Your cart
Close Alternative Icon
10% OFF ORDERS OVER £25.00 USE CODE: PAPER10 *Excludes sale items. 10% OFF ORDERS OVER £25.00 USE CODE: PAPER10 *Excludes sale items.
Down Arrow Icon
Close Icon
Down Arrow Icon

Delivery & Returns

A Note On Covid-19 

COVID-19 Update 

**Please note some deliveries are taking longer than normal due to COVID-19 (staff Shortages and depot closures). Your patience and understanding is greatly appreciated at this time. Royal Mail do not class an item as lost until 10 days after the due date so please note we cannot refund or re-send orders until this time has past.

In rare circumstances International deliveries may take up to 4-6 weeks to arrive in Europe and up to 6-8 weeks for the rest of the world. This will not be the case for the overriding majority of orders especially within Europe.**

We try to upgrade parcels free of charge to a tracked service where possible however, if you want to guarantee a tracked service please select the tracked delivery option at the checkout.**

If you have any queries or concerns please email sales@thepaperparlour.co.uk.

 

Shipping And Handling 

All orders placed are shipped the next working day after placing your order & subject to payment card authorisation. Please note we do not dispatch any orders on a Saturday or Sunday. 

UK Delivery 

  • Card Standard Delivery (Singular): Standard Delivery is from £2.50| Expedited Delivery is £3.00
  • If you order 3x or more cards: Standard Delivery is from £2.35 | Expedited Delivery is £2.50
  • Cards Tracked Delivery: Standard Tracked Delivery is £3.50 | Expedited Tracked Delivery is £4.50
  • All other Standard Delivery items start at £3.50 (Tracked) and will arrive in approx 3-5 working days
  • All other Expedited Delivery items start at £4.50 (Tracked) and will arrive in approx 1-3 working day
  • All postage costs will be stated clearly at the checkout
  • FREE Super Saver Delivery is applied to all UK orders over £40.00 and will arrive in approx 2-5 working days
  • Royal Mail do not class an item as lost until 10 days after the due date so please note we cannot refund or re-send orders until this time has past
  • Deliveries to remote areas of Scotland, Northern Ireland, the Channel Islands and other offshore locations may take additional time for delivery
  • Once your order has been dispatched the delivery address cannot be changed
  • If you place multiple orders which are going to the same address they will be packaged in as few a packages as possible to save on the excessive use of packaging

    PRE-ORDER ITEMS (UK)

    Some of our items are available for Pre-Order. If an item is available for Pre-Order it will be clearly labelled as such. Please note if you place an order for a Pre-Order item along with other in-stock items the in-stock items will be delivered at the same time as the pre-order item. If the Pre-Order item is worth £40.00 and the in-stock items are worth £40.00 and you would like the in-stock items delivering first please contact us at sales@thepaperparlour.co.uk and we will arrange this for you (UK customers only).

     

    Europe & Worldwide Delivery 

    • We offer fast delivery to a wide range of global destinations
    • All postage costs will be stated clearly at the checkout
    • Delivery period will depend on local postal services, but will typically take from 7-14 working days from placing your order
    • If your order has not arrived within 7-14 days please contact us straight away
    • In very rare circumstances an order can take up to a maximum of 30 days
    • Once your order has been dispatched the delivery address cannot be changed
    • If you have any queries or concerns when placing your order please contact us at sales@thepaperparlour.co.uk.

    International Orders and custom charges

    Deliveries to non-UK addresses are sent by Royal Mail. You can chose from either the International Standard or International Tracked Service. Please note the International Tracked service is always at least £5.00 more expensive than the Standard service but will also cover you for loss and damage. These charges only include delivery; therefore customers will be responsible for import duties and local taxes. 

    Please note that customers outside of the UK may be required to pay local customs or duty charges; these are not included in your payment to us and we are not responsible for the payment of these fees. You may also be charged a processing fee relating to the handling of custom clearance and this is not included in your payment to us, but you are responsible for paying this in order to receive your order. We recommend that you familiarise yourself with your local laws in regards to these fees.

     

    PRE-ORDER ITEMS (Europe & Worldwide Delivery)

    Some of our items are available for Pre-Order. If an item is available for Pre-Order it will be clearly labelled as such. Please note if you place an order for a Pre-Order item along with other in-stock items the in-stock items will be delivered at the same time as the pre-order item. 

    Please view our terms & conditions for our returns and exchange policy.

     

    UK Returns
    Your rights to return goods are protected under the EU Distance Selling Directive. You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods. You need to notify us of your wish to cancel your order within this time period – by email (customersupport@thepaperparlour.co.uk). You then have a further 14 days from the date you notify us of your cancellation to return the goods. Your refund will be paid within 14 days. Under the Distance Selling Regulations, you are entitled to a full refund including the initial delivery charge if you return a product, or inform us that you want to return the product, within 7 working days.

    When contacting us please quote your full name and address and the order number supplied to you.  You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. We do not refund postage charges incurred in returning your item unless you are returning the item because we sent you an item incorrectly or it is faulty. This cancellation policy does not affect your rights when we are at fault - for example if goods are faulty or misdescribed. If the item is faulty please provide images of the fault when emailing us. Faults and/or damage should be reported within 7 days of receiving the order. 

