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FAQs

 

ORDERS

How do I make a purchase?

Once you have found the item(s) that you wish to purchase, simply click on the ‘Add’ little bag icon below the image and the item will be automatically added to your bag. Alternatively, you can click on the product image or title to visit the product page and find all the information you may need. Once you’re happy, simply click on the ‘Add to bag’ button you see in this page and the item will be added to your bag.

Your bag is permanently on the top right of your screen and it’s constantly updated so that you can check it. You can continue shopping and add as many items as you want to your bag before checking out.

When you are ready to complete your order, click simply click on your bag (top right of the screen) and choose between ‘Shopping bag’ (if you want to see a summary of your order, or you’ve got a promo code/gift voucher to use) and ‘Secure checkout’ (if you prefer to skip the summary and proceed straight to the checkout process).

You can either checkout as a registered customer or as a guest:

Checkout as a registered customer:

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

Checkout as a guest:

If you do not have a registered account with us, you can choose if you prefer to register here or to checkout without registering through the ‘Checkout as a Guest’ option.

In both cases, you will need to enter the details necessary to complete your order (i.e. your delivery information and email address). 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, you can contact our customer service and they’ll be happy to help you. Simply click here to get in touch.


Can I order over the phone?

If you are unable to place an order on our website, please get in touch. Please make sure you have details of the items you require beforehand and our team will be happy to help you.


How will I know you received my order?

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


When will my payment be deducted?

Your payments will be taken when you place your order, just after we performed a security check.


How can I retrieve my order number?

When you place an order, we send an order confirmation email to the email address your account is registered to or to the email address you provided during the checkout process, if you don’t have a registered account. This email includes your order number, identified with # (example: # 100232578).

In addition to this, if you’ve got a registered account, in the ‘My Account’ area, you can check your ‘Order history’ to find your order number. For each order listed in the ‘Order history’ section, you can also see detailed information clicking on ‘view order’.


Can I add items to an existing order?

Unfortunately no, because we aim to dispatch your order as quickly as possible, we do not allow you to add items to an existing order. If you want you can try and get in touch and we’ll be happy to help you if possible, but please note that if the order has already been dispatched we won’t be able to change it either. In this case, the easiest way to add items is to create a new order.


Can I cancel an order once it has been placed?

Your order can be cancelled up until the point that it has been fulfilled in our warehouse. Get in touch if you need to cancel an order. If your order has already been fulfilled, unfortunately we cannot cancel it but you can return it within 30 days of dispatch.


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. If you have a eGift voucher or a Promo code you can enter them in the provided fields in ‘Your shopping bag’. If there’s a special offer online and your bag qualifies for that, it will automatically display in the ‘Your shopping bag’ area before proceeding to the checkout.

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.

Please note that if you received a eGift voucher and you’ve got an account with us, the amount will be automatically added to your credit once you insert it in the ‘My shopping bag’ area, and the amount displayed in the eGift voucher field will be zero, as it’s already been added.


How can I purchase a eGift voucher for someone else?

Purchasing a eGift voucher is very easy. You just need to click here and fill the form. You can choose any amount between 5£ and 200£, include your details and the recipient’s details, and also add a personalised message if you want.

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PAYMENTS

What payment methods does Paperchase accept?

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

For international orders, in addition to the above, we accept several local payment methods. You will be able to see them in the checkout page.


Are my payments secure and private?

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


When I place an order, when will payment be deducted?

Your payments will be taken when you place your order, just after we performed a security check.


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. If you have a eGift voucher or a Promo code you can enter them in the provided fields in ‘Your shopping bag’. If there’s a special offer online and your bag qualifies for that, it will automatically display in the ‘Your shopping bag’ area before proceeding to the checkout.

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.

Please note that if you received a eGift voucher and you’ve got an account with us, the amount will be automatically added to your credit once you insert it in the ‘My shopping bag’ area, and the amount displayed in the eGift voucher field will be zero, as it’s already been added.


How can I purchase a eGift voucher for someone else?

Purchasing a eGift voucher is very easy. You just need to and fill the form. You can choose any amount between 5£ and 200£, include your details and the recipient’s details, and also add a personalised message if you want.

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DELIVERIES

What delivery options do you offer in the UK?

There are different delivery options you can choose from:

  • Delivery to your home (or any other address of your choice)
  • Standard delivery: costs 2.99£ (free when you spend £25 or more) and delivers in 4-6 working days.

    Next Day delivery (via Yodel): costs £4.50 and delivers next day (order by 7pm Mon-Fri and by 3pm on Sunday).

    Premium Next Day delivery (via DPD): costs £5.50 and delivers next day (order by 4.30pm Mon-Thur).

    Morning Next Day delivery: costs £6.50 and delivers next day between 7am and 12pm (order by 7pm Mon-Fri).

    Nominate a Day delivery: costs £5.50 and delivers on your chosen day.

    Saturday delivery: costs £5.99 and delivers on your chosen Saturday.

  • Click & Collect
  • Have your parcel delivered to a Paperchase store of your choice: Standard Click & Collect costs £2.99 (free when you spend £20 or more).

    Have your parcel delivered to a Paperchase store of your choice: Next Day Click & Collect costs £4.50.

  • Collect +
  • Have your parcel delivered to one of 5,500 corner shops nationwide. Collect early until late and 7 days a week: costs £3.50 (free when you spend £30 or more) and delivers next working day.

