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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.

The sizes displayed on our website refer to the internal dimensions of our packaging products unless specified otherwise. If you cannot find the right size or require specific measurements, please don't hesitate to contact us. Our team will be happy to assist you in finding or providing detailed measurements for your needs.


Absolutely! We offer printing services on our boxes to cater to your branding and customisation needs. Whether it's logos, designs, or specific text, our printing capabilities allow for personalised boxes tailored to your preferences. For further inquiries or to discuss your specific requirements, please feel free to contact us.


Yes, we specialise in bespoke and custom packaging solutions tailored to your unique requirements. Our dedicated team at Postpack excels in creating personalised packaging to meet diverse needs and elevate your brand identity.

For more information or to explore our custom packaging services, please visit our Custom Packaging page.


Absolutely! At Postpack, we specialise in manufacturing inserts and fittings tailored to your packaging needs. Whether it's for added protection, organisation, or presentation, our expertise extends to creating custom inserts and fittings to suit various product dimensions and specifications. For more information or to discuss your specific requirements, please feel free to contact us.

For more information or to explore our custom packaging services, please visit our Custom Packaging page.


We offer a range of board grades to suit various packaging needs. For our single-walled boxes, we primarily use B flute board, while for double-walled boxes, we utilise BC flute board. However, we also have the capability to manufacture using other materials if needed. For further inquiries or if you have specific material requirements, please feel free to contact us.

For more information or to explore our custom packaging services, please visit our Custom Packaging page.


We ship your goods in a variety of ways, either using our own transport wherever possible or with couriers including DPD, Yodel & DX. Delivery is FREE (4 - 5 working days) for all orders over £100 (Exclusive of VAT) for deliveries within Mainland UK (Excluding Scottish Highlands). Orders must be placed before 2pm. For all other destinations & orders below £100 (Exclusive of VAT) the following rates apply. You can view all our rates here


We prioritise your security: Card transactions are securely handled through Take Payments or Paypal. Rest assured, we never store or collect card details on our website. Any card information provided directly to us is promptly disposed of after completing your payment. Your confidence matters—we never retain any of your card details in any format.


We are thrilled to accommodate customers interested in opening a credit account with us. The process is simple and convenient—just complete our hassle-free online application form.

Rest assured, your application will be promptly reviewed, and you can expect a decision within 24 hours. Should you have any queries along the way, our dedicated team is here to assist you.


Upon successful processing of your payment, you should expect an automatic email confirmation from us. Additionally, a confirmation from either Take Payments or PayPal will verify the success of your transaction.

If you hold an account with us, you will solely receive our confirmation. In case you don't receive any email confirmation and have concerns regarding the receipt of your order, please feel free to contact us via phone at 01476 515931 or email us at sales@postpack.co.uk. We'll promptly confirm the status of your order.


The cut-off time for orders to qualify for next day delivery is 2pm from Monday to Friday. Orders received after this time will be processed on the following working day. For weekend orders, they will be processed on the next working day, usually Monday, except on UK bank holidays.

Your goods are dispatched through trusted third-party couriers such as DPD, Yodel, Nightfreight, Parcelforce & Palletroute. In the rare occurrence of a delivery issue or if your goods don't arrive as expected, please reach out to our customer services department between 8.30am and 5.30pm, Monday to Friday. You can contact us via phone at 0845 071 0754 or email us at sales@postpack.co.uk, and we'll promptly track your order for you.

In the unlikely event that your order doesn't arrive as requested (for instance, if you've opted for next day delivery and the goods don't arrive on time), we'll refund the difference in delivery costs. For example, you'd receive a refund for the difference between the next day delivery charge and the 2 - 3 day charge.


At Postpack, we prioritise the confidentiality of our buyers' information. We do not disclose any buyer information to third parties unless it's necessary for order processing and fulfillment. In such cases, the third party involved is strictly prohibited from sharing these details with any other external party.

Cookies are utilised on this shopping site to maintain your shopping cart's contents, store delivery addresses (if using the address book), and retain your information if you opt for the 'Remember Me' option. They are also employed post-login as part of the authentication process. Should you wish to disable cookies, you can do so in your browser settings under 'Tools | Internet Options | Privacy' by selecting to block cookies. However, please note that turning off cookies will prevent you from placing orders and utilizing other cookie-dependent features.

