Frequently Asked Questions
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Frequently Asked Questions
MONTHLY SUBSCRIPTION BOXES
What subscription boxes do you offer?
We offer three different subscription boxes each month. Our Penspiration box includes 5-7 stylish pens, pencils, and/or writing tools. The Planning + Stationery box includes planner related stationery items, organizational supplies, and/or writing tools. The combined Penspiration and Planning + Stationery box includes all items from both boxes at a discounted price. Each of the three boxes are offered Month to Month or in 3 month and 6 month prepays.
How does the cutoff date work each month?
Will I automatically be billed for C&P monthly subscriptions?
Can I buy a single box without subscribing?
Can I buy a previous month's box?
When will I receive my subscription box?
What will be in the box? Can you show me?
Can a shop order be shipped with my subscription box?
What is your return policy for subscription boxes?
What is the cancelation policy for subscription boxes?
How do I log into my subscription account?
Can I skip a box without cancelling my subscription?
If I skip a renewal, can I un-skip it?
How long will it take for my items to ship?
Typically, orders are processed and ship within 2 business days. On occasion, during peak holidays, sales, and new product releases, our processing time may be up to 12 business days.
Domestic shipments are shipped via USPS and generally take approximately 2-3 business days to receive once shipped. Please be aware that COVID-19 disruptions have impacted USPS processing times.
International shipments are shipped via USPS or UPS depending on selections at checkout. International shipping time frames vary based on courier.
We are not responsible for lost packages that are deemed as delivered.
Will a signature confirmation be required for my order to be delivered?
Most orders will not require a signature confirmation for delivery; however, there are two exceptions:
- Any orders containing a leather Planner or Agenda
- Any order with a value above $150
We do this to better ensure the safe arrival of your order. If you will be unable to sign for your package, please email Customer Service at email@example.com to set up an alternative delivery option.
We do not require signature confirmation for international packages.
Currently, we offer International shipping via USPS in order to offer the best rate possible to our International Customers. International customers pay a flat fee for orders under 4 lbs, based on their shipping location. Once the order is shipped, an email with your tracking number will be sent to you.
Orders typically take 6-10 business days to receive, depending on your location. Please be aware that COVID-19 disruptions have impacted USPS processing times. In rare situations, your package may take longer to arrive due to customs checks, which are out of our control. Updates to these checks can only be given by the customs office or officials.
We also offer UPS shipping for international customers, which can be selected at checkout. If you would like your order shipped with another service, please email Customer Service at firstname.lastname@example.org for a rate quotation.
We are not responsible for lost packages that are deemed as delivered.
Customs fees and VAT amounts vary based on location. You may be subject to these fees based on the total value of your order. We recommend checking the rates for fees and taxes with your local customs or post office. We are not able to alter the value of your order.
COVID-19 Disruptions to International Shipping
International USPS Shipments outside of the United States and Canada are experiencing significant shipment delays in some cases as a result of the COVID-19 crisis. USPS packages are shipped via commercial airline flights, which are being cancelled and rerouted every day, causing mass delays and backups in international shipments. USPS is working actively to find new flights for these packages to ship on, as well as sourcing alternative methods to ship these packages.
Please keep this in mind if you are placing an order internationally. We have never experienced shipping delays to international customers prior to the COVID-19 crisis, and we appreciate your patience as we navigate this together. To see countries where shipments are most disrupted, please check the USPS's statement on International Shipment disruptions. However, disruptions extend beyond these countries as well, and we are seeing these delays affect our customers worldwide. Delays may be mitigated by upgrading to alternative expedited shipment options.
If your package is currently experiencing a delay, please contact our customer service team at email@example.com so that we can add your package to our list to monitor. We cannot cancel orders once they have left our facilities. We will not be able to process refunds for delayed orders until the package is sent back to us by the USPS, or until the package is received by you and returned to us.
Thank you for your patience and understanding, and we apologize for this disruption to our usual shipping times.
What size inserts should I purchase for my planner?
