Refund & Cancellation Policy

At Rosella Paper, we take immense pride in our artisanal craftsmanship, hand-poured details, and bespoke designs. Because the vast majority of our products are custom-made, hand-crafted, or printed to order specifically for your event, we operate under the following refund and cancellation policy.

1. Custom, Personalised & Printed Items
Due to the highly bespoke nature of our work, we do not offer refunds, returns, or exchanges for change of mind on any of the following once production or design work has commenced:
  • Custom Designs & Illustrations: This includes custom watercolour or fine-line venue drawings once work or digital layout mockups have begun.
  • Engraved Stamps: Custom monogram or business logo brass stamp heads once they have been precision-engraved.
  • Printed Stationery & Liners: This includes belly bands, vellum jackets, envelope liners, and invitations once you have given final digital proof approval and the automated print process has started.
  • Handmade Items: This includes wax seals that have been custom-mixed, melted, and hand-poured to order in your chosen colourway.
Digital Proof Approval Disclaimer
It is the client’s responsibility to thoroughly check all digital production proofs for spelling, grammar, dates, names, layout configuration, and sizing before giving final sign-off. Once a proof is approved by you, Rosella Paper is not liable for errors or omissions, and reprints will incur standard production fees.

2. Order Cancellations
  • Before Production/Design Begins: If you change your mind immediately after placing an order (within 1 hour) and we have not yet started on your custom layouts, illustrations, or engraving setups, you may request a cancellation for a full refund (minus any non-refundable payment processing merchant fees).

3. Handmade Variations (Wax Seals & Papers)
Please note that our studio wax seals are poured entirely by hand, and our premium handmade papers feature natural, organic textures and deckled edges. Slight variations in thickness, roundness, size, and edge shapes are the natural markers of authentic artisan craftsmanship, not defects. We do not offer refunds or replacements for these beautiful, organic variations.

4. Faulty, Damaged, or Incorrect Items
We want you to absolutely love your stationery. If your order arrives damaged during transit, features a structural manufacturing defect, or differs from the final digital layout proof you officially approved, we will fix it immediately.
  • Reporting an Issue: Please inspect your order carefully upon arrival and notify us via email at katy@rosellapaper.com.au within 7 days of delivery.
  • What to Include: Please include your order number, a brief description of the issue, and clear photos of the damaged packaging or incorrect items.
  • Our remedy: If the error is ours or the items are genuinely faulty, we will fast-track a complimentary reprint, reproduction, or repair of the affected items, or issue a refund/store credit where a reprint is not possible before your event date.

5. Shipping & Delays
While we guarantee our strict in-studio fast production timelines, Rosella Paper is not responsible for transit delays caused by postal carriers, customs processing, or incorrect address entries. We highly recommend ordering your stationery well in advance of your mail-out dates to account for unexpected postal delays.
6. Legal Enforcement & Security Services
We may disclose your personal information, transaction history, or submitted assets to relevant authorities (such as the police, court systems, or government security services) if requested to do so by law, or if we believe in good faith that such action is necessary to comply with a legal obligation, protect our rights, or prevent fraud.