Frequently Asked Questions

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.

We aim to dispatch all of our orders within 1 working day of receiving them.

All of our orders are sent with a tracked service as standard for that extra peace of mind. You will receive a tracking link in your dispatch email.

If you selected a Royal Mail service (standard & free UK delivery, UK Saturday delivery, all Highlands & Islands orders, all international orders) you can track your order below.

If you selected UK Next Working Day delivery, track your order below.

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.

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.

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.

You have a narrow window to cancel your order, as we can dispatch items as quick as 2 hours from receiving your order! Please contact us immediately if you’d like to cancel your order.

If your order has been dispatched, unfortunately it’s too late to cancel and your order will be delivered as scheduled. If unwanted items are delivered, you can:

• Return unwanted non-personalised items up to 90 days after purchase. Find out how to make a return.
• If your items are personalised, unfortunately they cannot be returned unless the product itself is faulty.

If the item(s) arrived damaged, please contact us immediately to discuss your options. We do not want to leave customers disappointed and will do all we can to resolve the issue.

If you are experiencing another delivery problem, before getting in touch please check the following:

• Your order dispatch email to track your order with the courier. You can do this by clicking the button/link within the email.
• Checking a ‘missed delivery’ card hasn’t been left at the delivery address, and that your neighbours or safe delivery places do not have the parcel.
• If you’ve received an email from us or the courier with delivery updates.
• You’ve waited 5 working days from receiving your dispatch email.

If you’ve checked the above and still require help, please contact us and we will contact the courier on your behalf.

Royal Mail have announced they are the UK’s greenest delivery company for letters and parcels. They have the lowest emissions per parcel (about half that of their UK competitors)*, and two thirds of their items are delivered on foot** by 90,000 posties walking over a billion steps every single day.

They’re also committed to net zero by 2040; here’s how:

• Reducing the use of domestic air freight and using rail instead
• They have the largest electric fleet of any major UK parcel operator: 4,000 vans, growing to 5,500 by spring
• They’re committed to 100% renewable electricity
• Their target is 50gCO2e per parcel delivered: a 75% reduction on today’s average
• They’re also calling for industry-wide reporting on gCO2e per parcel so customers can make informed choices about their carbon footprints

* When measured in terms of the CO2e emissions per parcel reported by the UK parcel delivery companies who currently publicly report these statistics. ** Includes park and loop deliveries.

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 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.

To return your order, please complete our easy-to-use form.

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

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.

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.

We advise that you complete our returns form and make another order. We will issue your refund as soon as we receive your original parcel.

You have 90 days to return unwanted items that are unused and in their original condition (excluding personalised items) with proof of purchase (i.e. a receipt or order confirmation email). Please see our Delivery & Returns and Terms & Conditions pages for further information, or contact us.

We’re sorry to hear an item you’d love to purchase is out of stock.

• You have the option to sign up for an email notification when it comes back in stock on our website. Simply visit the product page and enter your email address in the ‘Notify me’ section. If the item is a particular size, colour or design, you’ll need to select this before entering your email address. This simply emails you as soon as we mark the product as in stock (you are not subscribed to our newsletter). You can do this multiple times if you’d like to subscribe to more than one out-of-stock item.
• Unfortunately our customer service team won’t be able to give you an exact date that an item will be back in stock, but they can give you a rough idea if you’d like to contact us.

Our journals and albums have been expertly bound together, and unfortunately cannot be refilled. We hope that our journals and albums will be used to remember special thoughts, ideas, and experiences, and that when your current one is full, you’ll treasure it for a lifetime – and maybe add another to your collection!

Yes! We only use unbleached, chemical free cotton salvaged from the waste of the Indian garment industry to make our khadda paper, and the rest of our handmade papers use only natural dyes for colouring.

You can buy our 250 clear adhesive photo corners, or you can use any spray mount or glue. A great sustainable option is washi tape, a paper tape that can be reused and recycled.

No, we do not use plastics or chemicals in any of our products.

The best pens to use are biros or gel pens, and watercolours look great! We don’t recommend the use of fountain pens.

Our Alia and Dia frames each come with a chain or ribbon for hanging the frames on the wall. Our multi photo frames have hooks on the back for hanging. All other frames unfortunately do not, but can be positioned on a flat surface using their stand, with either a portrait or landscape orientation.

Luckily for you, we’ve got a handy care guide with tips on how to prolong the life of your Paper High products.

All of our personalised products are only able to be personalised with a certain number of characters. This is due to either the size of the area to be personalised, or the limits of the heat embossing machine we use to personalise each of the products by hand.

We currently only have one uppercase font available, in 2 different sizes. If the font size is not offered as a choice on the product you would like to purchase, just contact us as soon as you place your order.

For more information, take a look at our personalisation page where we’ve explained the process and all your options in more detail.

Yes, we offer a gift-wrapping service on a selection of products. You can also purchase our beautiful handmade gift wrap and gift boxes to do this at home.

Yes, there is an option to add a gift message at the checkout stage. We will print the gift message on a recycled, textured A6 card with our branding at the top, and place it in your parcel along with the packing slip.

As standard, the price is never printed on the packing slip.

Yes! You can find our eGift Cards here. We don’t currently offer physical gift cards. You can find all terms and conditions regarding our gift cards in the product description.

You can check your gift card balance in the ‘Gift Card Balance’ tab in your account, or here if you don’t have an account with us.

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 have decided you would like to amend your order, please contact us.

If you would like to add another item to your order and we have not yet dispatched it, you can place an additional order and we will refund the postage cost.

If we have already dispatched your order, unfortunately we will be unable to amend it.

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Google Pay, Apple Pay and Klarna.

After adding your items to your basket, enter your discount code in the ‘Coupon’ box, and click on the ‘Apply Coupon’ button. The discount offer will then be applied to your order total.

Absolutely! We’ve partnered with PayPal and Klarna to offer more payment flexibility when ordering with us online. Find out more here.

You don’t have to open an online account with us to order, however it does make it easier for you to track your order(s) and save your details for a faster checkout experience.

We wanted to share the love, so we launched our very first loyalty programme in September 2023.

Instead of offering points or coupons like everyone else, we decided to do something that relates to our core company ethics. This means we give you the choice of either planting more trees, donating to one of our charity initiatives or getting money off your next order; all at no extra cost to you!

Don’t miss out on this unique programme. It really is worth signing up to our newsletter. Find out more here.

You share our ethics and we’re sure your friends do too.

Fill out this referral form and your friend will get 10% off their first order PLUS if they spend £25+, you’ll both get a £5 Paper High gift card!*

*Terms and Conditions apply

We will automatically email you 7 days after you placed an order on paperhigh.com with an invitation to leave us a review on Feefo.

However, if you’d like to leave us a review on another platform, we are also on:

• Trustpilot 
• Google

We welcome all reviews as it helps both our customers and us as a small Fair Trade company. We pride ourselves on excellent customer service, therefore if you experienced an issue with your order please contact us before leaving a review as we’d like the opportunity to work on a resolution.