Frequently Asked Questions
Opening Hours & Ordering
Our website is open for business 24/7/365.
Our office opening hours are Monday to Friday 9am until 5pm. The sales office is not open on weekends or bank holidays. The telephone switchboard is only operational during those hours.
If you contact us via email out of hours then there is the chance that it may be answered outside of the working hours of 9am until 5pm.
The warehouse is open 8:30am until 5pm Monday to Friday
Orders can be placed in our online webshop. If you register an account then this will give you all the benefits of having an online account. You will have access to our massive range of products and any special offers or promotions. You will have a log of your order history so that you can easily re-order products you have purchased for a fast delivery. All orders placed online our emailed to you for your own records and you would receive regular updates on the shipment of your goods too!
If you have difficulties in ordering online then we are always here to help and if you call us we can register the account for you and also place your orders for you at no extra cost!
Register an account by following this link
Yes of course you can place your order via telephone. We understand that you may be having difficulties finding the products you need or simply do not have the time to do it. Simple give us a call and we can do it for you at no extra cost!
Even if you already have an online account, we can log into your account for you and place your order.
Telephone: 01522 300591 - 9am - 5pm Mon - Friday
Yes we accept Purchase Orders. We understand that you may have the
requirement to do this for accounts reasons or maybe you have to present
a vat invoice for payment to your purchasing department. You can fax
or email purchase orders to us. You can also place orders online as a
purchase order without the need to have to pay in order to check out and
complete your order. Simply follow the checkout process as normal but
select " Purchase Order" as your payment method and then checkout. We
will then email you an invoice for payment and once we have received
cleared funds, we will despatch your order. You will be asked for a
Purchase Order Number.
Yes customers from overseas can both register an account and place
orders. We ship to the whole of Europe and worldwide. If you are
having trouble checking out because of your destination then please
contact us as we may be required to quote for shipping costs first!
You can use our online shipping estimator once you have loaded your shopping cart for a quote on shipping before you checkout.
There is no minimum order value or spend on our website. You can buy
just 1 item to as many as you like. For orders delivered to the UK Mainland we offer free shipping on all orders over £100.00 including vat.
All Packaging is quantity sensitive when it comes to costs. Most of
the products for sale on this site have bulk discounts set up, and these
will always be displayed where applicable. Whenever you order multiple
items or packs online, you will automatically be charged the lowest
available price.
If you wish to discuss further discounts or want to discuss Trade/Reselling Costs, then please email us or give us a call.
Yes you can request to open a credit account with us. We do have
certain criteria which has to be met and these Terms & Conditions
are available on request. All agreed credit accounts operate on a strict
30 day from date of invoice policy.
If you would like to request a credit account please use the form on our Get In Touch page!
For custom sized and bespoke packaging (including printed packaging),
please call or email us with your request. Most of the products on this
website can be custom made and printed.
Please also see our Customised Packaging Page
Our site provides a system to reset your password. All you need to do is click the Forgotten Password link on the login page and follow the instructions to reset your password.
Payment
There are several options for paying for your order which include.
Orders are only shipped on receipt of full and cleared funds.
All major credit / debit cards / American Express
There
is no processing fee for debit or credit card payments. You may be
required to enter a Verified by Visa / Mastercard password in order to
confirm payment. If you have a query about this please contact your bank
or card issuer.
Paypal
Paypal Simply click on the Paypal button in the shopping basket.
Cheque or BACS
Select
this option on the payment page and then call us for the bank details.
Please be aware that your order will not be despatched until payment
clears.
Cash on Collection
You
can opt to pay for your goods if you wish to collect them. They must
be collected in person and not by a courier company unless paid for in
full.
Purchase Order
Yes we accept Purchase Orders. We understand that you may have the requirement to do this for accounts reasons or maybe you have to present a vat invoice for payment to your purchasing department. You can fax or email purchase orders to us. You can also place orders online as a purchase order without the need to have to pay in order to check out and complete your order. Simply follow the checkout process as normal but select " Purchase Order" as your payment method and then checkout. We will then email you an invoice for payment and once we have received cleared funds, we will despatch your order. You will be asked for a Purchase Order Number.
Yes we accept Purchase Orders.
We understand that you may have the requirement to do this for accounts reasons or maybe you have to present a vat invoice for payment to your purchasing department.
