Help & FAQs
If you need a little help, please have a look at our frequently asked questions below. And if you can't find the answer to your query, simply email sales@rhinostationery.com and we will do our best to get back to you as soon as possible.
Frequently asked questions
ShippingHow much will it cost for delivery?
Standard delivery to England, Scotland and Wales mainland, is £4.50 for orders up to £45. Free delivery on orders over £45! For the UK Islands and Highlands, delivery starts from £4.50 and is weight dependent, for orders over 3KG, delivery is £11.75.
When will my order be shipped?
Once your order is successfully complete, you will receive a confirmation email. Orders are normally dispatched within 2-3 days after your order has been placed. Once dispatched, you will receive an email with courier and tracking details. Due to our warehouse operating hours, any orders placed Friday onwards will be processed the following week.
How long will my order take to arrive?
For UK shipping, your order will take 3-5 days. Orders are shipped via Royal Mail or DPD delivery services. If you have not received your order, please do not hesitate to email us at sales@rhinostationery. com, with your order number and we can assist you further. We cannot be held responsible for delays or lost packages if an incorrect or incomplete address is supplied
Do you offer express delivery?
Yes, we offer a 48 hour express shipping service to to England, Scotland and Wales mainland for a flat rate of £5.75. Due to our warehouse operating hours, any orders placed Friday onwards will be processed the following week.
Do you ship worldwide?
Yes, we ship to all countries worldwide, at checkout, the cost of delivery will be automatically estimated and added to your basket. Deliveries to the rest of Europe and worldwide are sent by Courier depending on the weight of the order.
Payment & PricingWhat are my payment options?
At rhinostationery.com we accept a variety of payment methods including Mastercard, Visa, and American Express. Or if you prefer you can checkout through Paypal - the choice is yours!
Do your prices online include VAT?
Yes, all of our prices shown online are shown both excluding and including VAT.
Do you provide a VAT invoice?
Yes, please login to your account and click on the order number and a VAT invoice we be downloadable. Alternatively, order confirmation emails also contain a link to download the VAT invoice.
Can I place an order via the phone?
All of our orders are to be placed via our website online, we cannot process any orders on the phone.
Can I place a purchase order on account?
We are pleased to announce we can now take proforma invoices, this is a first step for us into a fully automated service with credit facility, due to launch shortly. If you would like to place an order via proforma please do the following: 1. Create an account. 2. Create an order in that account but don’t checkout. 3. Contact us with the email address associated with the account. We will then find your order, generate a proforma invoice for you with all the necessary information on. In the future this will be fully automated and you will be able to generate your own proforma invoice at checkout or apply for an online credit account.
ReturnsHow can I return my order?
We hope you will be happy with your new purchase. However, in the unlikely event that the product is faulty or if you change your mind for any reason (provided that the goods are in original re-saleable condition) we are happy to offer you a full refund. You have a legal right of 14 days to cancel the order after receiving it, and a further 14 days to send goods back for a full refund (including outward delivery costs). Please contact our customer service team if you wish to send back your order. The purchaser will be responsible for all return costs including any insurance that may be required. Your refund or exchange will be processed once we are in receipt of the goods. We reserve the right to refuse a refund on an item that has not been returned in a fully re-saleable condition. This does not affect your statutory rights. For more information please contact us.
Do you offer pre-paid returns postage?
The purchaser will be responsible for all return costs including any insurance that may be required. Please retain your proof of postage for any returns, you may need this if your chosen courier service loses your parcel.
Where do I send returns to?
Please send any returns to: RHINO Direct Returns, c/o Grosvenor House Papers, Westmorland Business Park, Kendal, Cumbria, LA9 6NP, United Kingdom.
I’ve already sent my return back, have you received it?
Returns can take up to 7 working days to reach us, returned items will be processed within 2 working days of receipt.
What courier do you recommend to use when returning items?
We advise that you use a courier that offers both traceability and insurance, in case your parcel is damaged or lost in transit. The goods will remain your property until received by us.
Do you offer returns on overprinted personalised items?
Unfortunately, we do not offer refunds for special orders, custom made or personalised items including overprinted exercise books.
Order Issues & EnquiriesI’ve already placed an order and would like to amend it?
Unfortunately, we are unable to amend orders after they have been placed; we advise that you place an additional order to add any items that you may have missed.
I’ve already placed an order and would like to cancel it?
If you have placed your order within 2 hours of completion, we are able to cancel it. Please provide us with your full order details and reason for cancellation. If it is too late to cancel your order, please see our returns information for how to return your items.
Missing Items?
Now and then, an item may get missed from your order. Please ensure to send us the full details of any missing items from your order, including the product number and your order number. We will aim to resolve your issue as quickly as we can.
Incorrect Items?
We're very sorry if you are experiencing issues with incorrect items being delivered. We aim to resolve any item issues as quickly as we can. Please ensure to send us the full details of any incorrect items in your order, including the product number and your order number. We may ask you to send the product back to us using our returns system.
Damaged Items?
We are very disappointed if you have received less than satisfactory products, we aim to provide all of our customers with high-quality educational standard books and paper. Please contact us with full details and images of any damaged products and we will aim to rectify this as soon as possible.
Discounts & PromotionsDo you offer a discount for ordering in bulk?
Yes, we offer discount codes for three price thresholds, please enter these codes at checkout: '5%OFF' if your order is over £150, '10%OFF' for orders over £400, '15%OFF' for orders over £1000.
Do you offer any discount codes?
We regularly offer promotions in our Email Newsletter, sign up to keep up to date with all the latest Rhino news, promotions and product launches!
My AccountCan I view my order status?
You can view your order online at anytime from your account. From here you can easily reorder or monitor the progress of your order as it is processed.
How can I update my account details?
Please log into your account and keep your account information up-to-date in case we need to contact you for any reason.
Why can't I log into my account?
We have recently upgraded our website system, as a result, you need to reset your password. We hope you like our new website!
RulingWhat types of ruling do you offer?
Our paper stationery comes in a variety of sizes and rulings. Sometimes it's difficult to know which ruling is the right one to go for, that's why we've included some handy ruling guides for you. Just remember, 1 leaf = 2 pages
What is overprinting?
You can customise your exercise books with our fast and cost effective personalisation services for all packs of 10 exercise books, to complete this we require a black and white copy of your school logo.
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