Frequently asked questions from our customers...

To help improve our service, and to save you time, our Packaging Pros have answered some of our most frequently asked questions.

Placing an order

We have multiple channels for ordering your packaging supplies – online, via e-mail or over the phone. Find all of our details within our Contact Us section of the website.

We offer discounts for larger quantities of protective packing. Do you spend over £20,000 annually? Do you place large bulk orders frequently? If the answer is ‘Yes’ contact one of our Packaging Pros on 01905 457 000.

Yes, we can accommodate all your packaging needs, from branded e-commerce packaging to printed boxes or tape – simply contact us on 01905 457 000, or e-mail [email protected] and your Account Manager will be in touch, and work on a solution for you.

There is no minimum order value, however a carriage charge may apply, depending on the location of the delivery address.


You will receive a detailed order acknowledgement via e-mail as soon as your order has been processed.

There will be a delivery charge based on your location. Please click on the attached link to review your carriage charge

All orders received before 3.30pm will be delivered next-day. Awaiting a delivery? Please contact [email protected], or call 01905 457 000.

When you register online you will be asked to enter your details online. It’s here you can save your delivery address to save time when placing future orders. They are stored on our secure database, and we not disclose them to any third parties. Click here to see our privacy policy.


We accept all major credit and debit card payments through Sage Pay on our website.

Requesting a quote is simple and easy. Our customer service team are on hand either on the phone 01905 457000 or email [email protected].

Due to our high-security measures on the website, you may encounter an issue completing a card payment when using a VPN, or due to PSD2.

If you are having an issue whilst using a VPN please temporarily disable it, and refresh your browser.

Most orders placed online will now require two-factor authentication, per SCA guidelines. This often results in a text message or an in-app request with an authorisation code being sent to you from your card issuer. Without this code being input, your card issuer may refuse the transaction.

Alternatively, please call us on 01905 457000 to complete your payment over the phone.


Stock management is one of the packaging services we offer all of our customers. We will agree on a minimum quantity of product that we will hold in stock for you, and you can call off at any time for next day delivery. Please contact us on 01905 457000 or e-mail [email protected]

Yes, we do offer a credit account facility. Simply complete our application form and we will be in contact you within an hour. Click here to complete the account application form, and we will be in touch. is an HTTPS-secure website. Our website uses state-of-the-art encryption protocols to safeguard your personal and financial data. Additionally, we regularly update and monitor our systems to protect against potential threats and vulnerabilities.

We are Cyber Essentials Plus Certified.

Please click here to see our Privacy Policy.

Please click here to see our Terms and Conditions.

What happens if I receive a broken or damaged item?

You must check the products thoroughly when they are delivered. In the rare circumstance you notice your order is damaged when it is delivered, then you should refuse to accept the delivery. Our courier will then inform us that you have refused the delivery, and we will arrange the dispatch of replacement goods.


If you happen to notice damages after the driver has departed, advise our Customer Services Team immediately by calling 01905 457000 or by filling out a Product Concern Form with a photograph and description of the issue.

Please note, you must contact us to highlight any issues by the end of the following working day after receiving your goods.

Please check your order carefully on receipt to ensure everything is there.

If you believe your products to be missing, have questions or concerns, give us a call on 01905 457000 or e-mail us [email protected] and we’ll chase it up for you.

Alternatiely, you can submit an enquiry form.

If we send you the wrong items, we’ll happily organise a replacement. We must be advised of the issue within 24 hours.

Please note, that if the wrong item is due to customer error, this is deemed as a standard no-fault return. Please see “What if I’ve changed my mind and no longer want the items?” for further information.

To report the incorrect item, please use our Customer Support Portal.

We accept returns within 5 working days which commences on the starting the day after delivery. We must be notified of the return before it is sent.

Standard no-fault (Change of mind) returns are only accepted if the goods are unused, undamaged, in original packaging and a resalable condition.

Goods must also be returned in full pack quantities, we cannot credit partial packs.

It is the customer’s responsibility to cover the cost of return carriage and the product remains the responsibility of the customer until received by Springpack.

Restocking charges apply to no-fault returns. Please see our Terms and Conditions for further information.

We are unable to process any returns or credit bespoke products due to no-fault returns.

Original carriage costs will not be credited.

We offer a packaging waste report. We will be able to provide you with all the relevant information you need. Here’s a link to the Government requirements you will need to provide

If you have any other requirements, need a timed delivery to be organised, or have any queries, please contact our help desk by e-mailing [email protected]

Opening your free Springpack online ordering account has many advantages

Use our online ordering service to quickly order your products in minutes. It can be accessed 24/7, so you can order whatever you need, whenever you need it. Our web ordering portal even works on smartphones!


All quotes are automatically added to your web account within 24 hours of being priced, so you can be confident that you are always getting the best possible price.


You can also access all your historical web orders with us and navigate them with ease, without the need to send emails or make phone calls.


Utilising your web account will help you save time on viewing your products, accessing support from customer services, or raising a product enquiry.


You can even book a free packaging audit in less than 30 seconds!


Our full catalogue of products are available to view on the website, and all your bespoke items can be viewed in your “Your Products” area. See stock availability and alternatives if your favourite is out of stock by clicking on the product image.


What you need, where you need it. Our intuitive system can save as many shipping and billing addresses as you’d like.


Keep up to date with the latest industry news, innovations, and product launches on our Information Pack. Our information pack is a great way to access tips and tricks for optimising your packaging, and company news.

We are sorry to hear you have a concern with your product, we appreciate this can be an inconvenience.
The quickest way to report this is by filling out our Product Concern Form, and one of our friendly customer services team will be in touch shortly (This is usually within 30 minutes)


If there is a potential defect, we will collect the affected products for testing, and offer a solution as soon as possible.  For full details of our process, please see our Terms and Conditions.