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Help

Need technical support or help with your order? We can do it. We value each one of our customers and make it a top priority to serve you. Most questions are quickly answered on this page.

If you can't find your answer here, please contact us via e-mail. We will do our best to answer all e-mails within one business day, and most problems can be resolved in this manner. If we cannot help you solve a problem promptly via e-mail, we will make arrangements for phone support.

When e-mailing us for help, please include the following:

  • • Your first and last name. This helps us research your order if needed.
  • • The name used for your credit card purchase, if different from your name.
  • • The date you ordered.
  • • Specifics of the problem you're experiencing. Please be as detailed as possible to avoid requests for more information.

    • Please report problems with the website (bad links, etc.) to webmaster@thepapertrailco.com



    Frequently Asked Questions

    How does your website work?

    We have two kinds of items available: digital downloads and actual products.
    Our website operates on credits which you can buy clicking relevant link on your "my account" page. Once you have topped up your credit balance you are ready to start shopping! Learn more about credits on our HOW TO BUY page

    Is your site secure for safe ordering?

    Yes. This site is secured through Worldpay. When you begin the checkout process you will see the lock sign on your Web browser indicating a secure connection.

    Do I need to download my purchased items stright away?

    Of course not. You have 24 hours to log back on again and download your items.

    Could you notify me when new stuff is on the website?

    Absolutely. Simply log in, go to "my account" and than tick the newsletter box on "update your personal details"

    What are the other ways of ordering from The Paper Trail?

    By Phone on 01262 601770 - phone lines are open from 10:00am until 4:00pm Monday to Friday
    By Mail – send your order to The Paper Trail Company; 123 Promenade, Bridlington, East Yorkshire, YO152QN.
    Please make cheques payable to The Paper Trail Company Ltd , and write your cheque guarantee card number, guaranteed amount, expiry date on the back of your cheque and include the last 3 digits on the back of your card.
    We accept major credit and debit cards including American Express.

    How are my goods delivered?

    Orders placed before 4pm Monday - Friday will be despatched within 5 working days subject to product availability. Orders placed after 5pm, or during a weekend will go into the next working day.

    How much is delivery?

    Our delivery charge is a flat rate of 3 credits throughout the UK (including the Isle of Man and Scottish Highlands), Northern Ireland, and BFPO addresses.

    Can I return purchased items?

    We want you to feel confident about shopping with The Paper Trail Company. If you have a problem, or are unhappy with your purchase, we will try to put the matter right.

    If you want to return an item/items, please re-package the goods securely and send them back to us within seven working days of the item being delivered to you. For your protection we recommend that you use a recorded delivery service for returns, as we will not accept responsibility for goods lost in transit.

    We will be happy to refund you for the returned items (excluding postage and packaging) providing they are returned within seven working days of receipt, in re-sellable condition and in their original packaging.

    This does not affect your statutory rights.