FAQs

General Information

What is Papergang?

Papergang is the UK’s leading stationery subscription, delivering you exclusive products straight through your letterbox, every month.

Each month you will receive a box filled with brilliant stationery. The product selection will vary but, it will include the likes of: greeting cards, notebooks, desk accessories and art prints.

You will never get a repeat box; each month will be designed with an artist and a theme so all of your new accessories make a lovely family.

Do you offer student discount?

Unfortunately, we don’t offer student discount on our subscription boxes.

Can I gift a subscription box to a friend?

Yes, you can! When you choose the length of plan you’d like to gift, you’ll just need to make sure you select ‘As a Gift’, we don’t offer single month gifting, so you can choose between 3, 6 and 12 month gifting options; once you’ve made your selection, just remember to add the recipients address for the shipping destination. Gift subscriptions do not auto-renew.

I've missed the deadline for last month’s box; can I still order it?

If you are looking to purchase an edition you missed, or just want more of a particular month’s contents. These will be available to purchase as a one-off product directly on Ohh Deer, around 1 month from the initial release of the theme. This all depends on stock levels and is not guaranteed.

Billing

What payment methods do you accept?

We accept Visa, Mastercard, Maestro, Amex and PayPal

My card was declined?

Please make sure you have sufficient funds available in your account, if so, then your bank may be rejecting the payment to us due to the nature of the transaction. If this is the case, you'll need to give your bank a ring and ask them to authorise the payment to us. The system will automatically attempt to take the payment again the following day. If you are worried your renewal has not been taken, please get in touch with us here.

When will my payment method be billed each month?

Your card (or PayPal Account) will be billed on the first of each month (or the first working day should that date fall on a weekend or public holiday). If you prepay for your box for (3, 6 or 12 months) you will pay upfront for the cost. However, upon expiry of your subscription you will then be billed on the first of your new renewal month.

How do I prevent my subscription from auto renewing?

To prevent your subscription from auto renewing you must make sure you cancel your subscription before the next bill date on your plan. You must make sure to cancel your subscription by the 1st of the month, this must be prior to the billing date and not on the 1st of the month, otherwise you will find that payment may have already been taken, meaning the subscription has successfully renewed.

Cancelling your subscription does not affect your current months boxes. The team will honour cancelling any future renewals for you. However, we will not automatically issue a refund unless requested in your email.

Unfortunately, if contact is made after the 1st of the month, we are unable to cancel the renewal which has been applied to the subscription. This is simply due to the fact the warehouse would have processed your box and it will be ready for dispatch. We can however assist with cancelling your next renewal.

How do you work out the exchange rate?

We use a 3rd party system that checks the latest forex rates every day to give you an accurate as possible converted price for your local currency, so you know how much you’ll be spending. All prices are approximate as a result of how much exchange rates can fluctuate. All purchases from papergang.com are billed in GBP (£), local currency prices are shown as an approximation only and purchases will not be billed in these currencies.

Managing Your Subscription

I can’t log into my account?

We’ve recently launched our new Papergang site and are in the middle of moving our current customers over. If you joined Papergang prior to the 3rd November 2020, you will need to manage your subscription on our legacy website here. If you still struggle to get into your account, and need some assistance from our team, please feel free to reach out to help@papergang.com and our team will assist you.

Why do I have the option to select when I signed up to Papergang when logging into my account?

We’ve recently launched our new site, if you’re new to Papergang, you don’t need to do anything; log into your account by selecting ‘I SUBSCRIBED AFTER 3rd NOVEMBER 2020’ and you will be able to access your account to manage your subscription.

What does your new site mean for me?

If you’ve been with Papergang prior to the 3rd November 2020, and wish for your subscription to continue, you don’t need to do anything. We’re managing subscriptions on our new platform and our legacy platform. We’re looking to move our current customers over as soon as we can, and we’ll be in touch regarding the process once we have dates aligned.

If you’re a current subscriber to Papergang (prior to 3rd November) and are looking to cancel your subscription. Simply follow the instruction on our site to manage your subscription on our legacy website.

Can I access rewards if I’m currently a subscriber on the old/legacy website

Unfortunately, at the moment we are unable to support Papergang rewards with current subscribers. This is only temporary, we’re currently moving all of our current subscribers over to our new platform, and once we’ve completed the move, we will be able to offer you our rewards program. We will also be rewarding historic points, so you won’t miss out on your previous purchases! We’re sorry we can’t bring you this straight away, thank you for your patience.

Can I have more than one subscription on my account?

Yes, you can have as many subscriptions on your account as you want. These can all be managed easily within your account by simply logging in.

I entered my information incorrectly; can I change it?

You can change most things on your subscription by simply logging into your account and editing accordingly. A useful guide on how to do this can be found here.

How do I cancel my subscription?

You can simply cancel your subscription by logging into your account, all you need is your email address and password to access. Once logged in, you can edit and deactivate this.

Do your subscriptions automatically renew?

Yes, all our subscriptions automatically renew (excluding gift options) on the first of every month, this way you don't have to go through the trouble of manually paying each month.

Please Note: Prepaid subscriptions will renew every 3, 6 or 12 months. Prepay subscriptions renew for the same amount of time you prepaid for (e.g. a 6 month prepay will renew for another 6 months).

I've cancelled my subscription but I want to re-activate it. How do I do this?

Simply login in to your account and under ‘Your Subscriptions’, your previously cancelled subscriptions will appear, click re-activate and your chosen subscription will then be reactivated and subscribed to the next available subscription box.

If you need any further assistance with this, please get in touch with the team on help@papergang.com

How do I skip or pause my subscription?

Not like the look of the upcoming theme and contents, or just need a break for a while? Don’t worry, you can skip a box anytime via your account. However, you need to make sure you skip before the 1st of the upcoming month, to prevent payment being taken on the first of the month.