    To check details for the different delivery options we offer simply click here.


    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.


    What happens if I’m not at home when you deliver my order?

    No worries. 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.


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

    Unfortunately 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.


    How can I check if my order has been dispatched yet?

    When we dispatch your order, we will send a dispatch confirmation email to the email address you provided during the checkout process or which your account is registered to. If the delivery option you selected allows tracking the parcel, this email will include a tracking number.


    Can I track my order?

    The possibility to track orders varies depending on the delivery option you choose, and also on size, weight and destination of the parcel.

    Tracking is not available for Standard Delivery and Click and Collect services (however for Click and Collect orders you’ll receive an email to advise you that your parcel is ready to collect in store).

    You can track all orders placed with Next Day delivery and Collect +. In these cases, the dispatch confirmation email will include a tracking code you can use to track your order. The tracking code format will differ depending on which courier will dispatch your order (see examples below).

    DPD tracking number: 14 digits number starting with 155 (i.e. 15500384012894)

    Yodel tracking number: 18 digits number starting with JD (i.e. JD0002256755000011)

    Collect + tracking number: 16 digits number starting with 8WX (i.e. 8WX110001217A074)


    Which countries does Paperchase deliver to?

    We currently deliver to the UK, Ireland, Europe, United States of America and most of countries in the rest of the World. You can see the full list of countries we deliver to by clicking on the flag icon on the top right corner of the page. If you need more information on International Delivery visit our Delivery page .

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

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RETURNS

How do I return an item?

If you are not completely happy with your purchase you can return it to us by post within 30 days from the day the parcel is dispatched. 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.


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

Yes, all items that you purchase through www.paperchase.co.uk can be returned back to a Paperchase store (excluding concessions, i.e. Selfridges and House of Fraser) as instructed on our returns policy page.


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.


ACCOUNT

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

No, you don't need to have an account to shop with us online. To buy without registering, simply use our ‘Guest checkout’ option.

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.

How can I create an account on Paperchase website?

Registering an account on our website is very easy. Simply go to the Account creation page and fill the form with your name and email address and choose your password.

Creating an account just takes 1 minute and you’ll never need to fill your details again. In the My Account section you can also access and edit your details, addresses and payment information, as well as checking your order history.


I've forgotten my password - how can I get it back?

If you’ve forgotten your password, choose the ‘Forgot your password?’ link on the account login/register page. We will send you an email containing a link to set up a new password.


I can't sign into my account - what can I do?

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.


How can I check my account details and information?

Checking your account details, addresses, order history, reminders and newsletter subscriptions is very easy. All you need to do is logging in with your email address and password, and proceed to the My Account section

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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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PRODUCTS

Do you wholesale your products?

Paperchase does occasionally wholesale merchandise to other retailers or wholesale organisation, get in touch today with your request. If you don’t hear from us in the following 2 weeks unfortunately your request was unsuccessful.


Do you supply a mail-order catalogue?

As our ranges are extensive and continually changing we do not offer a catalogue. We do sometimes print special seasonal catalogues (i.e. Christmas) and they can be found in our stores.


TREAT ME

Where do I get my Treat Me card from?

The Paperchase Treat Me card can be picked up, for free, in any of our stores (excludes concessions).

Visit our store finder to find your local store.

Note: Treat Me cards are currently not available to order online.


Where can I use my Treat Me card?

Your Treat Me card can be used in any of our high street and shopping centre stores (excluding concessions) and online on our website (you need to activate your card online first).


How do I earn my Treats?

Like we said, there are no points, just treats! Every time you spend in any one of our participating stores or online and use your Treat Me card, you'll move a little close to your next treat! Please note purchases of gift cards and stamps in store and egift vouchers online do not contribute towards the rewards earned.


How do I register my Treat Me card?

It's easy, click here to register your card.

Note: You can only register one Treat Me card per customer.


Where can I use the treat(s) I earn?

You can redeem your treats in participating stores (excluding Paperchase concessions in a department store) or online. Don't forget, you'll need to sign in to your account online to use them on the website. Click here to sign in.

In store, simply hand your Treat Me card to one of our sales team at the till point and they'll swipe your card for you to get your treat(s).


What treats do I get?

We don't want to spoil it for you all at once, but there are some treats which we can share with you:

  • 15% off instantly after your first purchase, to be used in store or when you activate your card online.
  • £5 off on your birthday - remember, we'll need your date of birth in order for you to qualify for a birthday treat.
  • Free Click & Collect (normally £2.99) when you spend £10 or more, to a participating store of your choice.
  • Free upgrade to next day delivery (via Yodel): free when you spend £25 or more, or at the same price of our standard service (£2.99) when you spend under £25.
  • £5 off your next purchase each time you spend £50 or more.
  • A free regular premium coffee each week when you make a purchase in one of our flagship stores and 10% off food when you display an activated Treat Me card.

Terms & Conditions apply.


Want to know more about Treat Me?

It's easy, just check our Treat Me FAQ page, contact our customer service or ask in one of our stores. They will be happy to help you.

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CAREERS

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.

If you would like to make a formal request you may do so at [email protected]


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.

If you would like to make a formal request you may do so at [email protected]


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 [email protected], your details will be kept on file for a period of 6 months in case something suitable should arise.


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


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.


Does Paperchase have franchise opportunities?

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

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