FAQs
When will my order ship?
Right now we are shipping most items within 2-7 days of receiving. Custom items may be slightly longer.
We are not responsible for transportation delays or incidents caused by USPS, Canada Post or other shipping services. We do not provide refunds or re-send packages that are lost in the mail, particularly those travelling outside of Canada or the USA.
Once shipped, most items ship to Canada within 7 business days and to the USA within 5 business days. Some items are available to ship lettermail (which you can select on the shipping page.) Please note that lettermail is significantly slower than the tracked option.
International orders outside Canada/USA *usually* ship within 21 business days but can take longer depending on the country. All International orders are shipped without tracking. If you'd like tracking and/or faster delivery please email us!
Please note that you may be subject to customs fees when your package arrives.
Can I return or exchange my order?
We accept returns and exchanges on any orders that are not customized (no returns on custom orders). We do not offer returns on shipping costs, and we do not cover the return shipping fees for returned items. Returns are accepted up to 30 days after order date and exchanges up to 60 days past order date.
Can I pick up my order locally?
If you prefer to save on shipping costs you can pick up your purchase at my Toronto studio located at 15 Adrian Avenue - select local pickup upon checkout and you will be emailed when your order is ready.
Our pickup schedule can be viewed here. We will email you once your order is ready to be picked up with a link to book a pickup appointment time (please don't book until you've received the email that your order is ready). All pickups must be pre-booked, as we are often in and out of the studio during these hours.
Please note that if you opt for pick-up we do not provide any packing/wrapping materials for your purchase beyond our regular retail packaging (the item is not packaged/bubble wrapped to ship).
Pickups: Orders that remain not picked up for longer than 3 months may be subject to a 10% re-stocking fee. We do not provide refunds for orders that you may forget to pickup if it is more than 30 days past date of purchase.
Pickup at a show: if you'd like to pickup your order at the One of a Kind Show or another show we are participating in please email us at info(at)lightandpapershop.com
Do you ship outside of Canada/USA?
We ship to most countries but right now we are not shipping to the UK because of the new VAT regulations. To purchase from our shop and ship to the UK please shop from our Etsy page. We do not provide ANY refunds on International orders that do not reach you by a specific upcoming date - as these items may be delayed at customs. You are responsible for any customs/duty fees that may be charged upon delivery.
Can you guarantee shipping by a specific date?
Please message us before purchase if you'd like to check to see if your order can arrive by a specific date. We do not provide refunds for orders that are not delivered on time, particularly for quickly upcoming dates, as it's always possible an order could be delayed at customs or via the postal service.
Do you do custom orders?
We do! BUT - all of my designs are created first as hand-cut paper cutting art pieces. This means that our custom order fee will be significantly higher than our other lasercut items, as each new piece is first done by hand with an x-acto knife into paper, not digitally illustrated.
For this reason, it’s also very difficult to make a lot of changes to finished custom orders, as large changes would require the piece to be re-cut from scratch. For all custom orders, we ask that our clients explore our current work to get an idea of our aesthetic, and what the piece will turn out to be similar to. If you’re looking for an exact replica of a photo, perfectly straight lines, or a copy of something you’ve seen elsewhere, we probably aren’t the best bet for you. But if you are a fan of my whimsical and unique paper cutting style, and can put your trust in me to create something you’d like, I’d be happy to create a customized piece for you.
We require full payment for custom orders before work is begun, and we do not offer returns on custom items.
Our custom listings take time, and we do not always have the time to devote to them. Please email us to inquire whether we are currently accepting custom orders.
All custom designs are my own - and I reserve the right to re-sell or re-purpose all custom designs for future Light + Paper products.