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.

You can specify a preferred delivery day in the Order Notes field on the Checkout page. Businesses can request delivery during weekday office hours.

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 courier.

Yes, we will send you tracking details when your order is dispatched. If you provide a mobile number, the courier will send a 2-hour delivery forecast on the morning of delivery.

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

Yes, standard delivery is free for all mainland UK orders with no minimum spend. However, deliveries to the Scottish Highlands & Islands, Channel Isles, Northern Ireland, Isle of Man, Isle of Wight, Scilly Isles, and Shetlands incur a surcharge of £10 per item.

Affected postcodes: AB10-56, BT (ALL), FK17-21, G83, GY (ALL), HS (ALL), IM (ALL), IV (ALL), JE (ALL), KA27-28, KW (ALL), PA20-80, PH15-50, PO30-41, TR21-25, ZE (ALL)

Our Soft on Nature range is plastic-free and dispatched in cardboard boxes. Our remaining products are wrapped in LDPE, which is 100% recyclable and contains a minimum of 30% recycled content. LDPE can be recycled at all large supermarkets, in the same section as carrier bags.

Our toilet rolls are chlorine-free and contain no harsh chemicals. We aim for paper that is kind-to-skin, so any minimal chemicals used in paper production are non-toxic, meet regulatory standards, and are environmentally safe.

None of our toilet paper and kitchen roll is made with animal-derived products. All adhesives used are water-based and do not contain gelatine. Our paper tape is vegan too. No animal testing is involved in any part of the production process.

All our paper is sustainably sourced, originating from environmentally managed forests. The remaining packaging materials are sourced within the UK and then processed and manufactured into the final product in our factory in Oldham.

Yes you can apply here: https://novatissue.co.uk/wholesale-registration-page/

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.

We apologise if a product is out of stock. We will always try to show you when it’s next available to despatch by showing a back-order forecast. Usually only a few days away.