Frequently Asked Questions
Web Orders - Shipping, Delivery & Returns
- Consumable orders to mainland UK – £7.50
- Highlands and offshore islands – £20.00
For orders of £300 and over delivery is free (does not include orders for Highlands and offshore Islands). The exact delivery cost will be calculated in the checkout section.
For equipment orders and pallet deliveries please contact us for a quote.
All delivery fees are subject to VAT at 20%.
Orders will be delivered by either ourselves if local or by a nationwide carrier. Most stock items will be delivered the next day if ordered before 3.00 pm. Orders placed after this time may still be delivered the next day.
Although next-day delivery is our aim, due to recent delays with most couriers, deliveries cannot be guaranteed for next day.Â
If a tracking link is required please email us with your order number. We will contact you if delivery is delayed for any reason. If your delivery is urgent or if you have any special requests please call 01782 712024.
For express delivery options please email us as quotes vary. Timed delivery services are not Guaranteed.
Please note that some products do not qualify for local collection in Newcastle-under-Lyme due to uncertain stock levels.Â
Currently we only ship to locations within the United Kingdom. Postage costs may vary for the Scottish Highlands, and offshore islands such as the Isle of Mann and Isle of Wight.
Depending on location we sometimes are able to accept delivery to another country. For more information please contact us with your requirements and location.
If a product arrives damaged please email us with photo evidence within 7 days from when the item was received. This gives us time to investigate the damage with the supplier. If we are informed of damage after 30 days we may not be able to accept the return.Â
Our advice is to inspect the products when delivery is received to save any disappointment
Once the investigation is complete return labels will be provided and replacement sent if this has been requested instead of a refund.
For products that are ordered in error, there will be a restocking charge and all returns are paid for by the consumer.
The restocking fee may be up to 15% of order value.
These are charged by our suppliers and therefore are passed on if an item is returned by a customer. For more information about return fees please get in touch as soon as possible with your order number.Â
Once we have all the information we will prepare the return documents which will be sent to you by email with confirmation of the fees.
Web Orders - Exchanges & Cancellations
Our cancellation window is short due to the suppliers quick dispatch system. Please call 01782 712024 immediately if an order needs cancelling within 30 minutes of placing the order.
You may only exchange an item if it has been damaged or the wrong item has been received – Please send photo evidence of the damage with order number to sales@drs-paper.com as soon as possible.
If a replacement cannot be found we will issue a refund.
Please send photo evidence of the damage products within 7 days of receiving the order.
Provide the order number and any other details and email us as soon as possible.
Printing & Collection
If you only require basic A4 or A3 copying on a small scale then please come to our store with your document. Depending on the current workload we aim to do small amounts while you wait.
Please contact us if you have art prints or drawings that require scanning. We will need to check the sizes prior to the scan. Our turnaround for art scans is 1/2 days. Once complete we will send you an email with the digital file of the print in the format of your choice.
We can copy any hard copy of CAD plans or drawings. Our maximum size is A0. We are able to do bespoke sizes if it is within the printers specifications. Options include mono and colour copies that can be printed to scale or to whatever size requested. If a lot of copies are required we will need them leaving with us.
If your plans are saved digitally and need printing from the file please send them to our plots email with instructions. We can provide a quote before proceeding and will confirm when they are ready to collect.
Our aim is to complete copies within 1/2 days.
We do accept cash and card payments but currently there is a minimum for all card payments of £5.00. For smaller print jobs that will be under the minimum amount we advise to pay by cash.Â
For one A4 or A3 copy there is a minimum charge of £1.00.
Warranties
Warranties can vary between products depending on the manufacturer of your chosen product.
If it doesn’t say on our website please get in touch with any questions pre or post purchase.
Payment
No – all of our website prices exclude VAT until it is added at checkout.
We use Stripe or PayPal to process all of our payments to make sure your personal information is always protected and secure.
That means we accept all major credit and debit cards, or you can process your order directly through PayPal if you have an account with them.
You can enter your promo code on the basket page or during checkout.
Opening Hours
- Monday — 8:30am-5.00pm
- Tuesday — 8:30am-5.00pm
- Wednesday — 8:30am-5.00pm
- Thursday — 8:30am-5.00pm
- Friday — 8:30am-4:00pm
- Saturday — Closed
- Sunday — Closed
Public holiday hours can vary, so it’s always best to check our facebook page for updated hours.
Data & Privacy
We have a full policy on how we handle and store your data. We don’t sell your imformation to any third parties and you can find out more about how your data is handled in our Privacy Policy.
There’s absolutely no need to worry here: our online shop incorporates the very latest secure technology. We use Stripe or PayPal to process all of our payments to make sure your personal information is always protected and secure.
You can find more information on how Stripe and PayPal process payments on their websites.
