Frequently Asked Questions
Find clear answers to common questions about ordering envelopes, postal packaging, delivery, returns, payment, bulk discounts, product sizes and custom printed packaging from Postal Packaging. Whether you are ordering for a small business, ecommerce store, office, event or fulfilment operation, this FAQ page is designed to help you choose the right products and shop with confidence.
Orders And Purchases
How Do I Cancel Or Edit An Order?
How Do I Cancel Or Edit An Order?
Please contact us as soon as possible if you need to cancel or amend your order. If your order has not yet been processed or dispatched, we will do our best to help.
Once an order has been dispatched, it cannot usually be changed. Address changes after dispatch may not be possible and could result in delays or additional charges.
How Can I Track My Order?
How Can I Track My Order?
Where tracking is available, tracking details will be provided once your order has been dispatched. Please check your dispatch confirmation email for your tracking information.
If your order is split across our Cardiff and European warehouses, you may receive separate tracking details for each delivery.
What If There Is A Problem With My Order?
What If There Is A Problem With My Order?
If there is an issue with your order, please contact us as soon as possible using our online contact form. Include your order number and a short explanation of the issue so our team can review it quickly.
If your order is damaged, incorrect or incomplete, clear photos of the affected items and packaging will help us resolve the issue faster.
I Did Not Receive All Of My Order, What Should I Do?
I Did Not Receive All Of My Order, What Should I Do?
Some orders may be sent as split shipments if items are fulfilled from both our Cardiff warehouse and our European warehouse in Spain. Please check your dispatch emails to see whether your order has been split.
If all items should have arrived together, or if you are unsure, contact us with your order number and we will look into this for you.
Returns And Refunds
What Is Your Returns Policy?
What Is Your Returns Policy?
We have a 14-day returns policy, which means you have 14 days from receiving your order to request a return. Items must be unused, in their original condition and in their original packaging.
You can view our full Returns & Refunds Policy for more information.
What Items Cannot Be Returned?
What Items Cannot Be Returned?
Unfortunately, we cannot accept returns on bespoke, personalised or printed items unless they arrive damaged, defective or incorrect. We also cannot accept items that have been used or are no longer in their original condition.
If you are unsure whether your item can be returned, please contact us before sending it back.
How Do I Start A Return?
How Do I Start A Return?
Please start all returns using our online returns form on the Returns & Refunds page. Once your return request has been reviewed and accepted, we will provide instructions on how to send your item back to us.
Items sent back without first requesting a return may not be accepted.
Can I Exchange An Item?
Can I Exchange An Item?
The fastest way to get the item you need is to return the original item first. Once your return has been accepted, you can place a separate order for the replacement item.
Who Pays For Return Postage?
Who Pays For Return Postage?
Return shipping instructions will be provided once your return request has been reviewed and accepted. Unless the return is due to an issue with your order, such as a damaged, defective, missing or incorrect item, return shipping costs are the responsibility of the customer.
We recommend using a reliable tracked service and keeping proof of postage until your return has been processed.
How Long Does It Take To Process A Refund?
How Long Does It Take To Process A Refund?
Once we have received and inspected your return, we will let you know whether the refund has been approved. If approved, your refund will be made back to your original payment method within 10 business days.
Your bank or card provider may take additional time to process and show the refund on your account.
Shipping And Delivery
How Long Does Delivery Take?
How Long Does Delivery Take?
Most orders are dispatched from our Cardiff warehouse using DPD Tracked, with an estimated delivery time of 1 to 3 business days.
Some items may be fulfilled from our European warehouse in Spain using DHL Tracked, with an estimated delivery time of 7 to 10 business days. If your order uses the European warehouse, or is split across both warehouses, this will be shown on the product page and at checkout.
Do You Offer Free Delivery?
Do You Offer Free Delivery?
Yes. Cardiff warehouse delivery is free on orders over £30 including VAT. Orders below this value are charged £5.95 including VAT.
European warehouse delivery is £5.95 including VAT and split shipments from both warehouses are £11.90 including VAT.
What Is Your Same Day Dispatch Cut-Off?
What Is Your Same Day Dispatch Cut-Off?
Orders placed before 14:00 GMT Monday to Friday are usually dispatched the same working day, subject to stock availability and order processing.
Orders placed after 14:00 GMT, or on weekends and bank holidays, are usually dispatched the next working day.
Why Has My Order Been Split Into Two Deliveries?
Why Has My Order Been Split Into Two Deliveries?
