Frequently Asked Questions
Find answers to common queries about placing orders, managing your account, delivery and returns, payment options, and general information. If you need further assistance, please contact our customer service team.
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Orders
There are several ways you can place an order with Macfarlane Packaging.
If you’re buying online, we ask all our customers to register for an account and provide contact details. This allows us to keep you up to date about your order.
You will be sent an order acknowledgement from either the website, RDC or our e-trading platform, depending on where you place your order.
Macfarlane Packaging delivers in the UK, Ireland and Continental Europe.
If you're shopping in Ireland, please use our Irish website or speak our regional distribution centre in Wicklow.
If you're in Continental Europe, please contact our...
There is not a monetary minimum order value. Some of our products are sold individually (in eaches) but most are sold by pack.
For example, 1 pack of boxes could contain 25 units. Where sold by the pack, the minimum order quantity is 1 pack. ...
Packaging is a quantity sensitive product.
If you buy online many of the products are already set up to offer bulk discounts depending on the number of packs you buy. In this instance, bulk prices are automatically applied when you add products...
If you placed your order online, you will be given a tracking number once your delivery is dispatched.
UK orders - Click here to enter your tracking number and track your order.
Ireland orders...
Yes, we can help you with all sorts of custom packaging. We can provide free estimates, help with bespoke packaging sizes, design and print.
Visit our custom packaging page to learn...
Yes, you can apply for a trade account with Macfarlane Packaging.
Online / web trade accounts - if you are buying from our website and are a business representative that spends at least £500 a year on packaging, you can register...
If you’ve placed an order with us before, we can provide you with your order history. See how you can see your order history below:
If you buy via our website - you can log in to your order history.
If you buy...
Accounts
If you want to buy online, click here to create an account. If you’re looking for a trade...
If you’re an existing customer, you’ll need to sign in to your online account ...
If you need to reset your password for your Macfarlane Packaging website account, please ...
Delivery and Returns
How much you will pay for your delivery will depend on the delivery type (standard or next business day) and your order value.
We offer free standard delivery for orders over £150 or €150 for UK and Ireland mainland destinations. Website orders below...
If you’re ordering on our UK website, the cut off time for next day delivery is 4.30pm. At the moment, we do not offer next day delivery in Ireland for orders placed online.
If you’re ordering from one of our branches, please contact them to confirm...
We can deliver packaging across the UK, Ireland and Continental Europe.
If you order via our website, we can deliver in the UK and Ireland only. To learn more about our services in Europe, click here.
Yes, Macfarlane Packaging does deliver overseas. In addition to delivering in the UK, we can also deliver packaging supplies across Ireland and Continental Europe.
To learn more about our services in Europe, ...
Orders placed via our website will be delivered our carefully selected and reputable third-party couriers.
Orders placed via our e-trading platform one of our regional distribution centres will be delivered by our own fleet of over 150 vehicles...
We have many sites across the UK and Ireland. If you are interested in collecting an order, please contact us on 0800 2 88 88 22 in the UK or +353 (404) 37370 in Ireland.
Your delivery details will be stored on our website (if you order online), our CRM system and our point of sale / invoicing system. All details you provide us are held on secure databases and we do not disclose them to any third parties, other than our...
We want you to be totally confident about every order you place with Macfarlane Packaging.
That’s why we offer a 14-day returns window. If you return goods to us in their original, resealable condition in unspoilt packaging, we will give you a...
If you ordered your packaging via one of our regional distribution centres, please contact them to arrange a return directly.
If you ordered online, please complete the following steps:
Step 1
Contact Us...
Payments
Customers who buy directly via our website can check out using their online account. If you don’t have an account, you will be prompted to create one before proceeding with your order. You can also create one here.
We accept the...
Yes, you can apply for credit terms!
Whether you buy online or via one of our regional distribution centres, you will need to complete a credit check form.
This is then reviewed by our finance department. Subject to approval, you will be...
Once your order has been delivered, we’ll automatically send an invoice to you via email.
You can also request or view historic invoices:
If you buy packaging directly from our website, you will be able to view and download...
This will depend on how you place your order with us.
If you buy packaging directly from our website, you will be able to view and download your invoice(s) from your online account.
If you use our e-trading platform...
No, we will not store your card details. You will need to provide them every time you choose to pay via this method.
The rate of VAT you pay will depend on the country you’re ordering from.
If you’re based in the UK, VAT is applied at the current rate of 20%. If you’re ordering from Republic of Ireland, VAT is applied at the current rate of 23%.
For more information...
If your business is VAT exempt, you need to contact our customer care team who can put you in touch with the Macfarlane Packaging finance department.
To register with us as a VAT exempt business, you will need to provide a VAT exemption certificate. ...
General
If you can’t find the answer to our question here, don’t hesitate to contact us. Simply complete our contact form or call 0800 2 88 88 22 in the UK or +353 (404) 37370 in Ireland between 9am and 5.00pm
Custom Packaging
As the term suggests, custom packaging is when packaging materials are designed specifically for your product or your business requirements. So, rather than choosing a standard or stock cardboard box (or other packaging product) to fit your product...
There are lots of reasons why custom packaging is important. Custom packaging can help to optimise your packing process, reduce your operational costs, improve your sustainability and improve customer experience.
For example, a ready-made packaging...
Custom designed packaging can improve product protection, improve parcel cubage, use less material and improve your customer experience. These benefits can help to reduce operational cost, improve sustainability and engage your customers to place repeat...
If you are a small business looking for custom packaging, there are a few considerations that can affect the price. Economies of scale make custom packaging more affordable, so the more you need, often the cheaper the price. For this reason, there are...
Environment and Quality
At Macfarlane Packaging, we recognise our obligation to operate sustainably and invest in our business to reduce our environmental impact. We have set targets for reducing our carbon emissions and are focused on implementing initiatives that help our...
Yes, Macfarlane Packaging is working towards achieving ISO 14001 and ISO 9001 registration at all its sites. You can view and download our current ISO certificates here.
Yes, we do. Some of the independent environmental standards we adhere to include:
FSC (Forest Stewardship Council) – we are an FSC certified business, which means we can provide FSC certified packaging. Look out for the FSC’...
Security and Privacy
You can see Macfarlane Packaging’s privacy policy here.
Click here to view our full terms and conditions.
All information you provide to us is stored on secure servers.
We have appropriate security measures in place to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. We have also put...
Yes, you can unsubscribe from marketing at any time. Simply email marketing@macfarlanepackaging.com to confirm your preferences.
Alternatively, if you receive marketing...