Delivery & Returns

Covid-19 Update

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

How much is delivery?

If you live on the UK Mainland it will be £4.50 for any orders under £60.00. Orders over £60.00 after any discounts have been applied will be delivered free of charge.

Other Shipping Options

  • Next Working Day Delivery £9.50 (UK Mainland only)
  • Next Working Day by noon £12.50 (UK Mainland only)
  • Saturday Delivery £12.50 (UK Mainland only)
  • Off Shore £8.80 (Northern Ireland, Channel Isles, Isle of Man and Scilly Isles)
  • Scotland & Isle of Wight two day delivery £7.50 (Some postcode exemptions apply*)

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

*Postcode exemptions for Scotland Two-day delivery FK, HS2, PA60 - 75, 78, ZE2, 3, KW16 - non Town, KW17, PH30, 41 - 44.

For anywhere else in the world please enter either your county or country on the checkout page to view the price.

How soon will my order be dispatched?

We aim to dispatch within one to two working days of receiving your order.

On a standard service, once dispatched, UK Mainland orders via DPD will be with you the next working day. Royal Mail orders will be on a 48 hour Royal Mail tracked service. Off-shore orders, once dispatched go on a 2 day DPD service. Scottish Highlands, Islands and Aberdeenshire, once dispatched will be on 48 hour Royal Mail tracked service.

We have the largest possible team working whilst maintaining distancing, please bear with us if the order takes a little longer than expected. Thank you in advance for your patience.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

Which Countries do you ship to?

The Countries we ship to include Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Iceland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland. Price varies per country, a price will be given at checkout.

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.

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 you have chosen 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 you have chosen Royal Mail then we’re afraid not, but anything sent via DPD is fully trackable (this may be a made up word – but you get our drift!). DPD offer a 'Follow My Parcel' service which enables our customers to watch the progress of their delivery.

As well as keeping customers informed at every stage of the journey, DPD also provide 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.

Problems With Your Order

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

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

Please contact us by email or phone 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 (see ‘I want to return an item’).

My order is wrong

In the unlikely event of your order being wrong in some way - a missing item or you’ve received the wrong product (even our lovely packers have an off day!) - please contact us via our 'contact us' page or phone (01539 735252). We will need your order number so we can see what is incorrect.

I’ve received a damaged or faulty item

First of all, we are very, very sorry! Second of all please contact us via our 'contact us' page or phone (01539 735252). Again we will need your order number at this point.

We need you to 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. Thanks for this.