    PLEASE MAKE SURE you check your item thoroughly before writing in it. If a fault is detected after an item has been written in we cannot accept the item back.

    If your item is not faulty it must be returned 'as new' with all product packaging intact for a full refund. We are unable to accept items for return once they have been opened or used.

    If your order is returned to us because you have given incorrect address information or if the parcel has been refused upon delivery you will have to pay a re-delivery fee/returns fee.


    If you have benefited from the Free Delivery on orders over £40.00 and you choose to return part of the order bringing the total of your remaining order under £40.00 you will be refunded minus £3.50 (Standard Tracked delivery fee).

    If you have benefited from a discount on your order and you choose to return part of the order bringing the total of your remaining order under the discount threshold your order will be refunded reflecting this and the discount will no longer be valid on your order.

    None of these terms affects your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

     

    Sale Returns - SALE ITEMS

     

    You can cancel Sale orders up to 14 days after receiving the order. You are responsible for returning the goods within 14 calendar days of when you cancel the order.

     

    Preparing an item for return

    To return an item please ensure it is returned 'as new' with all product packaging intact for a full refund. We are unable to accept items for return once they have been used or are missing the manufacturer's packaging. The item must be packaged securely and in the same type of packaging in which it arrived. If an item is damaged on its return journey to us due to poor packaging we will not be able to refund the order. Please do not package items in bubble lined envelopes, unfortunately, this type of packaging does not protect items from getting crushed or bent on their return journey.

    Please pack a copy of your original invoice details, if you don't have your original invoice to hand please write your name, full address, and email address clearly on a separate piece of paper. Include this with your return so that we can trace your original order. and pay the postage costs. Please pay the postage costs and request proof of postage from your chosen delivery service. Items are your responsibility until received by us so we recommend you use a recorded delivery service and package the item well.

    Please send all returns to:
    The Paper Parlour
    11 Belmont Farm
    Cliff Road
    Hessle
    HU13 0HB

     

     

    International Returns

    Your rights to return goods are protected under the EU Distance Selling Directive. You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods. You need to notify us of your wish to cancel your order within this time period – by email (customersupport@thepaperparlour.co.uk). You then have a further 14 days from the date you notify us of your cancellation to return the goods. Your refund will be paid within 14 days. Under the Distance Selling Regulations, you are entitled to a full refund including the initial delivery charge if you return a product, or inform us that you want to return the product, within 7 working days.

    When contacting us please quote your full name and address and the order number supplied to you. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. When returning an item from another country please note the customer will have to pay the returns fee at their local post office. We do not refund postage charges incurred in returning your item unless you are returning the item because we sent you an item incorrectly or it is faulty. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed.  If the item is faulty please provide images of the fault when emailing us.  Faults and/or damage should be reported within 7 days of receiving the order. 

    PLEASE MAKE SURE you check your item thoroughly before writing in it. If a fault is detected after an item has been written in we cannot accept the item back.

    If your item is not faulty it must be returned 'as new' with all product packaging intact for a full refund minus the delivery charge. We are unable to accept items for return once they have been opened or used.

    If your order is returned to us because you have given incorrect address information or if the parcel has been refused upon delivery you will have to pay a re-delivery fee/returns fee.

    None of these terms affects your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

     

    Sale Returns - SALE ITEMS

    You can cancel Sale orders up to 14 days after receiving the order. You are responsible for returning the goods within 14 calendar days of when you cancel the order.

    Preparing an item for return
     
    To return an item please ensure it is returned 'as new' with all product packaging intact for a full refund. We are unable to accept items for return once they have been used or are missing the manufacturer's packaging. The item must be packaged securely and in the same type of packaging in which it arrived. If an item is damaged on its return journey to us due to poor packaging we will not be able to refund the order. Please do not package items in bubble lined envelopes, unfortunately, this type of packaging does not protect items from getting crushed on their return journey.
    Please pack a copy of your original invoice details, if you don't have your original invoice to hand please write your name, full address, and email address clearly on a separate piece of paper. Include this with your return so that we can trace your original order. and pay the postage costs. Please pay the postage costs and request proof of postage from your chosen delivery service. Items are your responsibility until received by us so we recommend you use a recorded delivery service and package the item well. 
     
    Please send all returns to:
    The Paper Parlour
    11 Belmont Farm
    Cliff Road
    Hessle
    HU13 0HB


    Cancelling an order

    If you wish to cancel an order which has not yet been dispatched please contact us via email straight away customersupport@thepaperparlour.co.uk

    Failed Deliveries | Return to Sender

    In the event of an incorrect address being entered when placing your order or if the order has been refused in error upon delivery there will be a re-delivery/returns fee. This fee will be charged at our most basic rate for customers who selected the Free Standard delivery (£2.95). If you have chosen a Tracked or Expedited service the original delivery fee charged will apply. If you choose to cancel the order you will be refunded minus these amounts (depending on the service chosen). 

    Packaging

    We use Environmentally friendly natural packaging peanuts which are 100% biodegradable and fully compostable, and manufactured from annually renewable sources. The protective chips are designed to mould around products and settle immediately when placed in the box preventing the goods from dropping to the bottom of the carton.

    ​​ ​ ​