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Shipping & Returns

Shipping & Returns

We provide free shipping on our DPD tracked and time allocated, Next Day service for customers spending over the defined amount.

(for UK Mainland customers only)

Shipping costs

Our standard shipping courier, DPD, charge in the UK is £7.46 EX VAT. This charge covers the cost of the packaging and the transportation by courier of the goods to your designated delivery address. Our system will also provide a cost for Royal Mail, DPD and alternatives for international and off shore shipping.  If the system provides no price please contact us prior to check out to ensure that the shipping costs for your items are feasible. 

Most of the products we have on our website are held in stock in our warehouse in Stratford-Upon-Avon, but in case we are out of stock, or an order is placed for a product we usually do not hold in stock,  our suppliers will ship directly to you.

When products are out of stock and our supplier ships directly to you, you will be charged will be the same as if we would have despatched to good to you.
Products we usually do not hold in stock will always be shipped by our suppliers, but since these products might come from different locations, extra shipping charges might occur, and you will see these specified in the check out procedure.
We do not make profit on shipping charges. We only pass on what our couriers and suppliers charge us.  You will be notified of any charges when you check out, but as a guide in the UK most charges are £7.46 + VAT.
If you wish to see a break-down of shipping charges for the products you intend to buy, please create an account or login (if you have already an account with us), place the products in your cart and go to step 1 of the check out procedure.

Additional Shipping Charges

Some suppliers offer free shipping for orders above a certain value. We are able to pass on these free shipping charges if you make us aware that you exceeded the minimum required order value (per supplier), we will give you a discount voucher for the same amount to be used with us on your next purchase.

If you order goods for delivery outside of the UK we will be required add extra charges. We will instruct you on how to do this after your main purchase.

Delivery and Shortfalls Policy

Our site shows whether the item is in stock with us or our suppliers at the time at which we checked this and is not a guarantee that the item is available.

Delivery times whether quoted verbally or in writing are an estimate only and do not form a binding contract of delivery for that specific date, though we will use all reasonable endeavours.
Usually most of the products we sell are held in stock with us or our suppliers. In most cases orders placed before 12.00 am will be despatched for delivery next working day. This may vary, depending on the supplier, and on availability of the product.
At delivery: please check the delivery note against the items delivered to you before signing and accepting the delivery. 
All our suppliers consider goods signed for to have been delivered. Always carry out a further inspection of the goods within 14 working days, from the date of delivery, and check all goods delivered against shortages, incorrectly picked items, or damaged/faulty items and notify us immediately by e-mail, fax or letter at the contact us page here.
No responsibility for corrective action is accepted after expiry of the 14-day period.
In the case of faulty goods the product code, serial number, date of purchase and a description of the fault should be given. If it is found that there is no fault, then all delivery and incidental handling costs will be chargeable.


We will ship items which are in stock immediately and put out of stock items on back order. Please always check your delivery notes to make sure that all items are present and if not, if they have been put on back order. There is no need to contact us when products are put on back-order as these products will be shipped as soon as the products are back in stock. If in doubt please contact us.

Please note that orders which include products from different suppliers will always come in separate deliveries.


Payments of return postage costs are the customer’s responsibility unless otherwise agreed. We will provide a returns number for all UK Warranty returns, which should be noted on all correspondence. Where goods have been ordered in error, an administration/restocking fee of 15% of each product’s sales value may be chargeable – returned goods must be received in original packaging and in perfect condition, and in date.

We will NOT accept returned ink cartridges, ink bottles or paper if the packaging has been opened, unless you were instructed to do so by us.

Faulty ink cartridges will be accepted for return, please contact us first to ensure correct action.

Cancellation of Orders

• If you haven’t submitted the order, you may clear the items in your shopping basket at any time by clicking the ‘Remove’ button next to the product ordered in your shopping basket.

• If you have submitted your order and received your confirmation email from on-linepaper.co.uk, you can still cancel your order within 2 hours of the order being placed. Please email your cancellation marked ‘URGENT CANCELLATION’ to the Customer Service team at orders@on-linepaper.co.uk. Please ensure you include the original confirmation email text in your reply to us. However, we reserve the right to charge you for any shipping charges incurred by us from our suppliers, and a 15% handling fee with a minimum charge of £15, in the event that the goods are already dispatched to you.

• If you wish to cancel your order after 2 hours of the order being placed, you will need to wait until you receive the product and then follow our Returns procedure. Please email the correct email address on our contact details page.

• Once we’ve received notification from you that you wish to cancel an order, any sum debited to us from your credit or debit card will be refunded to that credit or debit account within 30 days of your order and provided the goods returned are in the same condition that they were when delivered to you. You will be liable to any charges incurred when returning the goods to any of the suppliers from On-line Paper .co uk Ltd unless the return is as a result of an error on our side.

If you wish to return goods delivered for any reason please contact us before sending them. In most cases we will need to give you a specific address and return reference.

Always wait for instructions from us, before you send back any items.

Goods sent back to the wrong address will be simply refused and sent back at your own cost, which can be a bit of a pain.