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Frequently Asked Questions
ROUTE PROTECT
What is Route Protect?
Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer.
Purchased Route Protect and need to file a shipping issue? File here
What are Route's Policies?
Marked As Delivered (Stolen)
- Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
- Orders over $100 USD require a police report
Stuck In Transit (Lost)
- Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
- Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date
Damaged
- File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout.
When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.
When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at assist@clothandpaper.com and we will be happy to work with you to remedy the situation.
How do I file a shipping issue for my lost, stolen, or damaged order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here.
Haven’t downloaded the app yet? Download here
Does Route cover stolen items?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.
What are Route's terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
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 other accessories. The combined Penspiration and Planning + Stationery box includes all items from both boxes at a discounted price. Our Planning + Stationery box and combined box are offered on a Month to Month term, as well as 3 month and 6 month prepaid terms; our Penspiration box is offered Month to Month or in a 3 month prepaid term.
How does the cutoff date work each month?
The cutoff date each month is the last possible day to subscribe and receive that month's subscription box. You have until 11:59 pm EST on the cutoff date to subscribe. The cutoff date also applies to any planner size change requests for that month's box, as well as subscription cancellation requests and address changes. Cutoff dates vary from month to month, and are updated monthly HERE.
Will I automatically be billed for C&P monthly subscriptions?
Yes, C&P subscriptions automatically renew. You will be billed automatically at 12 am EST on the first of each month.
However, if you choose to save by subscribing for a 3 or 6 month subscription, then you will be billed on the first of the month following the end of your subscription period. For example, if you sign up on January 1st for a 3 month Stationery box subscription, you will receive your next bill on April 1st when your 3 month prepay renews.
Cancelling a prepaid term after your billing cycle renews will not cancel the shipment of any prepaid boxes. Please email Customer Service at assist@clothandpaper.com if you would prefer to be refunded for a prepaid subscription rather than receiving your prepaid boxes.
Can I buy a single box without subscribing?
Yes and no. There is no way to buy a single box without subscribing. However, if you sign up for a Month to Month subscription and cancel your subscription before it renews, you will only receive the single box you paid for.
Can I buy a previous month's box?
We are unable to sell complete subscription boxes from previous months. However, various items from previous subscription boxes may be made available for purchase in our online shop.
When will I receive my subscription box?
We begin shipping on the 19th of each month and conclude shipping on the 24th. You can expect to receive an email notification with tracking by the 24th of each month. Boxes are titled for the month they are shipped; for example, our January box ships between January 19-24. U.S. customers typically receive their boxes in 2-4 business days following shipment.
The average delivery time for international customers varies based on location. On average, boxes arrive in 6-10 business days following shipment. If you are an international customer whose box is experiencing shipping issues, please visit our Shipping section for additional insight on COVID-19 shipping disruptions. Please reach out to Customer Service, at assist@clothandpaper.com, with any questions.
What's included in the subscription box? Can you show me?
Our subscription boxes are designed to surprise and delight you with a wide variety of our latest products! We do not showcase the full contents of upcoming boxes prior to shipment. Every month, sneak peeks of included products are featured on our Instagram page @cloth_and_paper, as well as in our email newsletter. Check out our Unboxing Blogs and unboxing videos on our YouTube channel to see examples of items we've previously included in subscription boxes.
Can a shop order be shipped with my subscription box?
The subscription box service and online shop purchases are processed through two separate platforms. We are not currently able to combine them for shipping.
What is your return policy for subscription boxes?
Once you have received your box, Cloth & Paper subscription boxes are non-refundable/non-returnable. If you would like to cancel and receive a refund for an unshipped box or boxes, the refund must be requested by that month's cutoff date. Cutoff dates vary from month to month, but are updated monthly HERE. Subscription box refunds will be prorated for prepaid subscriptions. To request a refund, please contact Customer Service at assist@clothandpaper.com.
What is the cancelation policy for subscription boxes?
You can cancel your subscription at any time, either through logging in to your subscription box account HERE or by emailing our Customer Service team at assist@clothandpaper.com. A cancellation request by email may take 2-3 days to process.
If you wish to cancel a box you have already paid for, you must request this via email by that month's cutoff date. Cutoff dates vary from month to month, but are updated monthly HERE.
