Return & Exchange Policy

This policy covers returns/exchanges for our notebooks, pencil cases, pens, and backpacks via our Shopify store. For inquiries, use the contact info below.

1. Eligibility Requirements

Item Type Return Window Exchange Window Key Conditions
Notebooks/Pens 30 days post-delivery 15 days post-delivery Unused, unmarked, original packaging; no torn pages, broken nibs, or ink stains
Pencil Cases/Backpacks 30 days post-delivery 15 days post-delivery Unused, tags intact; no scratches, broken zippers/straps, or fabric damage
  • Quality Issues: Defects (e.g., faulty backpack zippers, leaky pens) require clear photos/videos for verification.
  • Wrong Items: Provide Shopify order screenshots to confirm incorrect style (e.g., lined vs. dotted notebook) or size.

2. Process Steps

  1. Request: Email hiatus_lives8v@icloud.com with your Shopify order number, item type, reason for return/exchange, and supporting proof (photos/videos).
  2. Approval: We respond within 2 business days. Approved requests receive a return address (our Hoddesdon hub: 74 BEECHFIELD, HODDESDON, EN11 9QJ, UK, or partner warehouse) and a unique return ID.
  3. Ship Back: Send items within 7 days. Wrap notebooks/pens in bubble wrap; use original packaging for backpacks to avoid transit damage.
  4. Finalization: We inspect returns in 3-5 days. Eligible exchanges ship within 48 hours; refunds process via Shopify Payments in 3-5 business days.

3. Fee Details

  • Quality/Wrong Items: We cover round-trip shipping (reimburse up to £15 / US$20 via logistics receipt).
  • Personal Reasons: You pay return shipping + a 5% restocking fee (covers repackaging for small stationery).
  • Ineligible Items: Used notebooks (with writing), damaged pens, backpacks with stains, or missing packaging are refused—you bear return shipping costs.

Contact Us

  • Address: 74 BEECHFIELD, HODDESDON, EN11 9QJ, UK
  • Email: hiatus_lives8v@icloud.com