You can fax or email purchase orders to us. You can also place orders online as a purchase order without the need to have to pay in order to check out and complete your order.
Simply follow the checkout process as normal but select " Purchase Order" as your payment method and then checkout.
We will then email you an invoice for payment and once we have received cleared funds we will despatch your order.
You will be asked for a Purchase Order Number.
Yes you can request to open a credit account with us. We do have certain criteria which has to be met and these Terms & Conditions are available on request. All agreed credit accounts operate on a strict 30 day from date of invoice policy
If you would like to request a credit account please email us or visit our Get in Touch page and complete the account application form.
Yes we can supply you with a vat invoice for your purchase. The simplest way to get a vat invoice is to log into your web account online and print it from there! Its easy to do as follows:
1. Log into your account
2. Select "My Account" from the drop down menu
3. Select "View your order history". Find your order and click on the View Button 
on the far right of it
4. Now if you scroll down, below your order history you will see a green tab which says " Print Order Invoice ". This will open a new browser window so you can print off a vat invoice.
Delivery
If your shipping costs seem high then please contact us as it may possibly work out cheaper for us to send your goods on a pallet.
Our cut off time for next working day delivery is 3pm. Next working day is Mon-Friday so orders shipped on a Friday would be delivered on the following Monday. We do have the option to ship goods into you on a Saturday, but you must inquire about these services.
If your order has been placed after 3pm and is of an urgent matter, then you can contact us directly to see if we can process and ship the order for you. We will only ship goods on receipt of full and cleared funds.
We use a national courier service to deliver goods and a Pallet Network
service for larger orders. The delivery options are detailed here -
Delivery
Please note: We are only able to make deliveries to the ground floor entrance point of your business or home, or a loading bay
Next Day deliveries will be delivered between 08:30 and 17:30
Saturday deliveries will be delivered between 08:30 and 13:00
We ship to the whole of Europe and worldwide. If you are having trouble checking out because of your destination then please contact us as we may be required to quote for shipping costs first!
You can use our online shipping estimator once you have loaded your shopping cart for a quote on shipping before you checkout
Yes you can collect your order. You can only collect your order from our warehouse in Lincoln LN69AP. You can also arrange for your own transport company or courier to come and collect from us. Goods will not be released if they have not been paid for in full and you will be required to sign a delivery note to confirm you have collected them
As long as full payment has been received and all goods are in stock, your order will be shipped same day ( Monday - Friday) subject to the order having been received by 3pm. If you place your order over the weekend then the order will be shipped on the Monday excluding any bank holidays. If we do not have all the goods in stock that you have ordered then we will contact you and advise. We may part ship your order under certain circumstances
We will always do our utmost to get as many orders shipped as possible
in the working day. Most of the time we can if asked get your order out
passed the 3pm cut off time, if we can manage it, but we cannot promise
this!
Most orders placed on the website are shipped by Courier and most of our couriers offer a tracking service. As your order is processed, picked and shipped, you will
receive emails to keep you advised. You will also receive an email confirming
your order has been shipped and in that email there will be a link to
the tracking information for your order.
If your goods are over 150kg, then your order will be shipped on a pallet. We do not currently have the option to tracks pallets but can if requested advise of an eta on the day of delivery. All pallets are sent on a next day basis too!
Yes, all goods must be signed for. Please note that we cannot deliver to PO Box addresses.
Yes, we can ship your order to any address you wish as long as you state this on your order. You can set up as many addresses as you like in your account. If you amend any addresses when placing an order, please advise us by using the comments box when checking out.
Someone must be present at any delivery address to sign for the consignment. We must have a contact name for a representative at the delivery address
Returns
If you would like to return goods you have purchased from Poly Postal Packaging, then you must complete the online returns form. Please read first the following information first.
1. In the event that any order is incorrect, customers have the right to return goods to us within 7 (seven) working days after delivery.
2. Customers need to send the products back to us at your own cost, unused and undamaged with their original packaging. Duty of care of the products is the responsibility of the customer until Poly Postal Packaging have received them.
3. In the case of incorrect orders, the products shall be returned to
us within 7 working days at our cost and we shall redeliver the correct
order at our own cost.
