Frequently Asked Questions

1. Simply navigate through the categories on the left hand side or use the search box and type in what you are looking for. Another alternative is to navigate through the manufacturer list if you know the designer or manufacturer you are looking for.
2. Click on the "add" button next to the product and it will add it to your shopping cart.
3. Enlarge the image to get a better view of the product being sold and where appropriate additional images for more information.
4. When you have finished shopping, click on "Checkout".
5. If you haven't purchased from the new website before you may wish to register with us to receive up-date newsletters of new arrivals.  Click on New Customer button and type in all your details carefully. You will be required to choose a password, which you need to remember for when you want to log back into our site at a later date to place a new order.
6. If you are paying by credit or debit card you will be taken to Protx where you enter your payment details. Alternatively, choose to pay by cheque/crossed postal order (made out to Pantiles Papertole Limited) but we will not send out your order until this is received and cleared by the bank.
7. You will receive confirmation of your order by e-mail. If you have any order problems, please go to Contact Us at the top right of the page and send us a message - we'll be sure to get straight back to you.

No, you can order as few items as you wish but postage is calculated according to our standard delivery charges.

• Goods are sent using Royal Mail First Class within 24-48hours. This is a non-guaranteed service and generally parcels are delivered for next day, (except Sundays and Bank Holidays) however please allow up to seven days for delivery. 
• PLEASE NOTE that if you chose to pay by cheque/postal order then we will wait until we receive your cheque payment and have cleared it with the appropriate bank before sending your order to you.  Please read the 'Delivery and Returns' conditions (the link to this is at the bottom of the page).
• For the United Kingdom our postal charges depend on the amount of the basket value and increases depending on the size of your order requirements.
• For other European Union and international parcels we use Royal Mail "Airmail".  Delivery charges are based on the weight of the items in your basket.  Delivery times can vary but generally take about a week.   If the charge for postage and packaging when the order is processed exceeds well in excess of the amount charged on the invoice, then a REFUND may be given of an appropriate amount but this is totally up to the discretion of owner of Pantiles Papertole Limited.

Yes we deliver to other European countries and to several international countries.  Once you have made your order go to Basket and select your country in the drop down list.  This will up-date you with the postal charge and total amount to pay.

Please note that if you do not put the correct country of origin then we have the right to withhold sending the order until we notify the customer and the correct postage is received.

Yes! You can log into our website using your e-mail address and password to find out the status of your order.  Next to your order, you will see one of the following:

Pending - This means that we have received your order and it is waiting to be processed, packed and sent by us.  

Dispatched - This means that your order has now left us and is on it's way to you.

Awaiting Stock - This means that we are out of stock of one or more of the item(s) on your order and are awaiting new stock from our suppliers.  We will contact you by email to inform you how long we consider the items will take (but please note that during the current economic situation some wholesalers are taking longer to send out orders to us and there may be an unforseen delay).  If we have an item that we can no longer obtain from the supplier we will send you an alternative item.

We accept Visa, Visa Electron, Mastercard, Solo, JCB, and Maestro .  Please note that we only send orders where a customer performed a successful PAYMENT transaction using the Protx now known as SAGEPAY secure payment system.

We also accept payment by cheque or postal order - both need to be crossed and made payable to 'Pantiles Papertole Limited'.  Please note that we do not send out orders prior to payment being received and verified by the bank.

We will take orders over the telephone on 01892 618191 for UK customers and can carry out card transactions on our Royal Bank of Scotland Streamline in store machine where authorisation is required from that payment system.

• We try our very best to keep decoupage papers and products in stock at all times and the website shows which products are in or out of stock.
• We try to keep up to date daily as best as possible, BUT we hope you will appreciate that our stock is taken from that sold generally in our craft shop, in Tunbridge Wells, Kent, and it is not possible to keep items separated for the website.
• If we receive lots of orders on a particular item all at once then we may become out of stock of it before we get a chance to update the site.
• If you need a particular item in a hurry then e-mail us for a confirmed current stock update.
• If an item you have ordered is out of stock then we will e-mail you to let you know and will give you the option to put it on back order, replace it with another similar item or refund you.
• We try our best to get stock back in as quickly as possible but all of our suppliers expect a minimal order requirement that is often £150 - £350 not including VAT so we have to ensure we need other items from the supplier to make up the order, and in the current ecomonic climate this may be difficult and I hope you will be understanding of the situation.
• Some items we may find have become 'a discontinued item' with the supplier and although we will try to find another supplier this may prove an impossible task and we will replace with another item or give you a refund, but will contact you by email or telephone to discuss this with you.

