Terms & Conditions

Dispatch

We aim to dispatch ALL orders by the end of the next working day.

PLEASE NOTE some items (eg fabric felt, felt banners, handmade items) can take longer - the delays are all in the item details. 

They apply when we are very busy, but we always aim dispatch as soon as we can .

Postage

We will post your order with Royal Mail.  Very large/heavy orders will be posted with Parcelforce.

NEXT DAY UK delivery can only be provided on orders placed before 9am 

Overseas courier orders are sent with a variety of couriers (eg UPS, DHL, FedEX)

We will send you a system email when your order has been dispatched - if you have selected a tracked option your tracking details will be in this email.

Address 

It is the customer's responsibility to provide us with the correct postal address.  We do not (and cannot) check every single postal address.

We highly recommend that orders being sent to a mail forwarding company, PO box or Armed Forces address are sent with a tracked service (please select the correct option at the checkout)

Undelivered Mail

If your parcel cannot be delivered (because no one was home) and it is not collected from the sorting office, it will be returned to us (this can take weeks & weeks)  We will re-send the parcel to you but postage charges will be applied.  If it is not delivered because an incorrect address was provided we will not be responsible for replacing the parcel.

Scissors

By purchasing scissors you are confirming you are over 18.

Customs:

Orders can be held in customs in your country for as long as they need to check the parcel - this is out of our hands and may result in a delay in your order getting to you. Therefore we offer no guaranteed delivery date on any orders. Order may be subject to customs charges in your country, payable by yourself. You must make sure the item/s you want to purchase are allowed to enter your country before purchasing, we not liable if your order gets destroyed/sent back to us and we will pass on any return fees to you via invoice.

If you are not available when delivery is attempted and your parcel gets returned to us, we will either refund you (less shipping charge), or re-send the parcel, but you will be sent an invoice for the shipping charge, and only once this is paid will we re-send your order.

Out Of Stock 

Our website controls all of our stock, it is generally very very good but sometimes we have the odd hiccup and we sell something that we no longer have.  We try our upmost to not let this happen, but if/when it does we will refund the item in full. without contacting you and send the rest of the order as normal.

LOST MAIL:

We post a lot of parcels.  It is very very rare that a parcel gets truly lost.  Some do get delayed for no reason, some do get delivered to neighbours without your knowledge, and some do sit in the sorting office awaiting collection, again, without your knowledge.

Royal Mail are pretty fantastic, but sometimes things can go a little *wonky*

PLEASE be aware that we will not know where your parcel is unless you have chosen a tracked option at checkout.

UK: Royal Mail won’t consider an item of mail to be lost until 15 working days have passed from the date it was due to be delivered.

EU and Rest of World: Royal Mail cannot accept a claim for loss unless at least 20 working days (for items posted to EU) or 25 working days (for items to the rest of the world) have passed from the due delivery date.  We send all non-UK orders tracked to protect your parcel.

Working days are Monday-Friday and exclude weekends and Bank holidays. We cannot class an item as lost until this time has passed. Please contact your neighbours and local sorting office first as your parcel could be with them..

Mistakes with your order

If you receive your parcel and all is not as it should be please contact us.

When parcels are packed we tuck things in to protect them - so a pack of buttons might be inside your felt pack...please double check before contacting us :-)

If something is missing or not correct we will normally ask you for a photograph so we can double check what we have sent you and then we will rectify the problem.

We are a team of two people:  John cuts and prepares all of the felt, glitter & fabric felt and Sarah prepares all the fabric, ribbons, buttons, haberdashery and picks the felt/fabric/glitter for your order.

We have a good system in place and we're good at it!  BUT we have made mistakes and we are only human - we get annoyed if we do make a mistake (annoyed with ourselves) and we may ask you a few questions - simply so we can understand how we made a mistake so we don't do it again!  

Descriptions & Images 

We do our best to detail all products as clearly and as closely as we can.  We provide multiple images of every product.  All photos are taken in our workshop.  PLEASE be aware that different computers/tablets/phones can display colours differently.

Our Website

This website is powered & provided by Wix.  They are a website provider who provides template based websites.

I design and maintain the website myself...I am not a website guru and I can not answer technical problems .  I can, however, ask Wix to help me.  If you have trouble using any aspect of the website please send us an email - I need to know the nature of the problem, the device you are using and the browser used to view the internet.

Clearing your cookies/cache will normally solve most issues - if you don't know how to do it a quick Google will help more than I can :-)

Please bear in mind that we have a very very large website - nearly 6000 products and growing! 

Club Members & Benefits

We have a seperate area of the website for registered & logged in Member's.  Our member's club is open to everyone and there is no criteria for becoming a member, you simply need to register. Once you have registered you will be able to view all of the registered members & the have access to the member's forum.  Member's also have exclusive access to our Benefits page.

Member's benefits can change without notice and can only be claimed if the correct code is entered at the checkout.

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© 2019 paper-and-string ltd 

(registered in England & Wales 08438095)

The Old Barn, Cogden Farm, Burton Bradstock, Dorset, DT6 4RN

01308 898239 mail@paper-and-string.co.uk

Links to our social media and Swap info.

Who we are, where we work & our history

Returns/Refunds, Felt Safety and company Info

Email us, write to us or give us a call.

Postage costs and dispatch/delivery times.

Ordering process information

GDPR, us and your data - all the info you need.