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UK Envelope Manufacturers
Making envelopes for over 20yrs!

Customer Service

 

Order Information

To view your order status or history, just click My Account / Dashboard and then My Orders from the submenu.

Order StatusDescription
Pending Your order has been received, but still awaiting processing.
Processing Your order has been successfully created onto our system and being processed.
Pending Payment We are still awaiting payment confirmation that appropriate funds have been received and cleared for your order.
Payment Review During the checkout process there was an unforeseen issue and payment was unsuccessful. This may be for a number of reasons. Please contact Customer Services on 01952 582 272 for assistance.
On-Hold Your order has been placed on-hold. It is likely that this is a result of some or all of your items being out-of-stock / discontinued. You should receive an email shortly detailing the reasons behind the change in status to on-hold.
Complete Your order has been invoiced, paid and shipped to the delivery address provided by one of our couriers.
Closed Your order has been closed and a refund issued for the appropriate amount.
Cancelled Your order has been cancelled. Any reasons for order cancellation will show in your order notes.
 

Payment Information

Please be sure to provide your exact billing address and telephone number that your credit card has on file for you - this will ensure no delays in processing your order.

We can accept the following payments:

  • PayPal
  • Visa
  • Visa Electron
  • Mastercard
  • Maestro
  • American Express

For security reasons we do not accept cash on delivery, company cheque, personal cheque, Postal Orders or any other method not listed here.

 

Returns

If you are not entirely happy with your purchase you can return for a full refund to the original payment within 14 days of purchase. Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the payment card account within 2 weeks. Please note that it may take up to 14 days for your bank to credit your account. We are not liable, and cannot take responsibility for, any bank charges that you may incur during the refund process.

Returns Period

Please make sure we receive your returned items, within 14 days from the day you receive them, to be refunded in full via the original payment method. We are unable to exchange products by post. We do process exchanges at our factory (Telford, Shropshire), so you may bring your items for an exchange if you wish. If you return your purchase after 14 days (with the exception of faulty or damaged goods), we reserve the right not to offer you a refund in full. We may instead return your purchase to you. Prior to sending it, you will be charged the delivery fee applicable to the products and your location.

Cancelling Your Order

Since orders are despatched promptly, we are unable to cancel orders after you have received your order confirmation email. If your order has already been sent out, you may still cancel your order under the Distance Selling Regulations and to do so simply return your order to our factory within 14 days marking the returns code as ‘CANCELLED’. 

Proof of Purchase

No refund or exchange will be given without a receipt, dispatch note or other proof of purchase.

Condition of Goods Returned

You will naturally wish to inspect the products you order upon delivery. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items and, if you wish to return anything that it reaches us in perfect condition. Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amount due by way of compensation, to either repair the goods or to cover any loss.

Refunding Delivery Charges

Provided you have notified us in writing that you wish to cancel your order under the Consumer Contract Regulations, and the return also meets the terms of our Returns & Refund Policy, you will be entitled to a full refund including delivery charges if applicable. We are unable to provide a refund of the delivery charges when only part of your order is being cancelled.

Promotional Discounts & Refunds

If you used a promotional discount when paying for your order, the discount is applied to each item in the basket. In the event of a return, you will not be refunded the discounted amount.

Your Statutory Rights

Our policy does not affect your statutory rights in respect of faulty or damaged goods.

 

Updating Account Information

When you registered with Mail Solutions Shop, you provided some basic information, such as your address and phone number. To use our Shop effectively, it's important to keep this information accurate and up to date. If the information changes, you can update your account information and you don't need to register again.

To change your account information, just go to My Account / Dashboard and then click the relevant option. You may be asked to sign in.

From this page, you can manage your:

  • Account Information
  • Address Book
  • My Orders
  • Billing Agreements
  • Recurring Profiles
  • My Product Reviews
  • My Tags
  • My Wishlist
  • My Applications
  • Newsletter Subscriptions