We don't make any profit on our delivery charges and everything is charged out by weight. Please read the delivery details carefully below before ordering as we cannot be responsible for errors or non deliveries as a result of customer errors.
Please note that due to increased pressures on third party delivery networks and recent Industrial strike action, delivery times are estimates only and may take slightly longer than usual. We always aim to get Next Day items out as promised but, in some instances, they may take a little longer than advertised. Thank you for your patience and understanding.
Please note we will ship to the delivery address given and in most cases we recommend that this is a business address or home address. We CANNOT deliver to P. O. Box addresses. On non-timed deliveries our couriers will attempt delivery between the hours of 8am and 6.00pm on Monday to Friday to the address provided (unless you have opted for the Saturday or timed delivery service at the applicable cost). If the address you've given is a residential address then our couriers may attempt to deliver up to 8pm in the evening (this is at their discretion, it cannot be requested).
We supply our goods throughout the United Kingdom and Northern Ireland. When going through the ordering process you will be asked to select your country/location. Deliveries that are not considered United Kingdom mainland will incur a surcharge (i.e. Northern Ireland, Scottish Highlands & Islands, Isle of Wight, Isle of Man for example). When checking out the relevant delivery charges will appear.
Please note, we cannot process orders to the Republic of Ireland or Europe through our website, please call us and our staff will be happy to assist.
All orders are normally sent using a courier service (Fedex). In certain circumstances we will also use a palletised delivery service depending on the size and weight of the products that you order (if goods are sent by pallet, the driver is not obliged to help unload the goods, however if you ask nicely, most are willing to help!). If your order is to be delivered by any method other than the methods previously mentioned, you will be notified before it is despatched. Standard delivery means that goods will be despatched within 3 to 4 working days though it is possible that the goods may arrive earlier. If you are not able to accept delivery within this time frame, please call our helpline to arrange an alternative delivery schedule. Any orders placed over the weekend will be processed on Monday and be treated as if they were placed on the Monday.
Next Day Delivery
If 'Next Day' is selected and providing the items ordered are in stock, we will endeavour to ship all orders received by 3.00pm on the same day so most items will be received the next working day (please note that certain items are not available on next day delivery and we will not be able to refund the difference if you have selected it in error: all products will also have it clearly written in the product description if they are not available on a next day delivery). Orders are dispatched as one delivery once we have all items in stock, we can split orders, however this is at our discretion. Any orders placed over the weekend will be processed on Monday and be treated as if they were placed on the Monday. