Estimated Response Times from Cloth & Paper
| Contact Method |
Expected Wait Time |
| Email |
2 to 4 business days (up to 5 during peak periods) |
| Live Chat |
Under 10 minutes during business hours |
| Social Media DM |
1 to 2 business days |
| Phone |
Not currently available |
Patterns worth knowing: Live chat is the fastest option when agents are online, but availability is limited to standard business hours (Monday through Friday, roughly 9 AM to 5 PM Central). Email volume spikes noticeably around new seasonal box launches and major sale events, which is when that 2 to 4 day window tends to stretch. If you are dealing with a time-sensitive issue like a wrong item shipped before a gift deadline, lead with live chat and follow up with email the same day. Social media DMs on Instagram have reportedly gotten faster acknowledgments than Facebook in recent user feedback on Trustpilot.
Do yourself a favor and pull this together before you open a chat or send an email. It will cut the back-and-forth in half.
1. Your order number. It starts with a # and lives in your confirmation email. No order number means the agent has to look you up manually, which slows everything down.
2. The email address on your account. This is how they verify who you are. If you have multiple email addresses, check which one got the original welcome email from Cloth & Paper.
3. Your most recent transaction date and amount. If this is a billing issue, know the exact charge. Pull up your bank statement or PayPal history before you start the conversation. Saying "I was charged something wrong" without a dollar amount or date is not going to move things forward.
4. A screenshot if something looks broken. For technical issues or wrong items, a photo is worth a paragraph of explanation. Have it ready to attach.
5. A clear one-sentence summary of what you want. Refund? Replacement? Cancellation confirmed? Know your ask before you start typing.
Tips to Reach Cloth & Paper Support Faster
These are based on real patterns from user reviews on Trustpilot and community feedback in planner groups.
1. Use live chat first for anything time-sensitive. Email is fine for non-urgent stuff, but if your box is late and you need an answer today, chat is the move. Agents there tend to have more immediate access to order systems.
2. Contact support mid-week, mid-morning. Monday mornings and Friday afternoons are predictably slower to get responses. Tuesday through Thursday between 10 AM and 2 PM Central tends to be the sweet spot for live chat availability.
3. Be specific in your first message. Whether it is chat or email, front-load the key details: order number, issue type, and what resolution you want. Agents who get vague openers often send a form reply asking for more info, which adds a full day to the process.
4. Follow up on email after four business days. Reply to the original thread, not a new email. Starting a new thread can reset your place in the queue.
5. Instagram DM can work as a backup. Several Trustpilot reviewers have noted that reaching out on Instagram when email went quiet got them a response within a day. It is not the official channel, but it works.
Where to Quickly Solve Common Cloth & Paper Problems
| If Your Problem Is... |
The Best Contact Method Is... |
Pro Tip |
| A billing error or unexpected charge |
Email with subject line referencing the charge date |
Include the exact dollar amount and transaction date. Billing corrections typically require a paper trail, so email is better than chat for this. |
| A delayed or missing shipment |
Live chat |
Have your order number ready. Chat agents can pull tracking info in real time faster than an email thread can. |
| A wrong item in your box |
Email with photos attached |
A clear photo of what you received versus what was ordered speeds up the replacement process significantly. |
| Cancelling your subscription |
Email or Help Center self-service |
Check the FAQ page first. Some subscription changes can be handled without contacting support at all. |
| A technical glitch on the website |
Live chat |
You can describe the error in real time and get guided through a fix. Copy any error message text before starting the chat. |
| No response after several days |
Instagram DM as a follow-up |
Keep it brief and professional. Include your order number and mention you already emailed. |
Additional Helpful Links for Cloth & Paper
- Help Center / FAQ: https://www.clothandpaper.com/pages/faq
- Start Live Chat: https://www.clothandpaper.com (chat icon, lower right)
- Email Support: support@clothandpaper.com
- Instagram: https://www.instagram.com/clothandpaper
- Facebook: https://www.facebook.com/clothandpaper
- Cancel Subscription Guide: How to cancel Cloth & Paper
Note: Cloth & Paper does not currently publish a separate fraud reporting page or standalone billing portal. Billing and account issues are handled through the main support email. If you suspect unauthorized charges, contact your bank or card issuer directly in addition to emailing Cloth & Paper support.