Your order may be split if it includes items from both our Cardiff warehouse and our European warehouse in Spain. This helps us dispatch available Cardiff stock as quickly as possible while the European warehouse items follow separately.
If your order is split, this will be shown at checkout and you may receive separate tracking details for each delivery.
Can I Change My Delivery Address After Placing An Order?
Can I Change My Delivery Address After Placing An Order?
If your order has not yet been dispatched, please contact us as soon as possible and we will do our best to help. Once an order has been dispatched, changing the delivery address may not be possible and may result in delays or additional charges.
What If My Delivery Is Late Or Missing?
What If My Delivery Is Late Or Missing?
Please check the tracking link in your dispatch confirmation email first. If your order has not arrived within the expected delivery window, or if tracking has not updated, contact us with your order number and we will look into this with the courier.
Payments And Invoicing
What Payment Methods Do You Accept?
What Payment Methods Do You Accept?
We accept major online payment methods through Shopify, including debit and credit cards, PayPal and supported express checkout options such as Apple Pay, Google Pay and Shop Pay where available.
Are Payments Secure?
Are Payments Secure?
Yes. We take your security seriously. Your personal and payment information is protected throughout checkout, so you can order with confidence.
Can I Use Apple Pay Or Google Pay?
Can I Use Apple Pay Or Google Pay?
Yes, where available. Apple Pay, Google Pay and other express checkout methods may appear at checkout on compatible devices and browsers.
Do You Accept PayPal?
Do You Accept PayPal?
Yes, PayPal is available as a payment option for online purchases where shown at checkout.
Can I Pay By Bank Transfer?
Can I Pay By Bank Transfer?
Most online orders are processed through the payment options shown at checkout. If you have a larger business requirement or bespoke enquiry, please contact us and our team will advise what options are available.
When Will My Order Be Processed?
When Will My Order Be Processed?
Your order is processed once payment has been completed. Orders placed before 14:00 GMT Monday to Friday are usually dispatched the same working day, subject to stock availability and order processing.
Is VAT Included?
Is VAT Included?
Product prices and order totals will show VAT information where applicable. Delivery charges shown on our UK site include VAT unless stated otherwise.
Can I Get An Invoice?
Can I Get An Invoice?
Your order confirmation and payment details are sent by email after purchase. If you need a copy of your invoice or order paperwork, please contact us with your order number.
Discounts And Savings
Do You Offer Volume Discounts?
Do You Offer Volume Discounts?
Yes. Many of our envelope and packaging products include volume discounts. Where available, pricing updates automatically based on the quantity selected, so you can see the saving before checkout.
Do You Offer A Welcome Discount?
Do You Offer A Welcome Discount?
Yes. New customers can receive a welcome discount on their first eligible order by signing up to our newsletter. The discount code will be sent to your email address.
Welcome discounts may exclude bespoke, printed and quoted envelope and packaging enquiries. VAT and shipping are excluded from the offer calculation.
Do You Offer Business Or Bulk Order Pricing?
Do You Offer Business Or Bulk Order Pricing?
Yes. We regularly supply SMEs, ecommerce businesses, offices, fulfilment operations and larger organisations. For larger requirements, bespoke print jobs or quoted packaging enquiries, please contact us with the details and our team will advise.
Can I Use A Discount Code After I Have Ordered?
Can I Use A Discount Code After I Have Ordered?
Discount codes cannot usually be applied after an order has been placed. Please make sure your discount has been added and accepted at checkout before completing payment.
Products And Stock
What Types Of Envelopes And Packaging Do You Sell?
What Types Of Envelopes And Packaging Do You Sell?
We supply a wide range of envelopes and packaging for business, ecommerce, retail, events and everyday mailing. This includes white envelopes, coloured envelopes, padded mailers, board back envelopes, cardboard boxes, ecommerce packaging, mailing bags, string and washer envelopes and specialist packaging products.
How Do I Choose The Right Envelope Size?
How Do I Choose The Right Envelope Size?
Measure your contents and choose an envelope slightly larger than the item you are sending. Common sizes include DL envelopes for A4 folded into thirds, C5 envelopes for A4 folded in half and C4 envelopes for flat A4 documents.
You can also use our envelope size guide to compare common envelope dimensions and mailing uses.
Is There A Minimum Order Quantity?
Is There A Minimum Order Quantity?
Most standard products can be ordered in flexible quantities, with volume discounts available on many ranges. Some bespoke, personalised or printed packaging products may have minimum order quantities, which will be confirmed during the quote or order process.