Canceling a subscription stops it from renewing, but does not automatically cancel the shipment of boxes you have already paid for. For example, if your subscription renews on May 1st and you cancel your subscription on May 6th, you will still receive a May box, but your subscription will not renew on June 1st.
How do I log into my subscription account?
You can log into your subscription account here to update your address, update your subscription preferences, change your planner size, skip a month, or cancel.
Help! When I try to log in, I receive an error message.
You may be logging into your Cloth & Paper shop account, rather than your subscription account. The shop and subscription boxes are managed through separate logins. You can log into your subscription account here to update your address, update your subscription preferences, change your planner size, skip a month, or cancel. Please reach out to Customer Service at assist@clothandpaper.com with any persistent login issues.
Can I skip a box without cancelling my subscription?
Yes, each month you will have the option to skip your renewal if you prefer not to receive the next month's box. If you have a prepaid subscription, skipping your renewal will skip for the length of your prepaid term. For instance, if you have a three month prepaid term and you skip your August 1st renewal, your subscription will not renew until three months later, on November 1st. If you have a prepaid subscription and would like to skip only one month, please contact the Customer Service team at assist@clothandpaper.com. We can also help you skip a single box, even if your subscription has already renewed.
If I skip a renewal, can I un-skip it?
Yes! To un-skip a renewal, you will need to contact our Customer Service team at assist@clothandpaper.com at least three days before the cutoff date of the month you want to un-skip. There is no way to independently un-skip a renewal under your subscription box account. Cutoff dates vary from month to month, but are updated monthly HERE.
I use a pre-bound planner. Can I still subscribe?
Yes! We offer two subscription options suitable for those who prefer pre-bound planners. In place of certain sized items, Planning + Stationery Box subscribers who select "I don't own a ring or discbound planner" as their size option will receive a coordinating stationery item that may be bound or in notepad form. Our Penspiration Box is curated with writing tools to complement any style of planner!
I love stationery, but I don't own a planner. Which subscription is best for me?
Our Planning + Stationery Box features a wide variety of our latest designs. Subscribers who select "I don't own a ring or discbound planner" as their size option will receive a coordinating stationery item in place of planner inserts. Our Penspiration Box includes writing tools that are perfect for use at home or at the office.
SHIPPING
How long will it take for my order to ship?
Typically, shop 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. Please note that processing time is the time spent preparing your order prior to shipment. Current processing times are always updated on individual product pages.
All capsule collection products are made on demand. Domestic apparel orders can take up to 2 weeks to be delivered, while international apparel orders can take up to 4 weeks. Apparel items will ship separately from other shop items.
Domestic shipments are shipped via USPS and generally take approximately 2-3 business days to receive once shipped. We offer free U.S. domestic shipping via USPS for orders $50 and above. Please be aware that COVID-19 disruptions have impacted USPS processing times.
Upgraded UPS alternatives are also available. Orders selecting UPS shipping options are not subject to receive free shipping for orders $50 and above.
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.
My tracking information shows that my order was delivered, but I haven’t received it. What should I do?
We have recently seen several cases where packages are prematurely marked delivered before arriving at your address. It's also possible that the package was delivered to the wrong address. We recommend waiting 48-72 business hours to give the package a little more time to arrive, as well as reaching out to your neighbors to ask if they received your package by mistake.
If you insured your order with Route Protect at checkout, refer to Route FAQs above.
Feel free to reach out to us at assist@clothandpaper.com for assistance. Cloth & Paper is not responsible for packages that have been confirmed to be delivered.
International Shipping/Tracking
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.
Please be aware that COVID-19 disruptions have impacted USPS processing times. In rare situations, your package may also 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 assist@clothandpaper.com for a rate quotation.
We are not responsible for lost packages that are deemed as delivered.
International Customs/VAT
Customs fees and VAT amounts vary based on location, and are paid to your country of residence*, not to Cloth & Paper. 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. *Due to updated requirements, VAT is assessed and collected at checkout for orders shipping to the UK.
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. Transportation and personnel shortages worldwide have caused mass delays and backups with international shipments, and the severity of these delays is dependent on local situations. 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 assist@clothandpaper.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.
