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Tel: 01332 821200

Frequently Asked Questions


Ordering

Can I order by telephone?
Our phones are staffed 8.30am – 5.00pm five days a week by our experienced Sales team, who will be happy to advise you and take your order. There is no automated system, so you’ll always get through to one of our friendly team when you call during these hours.

How much will my order cost?
Prices are displayed on product pages exclusive of VAT. If you want to check the amount of VAT and your delivery costs before Checkout, you can do so by going to the Basket.

What is the smallest order I can make with you?
There is no minimum amount, but if you order items worth over £150 (ex VAT) – or over £75 if you’re in our local area (see below) - we’ll deliver them to you free.

What is the largest order I can make with you?
You can order as much as you like! We normally hold enough stock to satisfy our orders and dispatch the same working day (apart from special orders and bespoke items), but on the rare occasion we are unable to do so, we will quickly be in contact to discuss options.

Can I get a discount on larger orders?
Nearly all the products on this website have discounts on larger orders that are applied automatically. If you want even larger quantities than those advertised, give our Sales team a call and we’ll see if we can save you even more!

Can I pick up my order from you directly?
Yes. We do have a trade counter, although we don’t have a showroom. We can’t guarantee to pick your order immediately without advance warning, so we strongly recommend that you place your order by telephone before visiting our premises. That means we can have your order picked and waiting for you, so you don’t have to hang about. An hour’s notice is usually sufficient, or you can phone to book a collection time for your driver.

Can you supply my business with regular large orders?
Yes we can, and in fact we have hundreds of customers who buy bespoke packaging from us, or call off their packaging under special contract rates, as arranged with their account manager – give our Sales team a call on 01332 821200 to discuss your requirements.

Can I make changes to my order?
Yes, but because we pick and dispatch most orders within two hours of getting them, you’ll have to be quick! Unfortunately, once we have picked and packed your order, it cannot be amended.


Payment

How can I pay for my order?
If you’re ordering online, we take all major credit and debit cards via our secure server.

You can also pay by bank transfer. Call our Sales team, tell us you want a pro forma invoice and we’ll whizz one over by email as soon as we’ve taken your order. Then, as soon as we see your payment has reached our account, we’ll release your goods for immediate dispatch.

If you are a regular customer, we often recommend opening a trade credit account with us (see below).

And if you are able to pick up your order from our premises, we’re more than happy to take cash!

I want to make regular orders for my business, can I open a credit/trade account?
We do offer credit facilities – give us a call on 01332 821200 to ask for an application form.

Please note that credit is offered subject to terms and a credit check.

Where’s my VAT invoice?
When we dispatch your order, we’ll send you an email telling you it’s on its way. You’ll find your invoice attached to that email.

If we don’t have an email address for you, we’ll send your invoice in the post.

Having said all that, they do sometimes go astray, and we can always send you a new invoice if required – just call us on 01332 821200.


Delivery

When will my order be dispatched?
As long as it’s a stock item, we’ll send it to you almost immediately! Orders placed by 3pm Monday-Friday will be dispatched on the same day. Orders placed over the weekend or after 3pm will be dispatched next working day.

Some products are special order or dispatched from locations other than our Derby warehouse; check the ‘Delivery’ tab on the product page to see if there’s likely to be a longer lead time on the item you want.

If you order bespoke packaging, such as custom made boxes or printed tape, our Sales team will advise you of the likely lead time.

How long will my delivery take?
A standard service means you will get it within two working days, although the vast majority arrive on the next working day.

You can alternatively pay a little more for a guaranteed next working day delivery.

Deliveries to some UK destinations (see Delivery Costs section, below) and the Republic of Ireland usually take a little bit longer to deliver, as our courier does not operate a standard service to these areas.

Can I get next day delivery?
Most orders arrive next day anyway, but if you want your order on a guaranteed next day service, the charge is £10.95 + VAT, regardless of size of order or location (excluding non-standard areas listed in Delivery Costs section, below).

How will I know when my order has been dispatched?
When your order is dispatched, you’ll get an email telling you it’s on its way. You’ll also find your VAT invoice attached to this email.

Can I track my order?
Unfortunately, order tracking is not available. Give us a call if your order does not arrive within 48 hours of dispatch and we’ll chase it up for you.

Who will be delivering my order?
Most orders are delivered by a courier, but if you live within 20 miles of our Derby premises, delivery will be made by one of our own drivers. Areas covered include Derby, Nottingham, Burton-on-Trent, Ashbourne, Chesterfield, Matlock and parts of Leicester.

Will I need to sign for my delivery?
You will need to sign for your order, but please always check the contents before doing so.

If there’s a chance you’ll be out when delivery is likely to be made, you can leave instructions at the time of placing your order. This can be for your parcel to be left with a neighbour, in an outbuilding etc. Please be aware, however, that it is harder for us to sort out problems with orders which have not been signed for on delivery.

What do I do if miss the courier?
The driver should leave you a card telling you he has tried to deliver. Call the number on that card to rearrange a better time.

Do you deliver overseas?
We only deliver to addresses in the UK and the Republic of Ireland.

Delivery costs
Local: standard delivery on orders under £75 (ex VAT) is £7.95. Orders above £75 get free delivery.

