How many days do I have to report a problem?
10 days from the delivery date shown on the tracking. Send photos within that window and the claim is looked at.
Reprints and refunds
Report a misprint or damage within 10 days, with photos, for a reprint or a refund. Made-to-order printed goods cannot be returned for a change of mind.
What does the 10-day policy cover?
- Print that does not match the approved proof: a wrong Pantone, a missing colour, misregistration or smudged ink.
- Paper that arrives torn, crushed, creased or water-marked inside the carton.
- Sheets cut to the wrong size in millimetres, or rolls slit to the wrong width, against the quote.
- A short count against the quantity on the invoice, beyond normal trade tolerance.
- The wrong paper or coating against the quote, for instance dry wax where greaseproof was ordered.
- Cartons that never arrive, once the tracking confirms the loss.
How do I report a problem?
- Within 10 days of delivery, photograph the carton label, the fault and the whole carton.
- Email the photos and your order number to info@thegreaseproofpaper.co.uk, or send them by WhatsApp.
- Say how many cartons are affected and whether you would rather have a reprint or a refund.
- Keep the paper until we reply. We confirm within one working day and arrange collection at our cost if a carton needs to come back.
- A reprint runs in 4–6 working days and is delivered free and tracked; a refund in pounds sterling goes to the account that paid the invoice.
What is not covered
Mistakes that were on the proof you approved. The proof is the agreed artwork, so a misspelt word, a wrong phone number or a logo too close to the fold is printed exactly as shown.
Colour shift within normal trade tolerance, particularly on kraft. Kraft is a natural brown that varies by batch, and the same Pantone on two batches can look slightly different.
Change of mind. Printed paper is made to order for your business, so a size or design you approved cannot be returned because it no longer suits. Paper used outside its stated heat range and damage after delivery are also outside the policy, though a corrected reprint is still quoted at the usual price under the terms of sale.
How refunds are issued
A refund is paid in pounds sterling to the original payment method, for the invoiced amount of the affected cartons. Where only part of the order is affected, the refund covers that part.
It is issued once the claim is agreed, with a credit note emailed for your records.
Most buyers choose a reprint, because the counter still needs paper. A reprint goes out free and tracked, like the first order.
Questions about reprints and refunds
The questions UK buyers ask before a first order. Type a word to filter the cards, or open one for the full answer.
Which photos do you need for a claim?
One of the carton label, one of the damage or misprint, and one of the whole carton.
One of the carton label, one of the damage or misprint, and one of the whole carton. Phone photos are fine; send them by email or WhatsApp using the contact details for our team.
Do I need to send the paper back?
Usually no. Keep it until we have seen the photos; if a carton needs to come back we arrange collection at our cost.
Can I choose between a reprint and a refund?
Yes, within reason. Most buyers take a reprint because they still need the paper; a refund is issued if you prefer.
How quickly is a reprint produced?
A reprint runs in the usual 4–6 working days and is delivered free and tracked in 2–3 working days.
Does a colour difference count as a misprint?
Only if it falls outside normal trade tolerance. Kraft shifts a little from batch to batch; a wrong Pantone or a missing colour is a misprint.
What if the mistake was on the proof I approved?
That is not covered. The approved proof is the agreed artwork, so check spelling, phone numbers and logo placement before you sign off.
Can I return paper because I changed my mind?
No. Printed paper is made to order with your artwork for your business, so there is no change-of-mind return once the proof is approved.
What if I missed the 10-day window?
Tell us anyway. We cannot promise a reprint after the window, but we look at every case.
Who pays for the reprint and its delivery?
We do, when the fault is ours. A reprint or a refund costs you nothing in that case.
No match. Ask us on WhatsApp or call +44 7578 382054.
Tell us what you wrap
Name the paper, a size and a quantity, and attach a logo if you have one. A written price and a free design proof come back within one working day. Rather talk it through? Call +44 7578 382054 or message us on WhatsApp.