Main - FAQs
Frequently asked questions from our customers...
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Placing an order
General
How do I place 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.
Can I get a higher discount for larger quantities?
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.
Can I buy bespoke customised packaging?
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.
Is there a minimum order value?
There is no minimum order value, however a carriage charge may apply, depending on the location of the delivery address.
Do you offer stock management services?
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]
Can I open a credit account?
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 Springpack.co.uk Secure?
Springpack.co.uk 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
What is Springpacks Privacy Policy?
Please click here to see our Privacy Policy.
What are your Terms and Conditions?
Please click here to see our Terms and Conditions.
What happens if I recieve a broken or damaged item?
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, that you must contact us to highlight any issues by the end of the following working day after receiving your goods.
What do I do if items are missing?
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.
You must advise us within 48 hours of delivery if there are items missing.
Alternatiely, you can submit an enquiry form.
What do I do if Ive received the wrong items?
If we send you the wrong items, we’ll happily organise an immediate replacement. We must be advised of the issue within 48 hours. Please note, 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 to report this.
What do I do if I have a product concern?
We are sorry to hear you have a concern with your product, we appreiciate this can be an inconvinience.
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 and redeliver the product.
Alternatively, the customer can return the products using their own preferred method.
Please note, that in the event of this, Springpack are not responsible for the goods until they have been received at Springpack’s premises. The customer will be liable for any damage during transit when using their own return method.
The cost of collection to Zone 1 Customers is £50.
The cost of redelivery to Zone 1 Customers is £50.
The cost of collection outside of Zone 1 will be a minimum of £50, this will be agreed with the customer before the collection takes place.
The cost of redelivery for customers outside of Zone 1 will be a minimum of £50, this will be agreed with the customer before redelivery.
All redeliveries will be performed by Springpack or our partner couriers, customers cannot collect from our premises.
Products that are collected and after extensive testing are deemed not faulty are subject to a £50 collection fee.
Please be assured, that should a fault be found, we will not charge for collecting this.
If a product defect is identified one of the following will be offered for the defective products only:
– A credit to the value of the original sales price for the affected products only
– A reasonable exchange for the affected products.
If a product is unavailable due to stock levels, we will look to offer an alternative product.
If the product is an end of the line, or obsolete product, we will offer one of the following:
• If the product is classed as obsolete and a defect is identified, Customer Service will either offer an exchange of stock if we have sufficient stock remaining, or a credit for the affected quantity and credit value at the price of the original sale.
• If the product is no longer available, an alternative code will be offered, or a credit offered to the value of the affected quantity.
What if I've changed my mind and no longer wants the items?
We accept returns within 14 working days which commences on the starting the day after delivery.
Change of mind returns are only accepted if the goods are unused, undamaged, in their original packaging and are in a resalable condition. Goods must also be returned in full pack quantities, we will not credit partial packs.
It is the customers responsibility to cover the cost of return carriage, and remain the responsibilitiy of the customer until recieved by Springpack.
We do not refund the delivery charge that you paid on the initial order.
A 15% restocking fee will be applied to all returned orders.
Where a single product line is cancelled or returned, a 15% restocking charge will apply to the cancelled product value.
If a complete order is cancelled or returned, a 15% restocking charge will apply to the full order value.
We are unable to process any returns or refunds on bespoke products.
Do you offer packaging waste reports?
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 https://www.gov.uk/guidance/packaging-producer-responsibilities
What are the benefits of openning an online account?
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.
Delivery
Payment
How do I know if my online packaging order has been received?
You will receive a detailed order acknowledgement via e-mail as soon as your order has been processed.
How much will it cost for delivery?
There will be a delivery charge based on your location. Please click on the attached link to review your carriage charge
When will I get my delivery?
All orders received before 3.30pm will be delivered next-day. Awaiting a delivery? Please contact [email protected], or call 01905 457 000.
How are my delivery details stored?
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.
Do you accept card payments?
We accept all major credit and debit card payments through Sage Pay on our website.
How do I request a quote?
Requesting a quote is simple and easy. Our customer service team are on hand either on the phone 01905 457000 or email [email protected].
My card payment hasn't gone through?
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.