GENERAL QUESTIONS
What size inserts should I purchase for my agenda?
Cloth & Paper inserts come in a wide variety of sizes and punch styles for an array of planning needs, and are compatible with many other popular industry-standard sizes. For dimensions and compatibility with other brands, check out our Size Guide.
How do I log into my shop account?
Since your online shop account is different than your subscription account, you will need to log in to your account on the Cloth & Paper website to view your addresses, pending orders, order history, and shipping status. Click the person icon located in the top right corner of the homepage, then select "Log In." You will be prompted to enter your email and selected password.
Does my leather agenda have a warranty?
Yes, we protect your agenda from manufacturer defects for 45 days after delivery. Within this time frame, we will repair or replace your planner and cover shipping costs to and from us. If a problem arises with your agenda after 45 days, we will assess the concern and resolve it on a case by case basis. In the event we are able to repair your agenda for issues arising after 45 days, the customer is responsible for sending the product back to us at their cost. Alternatively, the customer can be billed for shipping to ship the product back to them. Repairs may take up to two weeks. For more information on our repair process please email assist@clothandpaper.com.
Leather Treatments/Repairs
Your Cloth & Paper genuine leather agenda cover or folio is handmade using natural materials, which means no two pieces 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 agenda will have some natural signage like wrinkles, blemishes and other markings. Enjoy your Cloth & Paper agenda for years to come by keeping it clean with a damp cloth or an alcohol-free wipe.
Cloth & Paper does not currently offer ring 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?
We work continuously to restock products, but production times vary. The best way to know when a product will be available for purchase is to sign up to receive an email notification when that product is restocked. Simply click "Email When Available" on the product listing and enter your preferred email.
Items that are listed in our Last Call collection will not return. Once a size sells out, it will not be listed again. Many Last Call designs will be rereleased in fresh, updated styles.
C&P Capsule Collection
Apparel Care Guide
Embroidered apparel items can be machine-washed cold, inside out on a gentle cycle. Make sure to use a mild detergent and to wash with like-colors. Embroidered items can be dry-cleaned as well.
After washing, ensure that the item is not left to soak or lie in a pile while wet. It is advised to not ring out embroidered items and to tumble-dry them in a cool air setting.
If you would like to iron your item, iron the item inside-out, preferably between two pieces of cloth. We advise that you do not wet the embroidery before ironing or using steam.
Embroidered hats can be wiped clean with a damp cloth where needed. They may also be hand washed and air-dried.
What's my size?
Need help finding your size? Check out our Size Guide on each apparel product page. We recommend comparing the garment measurements to something similar you already own.
When will my C&P Capsule Collection items arrive?
All C&P Capsule Collection products are made on demand. Domestic orders can take up to 2 weeks to be delivered, while international orders can take up to 4 weeks. Please note that international customers will be responsible for customs fees, duty, or taxes.
If you have any questions regarding your apparel order, please feel free to reach out to assist@clothandpaper.com.
What if I have non-capsule items in the same order as my C&P Capsule Collection product(s)? Will they ship separately?
Orders containing both non-apparel and apparel items will be shipped separately as our apparel will be produced and fulfilled at a separate location. You will receive two shipping notifications: one for your non-apparel item(s) and another one at a later date for your apparel item(s).
RETURNS
What is your return policy?
Returns for domestic orders may be initiated through our Returns Portal within 14 days of the order ship date. Refunds will only be provided for unopened items less the cost of return shipping. Store credit may be issued for items that have been opened, provided they are unused. The cost of the return label will be deducted from your refund or store credit if your item is not defective. All returns are accepted at the discretion of Cloth & Paper. We ask that you please ensure your return is packaged in a way that it will be received undamaged.
Used items will not be refunded or credited.
Original shipping charges may be subtracted from the refund or credit if the return reduces the original order below the free shipping threshold of $50 USD.
Items that are currently non-returnable and non-refundable include:
- Last Call items
- Planner Consultations
- Digital Downloads
- Gift Cards
- Subscription Boxes
- Items that have been used
- Items shipped more than 14 days ago
- C&P Capsule Collection items are final sale. Should you receive a defective or damaged C&P Capsule Collection item, please reach out to our Customer Service Team at assist@clothandpaper.com.
