Frequently Asked Questions
Get answers to important topics
General Questions
Replacement Documents is an online provider of novelty documents and prop documents designed for entertainment, creative and production purposes.
Our range includes document-style products such as novelty bank statements, payslips, utility bills and other fictional documents that can be used as props for film, television, theatre, photography, content creation, events and other legitimate creative purposes.
All products supplied by Replacement Documents are novelty items and are not genuine financial, employment, utility or government records.
Our range may include:
- Novelty bank statements
- Novelty payslips
- Novelty utility bills
- Fictional financial documents
- Prop documents
- Film and television document props
- Photography props
- Personalised novelty documents
- Other fictional document-style products
The products available are displayed on our website and may change from time to time.
Our products are novelty and prop documents. They are not genuine bank statements, payslips, utility bills, financial records, employment records, proof-of-address documents or official records.
They are created for legitimate novelty, entertainment and creative purposes only.
Our products must not be used to misrepresent your identity, address, employment, income, financial position, banking relationship or other personal circumstances.
They must not be submitted to banks, lenders, landlords, employers, government departments, financial institutions, payment providers, insurers or other organisations as genuine documentation.
If you require an authentic document, you should obtain it directly from the organisation that issued the original document.
Ordering Questions
Select the document you require, provide the information requested during the ordering process and complete payment through our website.
Once your order has been received, it will be processed in accordance with the product description and the information you have supplied.
Our products are primarily supplied as digital documents.
Your completed document will be delivered electronically using the delivery method specified for the particular product.
Please check the individual product description before ordering for details of the format and delivery method.
The file format will depend on the product purchased. Where applicable, documents may be supplied in commonly used digital formats such as PDF.
Please check the individual product page for the specific format supplied.
Digital products are normally delivered electronically after your order has been processed.
Depending on the product, delivery may be made by email, download link or another electronic delivery method specified on the website.
Please ensure that the email address supplied during checkout is correct.
Delivery times vary depending on the product and whether personalisation is required.
The estimated delivery time for your selected product will be displayed on the relevant product page or during the ordering process.
Orders requiring additional processing or personalisation may take longer than standard digital products.
If you have completed your purchase but have not received your digital document within the advertised delivery timeframe, please contact our customer support team.
Before contacting us, please check:
- Your email inbox.
- Your spam or junk folder.
- Your promotions or other filtered folders.
- That you entered the correct email address during checkout.
If there is a genuine delivery or technical problem, we will investigate and, where appropriate, resend the digital product.
Personalised Documents
Where personalisation is offered, the available options will be displayed on the relevant product page.
Personalisation may include fictional names, dates, addresses, reference numbers or other information appropriate to the particular novelty product.
You may provide information required to personalise a product, provided that the requested use complies with our terms and the intended novelty/prop purpose of the product.
We reserve the right to refuse orders where we reasonably believe a document is being requested for fraudulent, deceptive or otherwise unlawful purposes.
Yes, you can send us an email at support@replacement-documents.com or alternatively use our document editing service here.
Refunds & Cancellations
Because our products are digital products, we generally do not provide refunds once a document has been completed and delivered.
Digital products cannot be physically returned once they have been supplied electronically.
Once your digital document has been delivered, the order is considered fulfilled and we do not provide refunds simply because you have changed your mind, no longer require the document or are dissatisfied with the purchase after delivery.
This policy applies to completed digital documents and personalised digital products.
Nothing in this policy is intended to exclude or restrict any statutory rights that cannot legally be excluded.
Our products are digital and are created or prepared specifically for the customer.
Once a completed document has been delivered electronically, it cannot be returned in the same way as a physical product.
For this reason, we operate a no-refund policy for digital documents once delivery has taken place, subject to any rights that apply under applicable consumer law.
If you wish to cancel an order, contact us as soon as possible.
Where an order has not yet been started or completed, we may be able to cancel it at our discretion.
However, once work has commenced on a personalised document or the completed digital product has been delivered, cancellation may no longer be possible.
Customers are responsible for checking the information they provide before submitting an order.
If you provide incorrect information and the document is subsequently produced and delivered using that information, we are not responsible for errors resulting from incorrect customer-supplied information.
Please carefully check all information before placing your order.
If we have made an error during the production of your document that differs from the information correctly supplied by you, please contact us promptly.
Where appropriate, we will review the issue and may correct and resend the document.
If the digital file supplied to you is technically defective or cannot reasonably be opened, please contact us.
We will investigate the issue and, where appropriate, provide a replacement copy or alternative means of accessing the product.
Security & Privacy
We only process customer information as necessary to provide our products, process orders, communicate with customers and operate our business in accordance with our privacy policy.
Please refer to our Privacy Policy for further information about how personal information is handled.
Payments are processed through the payment methods and payment providers made available at checkout.
We do not encourage customers to send payment-card details to us by email or through unsecured communication channels.
We do not sell customer information.
Information may be shared with trusted service providers where necessary to process orders, process payments, provide technical services or operate the website, subject to our applicable privacy obligations.
Order Problems
First, check your email inbox and spam/junk folders.
If your order still cannot be located after the advertised delivery period, contact us with your order number and the email address used to place the order.
We will investigate the delivery issue.
If you accidentally entered an incorrect email address, contact us as soon as possible.
We may be able to update the delivery information and resend the document, subject to appropriate verification and our ability to confirm the order.
If there is a legitimate technical or delivery problem, we may resend your digital document.
However, repeatedly requesting replacement copies does not create an entitlement to a refund.
Please contact us immediately if you believe you have selected the wrong product.
Where an order has not yet been processed, we may be able to assist.
Once a personalised digital document has been produced and delivered, our standard digital-product refund policy applies.
Important Legal & Usage Information
Replacement Documents is not a bank, employer, utility provider, government department or other official document issuer.
Our products are novelty and prop items only.
If you have lost a genuine bank statement, payslip, utility bill or other document, you should contact the organisation that originally issued it and request an authentic replacement.
Our products cannot replace official records.
No.
We make no guarantee that any novelty document will be accepted by, recognised by or suitable for any third party.
Our products are not designed to satisfy official verification or documentation requirements.
Yes.
We reserve the right to refuse or cancel an order where we reasonably believe that the requested product may be used for fraud, deception, unlawful activity or another prohibited purpose.
Where appropriate, an order may be cancelled and any applicable payment returned in accordance with our policies and applicable law.
You are responsible for how you use any product purchased from our website.
Purchasing a novelty document does not grant permission to use it as a genuine document or for an unlawful purpose.
You should always use our products only for legitimate novelty, entertainment, prop or creative purposes.
Contact & Customer Support
If you have a question about an order, product or delivery, please use the contact details provided on our Contact Us page or send us an email to support@replacement-documents.com.
When contacting us about an existing order, please include your order number wherever possible so that we can locate your purchase quickly.
For order-related enquiries, please provide:
- Your order number
- The email address used to place the order
- The product purchased
- A description of the issue
- Any relevant screenshots or error messages
Please do not send payment-card numbers, passwords or other unnecessary sensitive information by email.