Delivery & Returns

How much is delivery?

For UK Mainland delivery is £2.99 or free if the final order is over £60.

For UK Offshore and Ireland delivery is £8.30 or free if the final order is over £100. (Northern Ireland, Channel Isles, Isle of Man, and Scilly Isles). The £100 order total applies after VAT deductions for Ireland and the Channel Islands.

Please be aware there is a £10 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*)
  • Express Shipping £4.99 (UK only Estimated 2-3 working days delivery. Excludes Saturday, Sunday, and Bank Holidays)
  • Scottish Highlands, Islands, some Lowlands* & Isle of Wright two day delivery £7.50 (Some postcode exemptions apply**)
  • Ireland Heavy (over 30kgs) delivery is £40.
  • Click & Collect is available from our Warehouse in Kendal. Order before 1pm to pick up from the following working day. Pick up anytime between 9 am and 5 pm (Monday to Friday). The address is Papermilldirect, Westmorland Business Park Kendal, Cumbria, LA9 6NP.

Next working day, Express, Saturday and two-day deliveries must be ordered before 1pm.

When ordering around a Bank Holiday please be aware that Papermilldirect observes England and Wales Bank Holiday dates. Any Next Working Day deliveries ordered on a public holiday will not be eligible for processing until the following working day.

A working day: any day (other than a Saturday, Sunday, or public holiday) when banks in London are open for business.

(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 apologise 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?

We have selected the most reliable couriers of DPD, Royal Mail tracked and Fed Ex. The courier used will depend on the product and your location. Some lightweight products such as samples will go via Royal Mail Standard service.

Which Countries do you ship to?

We ship to most European counties, different terms apply to each.

For Austria, 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 as follows. Note the order must be over £150 to allow shipping options.(Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, Hungary, Iceland, Latvia, Lithuania, Luxembourg, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden and Switzerland).

The cost of shipping will be displayed at the checkout.

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

When the United Kingdom has left the European Union the trade agreements 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! After one attempt at delivery if you are not in then the parcel will be delivered to a DPD Pick Up Shop within 5 miles of your address. DPD will notify you of this and the parcel can be picked up on the same day. There's also a reduction of CO2 on the last mile with delivery to a local DPD Pickup shop instead of the parcel being returned to a DPD depot, which is great news for our planet.

Can I track my order?

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

Changed your mind?

If you change your mind, you can cancel your order within 14 days, with the exception of goods listed in the below ‘Exclusions’.

To cancel, please let us know within 14 calendar days after the day you received your goods. You will then have another 14 calendar days to return the goods.

Please note that all returned goods must be unused and in a resaleable condition. Branded items such as stationery and craft supplies must be in their original unopened packaging.

When making a return you must enclose your order number and send the goods to the below address:

Papermilldirect - Returns
Grosvenor House Papers
Westmorland Business Park
Kendal
Cumbria
LA9 6NP

We regret that unless the goods are damaged, faulty or incorrect, we are unable to refund any post and packaging costs.

Once the goods have been returned and checked over, we will refund your original payment method within 14 calendar days. Please note that it may take up to 10 working days for your bank to process the refund.

Exclusions

The following product ranges are made-to-order goods which have been converted from large format paper and card and/or altered to fulfil orders. These goods are non-returnable and non-refundable, unless they are damaged, faulty or supplied incorrectly:

  • Paper & Card sheets and packs
  • Pick & Mix boxes
  • Card Blanks
  • Scored/ creased products
  • Bespoke Cutting
  • Bespoke Printing
  • Other bespoke/ personalised products

You can order a sample of any of our products prior to ordering to make sure the product is suitable for purpose.

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 from 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.

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