As this is our new website, we are constantly adding new products and you will see over the next few months a lot more new items appearing.

We have a huge stock of decoupage prints and other card making products in our shop so we suggest that you keep checking our HomePage for new products or drop us a line using the form in 'CONTACT US' at the top of the page.

If you join our free mailing list you will receive all new product announcements.

Yes we do and you can purchase this on the site - see the category list on the left hand side.  It is currently being updated as some items are now no longer available from suppliers.

It costs £5 to purchase but there are 154 pages of decoupage images and you will receive up dated information on new items. Just click on the Pantiles Papertole catalogue and order.

Pantiles Papertole Limited

14/16 The Pantiles

Royal Tunbridge Wells

Kent  TN2 5TN

01892 618191

email: pantiles22@btconnect.com

All prices quoted are inclusive of VAT at 15% (if applicable).  The VAT element of each purchase is clearly detailed on the Pantiles Papertole invoice.  There is no VAT charged on craft magazines.

If you have any queries relating to the delivery of your order you can contact us on 01892 618191 between 10am and 4.45pm Monday to Saturday or 11am and 4pm on Sundays and Bank Holidays (not including Christmas, Boxing Day, New Year's Day or Easter Sunday).

Or you can email us pantiles22@btconnect.com

• You may, if you wish, cancel your order for any reason within 30 days starting from the day you made your order.
• To do this you will need to notify us that you wish to do this, specifying the order number of the order to be cancelled.
   
• If you do this we may ask you to pay the cost of returning the goods to us , but apart from this, the whole of your money will be returned to you within 30 days of such cancellation.
• HOWEVER the goods must be unused and in their original condition and packaging.

Item Not required:

We will allow you to return your item if it is not what you require within 30 days of the order made as long as it has not been used and is returned in its original packaging.

Return of the goods will be at your own cost. Please call us on 01892 618191 if you wish to return your goods. 

Upon receipt of the item(s) we will refund the full value of the item(s) subject to them being unused and in their original condition and packaging.
Item damaged, faulty or incorrectly supplied:

If an item has been incorrectly supplied, received damaged or is faulty then all you need to do is follow the Returns Procedures detailed above. We will then arrange collection of the item(s) free of charge. Upon receipt of the item(s) we will refund the full value of the goods and any carriage costs

Pantiles Papertole has taken a great deal of care to ensure that any personal information you send us remains totally confidential. All credit card information is encrypted when it is transferred over the internet using SSL encryption. All personal information is held on a Secure Server and will not be used in any way without your express permission. 

All transaction information passed between merchant sites and Sage Pay’s systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass to Sage Pay’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

For more information about the security of this system please visit the website  http://www.sagepay.com/security_policy.asp

Pantiles Papertole respects the need to protect your privacy. In order to process your orders and to provide you, if required, with details of those orders at a later stage we do need to collect a certain amount of personal data. Our policy is to collect and retain only the information we require to enable us to carry out your orders. When you place an order with Pantiles Papertole we collect the following information:

Your E-Mail Address, Daytime Telephone Number, Home Address and Post Code and Delivery Address and Post Code. This information enables us to process your orders and to advise you of the status of your orders.

A Password. The first time you order you are asked to register by entering a password. This password enables us to identify you when you revisit our Website. The benefits to you are that, by entering your password, you do not need to re-enter your address details when you re-order.

Your Credit Card Details i.e. Credit Card Type, Number, Expiry Date etc. This information is sent to us in an encrypted form and is stored on a secure server. This information enables us to process your order. This sensitive information is held only as long as necessary for us to meet our obligations to you and the credit card companies.

THE UK DATA PROTECTION ACTS OF 1984 AND 1998, requires strict procedures in the storage and disclosure of all information which you have given us in order to prevent unauthorised access.

You are given the opportunity to register for Pantiles Papertole emails on our website. By opting for this feature, you will be able to receive news, articles and offers from www.pantilespapertole.com which we feel may be of interest to you. We will not pass your information onto any other third party. You can opt at any time to be removed from our mailing list by emailing us.

pantilespapertole.com does use temporary Cookies to track our customers use of the website. We use this information solely for the purpose of ensuring that the content of the website meets our customers' requirements. 

Pantiles Papertole Limited accepts responsibility for all information collected via this website.

Yes we have a SPECIAL OFFERS category as well as CLEARANCE ITEMS of stock we wish to make room for newer products as the craft industry are always releasing new papers and items.  From time to time we have a SPECIAL PROMOTION on offer to.  If you have a SPECIAL DISCOUNT VOUCHER then you would have been given a code to which you add at the checking out process when requested.