Returns received that fall outside of our return policy will not be credited. Once your return is received in our office, we will reach out to you. If you have a question about a return or have an international order, please email our Customer Service Team at assist@clothandpaper.com.
Can I use store credit from a return towards a subscription box?
Cloth & Paper store credit is valid for shop purchases only, and cannot be used towards subscriptions.
What is your price adjustment policy?
We may offer discounted items and special promotions from time to time, which are valid while supply lasts. Discounted and promotional items are not eligible for price adjustments, refunds, or returns.
The following products are not eligible for discounts: Leather Goods, Planner Consultations, Capsule Collection items, Magnetic Clips, Gift Cards, Digital Downloads, Sub boxes, or C&P Last Call items.
LOYALTY AND REWARDS POINTS
What can I earn rewards on?
All purchases made on the Cloth & Paper website are eligible to earn rewards.
Enrollment in the online shop reward program, C&P VIP, is not automatic. You will need to sign up separately for the reward program once you have activated your customer account. Luxxe Buxxe for orders placed before you signed up are not added automatically, but can be added by emailing your order numbers to assist@clothandpaper.com.
Loyalty program points are earned on each subscription box purchase via our separate subscription box loyalty program. You are automatically enrolled in the subscription box loyalty program when you place a subscription. Loyalty program points and Luxxe Buxxe are not interchangeable.
How are subscription box loyalty program points awarded?
Loyalty program points are awarded automatically both for signing up for a subscription and for renewals. You will receive 100 points for placing a subscription and earn 100 points for each subsequent renewal. If you are on a Month to Month subscription, you will receive 100 points each time your subscription renews on the first of the month. Prepaid subscriptions count each month as a renewal. For example, if you have a prepaid 3 month subscription, you will receive 300 points when it renews - 100 points for each month of your renewal subscription.
How are C&P VIP Luxxe Buxxe awarded?
Luxxe Buxxe are awarded for every $1 spent with shop orders. You can earn additional Luxxe Buxxe by signing up for the C&P VIP program, following us on Instagram, and liking us on Facebook. You'll also find a gift of Luxxe Buxxe awarded on your birthday each year! Once you have signed up for the C&P VIP rewards program, Luxxe Buxxe are added automatically following a purchase made while logged in to your account.
How can I view my Luxxe Buxxe?
Luxxe Buxxe totals can be accessed through the “C&P VIP” 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 to join the C&P VIP program if you are not currently a member.
You can view your point total for the subscription box loyalty program under your subscription box account, which you can log into here. You will also find this log in portal under the Monthly Subscriptions tab on our website.
How can I claim a reward?
You can use your Luxxe Buxxe to claim shop rewards through the "C&P VIP" button in the bottom right hand corner of our website. On mobile browsers, it is a black button with a white star. Once you claim your chosen reward, you will be given a code to apply to your next order.
Subscription box rewards can be claimed under your subscription box account, which you can log into here, and are automatically applied to your next renewal.
Can I combine Luxxe Buxxe and subscription box loyalty points?
Rewards can be earned for both shop orders and subscription boxes; however, they are processed through two separate programs. Please note that Luxxe Buxxe and rewards cannot be transferred between the two programs.
GIFT CARDS
How do I purchase a gift card?
When viewing our website, click the “Planner Shop” dropdown menu at the top of the page. Select “Gift Cards”. The default value is $10. Click the dropdown menu on the right side of the product listing to select another dollar amount for your gift card. Values range from $10-$500.
Looking for another way to shop gift cards? 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 the product listing will appear.
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.
A Cloth & Paper 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 - 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. The recipient will click a link in the email to "view gift card" and will receive their unique gift code.
Can I use a gift card to purchase a subscription?
Cloth & Paper gift cards are valid for shop purchases only, and cannot be used towards subscriptions. To give the gift of monthly Cloth & Paper deliveries, we recommend setting up a gift subscription. Please reach out to our Customer Service team at assist@clothandpaper.com with any questions regarding gifting.
STILL HAVE QUESTIONS?
EMAIL:
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.