There are no restrictions on the amount of times you can use this, or number of boxes you can skip. Therefore, if you needed to use a stash of papery goodness you can ultimately pause your subscription for a few months before receiving anymore boxes.

If you require any assistance with skipping or pausing, please contact the team directly on help@papergang.com

How do I update/change the delivery address on my subscription?

Once logged into your account, you can alter the delivery address via your account settings -‘Addresses’, you are able to edit the current address and also add a completely new address if required. If the new address is within a different ‘zone’ detailed within our shipping information, the relevant postage will be applied to your renewal.

If you are looking to update/change your address on the account, this must be done prior to the 1st of the month. Failure to provide the correct information by this date, may lead to boxes going to the wrong address. The customer service team can assist, but communication does need to be made, by the 1st of the month so we can adjust for you. Any changes made after the 1st of the month will only affect the following months box, not the current edition which will have been processed and prepare for dispatch.

Delivery

IMPORTANT INFORMATION REGARDING CORONAVIRUS

Due to Coronavirus, we are currently being advised by our courier partners that there may be delays to international shipments. With the ongoing spread of Coronavirus, it is leading to delays worldwide and the full effects of which are still unknown. We are sorry for any inconvenience caused and appreciate your support and patience at this uncertain time.

We ship worldwide! Want to check what your shipping cost would be?

We now ship Papergang worldwide! If you want to check your shipping zone, transit time or shipping cost, you can head to our shipping page here.

How much does shipping cost per box?

Shipping to the UK is free, this is included within the box price. For international shipping rates please click here. page here.

When will I receive my subscription box?

Papergang is dispatched the same time each month, if there are any delays, we are aware of in advance, you will be notified prior. Boxes are shipped from the 5th working day of each month. Once shipping has started, this process normally takes around 3 working days. Please therefore allow up until the 8th working day for receipt of your dispatch notification. Once successfully shipped you will receive a notification email to advise your box is on its way. Your transit time will then come into play. If ordering after the 8th working day and the end of the month, your box will be processed within our normal processing time of 1-3 working days, you will receive a dispatch notification once your box is on route.

Please see our shipping rates for more information on transit time to expect by clicking here, these are only estimates and deliveries may take longer than advertised.

Advised dispatch dates for 2021 boxes are below; all boxes are dispatched by the 8th working day of the month.

These dates apply to all current subscribers of which renewal payment, taken on the 1st of the month.

January 2021 – Monday 13th

February 2021 – Wednesday 10th
(DELAYED DUE TO SHIP BY FRIDAY 12TH)

March 2021 – Wednesday 10th

April 2021 – Monday 12th

May 2021 – Wednesday 12th

June 2021 – Thursday 10th

July 2021 – Wednesday 14th

August 2021 – Wednesday 11th

September 2021 – Friday 10th

October 2021 – Tuesday 12th

November 2021 – Wednesday 10th

December 2021 – Friday 10th

Can I cancel my subscription box after it has been shipped?

You can, however you will need to return the box that has already been shipped to us when it arrives in order to get a refund. It needs to be returned in the condition it was shipped in. We offer refunds up to 30 days after the transaction was taken.

Something Is damaged in my box. What do I do?

We're sorry something has become damaged in your box, please get in touch with the team on help@papergang.com and we’ll get it sorted for you as soon as possible. You will find the team will request an image of the damaged product, if possible, please include this in the initial email to speed up the process.

There's something missing from my box. What do I do?

We're sorry that something is missing from your box, please get in touch with the team on help@papergang.com and we’ll get it sorted for you as soon as possible.

My box never arrived, what now?

Once your box has been dispatched, you will be advised via an email notification that your box is on its way. Transit time will be subject to our shipping estimates which can be found here. Please note: shipping times are only estimates, and may sometimes take longer to arrive. If the estimated time has passed, then please get in touch with the team on help@papergang.com

Can I Return My Box Once Received?

You have 30 days from receiving your box to return it, if you wish to do so. The box must be un-opened and in the same condition as it was when it was shipped in order to receive a refund.

The cost of shipping the box back must be covered by yourself, we do not provide pre-paid return labels. Once we have received the box back, a refund will be issued back to the original payment method, which can take around 5 working days depending on the provider.

Return Address
Papergang Returns
Unit 6, Hawker Business Park
Melton Road
Burton on the Wolds
LE12 5TQ

However, if something is wrong, we’re always happy to help so please don’t hesitate to get in touch with the team directly on help@papergang.com

Papergang Rewards

You can now earn rewards by participating in Papergang Points. Simply log into your account, you will then be able to access details on 'How to earn points', 'Total points on the account' and 'How you can redeem these'.

Further details on the rewards are available here.

Points take 14 days to clear on your account, please allow the full 14 days before raising concerns with the team.

• Birthday changes are limited to 1 birthday every 365 days
• Site visits are limited to points for visiting every week (not daily).

Can I access rewards if I subscribed before 3rd November 2020

Video Guides

Reactivate Your Subscription

Change Your Address

Change Your Billing Details

Other Information

How Can I Make A Complaint?

We're sorry if you feel you need to make a complaint.

If you need to get in touch about an issue with a box, such as a missing or damaged product? our Customer Service team are here to help and resolve your query. You can contact the team directly on help@papergang.com. However, if you need to make a general complaint, please follow the steps below:

1. Send an email to complaints@ohhdeer.com.

2. Provide as much information as possible (for example, your order number and registered email with Papergang), so your team can help you straight away.

3. Once they've received you query, the relevant team will get back to you as soon as possible. During busy times, this may take a little longer.

4. Your query will always be passed to a team that can help, so rest assured that you're contacting the right team.