Shipping policy

Potential Shipping Delays

During peak periods shipping times could take longer than expected. This is down to the shipping providers and we have no control over these delays. If you are based outside of the UK your package could experience further delays due to customs processing, up to an additional 6 weeks.

Processing Times

All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. 

You will receive another email once your order has shipped. 

Processing times could take longer during sales periods.

There may be times when the shop is on holiday mode and therefore processing will not start until the specified date of return - this information will be displayed in the announcement bar and on the home page if applicable.

Domestic Shipping Rates and Estimates

Postage & packaging charges for your order will be calculated and displayed at checkout. This does not include VAT or customs duties which may be charged separately by the shipping company prior to delivery of your order. You are responsible for checking your countries VAT and duties and paying these.

Orders are usually shipped via Royal Mail but in circumstances where this option is not readily available other services may be used.

UK Shipping

Products returned by the postal service due to the customers refusal or failure to:

• Collect the package from your local delivery depo / sorting office within the delivery companies timescales (as listed on their website)
• Re-arrange a missed delivery within the delivery companies timescales
• Pay any outstanding fees charged by the delivery company within the delivery companies timescales

will not be eligible for a full refund.

Any additional charges incurred as a result of the above will be deducted from the refund amount due. Postage costs are non-refundable and in instances where an order is returned to sender due to the above, additional postage costs will be incurred in order to repost the package.

International Shipping

We offer international shipping except for Russia & Germany.

Shipping charges for your order will be calculated and displayed at checkout. 

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Paper Dream is not responsible for these charges if they are applied. It is your responsibility as the customer to check your countries import duties and taxes before placing your order. Refusal to pay customs fees may result in your order not being delivered. Any charges incurred as a result of unpaid customs fees will be deducted from any refunds due on return of your order. In addition to this any postage fees paid are non refundable.

Additionally, any charges incurred as a result of your refusal or failure to collect your package (where required) will be deducted from any refunds due on return of your order.

In the event that you do not pay customs fees, we are unable to process any refunds until your package has been returned or a claim has been processed for any missing packages. This could take an additional 8 weeks from the beginning of the postal services return process. Please read our returns policy for more information.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us. If you have selected a trackable shipping option then please allow 48 hours from shipping for the tracking information to become available. 

If you haven’t received your order within:

• UK - 14 days
• Europe - 21 days
• USA - 8 Weeks
• Everywhere else - 6 Weeks

of receiving your shipping confirmation email, please contact us at contact@paperdream.uk with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

We accept returns up to 14 days after delivery, if the item is unopened, unused and in its original condition. We will refund the amount paid for the goods if the above applies. Shipping costs are non refundable.  Please ensure you read our full returns policy.

In the event that your order arrives damaged in any way, please email us as soon as possible at contact@paperdream.uk with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at contact@paperdream.uk