4. If any products are faulty or defective, they must be returned to
us within 7 working days of delivery. At our own discretion, we shall
replace or repair the products free of charge and redeliver them at our
own cost, or shall provide a refund or the price paid by you. In the
event of replacement of any products, the products returned to us shall
become our property.
5. If we elect to refund you rather than provide a replacement or
repair for faulty or defective products, or we are unable to replace any
faulty or defective product, the products must be returned to us at our
cost and shall become our property.
6. Goods must be returned in full pack quantities. We cannot offer any full refunds if a partial pack quantity is returned.
7. For non-defective goods returned by the customer to the company, within 7 days of their delivery, the company will refund the price paid minus a re-stocking administration fee of 10% of the value of the order.
8. For goods returned by the customer after 7 days from their delivery date, the company will refund the price paid minus a re-stocking charge of 15% of the value of the order.
The returns system on our website is very easy to use and must be used for any returns or complaints. Here is a guide to using the returns system:
1. Log into your account
2. Select "My Account" from the drop down menu
3. Select "View your order history". Find your order and click on the View Button 
on the far right
4. Select the green return arrow 
next to the product you wish to return. This takes you to the Product Returns Page
5. Complete required fields. If the product does not appear then make sure you have filled in the "Product Name" and "Product Code" fields. These can be found on your order. The "Product Field" is the Model Number of the product
6. Enter the security code. Click Continue
That’s it done. You will be notified by email or telephone as to the status of your request.
Product Sizes and Measurements
A commonly asked question is " what size mailing bag do I need for my product ". There is no set formula really to work out what size mailing bag you need so the best option is to ask us for a sample. Having said that we have devised a calculation here which seems to do the trick, give or take and is one we use all the time. We do not guarantee that this formula will give you the exact size mailing bag required, its is merely a guide!
Royal Mail base their postal charges on size as well as weight, and have recently introduced some new sizes. Ensure you keep your postage costs to a minimum by selecting the most suitable products from our range. Prices for 1st Class & 2nd Class mail are the same no matter where you’re sending in the UK. The amount you pay depends simply on the size and weight of the item you’re sending.
Here is a quick explanation about sizes, measurements and thicknesses:
MANUFACTURING TRADE TOLERANCES ON MAILING BAGS AND PLASTIC BAGS
Specification: All sizes and thicknesses are approximate. Standard tolerances are in line with industry standards. However, note in particular that bag width may vary by +/-3mm or +/-3% and bag depth by +/-3mm or +/-3% which ever is the greater. Where size is critical, a sample of the product to be packed must be submitted to us in order to agree size tolerances before the acceptance of your order
Samples
If you require a sample of our product/s then please just ask. On every product page you will find a link to request a sample of that item or you can use our dedicated request form here. We get an awful lot of requests for samples so your samples may not be posted that day.
If you need a large number of samples then there may be a small fee
Cant Find What Your Looking For?
If you cannot find what you are looking for on the website then please
first try the search box on the top right. You can try any type of
keyword or phrase or even just type a size into the box. If you still
have no joy then please give us a call or use the Get in Touch page.
We have tried hard in this FAQ section to cover every question you may have but if you cannot find an answer to a question you have then please call,
email us or use the Get In Touch page.
Security & Privacy
Absolutely. We use the latest 256Bit secure technology on EVERY page to protect your personal details and all payment transactions are handled by Braintree, a fully secure PCI compliant payment processing company.
We have a strict Privacy Policy in place covering all aspects of our
website and your interaction with polypostalpackaging.com. Click HERE for full details.
We are also fully GDPR compliant. Follow this link for detail:
Poly Postal Packaging Ltd do not capture or store any card details in anyway whatsoever on the polypostalpackaging.com website, either encrypted or in any other form.
You have the option to store your card details for quick use for future orders in the Braintree secure vault if you wish and can choose this at checkout. Braintree are an industry leading PCI compliant payment processor that we use for all
payment processing.
Please follow this link below for full details:
Environmental Policy
Poly Postal Packaging is committed to playing its part in protecting the environment. We implement a strict environmental policy which ensures that we exercise proper control over our activities to discourage environmentally damaging and wasteful practices.
Poly Postal Packaging complies with all requirements of legislation and is always striving to achieve ever improved standards.
Follow this link for more information
