How much will shipping cost?

The easiest way to find this out is to add the products you love to your cart, where the applicable shipping options will be shown.

All orders are tracked as standard for extra peace of mind.

For UK orders:

UK Standard: Delivered within 2-5 days – £1.95 or £3.95 depending on the items in your order. Orders over £40 qualify for free standard delivery.
UK Next Working Day: Order before 3pm – £6.95
UK Saturday: Order before 3pm on Friday – £9.95

For international orders:

Europe: £7.95, £9.95, or £14.95 depending on the items in your order.

Rest of the world: £7.95, £10.95 or £17.95 depending on the items in your order.

All international orders may take up to 14 days to be delivered.

Where’s my order?

We aim to dispatch all of our orders within 2 working days of receiving them.

As standard, your order will be sent with a tracked service for extra peace of mind.

If you selected a Royal Mail service (standard UK orders, Saturday delivery UK orders under 1kg, all Highlands & Islands orders, all international orders) you can track your order here:

Track my Royal Mail Parcel

If you selected a DPD service (next working day UK orders, Saturday delivery UK orders over 1kg) you can track your order here:

Track my DPD Parcel

If you’re unsure about the tracking information provided, and there isn’t a known disruption to the Royal Mail or DPD service, please contact us.

Can I leave delivery instructions for the courier?

Unfortunately, Royal Mail do not give us an option to add a delivery note, but if you contact us with the instructions you would like to pass on, we can write it on the front of the parcel. In our experience, they will follow these instructions, but we are unable to guarantee it, so it might be worth leaving your postie a note or letting them know if you won’t be in.

If you have selected a DPD service for your order we can pass on delivery instructions to the courier, so please let us know by getting in contact with the info above.

Can I amend the delivery address?

We aim to get your parcels out as soon as possible, so in quieter periods the dispatch time can be as quickly as just a couple of hours. As soon as you know you would like to amend the delivery address, please contact us.

If we have already dispatched your order, unfortunately we will be unable to amend it. If the address does not exist, or it is refused by the address given, it will be returned to us by the postal service, after which we will contact you. Unfortunately, we cannot give an estimate as to how long it will take to be returned to us.

Will I be charged customs fees?

Unfortunately, due to the UK having left the EU, all orders delivered outside of the UK are now subject to customs fees. We are unable to advise exactly how much this will be for each order.

What is your return policy?

We are a Fair Trade company and we want everyone to enjoy our products as much as we enjoy selling them, and as much as our producers enjoy making them! However, if you have any issue with your order, we will aim to solve it as soon as possible.

Please note that as they are handmade products, there will be some variation in their patterns and colours, and the items you receive may look slightly different to our photos. We love the fact that this means you get a unique product, and we hope you do too.

We are happy to offer our customers a 90 day no questions asked return policy for any products (unless personalised), providing the products are in the same condition as they were received, and are still in the original packaging.

Buying online means that you are also covered by the Consumer Contracts Regulations (previously the Distance Selling Regulations) and are entitled to 14 days to send the goods back for a full refund if you are unhappy with them. More detailed information about your this and your consumer rights can be found on the Which website.

How do I return my order?

To return your order:

  1. Please contact us to let us know that you will be returning your item(s).
  2. All products should be returned unused and in their original packaging. Please include the return form or the original packing slip inside the packaging, or just a note detailing your name and order number.
  3. Using your preferred service, send to:

Paper High

Unit 1, Delanair Estate

Brooks Road

Lewes

East Sussex

BN7 2BY

And please ensure you obtain proof of postage!

  1. As soon as we receive your return, we will be in contact with details about your refund or replacement.
Are there items I can’t return?

Unfortunately, personalised items cannot be returned, unless the product itself is faulty.

Do I need to pay for my return?

Unless there is a fault with the item, we are unable to bear the cost of the return. Second class postage is fine, but we ask that you retain proof of postage in the case that the parcel gets lost in transit.

When will I receive my refund?

As soon as we receive and process your return, we will issue you with the appropriate refund. This leaves our account immediately but may take 3-5 days to reach yours depending on your bank.

Can I exchange a product instead?

If you have already received your parcel, we would advise that you return your parcel to the address stated above, and make another order. We will issue your refund as soon as we receive your original parcel.

Didn’t find the answer?

Our team are happy to help.

Contact us