The sale cannot be completed unless you agree to the terms and conditions.

Customer Service Details

We can be contacted by phone or email to answer any questions or give advice before purchase.  Please also use the following contact details if you need to return goods for any reason, or have any queries relating to invoices or payments:
Telephone number within UK: 01442 234600

Sales queries: sales@frogmorepapermill.org.uk

Invoice queries: accounts@frogmorepapermill.org.uk

Our usual opening hours are Monday to Friday 9am to 5pm.

Payments

Payments can be made by secure credit or debit card transaction using SQUARE or electronic bank transfer.  We can take payment by Visa and MasterCard credit and debit cards.  We do not accept cheques or American Express cards. Online payments are accessed through a link on the sales invoice or alternatively bank details can be found at the bottom of the invoice.

Your details will be stored on a computer according to the terms of the Data Protection Act 1984.  We request your name, address and contact details to enable us to provide you with an efficient after-sales service, but we WILL NOT pass your name and address to ANY third parties unless we are legally obliged to.

All goods remain the property of this company until payment is made in full. We reserve the right to change any advertised price before you place an order.  We also reserve the right to refuse to supply goods.

VAT is charged at the prevailing rate (currently 20%) unless otherwise specified. Our VAT registration number is 727697680.  For deliveries outside the UK, no VAT is charged as sales are classed as exports and the customer is responsible for paying any relevant import duties.

Delivery and Returns

Delivery within Mainland UK, Excluding Scottish Highlands, all UK Islands and Northern Ireland.

Orders placed by 3.00pm, where there is stock available, are despatched the next working day (Monday to Friday).  If there is a stock shortage, we will contact you to confirm the expected delivery date or suggest a suitable replacement product within 3 working days.

We use Royal Mail, UPS and Cheetah Couriers to send out most of our parcels and pallets. We sometimes request a signature upon delivery, unless we have been given alternative instructions. If no-one is likely to be in to take delivery, please give instructions where to leave your parcel, e.g. in garage, porch, with next-door neighbour. Please give a contact phone number in case our carriers experience problems when locating the address.

If you are out when the goods are delivered you will be left a card giving you details of who to contact for re-delivery or collection from your local depot. Carriers will only try to deliver twice.  If you do not rearrange delivery with the carrier when they send texts/emails about failed deliveries, goods are returned to ourselves and we are charged an additional delivery fee, plus a surcharge.  Undeliverable parcels will be held until we receive alternative delivery instructions, or order cancellation, however you will be liable for these additional charges.

Please note that carriers no longer guarantee next day delivery, so please place your order as early as you can.  If goods are urgently required, please specify your deadline when placing your order. We can also arrange for next day weekend deliveries through our carrier by a guaranteed time for an additional charge. Please contact us for a quote.

All products and services are subject to availability and may be withdrawn at any time. If your order cannot be fulfilled, you will be notified by phone or email and you will be offered an alternative product or given a full refund.

Delivery for UK Highlands and Islands and Outside Mainland UK:

Extra charges may be applicable for deliveries not within Mainland UK, and including the following UK postcodes AB31-56, FK19-21, GY, HS1-9, IM, IV1-28, IV30-32, IV36, IV40-49, IV51-56, IV63, JE, KA27-28, KW1-3, KW5-17, PA20-24, PA26-49, PA60-78, PH1, PH5-10, PH15-26, PH30-44, PH49-50, TR21-TR25, ZE1-3.

Please request quote for carriage, before placing your order.

Many items are not returnable – please check with us before returning any items

Replacement of Faulty, Defective or Damaged Goods or Items Sent in Error

All goods are sent out in secure packaging, however they can be damaged if roughly handled during transit. If there is any sign of damage, we recommend refusing delivery or sign as damaged so this is recorded on the tracking. Could you please open up and check goods shortly after receipt. We will replace goods damaged in transit provided we are notified within 24 hours of delivery, either by phone 01442 234600 or email sales@frogmorepapermill.org.uk.

Our carriers require photographic evidence of the external packaging including label, internal packaging and the damaged items. We will replace faulty or defective goods or items sent in error provided we are notified within 7 days of delivery, either by phone or email, in addition to your statutory rights.

We will let you know whether faulty, defective or damaged goods, or items sent in error, should be returned to us, either by yourself through your own carrier or Royal Mail, or if we are able to arrange collection through our carrier. All goods returned must be in their original product/sales packaging materials as far as possible (if applicable), with a copy of your invoice, and must be securely packed within protective outer packaging material to minimise damage during return transit. Goods to be collected by our carrier need to be securely packed into one box (where possible). For faulty, defective or damaged goods, or goods sent in error, we will send a replacement within 14 days, or, after agreement, a full refund.

All Recycled Paper Products: Due to the nature of recycled fibres, there can be substantial variations with different batches of paper manufactured. We are unable to exchange or refund goods because the shade or texture is not as desired. This does not affect your statutory rights.

Cancellations Policy and Returns

Goods are not sold on a trial basis. We can be contacted by phone or email to answer any questions or give advice before purchase. It is therefore the responsibility of the customer to place a correct order.

If the customer cancels their order by email, prior to the goods being dispatched, they will have their payment returned within 48 hrs. If the customer cancels their order after goods have been dispatched, the refund will not be made until the goods have been returned to Frogmore Paper Mill, at the customer’s expense.

If goods are not faulty, defective or damaged, and you are not entirely satisfied with your purchase, you can return it within 14 days of the dispatch date with a copy of your original invoice (if received), providing it is unopened, in its original packaging and received in good condition for re-sale. We will then refund the purchase price of the returned goods upon safe receipt of the goods at Frogmore Paper Mill. We reserve the right to charge a handling charge depending upon the nature of the goods returned, usually 20-30% and carriage charges may be applicable if the net order is less than £50. You are responsible for ensuring safe delivery of the returned goods.

Privacy Policy

The Apsley Paper Trail will not pass on any customer or order details on to any third parties, without that person’s permission unless we are legally obliged to do so.

We reserve the right to amend these Terms and Conditions at any time.

These Terms and Conditions do not affect consumer statutory rights.

The Apsley Paper Trail

Frogmore Paper Mill
Fourdrinier Way
Hemel Hempstead
Herts
HP3 9RY
Tel: 01442 234600
Website: www.frogmorepapermill.org.uk
Email address: sales@frogmorepapermill.org.uk
Charity Number: 1079008
Company Registration: 03416760
VAT Number: 727697680