What Envelope Seal Types Do You Offer?
What Envelope Seal Types Do You Offer?
Common envelope seal types include gummed, peel and seal and self-seal. Gummed envelopes are moistened to close, peel and seal envelopes use a removable strip, and self-seal envelopes close by pressing the flaps together.
Are Your Packaging Products Eco-Friendly?
Are Your Packaging Products Eco-Friendly?
Many of our envelopes and packaging products include recycled, recyclable, FSC certified or more sustainable material options. Product pages will show relevant material information where available, helping you choose packaging that suits your environmental goals.
Can I Request Product Samples?
Can I Request Product Samples?
If you need to check the size, colour, finish or material before placing a larger order, please contact our team and we will advise whether samples are available for the product you are interested in.
Printing And Custom Packaging
Do You Offer Printed Envelopes And Packaging?
Do You Offer Printed Envelopes And Packaging?
Yes. We can help with custom printed envelopes and packaging for brands, events, marketing campaigns, ecommerce businesses and corporate use. Printed options may vary depending on the product, material, quantity and artwork requirements.
What Can I Print On Envelopes Or Packaging?
What Can I Print On Envelopes Or Packaging?
You may be able to print logos, brand names, return addresses, campaign artwork, event designs or other custom details depending on the product and print method. Our team can advise what is suitable for your chosen item.
How Do I Get A Quote For Printed Packaging?
How Do I Get A Quote For Printed Packaging?
Please contact us with the product you want printed, the quantity required, your artwork or design brief and any deadline you are working towards. Our team will review the details and provide a quote where possible.
Do You Check Artwork Before Printing?
Do You Check Artwork Before Printing?
Yes. For custom printed orders, artwork suitability and print requirements are reviewed before production. If a proof or further approval is required, this will be discussed before the job proceeds.
Can You Help Me Choose The Right Product For Printing?
Can You Help Me Choose The Right Product For Printing?
Yes. If you are unsure which envelope, mailer, box or packaging product is best for your printed project, contact us with your requirements and our team will help guide you based on material, size, finish and intended use.
What Are The Typical Lead Times For Printed Orders?
What Are The Typical Lead Times For Printed Orders?
Lead times depend on the printing method and quantity. Digital printing (including laser printing) typically takes 1–3 working days plus delivery, whereas screen printing or bespoke finishes such as foil or embossing may take around 10 working days plus delivery.
What Artwork Formats Do You Accept?
What Artwork Formats Do You Accept?
To ensure the best print quality, please supply your artwork in a high-resolution vector format (for example, PDF, AI or EPS files). Our team can also help with artwork setup and positioning if required.
Sustainability And Materials
Do You Sell Sustainable Packaging?
Do You Sell Sustainable Packaging?
Yes. We stock a range of more sustainable packaging options, including recyclable, recycled and FSC certified products across selected envelope and packaging ranges.
What Are FSC Certified Envelopes?
What Are FSC Certified Envelopes?
FSC certified envelopes are made using paper from responsibly managed sources that meet Forest Stewardship Council standards. Where a product carries FSC certification, this will be shown on the relevant product page or product information.
Can Paper Envelopes Be Recycled?
Can Paper Envelopes Be Recycled?
Most standard paper envelopes can be recycled, although local recycling rules may vary. Removing non-paper elements such as plastic windows, labels or excessive tape can help improve recyclability.
Why Choose Sustainable Packaging?
Why Choose Sustainable Packaging?
Sustainable packaging can help reduce waste, support responsible sourcing and improve your brand presentation without compromising product protection. Many businesses choose recycled, recyclable or FSC certified materials to support their environmental goals.
Do You Hold Sustainability Certifications?
Do You Hold Sustainability Certifications?
We do not currently hold specific sustainability certifications. However, many of our products are made from recycled, recyclable, biodegradable or compostable materials sourced from reputable supply chains in the UK and abroad. Our product pages will indicate if an item is recycled or eco friendly.
Envelope And Packaging Help
What Is A Padded Mailer Used For?
What Is A Padded Mailer Used For?
A padded mailer is used to protect smaller items during posting or courier delivery. They are commonly used for books, accessories, cosmetics, documents, small electronics and ecommerce orders that need extra cushioning.
What Is A Board Back Envelope Used For?
What Is A Board Back Envelope Used For?
Board back envelopes are designed to help keep documents flat and protected during delivery. They are commonly used for certificates, photos, contracts, artwork, prints and important paperwork.
