.
Questions?
Reach out anytime at noreen@hiddenlanepaper.com — we're a small business and we genuinely care about getting this right for you.