Got a query? we're here to help. Hopefully the answer to your question is below, but if there's something more you need help with contact us at support@brownpaperpackages.co.uk
Order queries
Who sent me my package?
It may be that the sender of your package forgot to include a Postcard message, or may wish to remain anonymous. Please contact us via our contact form or email us at support@brownpaperpackages.co.uk and we will contact the sender on your behalf.
How can i change or cancel my order?
Due to our next day delivery service, it may not be possible for us to change or cancel your order pre shipment. Please contact us via our contact form or email us at support@brownpaperpackages.co.uk as soon as possible after order placement & we shall try to accommodate any changes. If your request for refund comes after dispatch then we will retain the right to retain the delivery charges for the package, should you cancel the order.
Can i swap an item in a curated box before purchase or add an additional item to a curated box?
All items featured in our Curated boxes can be bought via our build-a-box page, so please use this to create your own unique gift box.
Are there different sized or patterned boxes i can purchase?
Watch this space, as this is something we're looking to add. Our items are offered with the intention of fitting into our standard boxes alongside other items. Should your selection not fit into one box we reserve the right to ship the parcel in two packages, or wrap any additional items though we will include them in the same delivery. Conversely, for smaller gifts, the items are packaged with tissue paper and attractive navy sizzle, so it is presentable if there are only small or a few items in the standard box.
Will my box include a receipt or price?
Due to the gift nature of our business, we do not include any receipt or price information in our packages. You will receive an order confirmation upon order placement &, if required, can request a VAT receipt by contacting us via our contact form.
Can i or my recipient return the package?
If your order is incorrect or damaged please contact us via our contact form or email us at support@brownpaperpackages.co.uk including your order number and a description of the issue. We will aim to replace any missing or damaged items as soon as we can however, if this is not possible we will offer a refund. If the items are not damaged or incorrect, then we are not at liberty to refund the items. Please visit our Terms & Conditions for your rights and further information.
How can i get a VAT receipt?
We are VAT registered, so please contact us at via our contact form or email us at support@brownpaperpackages.co.uk and we will issue you your VAT receipt.
How can i leave a review of your product or service?
Please head to our trust pilot page www.trustpilot.com/review/www.brownpaperpackages.co.uk
Delivery queries
Where's my order?
For UK mainland deliveries we offer tracked next working day delivery as standard when you place your order before midday. Our nominated courier DPD will email/ text you a tracking number (depending on your contact detail data entry), letting you know your order has been despatched the day prior to delivery & again on the day of delivery with a specified one hour delivery time slot. To track your parcel enter your tracking number here: DPD local tracking for full details. DPD will also send you a confirmation notification once the delivery has been completed. If you require additional information on your delivery, please contact us via our contact form or email us at support@brownpaperpackages.co.uk
Do you deliver on weekends?
For UK Mainland locations, you can upgrade your delivery to a Saturday delivery, which can be selected at checkout. We don't deliver on Sunday. Please visit our delivery page for more information.
When do i need to order for next day delivery?
Please place your order by midday the day prior to required delivery. For example, for a Wednesday delivery we would require your order by midday on Tuesday. For saturday deliveries you will need to place the order by friday midday and upgrade the delivery to a saturday service for £12.50.
Do you deliver internationally?
Yes, we deliver to Europe, the US and rest of world locations. Please visit our Delivery page for further information on specific locations.
My account
How do I unsubscribe from your emails
You can either change your preferences within My Account, or alternatively use the ‘unsubscribe’ link at the bottom of any marketing email you receive. Please allow up to 5 working days for the emails to stop
How do I delete my account?
If you would like us to Close / Delete all data held in your Brown Paper Packages account please contact us at via our contact form or email us at support@brownpaperpackages.co.uk