What Is The Difference Between C4, C5 And DL Envelopes?
What Is The Difference Between C4, C5 And DL Envelopes?
C4 envelopes fit A4 documents flat, C5 envelopes fit A4 folded once, and DL envelopes fit A4 folded into thirds. These are three of the most common envelope sizes used for business post, letters, invoices and marketing mail.
Which Packaging Is Best For Ecommerce Orders?
Which Packaging Is Best For Ecommerce Orders?
The best ecommerce packaging depends on what you are sending. Mailing bags are useful for clothing and soft goods, padded mailers help protect smaller items, board mailers help keep documents and prints flat, and cardboard boxes are suitable for bulkier or fragile products.
Samples And Product Queries
Do You Offer Free Samples?
Do You Offer Free Samples?
Yes. Free samples are available on around 99% of our products. You can request a sample directly from the product page by using the sample pop-up form.
Samples are usually dispatched via Royal Mail from our UK warehouse. Some samples may come from our European website, in which case lead time may be 5 to 7 business days.
How Can I Request A Product Sample?
How Can I Request A Product Sample?
To request a sample, visit the product page and use the sample request pop-up form. Fill in your contact details and quantity, and our team will dispatch the sample as soon as possible.
If you cannot find the form or require multiple samples, please contact us and we will be happy to assist.
How Do I Ask Product Questions?
How Do I Ask Product Questions?
For product questions, you can submit an enquiry via our contact form, start a live chat or call us on 029 2271 0914.
You can also email us at sales@postalpackaging.com and our customer service team will respond as quickly as possible.
Royal Mail And Postal Regulations
What Are The Maximum Sizes And Weights For Royal Mail?
What Are The Maximum Sizes And Weights For Royal Mail?
Royal Mail defines several size categories for posting items. Standard letters typically measure up to 240 mm x 165 mm and 5 mm thick, large letters up to 353 mm x 250 mm and 25 mm thick, small parcels up to 450 mm x 350 mm x 160 mm and medium parcels up to 610 mm x 460 mm x 460 mm. Weight limits vary by category but standard letters generally weigh up to 100 g and large letters up to 750 g. For full details please refer to Royal Mail guidelines.
How Do I Choose The Right Envelope Size For Royal Mail?
How Do I Choose The Right Envelope Size For Royal Mail?
To avoid extra postage charges, select an envelope size that corresponds to the contents and Royal Mail size categories. Our Envelope Sizes Guide and Royal Mail Postage Rates Guide provide detailed measurements and examples of what fits each category.
Are There Any Items I Cannot Send?
Are There Any Items I Cannot Send?
Royal Mail restricts or prohibits certain items such as flammable liquids, explosives, perishable goods and other hazardous materials. Please review the Royal Mail prohibited and restricted items list before sending anything that might not be allowed.
International Shipping And Large Orders
Do You Ship Internationally?
Do You Ship Internationally?
Currently we only ship within the UK. However, for high volume or wholesale orders we can investigate international shipping options and provide a bespoke quote.
How Can I Get A Quote For A Large International Order?
How Can I Get A Quote For A Large International Order?
If you are interested in a high volume order to an overseas destination, please contact us with details of the products and quantities required, and the destination country. We will provide a custom quotation including shipping costs, delivery times and any customs charges that may apply.
Customer Support And Contact
How Can I Contact Postal Packaging?
How Can I Contact Postal Packaging?
You can reach our customer service team by filling out the contact form on our website, using the live chat (when available), or by calling us on 029 2271 0914.
You can also email us at sales@postalpackaging.com.
What Are Your Working Hours?
What Are Your Working Hours?
Our office hours are Monday to Friday, 8:00am to 4:00pm, excluding bank holidays. We aim to respond to enquiries as quickly as possible during these times.
Do You Offer Phone Support?
Do You Offer Phone Support?
Yes. You can speak with one of our friendly team members by calling 029 2271 0914. Please note our office hours above.
What Is The Fastest Way To Get A Response?
What Is The Fastest Way To Get A Response?
For a quick response during business hours, use our live chat or contact form. We aim to reply to emails and phone messages as soon as possible, typically within one working day.
Still Need Some Help?
If you cannot find the answer you are looking for, our team is here to help. Use the contact form below and we will get back to you as soon as possible during our office hours, Monday to Friday, 8:00am to 4:00pm, excluding bank holidays.
What Our Customers Say
See why we’re trusted as by thousands of UK businesses for packaging and envelopes through our customer reviews.
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Useful support for flat pack cartons
