Frequently asked questions
Below are some of the more common frequently asked questions from our customers. If you do not find the answer you are looking for and have any questions at all for us please do not hesitate to contact us.
Is there a minimum order?
There is no minimum order as such, most of our products are sold individually so you can for example order 1 roll of tape. There are exceptions such as polythene bags which are sold in packs. The minimum order, therefore, is 1 of any unit.
What are your delivery options?
We deliver throughout mainland UK including Islands & many parts of Europe.
Delivery options can be found by clicking on the delivery tab at the top right of the page.
What are your payment options?
We take payment using the following options;
Credit/debit card including Mastercard, Visa, Visa debit, Delta, Switch, Solo, & Amex
BACS/CHAPS) transfer (cleared funds before despatch of order)
Credit account (subject to successful application)
Are your card processing methods secure?
Card transactions are processed by Paypal secure servers. We do not capture card details on our own site. If you give us your card details directly they are destroyed once payment has been made. We do not retain your card details in any format.
How do I open a credit account?
We welcome customers who wish to open a credit account with us. Simply fill in the online application form (https://www.postpack.co.uk/credit-account) and a decision will be made within 24 hours.
How do I know if my order has been received?
You should receive an automatic email confirmation from us once your payment has been proceesed and a confirmation from either protx or paypal to confirm a successful transaction. If you have an account with us you will only receive our confirmation. If you do not receive any type of confirmation via email and are concerned whether or not we have received your order please telephone us on 01476 515931 or email us at email@example.com and we will confirm if we have received your order.
What if my delivery doesn't arrive when expected?
The cut off time for orders to be processed for next day delivery is 2pm Monday to Friday.
Orders received by us after 2pm will be processed on the next working day. Where orders are received at a weekend, they will be processed on the next working day ie Monday with the exception of a bank holiday (UK).
Your goods are shipped with a third party courier usually DPD, Yodel, Nightfreight, Parcelforce & Palletroute. In the unlikely event that a problem occurs with your delivery, or you do not receive your goods when expected, please contact our customer services department between 8.30am and 5.30pm Monday to Friday Tel: 0845 071 0754 or email: firstname.lastname@example.org and we will track your order immediately.
In the unlikely event that your order does not arrive when requested ie you requested Next day and the goods did not arrive on that day we will refund the difference in delivery costs eg in this case you would be refunded the difference between the next day delivery charge and the 2 - 3 day charge.
Postpack do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes
Postpack do not send random marketing emails to personal email addresses (spam). (Other than to advise registered customers of order confirmation details, their order status, forgotten login names & passwords & provide them with ongoing customer loyalty discount codes).
Postpack confirms that it conforms with the requirements of the Data Protection Act 1998 and is registered with the Information Commissioner's Office No Z9751644
What if any items I have ordered are out of stock?
We stock all of the items available in our online shop in large volumes so it is extremely unlikely that we will not have what you have ordered. However occasionally we may have an unusually high demand in a short space of time for a particular product which prevents our replacement stock arriving on time.
If this should ever happen, we will place it on backorder for you. You will always be contacted with the option to cancel your order if you would rather not wait. We reserve the right to substitute out of stock items with those of a suitable equivalent of equal or higher value.
How do I receive an invoice?
Your invoice is normally emailed to you using the email address you provided to us. In the unlikely event that you do not receive an invoice please contact us and we will immediately provide a replacement.
What if I want to return items?
Goods are supplied in good faith. If however you order the wrong item, are not completely satisfied with the items you receive or simply want to return your goods, you must arrange for them to be returned to us, and providing they are received by us in good condition (ie they have been handled with reasonable care), we will refund the cost of the goods in full less the carriage costs incurred by us.
If you choose to return goods you must notify us within 14 calendar days of receiving delivery otherwise no claim will be entertained.
If any goods are faulty or damaged when you receive them, we will arrange for them to be replaced or refunded. Delivery charges for damaged or faulty goods or errors made by us will be fully refunded and/or not charged. You must notify us of faulty or damaged goods within 14 calendar days of receiving delivery otherwise no claim will be entertained.
Your right to return goods applies only to our standard catalogue product range. We regret we are unable to accept returns for custom made or bespoke products that we have produced specifically for you to your instructions except where we are at fault for any errors or omissions. In these circumstances, we reserve the right to provide a suitable replacement or remake the goods to your satisfaction. Where we have agreed to hold goods for delivery to an agreed schedule we cannot be held liable for any fault, loss or damage to those goods in the event that delivery exceeds that which has been agreed. Should any agreed schedule overrun we reserve the right to deliver the full amount to you. Where delivery is not possible we reserve the right to make charges for storage & delivery or at our discretion, dispose of the goods. In this instance, no refunds will be made or claims entertained.
To return goods to us you must first contact us to obtain a Goods Returns Form.
Email Customer Services at email@example.com.
The Completed Goods Returns Form must accompany any returned goods. Goods returned to us without a completed Goods Returns Form are sent at your own risk & we accept no responsibility for any goods returned to us without a completed Goods Return Form.
Your statutory rights remain unaffected.
Your rights to return goods are protected under the Consumer Contracts Regulations.
Can I get better prices for larger quantities / regular orders?
We believe our prices combined with the quantity discount and free delivery are extremely competitive especially when compared to other online merchants offering similar products.
If however, you are looking to order large quantities or place orders on a regular basis of a particular item we may be able to offer further discounts. Please contact us to discuss your requirements in further detail.
What if I can't find what I am looking for?
We endeavour to offer a wide spectrum of products and are adding to this on a daily basis. If however you do not find what you are looking for or have a specialist requirement that demands a bespoke solution please contact our experienced sales team who will be able to advise and recommend a suitable product. We can design a product specific to your own requirements and will work with you through testing and sampling to provide a cost effective and successful solution.
Can I collect my order?
You are welcome to collect your order from our factory in Lincolnshire, however, you must contact us to arrange this prior to arrival.
Our factory address is;
Tel: 0845 071 0754
Can I ask for goods to be left when I am out?
You can request that goods are left at your address if there is no one to sign for them however you must be aware that this is done so entirely at your own risk. We cannot be responsible for goods left without a signature if you have requested us to do so. You can advise us if you wish us to leave your goods (including any other special instructions) at the shop checkout stage.
Orders are normally packed in protective outers and or wrapped in polythene however this ensures that they are only showerproof at best and will not protect goods for long in the event of persistent rain.
What happens if the delivery comes while I am out?
Your goods are shipped with a third party courier such as DPD, Yodel, Nightfreight & Parcelforce. Unless you have specifically instructed us to leave your goods if you are out, no delivery will be made as a signature is required. Instead, the carrier will put a card through the door to advise that a delivery has been attempted. It is your responsibility to then contact the courier to arrange a mutually convenient time for re-delivery. If the courier is not contacted within 7 days they will return the goods to us. Should you then still require the goods we reserve the right to charge you a further delivery charge to compensate us for the extra costs we will have incurred. This will be the same as the original charge.
How long will it take you to reply to my email?
We receive many emails from our customers every day however we endeavour to deal with each one as they arrive. Sometimes if we are really busy it takes a little longer but in the majority of cases, you will receive a response the same day. We will always respond to your email within a maximum of 1 working day even if it is only to acknowledge your email and advise you that we are still dealing with your inquiry or query.