Terms & Conditions

About Us

This website is owned and operated by papermilldirect who are completely dedicated to your total satisfaction. If you have any suggestions or comments, or if you need to contact us, please email us using the form on the contact us page.

Grosvenor House Papers Ltd Westmorland Business Park Kendal Cumbria LA9 6NP

Grosvenor House Papers Ltd trading as papermilldirect Registered No. 2912127 VAT Reg No. GB153753461

Making A Purchase

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Papermilldirect reserve the right to charge interest on all overdue invoices, this is currently 8% above the Bank of England Rate.

Customers have the responsibility to inform us of any change in their details. If the customer fails to inform us of a new address or invoice details which leads to them not receiving the invoice the customer is required to pay to the terms stated on our invoices.

Use of our Website

Our website will often be your first point of entry when exploring our services and is intended for use by adults over 18 years of age.

Conditions of use

Products available for sale on this website ("Products") are subject to these terms and conditions. By placing an order for Products on this website you agree to be bound by these terms and conditions. We reserve the right to change these terms and conditions at any time, and you are bound by the version available on the site at the date of placing your order. Your statutory rights are not affected by these terms and conditions. These terms and conditions include our privacy policy and the information on our help page.

Your representations

You promise that you are at least 18 years old and have the legal right and ability to enter into this agreement and to use any debit or credit card used to purchase the Products. You also promise that all information you have provided is accurate and true. You authorise us to perform validation checks and authorisation with the card issuer.


You agree to fully indemnify us, our officers, employees, agents and suppliers, immediately on demand, from and against all claims, liability, damages, losses, costs and expenses arising out of any breach by you of these terms and conditions or by your use of this website, or the use of any other person accessing this website using your shopping account or your personal information.


All prices stated on the website are inclusive of VAT where applicable, but exclusive of shipping charges, unless we tell you otherwise. Prices and availability of Products may be changed at any time without notice. The price at which you agree to purchase the Products is the price stated on this website at the time you place your order.

Special Offers

From time to time we have special offers and promotions. Offers and discounts are subject to terms & conditions. They cannot be used in conjunction with other offers. Some may require the customer to create a Papermilldirect account, be logged in and can only be used the once. This includes but is not limited to the newsletter sign up discount and the swatch book discount.

One Off Special Offers do not apply in addition to the trade discount or other offers.

Art Student Discount Codes are specifically for Art Schools. Cannot be used in conjunction with other offers or discount Codes.


Papermilldirect regularly run competitions. Standard terms for all competitions are as follows. The closing dates of competition will be clearly visible at the point on entering the competition, as will how to enter. Entry is open to residents of the UK except employees of Papermilldirect. The winners will be informed by the medium of which they entered (Facebook, Instagram or email) within 7 days of the closing date, and must respond within 28 days to claim their prize. Reasonable efforts will be made to contact the winner(s). If the winner(s) cannot be contacted, or are unable to comply with these terms and conditions, the Promoter reserves the right to offer the prize to the next eligible entrant drawn at random. The prize will be dispatch within 28 days of Papermilldirect receiving the winners address. Unless stated otherwise the winner(s) will be drawn at random from all correct entries received by the closing date stated within the promotional material. The entrant(s) must be aged 16 or over or have permission of a responsible adult aged 18 or over. All entrants must be willing to provide full name and contact details (This information is only used for delivering prizes, not for marketing or any other purpose. See our privacy policy below). Use of a false name or address may result in not receiving the prize. All entries must be made directly by the person entering the competition. Entries made online using methods generated by a script, macro or the use of automated devices will be void. No responsibility can be accepted for entries lost, delayed or corrupted, or due to computer error in transit. The prizes are as stated, are not transferable to another individual and no cash or other alternatives will be offered.


We make every effort to ensure that the images of the Products on our website are accurate. However, because of differences between monitors the colour you see of the Product may not accurately reflect its true colour.


We will take all reasonable steps to ensure that your credit or debit card information (Confidential Information) is kept secure. However, unless we have been negligent, we are not liable for any losses arising from unauthorised access by a third party to your Confidential Information.

Credit Card Security

When an order is placed on our website, credit card numbers are encrypted using an SSL security certificate issued by Comodo and securely passed to our payment provider World Pay. Papermilldirect do not have access to see your full card number and at no time is it stored in any format by us.


