Refund policy
REFUND & RETURNS POLICY
Last updated: 17 August 2026
At Papa Diaries, we want you to feel confident when shopping with us. This policy explains your rights regarding cancellations, returns, faulty items and refunds.
1. 14-Day Right of Withdrawal
If you purchase from Papa Diaries online, you may notify us that you wish to withdraw from your purchase within 14 days from the day you receive your order, without having to provide a reason.
To exercise your right of withdrawal, please email:
papadiaries@outlook.com
Please include your name and order number so that we can provide you with the appropriate return instructions.
2. Returning Your Order
After notifying us of your decision to withdraw, the goods should be returned or handed back without undue delay and within 14 days of notifying us.
Unless the item is faulty, damaged, incorrect, or we have specifically agreed otherwise, the customer is responsible for the direct cost of returning the item.
Please do not send a return without contacting us first, as we will provide instructions for returning or handing back your order.
Customers may inspect an item to the extent reasonably necessary to establish its nature, characteristics and suitability. We may make an appropriate deduction from a refund where an item has lost value because it has been handled beyond what would reasonably be necessary for such inspection.
Where reasonably possible, please return the item with its original packaging and accessories.
3. Refunds
Where a valid right of withdrawal is exercised, we will refund the payments due to you, including the cost of our standard delivery option where required by applicable law.
Additional delivery costs resulting from choosing a delivery method more expensive than our standard delivery option are not refundable unless required by law.
Refunds will normally be made using the same payment method used for the original purchase.
We will process the refund within the period required by applicable consumer law. Where permitted, we may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back.
4. Earrings and Hygiene-Protected Items
Papa Diaries does not apply a blanket no-return rule simply because an item is an earring.
Where a product is supplied with a genuine hygiene or protective seal and is, by its nature, unsuitable for return for health protection or hygiene reasons once that seal has been broken, the applicable legal exception may apply.
Where such a restriction applies to a particular item, it will be communicated clearly to the customer.
5. Personalised Items
Goods that are made specifically to a customer's instructions or are clearly personalised may not qualify for the standard change-of-mind withdrawal right where permitted by applicable law.
This may include certain personalised gift messages or specially customised products.
6. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or different from what you ordered, please contact us as soon as reasonably possible at:
papadiaries@outlook.com
Please provide your order number and, where helpful, photographs showing the issue.
Where goods do not conform to the contract, your statutory consumer rights apply. Depending on the circumstances, an appropriate remedy may include repair, replacement, price reduction or refund in accordance with applicable law.
Papa Diaries will bear reasonable return or remedy costs where required for faulty, damaged or incorrectly supplied goods.
Normal wear and tear, accidental damage, misuse, or damage caused by failing to follow reasonable jewellery care instructions is not automatically considered a product defect.
7. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as quickly as possible at papadiaries@outlook.com.
If the order has already been dispatched, the standard withdrawal and return procedure will apply.
8. Your Statutory Rights
Nothing in this policy limits or removes any mandatory rights available to consumers under Maltese or European Union consumer protection law.
9. Contact
For questions concerning returns or refunds, please contact:
Papa Diaries
Email: papadiaries@outlook.com
Malta