FAQ
If your question isn’t covered here, contact us using the info below.
1. Product & Selection
Q: What materials are your notebooks made of?
A: Our notebooks use premium paper (70-80gsm) to prevent ink bleed—options include lined, dotted, and blank pages. Covers are durable cardstock or soft leatherette (details on Shopify product pages).
Q: Are your backpacks suitable for middle school students?
A: Yes! Student backpacks have padded laptop compartments (fits 13-15” devices), adjustable straps, and multiple pockets for notebooks/pencil cases—look for “School Backpacks” tags.
Q: Do you have refillable pens?
A: Absolutely—our fountain pens and some gel pens come with refillable ink cartridges. Check “Refillable” labels on Shopify for compatible options.
2. Care & Maintenance
Q: How to clean a canvas pencil case?
A: Spot-clean with mild soap and a damp cloth. Avoid machine washing—may fade colors or damage zippers.
Q: Will notebook pages tear easily?
A: Our paper is tear-resistant, but avoid excessive force when turning pages. Use smooth-writing pens to prevent snagging.
Q: How to maintain backpack zippers?
A: Rub a small amount of wax on zipper teeth monthly. Remove debris gently—never force stuck zippers (may break them).
3. Orders & Shipping (Shopify)
Q: How to track my stationery order?
A: A tracking number is emailed once shipped. Check status via your Shopify order confirmation or our “My Account” page.
Q: Where do orders ship from, and how long is delivery?
A: We ship from 74 BEECHFIELD, HODDESDON, EN11 9QJ, UK, or partner warehouses. 1-2 days (UK); 3-6 days (EU); 5-8 days (U.S./Canada).
Q: Is there free shipping?
A: Yes—free standard shipping worldwide on orders over £35 / US$45 (applies to all notebooks, pens, and bags).
4. Returns & Exchanges
Q: What’s your return policy for Shopify orders?
A: 30-day returns for unused items in original packaging. Email first for a return label—we cover shipping for defects (e.g., broken pen nibs).
Q: My backpack arrived with a broken strap—what should I do?
A: Send photos to hiatus_lives8v@icloud.com within 48 hours. We’ll ship a replacement or process a refund via Shopify Payments.
5. Other Questions
Q: Do you offer back-to-school bundles?
A: Yes! Pre-made bundles include notebooks, pencil cases, pens, and backpacks—save 15% vs. individual purchases (shop “Bundles” on our store).
Q: Can I get custom-printed notebooks?
A: Custom covers (for 10+ units) are available. Email us with your design for a quote and timeline.