We guarantee your satisfaction.

Reaching Us

If you need to reach us, please email us using the link on the contact us page, alternatively, you can call on 01539 735252 (International +44 1539 735252) or write to us at Westmorland Business Park, Kendal, Cumbria, LA9 6NP, United Kingdom.

Privacy Policy

Papermilldirect (“we”, “our” or “us”) respect your privacy and appreciate your personal data is valuable. Our privacy policy summarises the information we might collect from you, what we will do with it and not do with it in compliance with the General Data Protection Regulation (GDPR) 2018.

The policy applies to all personal data (PD) we might collect whether that’s in person, by telephone or through online locations such as website. Use of our website (https://www.papermilldirect.co...) and any other sites that we operate is subject to your agreement with this policy unless a separate privacy policy has been provided.

We are committed to protecting your privacy, while providing you with the best service available. Our privacy policy sets out how we will deal with the information we receive about you and is subject to the conditions of use.
By using this site, you agree that you do not object to us contacting you for any of the reasons outlined here and that you do not consider this to be a breach of your rights under the Telecommunications (Data Protection and Privacy) Regulations 1999.

What information do you collect and how do you obtain it?

We collect information from you when you register on our site and when you make a purchase from us (Personal Information). We use your Personal information to:

  • process your orders
  • contact you if there are any queries in relation to your orders
  • for statistical purposes to improve this website and its services to you
  • administer this website
  • tell you about products or special offers that we think may be of interest to you

What do we do with your personal data?

It’s always up to your whether you wish to provide us with your personally identifiable information. Personally identifiable information includes:

  • Your name, company, email address, phone number and company address
  • Any account details that you might provide us with
  • Your computers IP address indicating where your computer is located on the internet

If you provide us with personal information, we will not:

  • Sell or rent it to a third party without your permission
  • Disclose your personal data unless required for reasons by law.

We need to be able to share your information with certain third parties such as delivery companies and payment processors to be able to fulfil your order. In addition, where you've given your consent to be contacted for marketing purposes, your personal data will be stored securely by our email marketing service provider.

Where do we store your personal data?

Any information you provide us will be securely stored on servers that we access through our third party suppliers, all of whom we believe to have a clear commitment to upholding the requirements of GDPR. Where possible, we will choose to store personal data within the UK or EEA, however the nature of such online services may mean that your data is held outside of the UK and the EEA. We’ve provided details of service providers we use with links to their privacy policies below.


We take appropriate measures to ensure the continued security of our computer network and operating systems.

Our sites may also be linked to websites operated by third parties. These links are meant for your convenience only. Links to third party sites do not constitute endorsement on the part of Papermilldirect of those sites and we are not responsible for the privacy practices of the owners and operators of those sites. We encourage you to review the privacy policies and practices on each site before you submit any personal information.

Returns Policy

We are always here to help. If you are not completely satisfied with your purchase, simply return it within 14 days, unused and in its original packaging for a prompt replacement, exchange or refund.

We regret that unless the goods are faulty we are unable to refund any post & packing charges. More information is on our Delivery & Returns page.


Our cookie policy is applicable to all websites and services that we operate.

What Are Cookies?

A cookie is a small anonymous file which is placed on your computer's hard drive and will typically fall into one of the following categories:

  • Functional cookie - essential for the site to work
  • Performance cookie - not strictly required, but helps us analyse how well the site works or how it is used by visitors
  • Targeting cookies - non-essential cookies, typically used for marketing purposes

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer, however this may prevent you from taking full advantage of the website. In addition, you can delete all cookies from our website by following the instructions for your browser.

Cookies do not give us access to your computer or any information about you. For further information about cookies, you may like to visit www.allaboutcookies.org.

Which Cookies We Use

The tables below list which cookies we use and what they are used for.

Functional Cookies

Our website content management system (CMS) makes use of functional cookies. These are anonymous values that cannot personally identify you; neither do they 'follow' your online activity but are required for you to use our website.

