Frequently Asked Questions
General Questions
-
Which paper do I choose?
We offer a range of writing and artist papers for our sketchbooks and notebooks. Carry on reading to find the paper that best suits you.
-
All-Purpose Writing Paper
118gsm, smooth surface, off-white colour. Fountain pen friendly, 100% recycled, and chlorine-free.
Our favourite uses for this paper are note-taking, bullet journaling, and sketching with ink and dry media.
-
Everyday Artist Paper - Fine Grain 150gsm
150gsm, fine-grain surface, mixed media, natural white, and acid-free.
Our customers enjoy this paper for its mixed-media properties and casual feel. They have found the lighter surface less intimidating than heavier stocks, giving them the freedom to explore creatively, make mistakes, write notes and doodle. If you're looking for art paper to use in your daily practice, this one's for you.
Our favourite uses for this paper include sketching, thumbnails and roughs, illustrating, and drawing on location, as well as making notes and journaling.-
Heavy-duty Artist Paper - Smooth 190gsm
190gsm, smooth surface, mixed media, natural white, and acid-free.
Our customers enjoy this paper for its mixed-media properties and heavy weight. They find that it allows them to explore their practice without restrictions, using their favourite materials with no fear of show-through or buckling. If you're looking for art paper that can take almost everything thrown at it, this one's for you.
Our favourite uses for this paper include Plein air painting, experimentation, finished work and sketching.Learn more about the papers that we use here.
-
Do you do custom orders?
We're always open to new projects and custom orders. Feel free to send us an email at info@oddorange.co.uk to discuss your idea with us.
-
Can we collaborate?
We're always open to new projects and collaborations. Feel free to send us an email at info@oddorange.co.uk to discuss your idea with us.
-
How do pre-orders work?
Due to the handmade nature of our products, we use preorders for a lot of our re-stocks and new releases.
We open pre-orders for a limited time on a select amount of products. When you pre-order something, you pay the full amount immediately at checkout. Our processing time for pre-orders is 1 to 3 months and we will ship the product as soon as it has been made. If you order more than one pre-order item, we will send them out at the same time, once the last product is finished. If you order a non-pre-ordered item alongside a pre-order, we will send them out at the same time, once the pre-order is complete. Please get in touch if you want your items sent out separately.
If you have any questions about pre-orders, please feel free to email us at info@oddorange.co.uk.
Shipping and Delivery
-
How much is domestic shipping?
Shipping to the UK costs upwards of £1.60 and will vary depending on what you order. Charges are calculated and displayed at checkout. We offer free shipping to all UK orders over £50.
-
Do you ship internationally and how much does it cost?
We ship worldwide!
Shipping internationally costs upwards of £2.70 and will vary depending on what you order and where you send it to. Charges are calculated and displayed at checkout.
* Please note that orders shipped outside of the UK may be subject to import duties and taxes, which are incurred once a shipment reaches your destination country. Odd Orange is not responsible for these charges if they are applied and are the responsibility of the customer.
-
When will I get my order?
We aim to have all orders processed within 1 to 3 business days. Pre-orders take 1 to 3 months to produce and ship. You will receive an order confirmation email once your order is placed, and another notification once it's been shipped.
Shipping to the UK generally takes 1-3 business days to arrive.*
Shipping internationally generally takes 7-14 business days to arrive.*
* Please note that these shipping times are estimated by Royal Mail and are not guaranteed. International orders may be subject to delays as a result of different postal systems.
-
Can I track my order?
Once your order has shipped, you will receive an email notification from us. If the order includes tracking, you will get a tracking number that you can use to keep updated on the status of your order. Please allow 48 hours for the tracking information to be made available.
-
I haven't received my order yet, what do I do?
If you haven't had your order within 14 days of receiving your shipping confirmation email, please contact us at info@oddorange.co.uk with your name and order number, and we'll look into it for you.
-
I've just ordered something but I want to add/change parts of it. What do I do?
If you've changed your mind or want to add something to an order that you've already placed, make sure to get in touch with us as soon as possible, preferably within 10 hours. If contacted in time, we will make amends to your order. We cannot cancel or make changes to orders once they've already been shipped. If the order has already been shipped, you will need to make a separate order or go through our returns process.
-
How do I cancel an order?
If you want to cancel an order, make sure to get in touch with us as soon as possible, preferable less than 10 hours after the order has been placed. We cannot cancel orders once they've already shipped. If you're too late to cancel an order, you will need to wait for it to arrive and go through our returns process.
-
My item has arrived damaged!
We are so sorry to hear this! We try our very best to make sure all of our products are in perfect condition and packed safely. However, sometimes mistakes happen either on our end or during the shipping process. In the event that an item has arrived damaged or faulty, please get in touch with us immediately via info@oddorange.co.uk with your order number and a photograph of the damage and we will do our best to fix the situation.
-
I've received the wrong item!
We're so sorry to hear this! Please get in touch with us as soon as possible at info@oddorange.co.uk so we can get the correct item out to you.
Returns and Refunds
-
How do I return something?
We have a 28-day return policy, which means you have 28 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it.
Unfortunately as a small business, we are unable to cover the cost of returns, except for damaged or faulty items. Please get in touch if you have any questions about returns.
To start a return, contact us at info@oddorange.co.uk with your name and order number or proof of purchase. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Custom or personalised products, sale items, and gift cards cannot be returned.
Feel free to contact us for any return question at info@oddorange.co.uk.
-
Do you cover the cost for returning orders?
Unfortunately as a small business, we are unable to cover the cost of returns, except for damaged or faulty items. Please get in touch if you have any questions about your order.
-
How do I get a refund?
To get a refund, you must complete our returns process (above) first. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be refunded the full amount, minus the original shipping cost, within 14 days via your original payment method. Please note that it can take some time for your bank or credit card company to process and post the refund.
-
How do I exchange an item?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.