We have drafted a conversion for some of the most popular planners on the market:
Louis Vuitton PM: Pocket
Louis Vuitton MM: Personal
Louis Vuitton GM: A5 6-Ring Punch
Louis Vuitton Desk Agenda: Half Letter 8-Disc Punch (discbound notebook), A5 6-Ring (with inserted rings), or an A5 sized notebook
TUL Junior Size Notebook: Half Letter 8-Disc Punch
ARC Junior Size Notebook: Half Letter 8-Disc Punch
Levenger Junior Size Notebook: Half Letter 8-Disc Punch
Filofax, Gillio, kikki.K, Moterm, and other mainstream planners: please purchase our products in the same size that you would in those brands
Cloth & Paper Compact A5 Binder:
If you want side tabs only Half Letter 6 hole punch (for inserts and dividers)
If you want top tabs only Standard A5 (for inserts and dividers)
Cloth & Paper Agenda Cover: Half Letter 8-Disc Punch (discbound notebook), A5 6-Ring (with inserted rings) or an A5 sized notebook
Cloth & Paper A5 Leather Binder: A5 6-Ring Punch
Cloth & Paper Personal Leather Binder: Personal
Additional size comparison information is available in our Size Guide.
How do I log into my shop account?
Does my leather agenda have a warranty?
Your Cloth & Paper leather planner or agenda cover is handmade using natural materials, which means no two planners are the same. Due to the nature of leather, there may be some slight irregularities in the leather color, size of the grain, and texture. Each leather planner will have some natural signage like wrinkles, blemishes and other markings. Enjoy your Cloth & Paper planner for years to come by keeping it clean with a damp cloth or an alcohol-free wipe.
Cloth & Paper does not currently offer repairs. However, we always recommend using the push tabs on the end of your rings to open them. Pulling the rings open using the rings themselves can affect the tension and alignment and can eventually cause gaps.
When will you restock items?
REFUNDS & EXCHANGES
What is your refund & exchange policy?
Exchanges or store credit must receive a return authorization prior to shipping your order back. For questions and inquiries about a return or exchange, please reach out to firstname.lastname@example.org. You must request an exchange within 5 days of your order being delivered.
Most items purchased directly from Cloth & Paper that are unopened, unused, and returned within 7 days of delivery will receive an exchange or store credit. Personalized items are final sale. Items that are opened, damaged or do not have a receipt may be denied an exchange or store credit.
Shipping costs will not be refunded. If approved for a refund, any shop orders that received free shipping will receive a refund less the shipping fees ($6.95 shipping fee for U.S. domestic orders; shipping costs for international orders will vary based on location). Cloth & Paper does not provide prepaid shipping labels for returns or exchanges.
Cloth & Paper subscription boxes are non-refundable/non-returnable. Subscription box refunds must be requested via email prior to canceling by the 5th of each month in order to receive a refund. Subscription box refunds will be prorated for prepaid subscriptions.
LOYALTY AND REWARDS POINTS
What can I earn reward points on?
Reward points can be earned for both shop orders and subscription boxes; however, they are run through two different programs. Please note that points and rewards cannot be transferred between the two programs.
You are automatically enrolled in the subscription box loyalty program when you place a subscription.
Enrollment in the online shop rewards program is not automatic. You will need to sign up separately for the reward program once you have activated your customer account. Points for orders placed before you signed up are not added automatically, but can be added by emailing your order numbers to email@example.com.
How are subscription box loyalty program points awarded?
How are online shop reward points awarded?
How can I view my points?
You can view your point total for the subscription box rewards program under your subscription box account, which you can log into here. You will also find this log in under the Monthly Subscriptions tab on our website.
Shop reward point totals can be accessed through the “C&P Rewards” button in the bottom right hand corner of our website. On mobile browsers, it is a black button with a white star. This is also where you can sign up for the shop rewards program.
How can I claim a reward?
How do I purchase a gift card?
When viewing our website, click the “Shop” dropdown at the top of the page. Select “Gift Cards”. The default value is $10. Click the dropdown menu on the right side of the listing to select another dollar amount for your gift card. Values range from $10-$500.
Our dropdown menus tend to change from time to time, so you can always click the magnifying glass in the top right corner of the page to access the search function. Type “Gift Cards” into the search bar and you can access them that way as well.
If I purchase a gift card, how does the email notification work? Should I enter my email address or the gift recipient's email address?
Great question! It depends on when you want the recipient to receive the gift card - now or later? If you want them to receive it immediately, enter their email address so it will go straight to them. Alternatively, if you’d like to surprise them with it at a later time, enter your email address. That way you can forward the email to them when you’re ready to give them the gift card.
The gift card is redeemed in the form of a unique code. The email address that it's sent to will not affect the code being applied, so if the email goes to you and you forward it to the gift recipient, they will not have any problem redeeming it without your email address. They will click a link in the email to "view gift card" and that is when they will receive their unique gift code.
STILL HAVE QUESTIONS?
If you need assistance with an order, please include your order number, along with the name and email address used to place the order.
If you need assistance with a subscription, please include the name and email address linked to the subscription.