Cookie NameCookie DurationDescription
CraftSessionIdSession (until the browser is closed)Craft relies on PHP sessions to maintain sessions across web requests. This cookie will expire as soon as the session expires.
<number>commerce_cookie3 monthsA unique, anonymous reference number that associates your browsing session with your basket. This allows you to return to the site any time within 3 months to resume shopping with the items in your cart.
<number>usernameSession (until the browser is closed)If you login to your online account with us, this cookie will be set which allows you to stay logged in, until you log out.
Performance Cookies

Like most websites, we use Google Analytics (GA) and collect anonymous visitor information through Google Tag Manager (GTM). We use this to see how many people use our website and better understand how they find and use our web pages. Neither GA or GTM collects data that can personally identify you from your visit to our site, however we consider Google to be a third party data processor. You can stop GA from tracking any part of our website by disabling cookies in your web browser.

We may also use other analytical tools which use cookies, as detailed in the table below.

Cookie NameCookie DurationDescription
_gid24 hoursHolds a unique value to distinguish between users.
_gat_UA-4531865-21 minuteQueues requests send to Google Analytics
_ga2 yearsIncluded in each page request and used to calculate visitor session and campaign data for the site's analytics reports.
_hjIncludedInSampleSession (until the browser is closed)This session cookie is set to let Hotjar know whether that visitor is included in the sample which is used to generate Heatmaps, Funnels, Recordings, etc.
Targeting Cookies

These cookies are placed by us for third-party advertising networks, which may use information about your website visits to develop a profile of your interests. This information may be shared with other advertisers and/or websites to deliver more relevant advertising to you across multiple websites.

Cookie NameCookie DurationDescription
Facebook PixelMaximum 180 daysTells Facebook which pages you've viewed on papermilldirect.co.uk. It also tells us when you've bought something as a result of clicking on one of our adverts.
Google Adwords Remarketing Tag30 daysAllows our adverts to appear on sites you might visit, after you've visited papermilldirect.co.uk
Other Cookies

Our site uses social plugins to connect with social networks, such as You Tube, Facebook and Twitter. If you are signed in to these services, these cookies are set by the respective sites and are not the responsibility of papermilldirect.

Other Tracking Tools

We may use other tracking tools on our website that collect information about how you use our site and the pages you visit. None of these tools will allow us to identify your personal data unless you specifically provide this to us using an online form. Data that might be collected by these tools includes (but is not necessarily limited to):

  • Your device type, operating system and browser type
  • Your device screen resolution
  • Your country
  • Mouse events
  • Keypresses
  • Referring URL and domain
  • Pages visited
  • Date and time pages were viewed

Our website hosting

Our website is hosted by Digital Ocean within a London based data centre. All website traffic is encrypted and delivered over https, stating our company name in the browser address bar.

Digital Ocean is a US based company and are a third-party data processor.

Email Newsletters

If you choose to sign up to receive our email newsletters, we’ll forward your email address to Mailchimp who provide us with email marketing services. We consider Mailchimp to be a third party data processor.

Your email address will remain within Mailchimp’s database for as long as we continue to use their services, or until you specifically request to be removed from our mailing list. Each email we send will include a ‘one click’ unsubscribe option that will instantly remove you from the mailing list.

Consent to receive marketing communications

Whenever you submit personal data to us, we will not send you unsolicited marketing communications (either by email or offline) without your consent. You will only be added to our mailing list under the following circumstances:

  • You’ve given us personal data and explicitly indicated (“opted-in”) to receive marketing communications from us;
  • You’re a customer of ours and we need to keep you informed about changes that may affect the services we provide you.

Third Party Data Processors

We may store your data on servers provided by third party vendors, or through services who process personal data on our behalf. These third parties may be based outside the UK and we are satisfied that their own privacy policies meet the requirements of GDPR.

Specific services might include:

  • Our customer relationship management system (CRM)
  • Our email platform
  • Digital marketing tools such as website analytics

Named third party providers and their respective privacy policies are:

Data Breaches

In the event of a data breach, either through our own storage or that of third parties, we will report this to the Information Commissioners Office and relevant individuals within 72 hours of it being identified.

Your right to access your personal data

You’re entitled to be able to request details of the personal data we hold about you without a fee. Please contact admin@papermilldirect.co.uk with details of your request and we’ll respond as soon as is reasonable possible.

Registered office: Papermilldirect, Westmorland Business Park, Kendal, Cumbria, LA9 6NP

Changes to our policy

We reserve the right to amend our policy from time to time in line with new legislation or best practice. We will not explicitly inform you of changes to our privacy policy, so recommend you check this page occasionally for specific details.