FAQs
WE ARE HERE TO HELP
Frequently Asked Questions
ROUTE PROTECT
What is Route Protect?
Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer.
Purchased Route Protect and need to file a shipping issue? File here
What are Route's Policies?
Marked As Delivered (Stolen)
- Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
- Orders over $100 USD require a police report
Stuck In Transit (Lost)
- Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
- Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date
Damaged
- File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout.
When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.
When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at assist@clothandpaper.com and we will be happy to work with you to remedy the situation.
How do I file a shipping issue for my lost, stolen, or damaged order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here.
Haven’t downloaded the app yet? Download here
Does Route cover stolen items?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.
What are Route's terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
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 other accessories. The combined Penspiration and Planning + Stationery box includes all items from both boxes at a discounted price. Our Planning + Stationery box and combined box are offered on a Month to Month term, as well as 3 month and 6 month prepaid terms; our Penspiration box is offered Month to Month or in a 3 month prepaid term.
How does the cutoff date work each month?
The cutoff date each month is the last possible day to subscribe and receive that month's subscription box. You have until 11:59 pm EST on the cutoff date to subscribe. The cutoff date also applies to any planner size change requests for that month's box, as well as subscription cancellation requests and address changes. Cutoff dates vary from month to month, and are updated monthly HERE.
Will I automatically be billed for C&P monthly subscriptions?
Yes, C&P subscriptions automatically renew. You will be billed automatically at 12 am EST on the first of each month.
However, if you choose to save by subscribing for a 3 or 6 month subscription, then you will be billed on the first of the month following the end of your subscription period. For example, if you sign up on January 1st for a 3 month Stationery box subscription, you will receive your next bill on April 1st when your 3 month prepay renews.
Cancelling a prepaid term after your billing cycle renews will not cancel the shipment of any prepaid boxes. Please email Customer Service at assist@clothandpaper.com if you would prefer to be refunded for a prepaid subscription rather than receiving your prepaid boxes.
Can I buy a single box without subscribing?
Yes and no. There is no way to buy a single box without subscribing. However, if you sign up for a Month to Month subscription and cancel your subscription before it renews, you will only receive the single box you paid for.
Can I buy a previous month's box?
We are unable to sell complete subscription boxes from previous months. However, various items from previous subscription boxes may be made available for purchase in our online shop.
When will I receive my subscription box?
We begin shipping on the 19th of each month and conclude shipping on the 24th. You can expect to receive an email notification with tracking by the 24th of each month. Boxes are titled for the month they are shipped; for example, our January box ships between January 19-24. U.S. customers typically receive their boxes in 2-4 business days following shipment.
The average delivery time for international customers varies based on location. On average, boxes arrive in 6-10 business days following shipment. If you are an international customer whose box is experiencing shipping issues, please visit our Shipping section for additional insight on COVID-19 shipping disruptions. Please reach out to Customer Service, at assist@clothandpaper.com, with any questions.
What's included in the subscription box? Can you show me?
Our subscription boxes are designed to surprise and delight you with a wide variety of our latest products! We do not showcase the full contents of upcoming boxes prior to shipment. Every month, sneak peeks of included products are featured on our Instagram page @cloth_and_paper, as well as in our email newsletter. Check out our Unboxing Blogs and unboxing videos on our YouTube channel to see examples of items we've previously included in subscription boxes.
Can a shop order be shipped with my subscription box?
The subscription box service and online shop purchases are processed through two separate platforms. We are not currently able to combine them for shipping.
What is your return policy for subscription boxes?
Once you have received your box, Cloth & Paper subscription boxes are non-refundable/non-returnable. If you would like to cancel and receive a refund for an unshipped box or boxes, the refund must be requested by that month's cutoff date. Cutoff dates vary from month to month, but are updated monthly HERE. Subscription box refunds will be prorated for prepaid subscriptions. To request a refund, please contact Customer Service at assist@clothandpaper.com.
What is the cancelation policy for subscription boxes?
You can cancel your subscription at any time, either through logging in to your subscription box account HERE or by emailing our Customer Service team at assist@clothandpaper.com. A cancellation request by email may take 2-3 days to process.
