Help centre
Frequently Asked Questions
Answers to common questions about ordering, delivery, returns, technical details at PlasticPackers.co.uk.
If you canât find what you need here, please contact us and weâll be happy to help.
Ordering & payment
Browse the products you need, choose the relevant size and pack options, then add them to your basket. When youâre ready, go to the checkout, enter your billing and delivery details and complete payment. Youâll receive an order confirmation by email once everything goes through.
We accept major debit and credit cards, Stripe-powered card payments and PayPal. All payments are handled securely by our payment providers.
If you need to change or cancel an order, please contact us as soon as possible with your order number. If the order hasnât been packed or dispatched yet, weâll do our best to amend or cancel it. Once an order has been dispatched, any unwanted items will need to be handled through our returns process.
There is no fixed minimum order value. However, delivery costs may make very small orders less economical, so itâs often better value to combine items into one order where possible.
Delivery & tracking
Delivery time depends on the service you choose at checkout and where in the UK the order is going. Youâll see an estimated delivery timeframe for each option before you place your order.
For in-stock items, orders placed by 1 pm on working days are usually dispatched the same day. Orders placed after this may be dispatched on the next working day.
Delivery cost depends on the size, weight and destination of your order, as well as the service you choose. The exact delivery charge is shown clearly on the checkout page before you confirm and pay for your order.
Yes, where tracking is available youâll receive a dispatch email that includes a tracking link or reference so you can follow your shipmentâs progress.
First, check the tracking information in your dispatch email to see the latest update from the carrier. If your order appears to be significantly delayed compared to the estimated timeframe shown at checkout, please contact us with your order number and weâll look into it.
Returns & refunds
We can only accept returns for products that remain unopened and unused in their original packaging. For health, safety and quality assurance reasons, items with opened or damaged packs cannot be returned.
If you wish to return an item, please contact us first at support@plasticpackers.co.uk with your order details so we can confirm the next steps.
Email us at support@plasticpackers.co.uk with your order number and which items youâd like to return. Weâll confirm whether the items are eligible and provide instructions for sending them back.
Yes, you can return part of an order as long as the packs youâre returning are unopened, unused and in their original packaging. Returned items must be in resalable condition.
Customers are responsible for the cost of sending items back to us, unless the goods are faulty or weâve sent the wrong items. We recommend using a tracked service and keeping your proof of postage.
Once we receive and inspect your returned items, weâll confirm if they are in resalable condition and process your refund. Refunds are made back to your original payment method and will usually be processed within 14 days of us receiving the return.
Products & technical details
Each thickness has a colour for quick identification on site. Our Size & Colour Guide explains how thickness, colour and typical uses line up. As a general rule, start with a sensible middle thickness for the job and then adjust by combining thinner or thicker packers until your frame or unit is level and square.
Within our range, we keep thickness and colour mapping consistent so you can recognise sizes at a glance. If there are any exceptions for a particular product line, this will be clearly shown on the product page.
The most common widths we offer are 20 mm, 24 mm and 28 mm, depending on the product. Some ranges may not include every width, so please check the individual product page for whatâs available in that style.
In many cases, yes. Our plastic packers are used across a wide variety of window, door and frame systems. The exact sizes, positions and combinations you use will depend on the installation and the profiles youâre working with, so always consider whatâs appropriate for the specific job.
Our plastic packers are intended for typical glazing, framing and general shimming applications, including many external uses. For unusual environments or conditions, please contact us with details of your project so we can advise.
Yes. Combining thicknesses is normal and often the best way to get the exact height you need without forcing a single packer into a gap. Just make sure the packers you use together provide stable, even support.
Trade & bulk orders
We offer better value on larger quantities and trade purchases. For sizeable orders or ongoing requirements, please contact us with details of the sizes and volumes you need and weâll discuss suitable pricing options.
Yes. If you order the same sizes on a regular basis, we can work with you on a simple, repeatable ordering arrangement. Get in touch with your requirements and weâll discuss a setup that fits your workflow.
Weâre happy to discuss supply for trade counters, merchants or distributors who want to add plastic packers to their range. Please contact us with information about your business and the volumes youâre considering.
VAT, pricing & invoices
Prices shown on the product pages are excluding VAT. VAT is calculated and displayed clearly on the checkout page so you can see the total including VAT before you confirm payment.
Yes. Once your order has been processed, youâll receive an order confirmation and VAT invoice by email, which you can use for your records.
If you need to discuss direct invoicing for your company, please email support@plasticpackers.co.uk with details of your business and your requirements.
No hidden surcharges are added at checkout. The only additional costs beyond the product prices are delivery charges, which are displayed clearly before you confirm your order.
Website & account
You can check out as a guest without creating an account. Creating an account is optional but makes it easier to view past orders, save addresses and re-order quickly in future.
You can create an account either during checkout or via the âMy Accountâ area on the website. Simply provide your email address, choose a secure password and follow the prompts.
Go to the âMy Accountâ page and use the âLost your password?â link. Enter the email address associated with your account and follow the instructions to reset your password.
Once logged in, you can update your saved billing and delivery addresses from the âMy Accountâ area. You can also edit address details on the checkout page before completing a new order.
Still need help?
If your question isnât covered here, please get in touch and weâll do our best to help you quickly.
Or email us at support@plasticpackers.co.uk.
Know what you need? Browse the full range of Plastic Packers products, ideal for businesses purchasing regularly or in larger quantities.