Delivery & Returns

Delivery and Returns

Below you’ll find lots of useful information about delivery and returns. If you still have any questions, just get in touch!

Dispatch Times

Orders will be dispatched within 1 to 2 business days of ordering.

Estimated Shipping Times

The following are estimates only, I cannot guarantee delivery times.

United Kingdom: 1 to 3 business days

Europe: 1 to 2 weeks

North America: 1 to 3 weeks

Rest of World: 2 to 3 weeks

Actual delivery time will also depend on the shipping method you choose; with tracked delivery providing a faster service than standard delivery (see ‘Shipping Options and Providers’ for more information).

For information regarding delivery delays and lost items, please see ‘Where’s My Order?’.

Customs and Import Taxes

Customs and import taxes may potentially apply. I have no way to advise you on these charges, and am also not responsible for paying them; it is your responsibility to pay for any customs and import taxes that may apply. You should be able to get guidance from your domestic customs service as to what charges to expect.

I’m not responsible for delays due to customs.

Payment Options

See my Payments page for details.

Wrapping Paper - Folded or Rolled?

All wrapping paper purchases (except for wrapping paper rolls) are sent folded as standard. However, there is an option in your Cart to upgrade shipping to cover the additional cost of having your paper sent rolled in a postal tube. See the next section, ‘Shipping Options and Providers’ for full details.

Shipping Options and Providers

Standard Delivery

‘Standard Delivery’ is automatically selected for all orders – this is an untracked, non-priority service.

UK customers will have their orders sent via Royal Mail First Class post.

International Customers will have their orders sent via Royal Mail International Standard Airmail.

Tracked Delivery

Tracked delivery is available for orders shipping within the UK, as well as those heading out to much of the rest of the world. If you would like to add tracking and priority handling to your order, simply select the ‘Tracked Delivery’ shipping option whilst in your Cart.

N.B. there are several countries to which tracked shipping is not possible. If the ‘Tracked Delivery’ shipping option is not visible in your cart, then yours is unfortunately one of those locations.

UK customers selecting the ‘Tracked Delivery’ option, will have their order sent via Royal Mail Next Day Special Delivery, Guaranteed by 1pm.

International customers selecting the same option, will have their orders sent via one of two different services, depending on their location:

  • Royal Mail International Tracked and Signed (available for Canada, New Zealand, Japan, USA and much of Europe).
  • Royal Mail International Tracked (available for Australia, and parts of Europe not covered by International Tracked and Signed).

N.B. Neither of these options are time-definite services, if you’re an international customer, and need your order by a specific, imminent date, then please contact me, so I can provide you with a quote for courier delivery.

Wrapping Paper – Folded or Rolled?

All wrapping paper sheet purchases are sent folded as standard. If you wish your wrapping paper sheets to be sent rolled, then select the ‘Rolled in a Postal Tube’ shipping option whilst in your Cart (this option is not available for gift wrap sets, where sheets can only be sent folded).

If you would like your sheets to be sent rolled and with tracking, select the ‘Rolled and Tracked’ shipping option when in your Cart.

All wrapping paper rolls are automatically sent rolled, therefore you do not need to select the ‘Rolled in a Postal Tube’ shipping option when purchasing them, or, indeed, when purchasing a combination of rolls and sheets.

Questions and Special Requests

If you have any questions or special requests regarding shipping methods, please do contact me, I’m always very happy to help, and will do my best to accommodate your needs.

Returns

Returns, Exchanges and Cancellations

I gladly accept returns, exchanges and cancellations.

Contact me within: 14 days of delivery

Ship items back within: 21 days of delivery

Request a cancellation within: 2 hours of purchase

Custom Orders

Custom or personalised orders, including cards to which I have added a greeting message upon your request – e.g. ‘Happy Birthday’ – cannot be returned or exchanged, unless damaged or defective upon delivery.

Conditions of Return

Unless the item is damaged or faulty, buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Safe return of the item, or proof of posting (whichever is supplied first) is required before a refund can be made.

Damaged or Faulty Items

Providing proof can be supplied of a damaged or faulty item – photographs and written explanation – you will not be required to post the items back, before receiving your refund.

Lost Items

See ‘Where’s My Order?’ for details.

Where's My Order?

The following provides detailed information about delivery estimates, and at what stage Royal Mail considers an order to be lost. However, if you have any concerns about the whereabouts of your order, at any time after its dispatch, please do get in touch – I’m always eager to resolve any issues customers may be experiencing.

UK Customers

UK customers should expect to receive their orders within 1 to 3 business days of dispatch; if you have not received your order within 5 business days of dispatch, please do get in touch so we can resolve the issue.

Royal Mail does not consider items sent by First Class Post to be lost until 10 working days have elapsed after the item’s due date. If an item is lost in the post, I will provide either a full refund, including original P&P charges, or will send an exact replacement, free of charge – whichever the customer prefers.

International Customers

Royal Mail provides the following delivery aims for international orders: Europe: 3 to 5 working days; Rest of World: 5 to 7 working days.

However, international delivery times can be notoriously unpredictable, and in my experience of shipping internationally over the past 5 years, I have found the following estimates to be more realistic:

Europe: 1 to 2 weeks

North America: 1 to 3 weeks

Rest of World: 2 to 3 weeks

With customs delays, extreme weather, and high traffic periods, such as Christmas, delivery can take even longer. Unfortunately, there is nothing I, nor the delivery service providers, can do to avoid these potential delays. For these reasons, Royal Mail does not consider items sent to Europe by International Delivery to be lost until 20 working days have passed since the items due date, and not until 25 working days have passed for items being sent to anywhere else in the world.

If you’re concerned about the whereabouts of your order, please do contact me so we can resolve the issue. As a general rule, if 3 weeks (21 days) have elapsed since your order was dispatched, and you have not received the item, then I’ll be happy to provide a full refund, including P&P charges, or send a replacement free of charge, whichever you prefer.

Failed Delivery

Please make sure that you provide me with your correct shipping address. If a package is returned to me because it could not be delivered due to an incorrect shipping address, or if you fail to claim your package from the sorting centre, I cannot be held responsible.

Under these circumstances, you will be responsible for the cost of re-shipping the package, should you still wish to have your order.

If you do not wish to have the package re-shipped, I will cancel the order. I will also cancel the order if your parcel is returned to me undelivered and you do not respond to notification of this within 3 working days. In both these instances, a refund will be issued for the value of the items ordered only. Original P&P charges, including any shipping upgrade purchased at the time of checkout, will not be refunded.

Any More Questions?

Please contact me if you have any questions regarding your order, I’m always happy to help.

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