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Product Information

Introduction
All the paper we sell is manufactured by our own mill, James Cropper Speciality Paper Ltd, based in the heart of the English Lake District near Kendal. This enables us to offer paper and card of a quality and price that is unrivalled within the retail sector.

James Cropper Speciality Paper is the UK's only truly bespoke speciality paper manufacturer of any scale and one of the world's foremost makers of coloured paper selling into over 50 countries worldwide.

At James Cropper Speciality Papers conservation is part of the fabric of our organisation and something we have been committed to for generations.

Therefore our sustainability stewardship encompasses all aspects of the business, from sustainable fibre source, production efficiencies, and investment in alternative energy to waste management.


What is Pick 'n' Mix?
Pick 'n' Mix gives you the flexibility to fill a box with up to 5 products from our wide range of colours, weights and textures.

What are your Special Offers?
From time to time we are able to offer products at exceptional prices. The quality of such products is exactly the same as those in our Pick 'n' Mix range - the great price is possible usually because we want to make space in our warehouse!

What are your Limited Editions?
For some of our clients our speciality paper mill will make one offs and rarely repeated products. Occasionally we can make some of these products available to you. These products will be more expensive then our normal offerings, however you can be assured that you will be purchasing paper which is truly distinctive.

Do you always stock the same colours?
Within the Pick 'n' Mix palette we do hold a range of colours that we continuously stock.
However some shades within the range do change, reflecting the colours that are being manufactured by the mill. We therefore cannot guarantee that we will always be able to supply these particular shades. It is important to remember to buy sufficient quantities for your project needs.
For further information concerning stock please contact us and we'll be happy to advise.

What sheet sizes do you offer?

We stock the following sheet size range:

 Width mmHeight mm
A4210297
A3297420
A2420594
A1594841


All our paper and card is guillotined in house and is cut to the allowed tolerances of the Paper Federation guidelines of ISO 216 : ± 1.5mm for dimensions up to 150mm, ± 2mm for dimensions above 150mm up to 600mm, and ± 3mm for dimensions above 600 mm.

All our paper and card is produced in house and is manufactured to the allowed tolerances of ± 5% of grammage stated as per the General Trade Rules revised 1980

Do you supply Samples?
Yes, you may order up to 10 free* swatches of our paper and card. Click on the ‘Request Samples’ button on the Homepage. Samples are sent out within 3 days of ordering via Royal Mail

* + p&p

What is your range of Envelopes?
Our Envelopes complement our Pick ‘n’ Mix range and are available in the following sizes:
 Size mm 
C5229 x 162C5 can hold a piece of A4 paper folded in half or a piece of unfolded A5.
C6114 x 162C6 can hold a piece of A4 paper folded into quarters or a piece of A5 folded in half.
C781 x 114Ideal for RSVPs
Square146 x 146 
DL110 x 220DL can hold a piece of A4 paper folded into thirds or a piece of A5 folded in half.




I need more information about a product?
Please contact us either via email or telephone, see the 'Contact us' page.

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Payments

What cards do you accept?
We accept Visa (including Electron), Mastercard (excluding GE Money issued cards), Maestro (UK only) and Solo cards.

We don't accept cheques, AMEX or Diners cards.

Do you accept PayPal?
Yes

What currencies can I pay in?
At present we accept payments in £ sterling

Is it safe to order online?
Papermilldirect.co.uk is secure.

We realise how important it is to securely store any information that you provide, so we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

When you place an order you may see a box appear on your screen which displays some information from your bank. It may say "Verified by Visa" or "MasterCard Secure Code". You will be asked to provide some digits from the password you have saved with your card. This password is linked to your card and is checked by your bank as an additional security check to protect your card. It is not the same password that you used to login on our site.

You can tell whether a page is secure as 'https' will replace the 'http' at the front of the www.papermilldirect.co.uk in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.

I have a voucher code. How do I use it?
At the checkout you will be able to enter a voucher code for the appropriate discount to apply. Only one voucher may be redeemed per order . A minimum purchase price (inclusive of VAT) may be specified in the voucher. The voucher is redeemable on or before the expiry date specified in the voucher and may not be exchanged for cash.

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Problems with your order

I HAVE JUST PLACED MY ORDER

Can I change my order?
If you have placed your order and now wish to change it please contact us as soon as possible by telephone - 01539 818 488.
We will do our best to assist.

Can I cancel my order?
You can request that the order be cancelled and we will do our best to prevent the order being despatched. If your order has been despatched, you will need to return the goods (see I want to return an item.)

I HAVE RECEIVED MY ORDER

There is an item missing in my order or you have sent me the wrong goods
If there is an item missing in your order or you have received the wrong goods, please contact us and provide us with your Order Number and a list of products that were missing from the order or the details of the goods sent to you that were incorrect.

You must notify us within 48 hours of receiving the order that an item was missing. Otherwise we will assume that you have received all of the products that you ordered.

I want to return a damaged or faulty item
In the event you have received an item which is damaged or faulty, please email us with details within 48 hours of receipt via our Contact us page.

I want to return an item
Your rights to return goods are protected under the EU Distance Selling Directive.

You are entitled to cancel your order and return the goods within 7 working days for a full refund, including the cost of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed.

Any goods returned should be in saleable condition.



You have refunded the wrong amount
When we calculate the amount to refund you, we take into account:
- Any vouchers or promotions in the original purchase
- You have refunded an item which is damaged

If you think we have incorrectly calculated the refund amount, please Contact us and provide us with your Order Number and details of what you think the refund should be.

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If you are unable to find the answer to your problem please call us on 01539 818488.
Our office hours are Mon-Fri 9:00am - 3:45pm

Alternatively you can contact us via email and we will get back to you as soon as we can.

Or if you would prefer, please write to us at:

papermilldirect
Burneside Mills
Burneside
Kendal
Cumbria
LA9 6PZ