Damaged or Missing Items Policy

We are sorry if something went wrong with your order. Please contact us and we will do our best to resolve the issue quickly.

Reporting Window

Please contact us within 7 days of the order being marked as delivered for damaged, defective, or missing-item claims.

If your package has not arrived and the tracking information shows no movement beyond the estimated delivery window, please contact us so that we can review the shipment with the carrier.

What to Include

Please email hello@cachestationery.com with:

  1. Your order number;

  2. A clear description of the issue;

  3. Photos of the damaged or defective item;

  4. Photos of the outer packaging if it was damaged or crushed;

  5. For missing items, a photo of everything that arrived in the package.

These photos help us compare the shipment against your order and submit a claim to the carrier or source studio when necessary.

Resolution Options

Once we have reviewed and confirmed the issue, we may offer:

  • A replacement of the affected item, if it is available; or

  • A refund for the affected item.

If the affected item was part of a multi-item order, we will refund the value of the affected item. Any shipping refund will be considered based on the circumstances of the claim.

You do not need to return damaged, defective, or incorrectly supplied items unless we specifically request it.

Response Time

We aim to respond to claims within 2 business days.

Once a claim is approved, we generally aim to resolve it within 5–7 business days, depending on whether a replacement or refund is requested.

Exclusions

We cannot normally approve claims for:

  • Damage caused after delivery;

  • Normal wear and tear;

  • Minor variations described in the product listing;

  • Damage caused by incorrect use, storage, or handling;

  • Claims submitted substantially after the reporting window.

This policy does not limit any rights you may have under applicable consumer protection laws.