Frequently asked questions
Ordering and shipping FAQ

  • Orders are dispatched within 3-10 business days.

    We always aim to ship orders as soon as possible, but sometimes (especially orders over a new release weekend) it may take a little longer. Please be patient with us if this ever fluctuates.

  • We ship all orders via Royal Mail.

    We offer two shipping options both domestically and internationally - Tracked and non-tracked.

    ORDERS CAN ONLY BE TRACKED IF A TRACKED SHIPPING OPTION IS CHOSEN. There is no visibility on any other shipping method at any stage of it’s journey. Tracked shipping is often quicker to arrive (but this is not guaranteed).

  • The method of shipping chosen, along with the destination country then determines how long the order takes to arrive following this. Typically this is 1-5 days for UK and 1-10 weeks internationally, depending on the destination.

    ORDERS CAN ONLY BE TRACKED IF A TRACKED SHIPPING OPTION IS CHOSEN. There is no visibility on any other shipping method. Tracked shipping is often quicker to arrive (but this is not guaranteed).

  • Yes! We ship across the planet.

  • Please note that orders outside of the UK may be subject to customs and handling fees. These are outlined and controlled by your own government and Paper and Word cannot waive or predict these potential additional costs, and are not liable to pay them.

  • Yes! Adding a card to your order will give you the option to pop a note in the order. Add this to your basket from the shop.

  • Returns are not currently accepted unless faulty. If you received a faulty product, please send an email (including your order number) to hello@paperandword.com with further information and detailed photos of the issue.

  • Credit and debit cards, PayPal, Apple Pay and Clearpay.

    For Secret Society subscriptions, only debit/credit cards are accepted.

  • Unfortunately it’s not possible to combine orders as we have no way to record this on our system or within Royal Mail.

    If it is essential that your orders are combined, they will need to be cancelled and placed again as one. please email hello@paperandword.com with all of the order numbers so that we can do this for you

  • Unfortunately items in your cart are not reserved. Items are only guaranteed once you have completed checkout.

    You can speed up the checkout process by registering on the website before the drop is live, or by using PayPal, Apple Pay or Google Pay.

  • We occasionally offer discounts to customers during promotions with other businesses, sales or for content creators to share. Keep an eye out!

    We cannot apply a discount retrospectively to any order already placed.

  • Yes! Head to our STOCKISTS page to find your closest store.

Sleeves and care FAQ

  • A book sleeve is a padded, protective fabric pouch or pocket that is designed to keep your books safe.

    Pop your book, Kindle, Switch, MacBook, laptop or iPad into a sleeve and know that when you throw it in your bag it will be protected!

    Our bestselling book sleeves are made with high quality fabrics that really stand out, without being garish or fandom based.

  • Check out our size guide HERE!

  • The best way to clean your sleeves is to wipe with a damp cloth. We would not recommend putting them in the washer/dryer or ironing them.

  • New collections are planned on a monthly basis, but more often than not, a sleeve design won’t be restocked once sold out. To be the first to know if it ever is, sign up to the waitlist on the product page and you’ll be notified before we announce it on social media!

  • You can find out more about the materials we use for our sleeves and packaging HERE.

Collaborations and wholesale FAQ

  • We are not currently able to offer customers any one-off custom sleeves.

    If you are a wholesale customer and want an exclusive design for your shop, we may be able to do this! Get it contact via wholesale@paperandword.com

    If you are a publisher, author etc wanting to collaborate for a custom sleeve, please get in touch with as much info as possible to hello@paperandword.com

  • We regularly open a wholesale order window!

    The next window will open for Spring/Summer 2024.

    If you want to get notified when spaces are available, sign up to the WAITLIST HERE.

    If you want to discuss anything further, please send an email with as much detail as possible to wholesale@paperandword.com

  • A book sleeve is a padded fabric pocket used to prevent damage to books. Our book sleeves use a thick, soft padding to ensure book corners aren’t damaged when being pushed in. You can expect our book sleeves to be used over and over, for years to come!

  • The Secret Society is a membership renewing quarterly for EXCLUSIVE sleeve designs and Society only perks!

    You can find out more HERE.

  • We have a separate page with all the Secret Society FAQ’s.

  • We are a climate action workforce.

    This means we use part of our profits to help fund carbon positive projects across the planet, including new wind farms, clean water pumps, peat marsh restoration and more.

    You can find out more about this HERE.

    We buy our supplies from other small independent businesses. You can find our more about the materials we use HERE.

    We also use compostable, recycled or reusable packaging. You can find out more about this HERE.

  • This is something we periodically look at!

    Get in touch by sending your media pack + info to hello@paperandword.com. We will be in contact when we have something that would be perfect for you.

  • You can email hello@paperandword.com to speak to us!

    Please make sure to include any necessary details like your order number, name etc.