National: standard delivery on orders under £150 (ex VAT) is £7.95. Orders above £150 get free delivery.

Deliveries to the following postcode areas incur higher carriage costs, so a minimum £7.95 delivery surcharge will apply to these destinations, depending on the size of your order:
AB31-AB38, AB40-AB56, IV, KW1-KW14, PA21-PA40, PH9, PH15-PH40, PH49-PH50, FK19-FK21, IV63.

Delivery to the following areas and postcodes are quoted on an individual basis:
Western Isles, Orkney and Shetland: HS1-HS9, KW15-KW17, KA27-KA28, PA20, PA41-PA78, PA80-PA88, PH41-PH44, ZE; Isle of Man; Jersey and Guernsey; Isles of Scilly (TR21-25); Republic of Ireland. If you are placing your order online, one of our Sales team will be in contact to confirm the cost before your order is confirmed.


Returns Policy

What do I do if I receive broken or damaged items?
If you notice your order is damaged when it is delivered, refuse to accept the delivery. The couriers will advise us that you have refused delivery, and we will arrange immediate dispatch of replacement goods.

If you only notice damages when the driver has departed and you have fully unpacked your order, advise our Sales team immediately by calling 01332 821200. We can usually help you more quickly if you can email us a digital photograph clearly showing the nature of the damage.

What do I do if items are missing?
Please check your order carefully on receipt to ensure everything is there, and only sign if you are happy you have received everything you should have. Occasionally, on orders comprising multiple parcels, the courier may not deliver the full order in one go. However, the courier should make it clear that you have received only part of your order. If the balance does not arrive on the next day, give us a call on 01332 821200 and we’ll chase it up for you.

What do I do if I’ve received the wrong items?
If we send you the wrong items, we’ll happily organise an immediate replacement.

If you order the wrong items, we’ll give you a full refund for the goods on their return (as long as they are still in a sellable condition), but you will need to return them at your own cost.


Types of Packaging

What type of packaging will I need?
That depends on many things, such as how big the contents are, how much they weigh and whether they’re fragile or likely to be damaged in transit. If you’re not sure what kind of packaging you need, call our Sales team on 01332 821200 and explain what you need it for. Your experienced advisor will help you find suitable and cost effective packaging that will do the job you need it to.

Do you supply Royal Mail friendly packaging?
Each item in our postal packaging range has been clearly marked on its product page so you know which Royal Mail pip (Pricing in Proportion) category it fits into. We’ve even gathered some of our most popular large letter and small parcel options into handy sections to make it easier for you to find your ideal solution.

Can you make me custom or bespoke packaging?
Our job is to make ordering and using your packaging totally straightforward and convenient for you. We’ve been providing packaging solutions for over 45 years, and are able to provide personalised packaging products individually tailored to your needs.

Our custom boxes service is very quick and very cost effective. To get a rapid quote, fill in our online form, email your requirements sales@davpack.co.uk or call our Sales team on 01332 821200.

We also offer custom printing on many items, including boxes, tape, strapping and tissue paper.

If there is any other bespoke packaging idea you would like us to quote on, email your requirements to sales@davpack.co.uk or call our Sales team on 01332 821200.

I’m looking for packaging not shown on the site; can you help me?
Probably. We’ll do our best! Just give us a call on 01332 821200 and we’ll see what our packaging experts can do for you.

Can I get samples?
We can supply up to two samples for which we charge £10.00 to cover administration, postage and packing. If you subsequently order one of the sample products, we will fully refund this charge.

Any additional samples will be charged at £5.00 each.

Samples are supplied on a discretionary basis, and are not available on non-packing or equipment items.

What can I do to reduce breakages in transit?
It’s a big problem, which we’re happy to solve for you. We have many protective packaging solutions available straight from stock. If you’re not sure which is best suited to your needs, just call us on 01332 821200 and one of our experienced Sales team will be happy to advise you.


The Environment

What is Davpack doing to reduce its environmental impact?
We take our responsibility to the environment very seriously. Many of the products we sell are made from recycled materials and we always try to indicate where products are recyclable and/or degradable.

By offering the biggest in-stock range of cardboard boxes in the country, we also help cut waste by reducing the need for unnecessary void fill.

Can I reuse your packaging?
Most of our packaging can be used more than once. We encourage reuse where appropriate by selling stronger packaging products designed to last and withstand the kind of bumps and knocks inherent when being transported or handled by couriers.

Is your cardboard packaging FSC compliant?
All our cardboard packaging is made from at least 75% recycled materials. Where new products are used, these are mostly sourced from FSC managed forests.


Site Security

Is your site secure?
We promise to protect your personal information and we assure you that any page that asks you for personal information is highly secure.

How are my delivery details stored?
Your personal details – contact details, email address, order history etc - are stored on a secure server to help make buying from Davpack a quick and convenient experience.

Please note that we never store your credit or debit card details entered online, so you will need to input these each time you make a purchase.

Do you ever share my details?
We will never share your details with a third party without your express permission.

Will they be used for marketing purposes?
We may on occasion email you with details of our latest offers or to keep you informed of new products added to our range. You can stop these at any time by following the ‘unsubscribe’ link on each email.

We may also send you our latest catalogue – again, you can ask us to stop by calling 01332 821200 or emailing us at sales@davpack.co.uk.