Delivery & Returns

Covid-19 Update

Our website remains open to allow you to place online orders. Due to distancing and increased number of orders please bear with us as we are trying to get your parcels out to you as soon as we can. We appreciated your support and understanding at this time.

How much is delivery?

If you live on Mainland UK 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.

For anywhere else in the world (and we're afraid that includes Northern Ireland, Channel Isles, Isle of Man, Isle of Wight, Scottish Highlands & Islands and Scilly Isles) please enter either your post code or country on the checkout page for a shipping quote.

How soon will my order be dispatched?

We aim to dispatch within two to three working days of receiving your order, although currently due to the large number of orders we are taking up to 5 working days.

Once dispatched, orders via DPD will be with you the next working day. Royal Mail orders should be with you in two to three days.

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.

I need my order quickly, do you offer an express service?

Depending on where you live, then yes we do (for an additional charge)! If you order by 2pm, your order will be dispatched the same day for delivery the next working day. Working days are Monday – Friday (excluding Bank Holidays).

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.

I want to return an item

We want you to be happy with whatever you’ve bought from us (there is nothing worse than an unhappy customer – it makes us sad  )

So if you decide, for whatever reason, that you want to return an item, all you have to do is notify us within 7 days that you are returning goods. Package it back up and post it to the address on your invoice. To make sure your return gets processed correctly at this end, please include all your details and whether you require a refund (which will be paid within 30 days) or an exchange.

We don’t want to be picky, but your returned goods must reach us in a saleable condition!

As ever there is some legal stuff covering this kind of thing, so buckle up here it comes:

Your rights to return goods are protected under the EU Distance Selling Directive.

You are entitled to cancel your order and return the goods within 7 working days for a full refund, including the cost of delivery. You are responsible for the cost and risk of loss or damage when returning goods, so you should take out extra postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault – for example, if the goods are faulty or mis-described.