If you wish to cancel a box you have already paid for, you must request this via email by that month's cutoff date. Cutoff dates vary from month to month, but are updated monthly HERE.
Canceling a subscription stops it from renewing, but does not automatically cancel the shipment of boxes you have already paid for. For example, if your subscription renews on May 1st and you cancel your subscription on May 6th, you will still receive a May box, but your subscription will not renew on June 1st.
How do I log into my subscription account?
You can log into your subscription account here to update your address, update your subscription preferences, change your planner size, skip a month, or cancel.
Help! When I try to log in, I receive an error message.
You may be logging into your Cloth & Paper shop account, rather than your subscription account. The shop and subscription boxes are managed through separate logins. You can log into your subscription account here to update your address, update your subscription preferences, change your planner size, skip a month, or cancel. Please reach out to Customer Service at assist@clothandpaper.com with any persistent login issues.
Can I skip a box without cancelling my subscription?
Yes, each month you will have the option to skip your renewal if you prefer not to receive the next month's box. If you have a prepaid subscription, skipping your renewal will skip for the length of your prepaid term. For instance, if you have a three month prepaid term and you skip your August 1st renewal, your subscription will not renew until three months later, on November 1st. If you have a prepaid subscription and would like to skip only one month, please contact the Customer Service team at assist@clothandpaper.com. We can also help you skip a single box, even if your subscription has already renewed.
If I skip a renewal, can I un-skip it?
Yes! To un-skip a renewal, you will need to contact our Customer Service team at assist@clothandpaper.com at least three days before the cutoff date of the month you want to un-skip. There is no way to independently un-skip a renewal under your subscription box account. Cutoff dates vary from month to month, but are updated monthly HERE.
I use a pre-bound planner. Can I still subscribe?
Yes! We offer two subscription options suitable for those who prefer pre-bound planners. In place of certain sized items, Planning + Stationery Box subscribers who select "I don't own a ring or discbound planner" as their size option will receive a coordinating stationery item that may be bound or in notepad form. Our Penspiration Box is curated with writing tools to complement any style of planner!
I love stationery, but I don't own a planner. Which subscription is best for me?
Our Planning + Stationery Box features a wide variety of our latest designs. Subscribers who select "I don't own a ring or discbound planner" as their size option will receive a coordinating stationery item in place of planner inserts. Our Penspiration Box includes writing tools that are perfect for use at home or at the office.
SHIPPING
How long will it take for my order to ship?
Typically, shop 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. Please note that processing time is the time spent preparing your order prior to shipment. Current processing times are always updated on individual product pages.
All capsule collection products are made on demand. Domestic apparel orders can take up to 2 weeks to be delivered, while international apparel orders can take up to 4 weeks. Apparel items will ship separately from other shop items.
Domestic shipments are shipped via USPS and generally take approximately 2-3 business days to receive once shipped. We offer free U.S. domestic shipping via USPS for orders $50 and above. Please be aware that COVID-19 disruptions have impacted USPS processing times.
Upgraded UPS alternatives are also available. Orders selecting UPS shipping options are not subject to receive free shipping for orders $50 and above.
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.
My tracking information shows that my order was delivered, but I haven’t received it. What should I do?
We have recently seen several cases where packages are prematurely marked delivered before arriving at your address. It's also possible that the package was delivered to the wrong address. We recommend waiting 48-72 business hours to give the package a little more time to arrive, as well as reaching out to your neighbors to ask if they received your package by mistake.
If you insured your order with Route Protect at checkout, refer to Route FAQs above.
Feel free to reach out to us at assist@clothandpaper.com for assistance. Cloth & Paper is not responsible for packages that have been confirmed to be delivered.
International Shipping/Tracking
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.
Please be aware that COVID-19 disruptions have impacted USPS processing times. In rare situations, your package may also 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 assist@clothandpaper.com for a rate quotation.
We are not responsible for lost packages that are deemed as delivered.
International Customs/VAT
Customs fees and VAT amounts vary based on location, and are paid to your country of residence*, not to Cloth & Paper. 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. *Due to updated requirements, VAT is assessed and collected at checkout for orders shipping to the UK.
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. Transportation and personnel shortages worldwide have caused mass delays and backups with international shipments, and the severity of these delays is dependent on local situations. 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 assist@clothandpaper.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.
GENERAL QUESTIONS
What size inserts should I purchase for my agenda?
Cloth & Paper inserts come in a wide variety of sizes and punch styles for an array of planning needs, and are compatible with many other popular industry-standard sizes. For dimensions and compatibility with other brands, check out our Size Guide.
How do I log into my shop account?
Since your online shop account is different than your subscription account, you will need to log in to your account on the Cloth & Paper website to view your addresses, pending orders, order history, and shipping status. Click the person icon located in the top right corner of the homepage, then select "Log In." You will be prompted to enter your email and selected password.
Does my leather agenda have a warranty?
Yes, we protect your agenda from manufacturer defects for 45 days after delivery. Within this time frame, we will repair or replace your planner and cover shipping costs to and from us. If a problem arises with your agenda after 45 days, we will assess the concern and resolve it on a case by case basis. In the event we are able to repair your agenda for issues arising after 45 days, the customer is responsible for sending the product back to us at their cost. Alternatively, the customer can be billed for shipping to ship the product back to them. Repairs may take up to two weeks. For more information on our repair process please email assist@clothandpaper.com.
Leather Treatments/Repairs
Your Cloth & Paper genuine leather agenda cover or folio is handmade using natural materials, which means no two pieces 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 agenda will have some natural signage like wrinkles, blemishes and other markings. Enjoy your Cloth & Paper agenda for years to come by keeping it clean with a damp cloth or an alcohol-free wipe.
Cloth & Paper does not currently offer ring 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?
We work continuously to restock products, but production times vary. The best way to know when a product will be available for purchase is to sign up to receive an email notification when that product is restocked. Simply click "Email When Available" on the product listing and enter your preferred email.
Items that are listed in our Last Call collection will not return. Once a size sells out, it will not be listed again. Many Last Call designs will be rereleased in fresh, updated styles.
C&P Capsule Collection
Apparel Care Guide
Embroidered apparel items can be machine-washed cold, inside out on a gentle cycle. Make sure to use a mild detergent and to wash with like-colors. Embroidered items can be dry-cleaned as well.
After washing, ensure that the item is not left to soak or lie in a pile while wet. It is advised to not ring out embroidered items and to tumble-dry them in a cool air setting.
If you would like to iron your item, iron the item inside-out, preferably between two pieces of cloth. We advise that you do not wet the embroidery before ironing or using steam.
Embroidered hats can be wiped clean with a damp cloth where needed. They may also be hand washed and air-dried.
What's my size?
Need help finding your size? Check out our Size Guide on each apparel product page. We recommend comparing the garment measurements to something similar you already own.
When will my C&P Capsule Collection items arrive?
All C&P Capsule Collection products are made on demand. Domestic orders can take up to 2 weeks to be delivered, while international orders can take up to 4 weeks. Please note that international customers will be responsible for customs fees, duty, or taxes.
If you have any questions regarding your apparel order, please feel free to reach out to assist@clothandpaper.com.
What if I have non-capsule items in the same order as my C&P Capsule Collection product(s)? Will they ship separately?
Orders containing both non-apparel and apparel items will be shipped separately as our apparel will be produced and fulfilled at a separate location. You will receive two shipping notifications: one for your non-apparel item(s) and another one at a later date for your apparel item(s).
RETURNS
What is your return policy?
Returns for domestic orders may be initiated through our Returns Portal within 14 days of the order ship date. Refunds will only be provided for unopened items less the cost of return shipping. Store credit may be issued for items that have been opened, provided they are unused. The cost of the return label will be deducted from your refund or store credit if your item is not defective. All returns are accepted at the discretion of Cloth & Paper. We ask that you please ensure your return is packaged in a way that it will be received undamaged.
Used items will not be refunded or credited.
Original shipping charges may be subtracted from the refund or credit if the return reduces the original order below the free shipping threshold of $50 USD.
Items that are currently non-returnable and non-refundable include:
- Last Call items
- Planner Consultations
- Digital Downloads
- Gift Cards
- Subscription Boxes
- Items that have been used
- Items shipped more than 14 days ago
- C&P Capsule Collection items are final sale. Should you receive a defective or damaged C&P Capsule Collection item, please reach out to our Customer Service Team at assist@clothandpaper.com.
Returns received that fall outside of our return policy will not be credited. Once your return is received in our office, we will reach out to you. If you have a question about a return or have an international order, please email our Customer Service Team at assist@clothandpaper.com.
Can I use store credit from a return towards a subscription box?
Cloth & Paper store credit is valid for shop purchases only, and cannot be used towards subscriptions.
What is your price adjustment policy?
We may offer discounted items and special promotions from time to time, which are valid while supply lasts. Discounted and promotional items are not eligible for price adjustments, refunds, or returns.
The following products are not eligible for discounts: Leather Goods, Planner Consultations, Capsule Collection items, Magnetic Clips, Gift Cards, Digital Downloads, Sub boxes, or C&P Last Call items.
LOYALTY AND REWARDS POINTS
What can I earn rewards on?
All purchases made on the Cloth & Paper website are eligible to earn rewards.
Enrollment in the online shop reward program, C&P VIP, is not automatic. You will need to sign up separately for the reward program once you have activated your customer account. Luxxe Buxxe for orders placed before you signed up are not added automatically, but can be added by emailing your order numbers to assist@clothandpaper.com.
Loyalty program points are earned on each subscription box purchase via our separate subscription box loyalty program. You are automatically enrolled in the subscription box loyalty program when you place a subscription. Loyalty program points and Luxxe Buxxe are not interchangeable.
How are subscription box loyalty program points awarded?
Loyalty program points are awarded automatically both for signing up for a subscription and for renewals. You will receive 100 points for placing a subscription and earn 100 points for each subsequent renewal. If you are on a Month to Month subscription, you will receive 100 points each time your subscription renews on the first of the month. Prepaid subscriptions count each month as a renewal. For example, if you have a prepaid 3 month subscription, you will receive 300 points when it renews - 100 points for each month of your renewal subscription.
How are C&P VIP Luxxe Buxxe awarded?
Luxxe Buxxe are awarded for every $1 spent with shop orders. You can earn additional Luxxe Buxxe by signing up for the C&P VIP program, following us on Instagram, and liking us on Facebook. You'll also find a gift of Luxxe Buxxe awarded on your birthday each year! Once you have signed up for the C&P VIP rewards program, Luxxe Buxxe are added automatically following a purchase made while logged in to your account.
How can I view my Luxxe Buxxe?
Luxxe Buxxe totals can be accessed through the “C&P VIP” 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 to join the C&P VIP program if you are not currently a member.
You can view your point total for the subscription box loyalty program under your subscription box account, which you can log into here. You will also find this log in portal under the Monthly Subscriptions tab on our website.
How can I claim a reward?
You can use your Luxxe Buxxe to claim shop rewards through the "C&P VIP" button in the bottom right hand corner of our website. On mobile browsers, it is a black button with a white star. Once you claim your chosen reward, you will be given a code to apply to your next order.
Subscription box rewards can be claimed under your subscription box account, which you can log into here, and are automatically applied to your next renewal.
Can I combine Luxxe Buxxe and subscription box loyalty points?
Rewards can be earned for both shop orders and subscription boxes; however, they are processed through two separate programs. Please note that Luxxe Buxxe and rewards cannot be transferred between the two programs.
GIFT CARDS
How do I purchase a gift card?
When viewing our website, click the “Planner Shop” dropdown menu at the top of the page. Select “Gift Cards”. The default value is $10. Click the dropdown menu on the right side of the product listing to select another dollar amount for your gift card. Values range from $10-$500.
Looking for another way to shop gift cards? 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 the product listing will appear.
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.
A Cloth & Paper 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 - 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. The recipient will click a link in the email to "view gift card" and will receive their unique gift code.
Can I use a gift card to purchase a subscription?
Cloth & Paper gift cards are valid for shop purchases only, and cannot be used towards subscriptions. To give the gift of monthly Cloth & Paper deliveries, we recommend setting up a gift subscription. Please reach out to our Customer Service team at assist@clothandpaper.com with any questions regarding gifting.
STILL HAVE QUESTIONS?
EMAIL:
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.
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