Delivery & Returns

Covid-19 Update

Our website remains open to allow you to place online orders.

Due to isolating staff we are currently taking longer to dispatch orders. This is temporary and we will be back to normal very soon. In the meantime, your order may take a few days longer to arrive.

If you have placed an order and you and are concerned about longer delivery times please get in touch via hello@papermilldirect.co.uk

How much is delivery?

If you live on the UK Mainland it will be £2.99 for any orders under £60.00. Orders over £60.00 after any discounts have been applied will be delivered free of charge. Please be aware there is a £14 surcharge for orders containing A1-sized card & Paper.

Other Shipping Options and Costs

  • Next Working Day Delivery £9.50 (UK Mainland only, excludes some of Scotland*)
  • Next Working Day by noon £12.50 (UK Mainland only, excludes some of Scotland*)
  • Saturday Delivery £12.50 (UK Mainland only, excludes some of Scotland*)
  • Off Shore £8.30 (Northern Ireland, Channel Isles, Isle of Man, and Scilly Isles)
  • Scottish Highlands, Islands, some Lowlands* & Isle of Wright two day delivery £7.50 (Some postcode exemptions apply**)
  • Click & Collect is available from our Warehouse in Kendal. Order before 2pm to pick up the following working day. Pick up anytime between 10 am and 5 pm. The address is Papermilldirect, Westmoreland Business Park Kendal, Cumbria, LA9 6NP.
  • Ireland Standard Delivery £8.30.

Next working day, Saturday and two-day deliveries must be ordered before 2pm.

(Please note our couriers do not 100% guarantee the speed of services, if for whatever reason it is not fulfilled you will be issued a refund of the difference in service you've received.

*The counties in Scotland excluded as mentioned above are Aberdeenshire, Angus, Argyll, Banffshire, Bute, Caithness, City of Aberdeen, Falkirk & Sterling, Invernesshire, Isle of Wight, Kilmarnock, Kincardineshire, Kirkwall, Lerwick, Moray, Nairnshire, Orkney, Outer Hebrides, Peeblesshire, Ross & Cromarty, Shetland, Stirlingshire, Sutherland. We apologies for any inconvenience, please select the Two Day Service if you are in a hurry.

**Postcode exemptions for Scotland FK, HS2, PA60 - 75, 78, ZE2, 3, KW16 - non Town, KW17, PH30, 41 - 44. We do ship here but times may be longer than 4 - 7 working days.

How soon will my order arrive?

Standard delivery times are as follows:

  • UK Mainland: Estimated 3 - 5 Working Days Delivery
  • Off-shore including Northern Island: Estimated 4 - 6 Working Days Delivery
  • Scottish Highlands, Islands, and some Northern counties: Estimated 4 - 7 Working Days Delivery. There are some postcode exceptions*. See above for details.
  • Isle of Wight: Estimated 4 - 7 Working Days Delivery.
  • Ireland: Estimated 5 - 7 Working Days Delivery.

What courier do you use?

The following apply only ONCE the order is dispatched. The standard dispatch time is within 2 - 3 working days.

We do not guarantee a specific courier unless mentioned at the checkout, however the following will most likely apply.

  • UK Mainland orders once dispatched will be via DPD on the next working day service OR by Royal Mail on a Royal Mail tracked service.
  • Off-shore orders once dispatched will be on a 2-day DPD service.
  • Scottish Highlands, some Lowlands* & Islands will be on Royal Mail tracked service.
  • The Isle of Wight will be on Royal Mail tracked service.

Which Countries do you ship to?

We ship to Austria, France, Germany, Italy, the Netherlands and Spain. The cost of shipping will be displayed at the checkout as it depends on the weight of the parcel.

Additional European countries are listed below but have is only an option for orders over £150. The cost of shipping will be displayed at the checkout. For orders under 150 Euros to these countries, we are unable to offer shipping options. (Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, Hungary, Iceland, Latvia, Lithuania, Luxembourg, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden and Switzerland.

New Export Regulations to the EU as of the 1st of January 2021

As the United Kingdom has left the European Union, the trade agreements have changed. This means that VAT, import duties and administration costs may be payable on parcels sent from the UK. The customer will have to pay these costs before receiving the parcel. The payment is collected at customs & duties. No VAT is charged on the Papermill Website. Please log in and add your address to your account for this to apply.

Papermilldirect use DPD to ship products internationally. Once the order is at customs the customer will receive a text message or email advising them of the customs duties set by that country. The exact amount depends on the value of the goods in the parcel, the VAT rate and the import tariff.

Can I have my order delivered to a different address?

Yes you can! As long as your account address is the same as where your method of payment is registered, then you can choose a different delivery address.

What happens if I'm not at home?

If shipped with Royal Mail there is a good chance it might fit through your letterbox. Otherwise, the postman should leave a card for you to collect your parcel from your local post office.

DPD will email or text you with a one-hour delivery slot. If this isn’t convenient, you can get back to them to change the delivery time, delivery day or even the delivery address!

Can I track my order?

If shipped with Royal Mail then we’re afraid not, but anything sent via DPD can be tracked here https://www.dpd.co.uk/service/

If you have entered your email and mobile number DPD will keep you informed at every stage of the journey. DPD also provides access to a suite of rescheduling options both on the day of delivery and the night before, allowing our customers to take delivery of their goods in a way that suits.

Returns Policy

If you are not completely satisfied with your purchase, you can return the items within 14 days of receiving them. Goods must be unused in a re-saleable condition. Branded items such as craft supplies must be in their original packaging. To ensure your refund can be processed promptly, please ensure you include your name and order number.

Any bespoke orders such as personalised printed items or bespoke cut and scored items are non-refundable.

We regret that unless the goods are faulty or incorrect we are unable to refund any post & packing charges.

Our return address is,

  • Papermilldirect returns,
  • Grosvenor house papers,
  • Westmorland Business Park,
  • Kendal,
  • Cumbria,
  • LA9 6NP

Please check your order as soon as you receive it and notify us within 48hrs of any problems. Otherwise, we will assume that all is OK.

Problems With Your Order

We hope there aren’t any but here’s what you do if there are.

Email: hello@papermilldirect.co.uk

Please quote the order number and send photos if relevant and possible.

I’ve received a damaged, incorrect or faulty item

First of all, we are very, very sorry! Second of all, once we have received the details and proof of the mistake (photos if relevant & possible) we will have the replacements sent out asap. Depending on when we have been notified, the items will be dispatched the same day or the next working day. They will go on a next day service. (Please note our couriers do not 100% guarantee the speed of services)

I’ve just placed my order – can I change it?

Please contact us as soon as possible and we will do our best to help.

I’ve placed my order – can I cancel it?

Again, please contact us by email or phone as soon as possible and we will do our very best to prevent your order being despatched. (We have been known to rugby tackle the postman – that’s how dedicated we are!!) However, if your order has already left you will need to return the goods.