The data collected by this site is used for the following purposes:
a. Processing and fulfilling customer orders
b. Administering and enhancing our site and services
c. Only disclosing information to third-parties for goods delivery purposes

Postpack does not send unsolicited marketing emails (spam) to personal email addresses, except for informing registered customers about order confirmation details, order status updates, forgotten login credentials, and providing ongoing customer loyalty discount codes.

Furthermore, Postpack confirms compliance with the Data Protection Act 1998 and is registered with the Information Commissioner's Office under No Z9751644.


We maintain large volumes of all items showcased in our online shop, minimising the possibility of stock unavailability for your orders. However, there might be rare instances when an unusually high demand occurs within a short period, causing a delay in restocking.

In such cases, if your ordered item is unavailable, we'll promptly place it on backorder for you. You'll receive communication from us, providing you the option to cancel your order if you prefer not to wait. Please note, we reserve the right to substitute out-of-stock items with suitable equivalents of equal or higher value.


Your invoice is typically sent to the email address you provided us. However, in the unlikely event that you do not receive your invoice, please get in touch with us. We'll promptly issue a replacement to ensure you have the necessary documentation.


Goods are provided in good faith. However, if you've ordered the wrong item, are dissatisfied with your received items, or wish to return goods, you must arrange their return to us. Upon receiving them in good condition (handled with reasonable care), we will issue a full refund for the goods' cost, excluding carriage costs incurred by us.

For returns, it's essential to notify us within 14 calendar days of delivery; otherwise, no claims will be entertained.

If any goods are faulty or damaged upon receipt, we'll either replace or refund them. Delivery charges for damaged or faulty goods, or errors on our part, will be fully refunded or not charged. Notification of faulty or damaged goods must be made within 14 calendar days of delivery; otherwise, no claims will be entertained.

Our return policy applies solely to our standard catalogue product range. Unfortunately, we're unable to accept returns for custom-made or bespoke products unless there are errors or omissions on our part. In such cases, we reserve the right to provide a suitable replacement or remake the goods to your satisfaction.

In instances where agreed schedules for delivery are exceeded, we cannot be held liable for any fault, loss, or damage to those goods. If delivery exceeds the agreed schedule, we reserve the right to deliver the full amount. If delivery becomes impossible, charges for storage & delivery may apply, or we may, at our discretion, dispose of the goods without issuing refunds or entertaining claims.

To return goods, please contact us first to obtain a Goods Returns Form. Email our Customer Services at sales@postpack.co.uk.

The Completed Goods Returns Form must accompany any returned goods. Goods returned without a completed Goods Returns Form are sent at your own risk, and we bear no responsibility for them.

Your statutory rights remain unaffected. Your rights to return goods are protected under the Consumer Contracts Regulations.


We're confident in the competitiveness of our prices, particularly when considering our quantity discounts and complimentary delivery, especially in comparison to similar products offered by other online merchants.

Should you intend to order substantial quantities or regularly purchase specific items, we may be able to provide additional discounts. Feel free to reach out to us to explore the possibilities further.

Please contact us to discuss your requirements.


You are welcome to collect your order from our factory in Lincolnshire. However, it's essential to contact us beforehand to arrange this.

Our factory address is:

Postpack Ltd
Hollis Road
Grantham
Lincs
NG31 7QH

For directions, please reach us at: 01476 515931.


You have the option to request that goods be left at your address in the absence of someone available to sign for them. However, please understand that if you opt for this, it's entirely at your own risk. We cannot assume responsibility for goods left without a signature upon your request.

You can inform us about your preference for leaving goods (including any special instructions) during the shop checkout process.

Typically, orders are packed in protective outers or wrapped in polythene. While this provides some showerproofing, please note that it offers limited protection against persistent rain and may not safeguard goods for extended periods.



Your goods are dispatched through a third-party courier service, such as DPD, Yodel, Nightfreight, & Parcelforce. By default, unless you've given us specific instructions to leave goods in case of your absence, deliveries will require a signature.

If no one is available to receive the delivery, the courier will leave a card indicating an attempted delivery. It becomes your responsibility to contact the courier to arrange a suitable redelivery time. Failure to do so within 7 days will result in the goods being returned to us.

In such cases where goods are returned, should you still require them, we reserve the right to charge an additional delivery fee equivalent to the original charge. This compensates us for the extra costs incurred.

The additional delivery charge will be the same as the original fee.


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.

Need to speak with us?

If you have a question and need some assistance, please contact our sales team and we’ll be delighted to help.