FAQs

We have a 30 day return policy. If you are unhappy with your purchase for any reason, please do not hesitate to contact us. Our return address is Nova Tissue Returns, Alford Street, Oldham, OL9 7LP.

Check the tracking information for a proof of delivery photo. Often, parcels are left with a neighbour and turn up within 24 hours.

The courier will attempt to deliver up to three times. Please continue to check the tracking information for updates.

Yes. Simply enter your preferred delivery day in the Order Notes field at checkout, and we’ll do our best to deliver on that day. Business customers can also request delivery during weekday office hours. While we’ll always try to help, we are unable to offer guaranteed timed deliveries.

Yes, you can. Whether it’s specifying a safe place for your parcel, a preferred neighbour, or an access code for entry, we’ll pass all instructions to your DPD courier.

Yes, we will send you tracking details when your order is dispatched. If you provide a mobile number, the courier will send delivery forecast updates.

We aim to deliver your order within 2 working days via a tracked courier service. Our delivery partners are DPD, Parcelforce, and Amazon Shipping.

Pallet orders are delivered via United Pallet Network (UPN)

Standard delivery is free for all mainland UK orders with no minimum spend.
We do not currently offer delivery to Northern Ireland.

We do not offer pallet deliveries to: Scottish Highlands & Islands, Channel Isles, Isle of Man, Isle of Wight, Scilly Isles, and Shetlands

We are committed to making our packaging as environmentally friendly as possible. Our Soft on Nature range is packaged in recyclable cardboard boxes with no plastic. Our remaining products use 100% recyclable LDPE film containing a minimum of 30% recycled plastic, which can be recycled at most large supermarkets with other soft plastics.

No. Our toilet paper and kitchen roll are manufactured to strict UK and European safety standards and are safe for everyday use. Any substances used during production are carefully controlled, comply with all applicable regulations, and are selected to be suitable for products that come into contact with skin.

Yes. Our toilet paper and kitchen roll are 100% vegan and cruelty-free. They contain no animal-derived ingredients, and all adhesives used are water-based and free from gelatine. We do not test our products or manufacturing processes on animals.

Our tissue products are made using FSC®-certified paper, sourced from responsibly managed forests and other controlled sources. Our FSC Chain of Custody certification provides assurance that the paper used in our products comes from responsible sources, helping to protect forests for future generations.

Yes, we can offer 30-day payment terms. Please email us at info@novatissue.co.uk or contact us via Live Chat to set up a credit account.

We’d recommend creating an account when you check out; this allows you to view and track all of your previous orders and download invoices.

Your VAT invoice will automatically be emailed to you along with your order confirmation.

It’s rarely more than 3 days before it’s available again. If you’d like to check the exact restock date, just use the live chat button and we’ll be happy to advise.

We accept all major credit and debit cards, as well as bank transfer. We can also offer 30-day credit terms to eligible business customers. To apply for a credit account, please email info@novatissue.co.uk or contact us via Live Chat, and we’ll be happy to help.