Can the journals and albums be refilled?

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!

Is the paper acid free?

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.

How do I fix photos into the album?

You can find the option to add 250 clear adhesive photo corners to your album for £2.50 on the product page, 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.

Are there plastic sleeves on the pages?

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

What’s best to write/draw on the paper?

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

Can the frames be hung on the wall?

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.

How do I look after my product?

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

Can I have more characters?

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.

Do you have other fonts or sizes?

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.

My question hasn't been answered here.

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

Do you provide a gift-wrapping service?

Unfortunately, we do not offer a gift-wrapping service. You can purchase our beautiful handmade gift wrap and gift boxes to do this at home.

Can I leave a gift message?

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.

Will the price be shown on the packing slip?

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

Can I cancel my order?

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 cancel your order, please contact us. If we have already dispatched your order, unfortunately we will be unable to cancel it, but you can return your parcel once it has arrived.

Can I amend my order after it’s been placed?

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.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, Amex, JCB, Discover, and Diners Club), Google Pay, PayPal and Klarna.

How do I use a discount code?

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.

Do you sell gift vouchers?

Unfortunately, we do not offer gift vouchers at this time.

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.

Where’s my order?

We aim to dispatch all of our orders within 2 working days 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 to your email when your order is dispatched.

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 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

United Kingdom

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