Frequently Asked Questions

How do I order?
You can order by telephone, email or you can via our website. To sign up on the website you will need your account number, postcode and a password of at least 7 characters, including one symbol (something that isn't a letter or number). On the website we only accept orders of more than 20 cases.

What if I need to change my order?
If you receive an order acknowledgement by email and you need to make a change to your order, please ring us quickly as the warehouse are unable to make amendments once the order has been picked.

How do I enforce requiring a PO number?
If you always need us to request an order number, please let us know.

How do I find my account number?
If you are an existing customer, your account number is on any of your invoices or statements.

What are your opening hours?
Our office hours are Monday to Friday 0830-1700

What is the cost for carriage?
Carriage is free if you order a full pallet (usually 50 cases depending on the product). If your order is less than a full pallet then the charges will be:

Number of cases   Cost per case
1   £5.90
2–4 £2.80
5-9 £1.90
10-19 £1.50
20-49 £1.30

As a distributor you will want to receive your order in the best possible condition. We suggest that if you are unable to place orders in full pallet quantities then you try to order a minimum of 20 cases to make a ½ pallet. We are able to send out pallets on a next day service, there are some restrictions and there will be an additional charge of £10. The pallets are normally collected from us around lunch time and are sent out on a 48hour service. Please speak to our sales department for further details.

How will you deliver my order?
We do not have our own vans so we use a parcel carrier. We can deliver direct to your customer if required. If you have any specific delivery requirements then we will do our best to accommodate you. If there is a possibility that the delivery address will be unmanned then please specify a “safe place” where the goods can be left. Please check that you have the same number of parcels as specified on the delivery note. 

  • closed on Mondays
  • tail lift required
  • please book in (only available for pallets)

What is your policy for returns or damaged goods?
Your order should arrive within three days. Please ensure that you sign the carrier’s paperwork and note any shortages or damages on their paperwork (If this is not done we may be unable to send a replacement). Photographs of any damages are always useful. If you have received the wrong item or you have ordered the wrong item please contact us we can arrange replacement and collection.

Can I get a price list?
Due to the high costs of printing and postage we no longer send out price lists. However you are now able to review all of the prices on the website. There is also the facility to download your own personalised price list.

What are your payment terms?
Your invoice will confirm the payment terms and you will be able to see the due dates on the statement which are issued at the beginning of each month. If payment is not received by the due date your account will be flagged to the accounts department. Payment by BACS is the quickest/cheapest and most reliable form of payment. We also accept payment by cheque and card. There is currently no charge for card payments. Please can you always quote your account number in any communications.

© Paperline Limited 2017 | Company registration no. 02469888