Postage & Delivery
PaperStory accepts orders for delivery to UK postal addresses within England, Wales, and Scotland only. We are unable to accept orders from Northern Ireland (due to the Windsor Framework) or any address outside of England, Wales, and Scotland.
How We Send Your Order
All orders are carefully packed in high-quality recycled boxes. We dispatch orders Tuesday to Saturday at 9am using Royal Mail Tracked 48 as standard.
Once your order has been placed, you will receive a confirmation email. A second email with your tracking number will follow once your order has been dispatched.
Please note: some items are held exclusively at our shop. In these cases, your order will be collected at our earliest opportunity, within shop opening hours.
Dispatch Times
We are a small independent business and aim to dispatch the majority of orders within 1–2 working days. Please allow additional time for the following:
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Wool bundles – Due to the labour-intensive nature of gathering and packing wool, please allow up to 5 working days for dispatch.
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Individual sheets of paper & mixed paper packs – These require additional picking and packing time. Please allow up to 2 working days for dispatch.
Please note: Orders placed between 4pm Friday and Monday will be dispatched on Tuesday at the earliest.
Delivery Time Guidelines
The following are guidelines only. Delivery times may be affected by inclement weather, strike action, or other factors outside our control.
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Royal Mail Tracked 48 – Royal Mail aims to deliver within two working days, though this is not guaranteed. Please allow additional time for packing and dispatch.
Free Delivery
Spend £80 or more to qualify for free standard delivery. If an order is split at the customer's request — for example, if certain items are needed sooner — free delivery applies to one shipment only. A standard delivery charge will apply to any additional shipments.
Bladed Items — Important Information
Bladed items are sent via Royal Mail Special Delivery with age verification. You must be over 18 and available to receive the parcel in person.
- You may be asked to provide identification to confirm you are over 18.
- If delivery is attempted and you are not available, the parcel will not be left in a safe place — this is a legal requirement.
- You will need to collect the parcel from your local post office in person.
- If an age-verified parcel is not collected, it may be treated as abandoned. Please refer to our Returns Policy for information on charges that may apply.
It is a legal requirement to be over 18 to purchase and receive bladed products.
Deliveries to Rural Scotland & Island Communities
On rare occasions, deliveries to rural Scotland or island communities may incur an additional delivery charge. We will contact you as soon as possible to discuss your options. If you would like a quote before placing your order, please contact us at support@paperstory.co.uk or call 01362 350530.
Order Acceptance — England, Wales & Scotland Only
We are unable to accept orders from outside England, Wales, and Scotland, including orders placed using a third-party forwarding service that intends to send goods outside of these regions. This policy is in place due to safety, security, insurance, and export regulations.
Breach of conditions: If an order is placed outside of England, Wales, and Scotland — whether via a third-party forwarding service or by providing a manipulated delivery address — a cancellation fee of £10 will be applied, plus any additional costs incurred by PaperStory.
Please Check Your Delivery Address
Please ensure your delivery address is correct at the time of placing your order. Address details are transferred automatically to Royal Mail or our courier and cannot be amended once an order has been fulfilled. If an incorrect address is provided and the parcel is returned to us, a redelivery fee will apply.
Missed Deliveries & Collection
If a delivery is attempted and you are not available, your parcel will be taken to your local post office or collection point. Please check your letterbox for a delivery notification card, or use your tracking number to arrange redelivery.
Customers must respond to any attempted delivery notice within seven (7) days to arrange collection or redelivery. Failure to do so may result in the parcel being treated as abandoned.
Please also check whether your item has been left with a neighbour or in a safe place before contacting us.
Lost Parcels
After 10 working days from the expected delivery date, Royal Mail will consider a parcel lost and we can submit a claim. Only at this point can we process a replacement or refund. Please note that this period is extended during public holidays and periods of industrial action; strike days are not counted as working days.
To support a missing parcel claim, we will ask you to confirm in writing that the parcel has not been received. If the parcel subsequently arrives after a refund or replacement has been issued, the original order must be returned to PaperStory. Claims cannot be processed where an incorrect delivery address was provided.
If you would prefer us to use an alternative courier, please get in touch and we will be happy to provide a quote.
Abandoned Parcels
If a parcel is returned to PaperStory due to non-collection, we will contact you to arrange redelivery. A re-postage fee will apply. If you choose to cancel your order following non-collection, the return postage cost incurred by PaperStory will be deducted from any refund due.
Returns
Please refer to our Returns Policy for full information on how to return an order.
BFPO Deliveries
Postal rates for BFPO addresses may vary depending on the total weight and size of your parcel. Please contact us before ordering if you would like to discuss this: admin@paperstory.co.uk.
Contact Us
support@paperstory.co.uk
PaperStory
Bluebell Square, Bawdeswell Garden Centre
Norwich Road, Bawdeswell
Dereham, Norfolk
NR20 4RZ
