Support » Online Help
Help & Support
For more information on each section, click the link within that section. If you have not been able to find the information that you are looking for please do not hesitate to contact us. Our details can be found in the Contact Us section.
Shopping
Site Navigation
General Problems
Contact Us
If you can not find the answers that you are looking for here, feel free to Contact Us. We will be happy to help.
My Account
- Quotes
- Quotes are your way of saving regular items for ease of ordering on later dates. You save a quote by going though the normal checkout procedure and placing a tick in the 'Save As A Quote' box prior to placing the order.
- The contents of your basket will then be available for you to add into your basket whenever you wish.
- Orders
- When we receive an order it will be processed automatically. We will send an invoice 2-5 working days after your package and payment is due within 30 days of the invoice. (See Terms & Conditions for further details.) If you have further questions then contact us.
Login/Register
- Login/Register
- If you are not a member then before you can place an order you must sign-up to the site using the forms provided.
- Click on Login/Register towards the top of each page. Then click on Business Account and fill out the forms remembering not to miss any boxes marked with a*.
- If you are unsure of any of the boxes click on the i button next to it for further information.
- If you are already a member then click on Login/Register towards the top of each page and fill in your username and password beneath Account Login.
- Accessing the Members Area
- Once you have logged in you can click on My Account from anywhere in the site to access your details.
- Retrieving lost login details
- If you have forgotten your password then click on Login/Register and fill in your username and email address into the Password Reminder box. Your password will then be reset and your new password will be emailed to you.
- If you have forgotten your username then click on the Forgotten Username? link in the Password Reminder box. You can then enter your password and email address into the appropriate boxes under Forgotten Username. Your username will then be emailed to you.
- Once you have your new password or username sent to you and you have logged in go to My Security Details and update your password to something secure and memorable.
Site Navigation
- How to find what you are looking for
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If you are looking for a HP Laser Toner then start by clicking on the Inks & Toners link either at the top or left of the page.
Then select Laser Toners.
Finally select HP.
You are presented with a list of all the HP Laser Toners in our database. Simply browse through them until you find the correct toner for your printer.
- Our Search feature and how to use it
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In the box at the top right of each page enter what you are looking for. Then click » or press the enter button on your keyboard to perform the search. Browse through the results or use the options to further refine your search.
- Product Section Explained
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Each page is made up of sections.
- First the product name and manufacturer' name
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An image of the product (if we have the image on
file), which is for illustrative purposes only. In
other words manufacturers occasionally change the
design/colour or just about anything in the products
they make over which we have no control.
Where possible we have also included a larger image of the product. You can view these larger images where there is a magnifying glass over the bottom right of a picture. - To the right of the product image is the product description. These cover all aspects of the product at the time of publishing. We add to these when we can, but as with any catalogue you have to forgive us for any errors - the advantage is that is you notice an error we can update it almost immediately as long as you tell us. You may even get some loyalty points for if you do.
- Some descriptions have letters with dotted underlines. These are acronyms or abbreviations and where we've noticed them we have let you know what they mean. All you need to do is hover your pointer device over the underlined word and you'll see the definition float up after a second or two.
- Underneath the image and description are all the options for this product. You can choose which colour, size, flavour or any other option available here, you can see how much a pack costs and you can add items to your basket.
- Some products have related items, such as batteries for torches or colour cartridges related to black cartridges. Where we can make suggestions for products we will to help save you time.
- Some products, such as inks and toners, are only compatible with certain other products. Where we know which is compatible with what we detail this in the Compatibility table. We will to let you know which printers a cartridge will work with, or which stapler certain staples works with. If you know of inaccuracies or errors on our site then please contact us and we'll fix the problem at the first opportunity.
- Access Keys
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To aid navigation for those who prefer to use the keyboard rather than their mouse, or for regular savvy visitors we use access keys for commonly used links.
To use access keys you need a compatible browser and to press the Alt key (for Windows) or Control (for Macs) and the letter or number listed below.
Access Key Where it goes H Home Page A Contact Page E Help & Support M My Account L Login/Register & Logout S Search Box C Checkout 1 Office Supplies 2 Paper Products 3 Inks & Toners 4 Technology 5 Office Furniture Notes on different browsers:
- Internet Explorer requires you to press [Alt] (or [Ctrl] on Macs) and the access key, then to press your Enter/Return button to activate.
- Mozilla Firefox only requires you to press [Shift] + [Alt] (or [Crtl] on Macs) to go to the related page.
- Opera requires you to hold down your [Shift] button and tap the [Esc] key. You will then be presented with a list of all access keys and their titles. You need only press the appropriate button on the keyboard to go to your required link.
Shopping
- Shopping Basket
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When you click on the Add Product button next to each product that product will be added to your basket. You can see your basket on the right hand side of each page.
If you wish to order more of the same product you can click on the + button next to each item in your basket. If you wish to order less then click on the - button.
If you've added more than 5 items to your basket you will need to use the scroll-bars next to your shopping basket to view each item in it.
- Prices
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By default prices listed on the site are the recommended retail price.
If you contact us with the best price you have had on a product and your user name on the site we can try to match or better the price you already have. We'll then update the price for your product on the site - but just for you. You can see your updated prices only by first logging in to the site.
- Products
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The products listed on the site are not our full range. We are adding products all the time and removing discontinued items. If you are after a products that is not listed then contact us and we will try and source it for you with the best possible price.
General Problems
- Layout Problems
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Paper and Pens .com uses a technology called Cascading Style Sheets (CSS) to tell your internet browser how to present the site. If the browser is older (has not been updated in six years) or has had style sheets disabled then the layout of the site will be affected.
The following details how to check to see if Style Sheets have been inadvertently disabled in your browser and how to switch them back on again.
- Style Sheets In Internet Explorer
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Select Tools from the Menu Bar, then click on Internet Options. Make sure the General tab at the top of the window that appears is selected and click on the Accessibility button on the bottom right of the window.
If there is a tick in the box underneath User style sheet then click on the tick to remove it, then click OK in the current window, then OK again from the previous window.
If no change is apparent then you may need to close down and restart your browser to see any difference.
- Mozilla Firefox
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Click View on the Menu Bar. Select Page Style from the menu then click on Basic Page Style.
- Opera
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Select View from the Menu Bar, then select Style. From the displayed options make sure Author Mode is selected and all other options are deselected.
- Other Possible Fixes
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Another possible reason for the site not displaying properly could be a corrupted cache. Press the [F1] button on your keyboard when the browser is open. Type into the search box 'Clear Temporary Internet Files' (without the quotes) and follow the instructions for clearing the temporary internet files then restart the browser.
