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FAQ's

Do I need to set up an account to place an order?

You don't have to have an account to shop with us online. To buy without registering, simply use our express checkout.

Registering online does have it's advantages, here's some of them:

  • Make future purchases quicker as you will never need to fill in your account information again
  • Conveniently track your current order status and see your order history
  • Create reminders in your personal calendar for all your special occasions and we will email you two weeks before the event.

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I've forgotten my password

If you’ve forgotten your password, choose the 'forgotten password' link on the account login/register page. We will send you an email containing your password. We recommend that once you login you change your password immediately to ensure your information remains private and secure.

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I can't sign into my account?

If you are having problems signing in to your account, ensure that you are entering the correct email address and password for your existing account. If you continue to have problems logging in, try sending a 'forgotten password' reminder to your email address to ensure you have the correct email and password for login. For more help, get in touch as soon as possible.

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Is my information secure and private?

At Paperchase, we take care to protect your privacy and secure your information. We will not disclose your personal details to third parties.

We use SagePay to keep your information safe and inaccessible to other Internet users. For more information about how we ensure your information is secure and private, visit our security & your data page.

For all other information about Paperchase and this website, please visit our terms & conditions page.

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How do I make a purchase?

Once you have found the item(s) that you wish to purchase, select 'add to basket'. When you are ready to complete your order, click on the ‘view basket / checkout’ option, which is permanently on the top right of your screen - and then, ‘Checkout’. If you do not have a registered account with us, you will be asked to register here or to checkout without registering through the express checkout option. You will need to enter the details necessary to complete your order.

If you already have an account registered with us, you may be asked to login, and then proceed to the ‘Checkout’.

Ensure that all of your address, order and payment details are correct and then confirm your order.

If you have any questions on this process, or have any difficulties placing an order, please get in touch as soon as you can.

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What payment methods does Paperchase accept?

We accept the following credit and debit cards: Mastercard, Maestro, Visa, Delta and Visa electron. We also accept PayPal.

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Can I order over the phone?

You can order over the phone, get in touch first and our team will be happy to get back to you to place your order by phone.

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How do I redeem a eGift voucher, discount or special offer?

You can redeem your eGift voucher, discount or special offer in 'your shopping bag' on our website.

At present, gift cards bought in store can only be redeemed in store, and eGift vouchers bought online can only be redeemed online.

We currently run two separate systems for our store tills and our web store, but we are looking to integrate them so that we're able to offer one gift card which can be used both in store and online.

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How will I know you received my order & when will payment be deducted?

You will receive an order confirmation email, within 12 hours of your order being placed. If you have not received this email, check your junk mail filter. Alternatively, your order may be on hold, in which case you will receive an on hold email from us. Payment is taken at the time you place your order.

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How can I retrieve my order number?

In the ‘my Account’ area, you can view your current order or order history to find your order number. We also send an order confirmation email to the email address your account is registered to. This email includes your order number.

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Can I add items to an existing order?

No, because we aim to dispatch your order as quickly as possible, we do not allow you to add items to an existing order. The easiest way to add items it to create a new order.

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Can I cancel an order once it has been placed?

Your order can be cancelled up until the point that it has been dispatched in our warehouse. Get in touch if you need to cancel an order. If your order has already been dispatched, you can return it within 28 days of receipt.

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What are the delivery charges & how long will it take?

Paperchase does its best to provide a quick, safe and convenient delivery service to your front door or the delivery location of your choice, as quickly as possible.

Click here for more information about our delivery charges and timings.

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Can I change my delivery address after my order has been dispatched?

No. Once an order has been dispatched, the delivery address cannot be changed. This is because your order has already been packed and may have left our warehouse.

If you are not at the specified delivery address when delivery is attempted, the carrier should leave a ‘while you were out’ card. This card will give you the information you need to collect your parcel, or have it redelivered elsewhere.

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Has my order been dispatched yet?

When we dispatch your order, we will send a dispatch confirmation email to the email address which your account is registered to.

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Can I track my order?

Unfortunately Paperchase doesn't offer a tracking service.

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Does Paperchase dispatch to multiple addresses?

Yes. You can dispatch the same order to multiple locations.

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Which countries does Paperchase deliver to?

We currently deliver to the UK, Austria, Belgium, Denmark, France, Germany, Italy, Luxembourg, Monaco, Netherlands, Republic of Ireland, Spain, USA, Canada, Australia, New Zealand and Singapore.

Check back frequently as the list of international countries we dispatch to will increase over time.

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How do I return an item?

If you are not completely happy with your purchase you can return it to us by post within 28 days from the day the parcel is posted. You will be credited with the value of your returned product to your original method of payment. Please note, with the exception of faulty merchandise, we cannot accept the return of products that have been opened or used. For a full description of how to return products for a full refund, see our returns policy page.

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Can I return my online order to one of your stores?

No, all items that you purchase through www.paperchase.co.uk need to be returned back to us as instructed on our returns policy page.

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Can I return products purchased in one of your stores, to your warehouse?

No, store purchases can only be returned to one of our many stores. Please click store finder to find your nearest Paperchase store.

When we dispatch your order, you will receive a dispatch confirmation email. If there are any problems with your order, we will contact you by email as soon as possible.

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How can I find about job vacancies?

We often have several roles across different areas at Paperchase. Whether you're looking to join our Retail Management Team, Retail Sales Team or see yourself supporting the stores at our Head Office or Distribution Centre, we could have the perfect role. To find out more about working at Paperchase visit our careers page.

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Do you offer temporary sales assistant vacancies?

We do have temporary vacancies over the Christmas period. If you are interested in temporary a role, use our store finder to find your local Paperchase and apply in store today.

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Do you offer work placement/work experience?

We offer 'work experience' to students in our larger stores. Please contact your local Paperchase store if you are interested in applying for a role. We have very limited work experience in our Head Office.

If you would like to make a formal request you may do so at recruitment@paperchase.co.uk, your details will be kept on file for a period of 6 months in case something suitable should arise.

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Where's my nearest Paperchase store?

To find one of our stores simply use our store finder.

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Do you supply a mail-order catalogue?

As our ranges are extensive and continually changing we do not offer a catalogue.

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Can I send samples of greeting cards?

Please forward a small selection of samples and enclose a S.A.E. if the samples are to be returned to:

Greeting Card Buyer
Paperchase Products Ltd
12 Alfred Place
London WC1E 7EB

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Do you commission artwork?

Paperchase have an in-house design team and buy from trade shows and design studios which we have established relationships with. Unfortunately our design team do not accept design submissions.

If you would like to join the design team here at Paperchase, keep your eye on our careers section.

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Do you wholesale your products?

Paperchase does occasionally wholesale merchandise to other retailers or wholesale organisation, get in touch today with your request.

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Does Paperchase have franchise opportunities?

To learn more about franchising with Paperchase get in touch today.

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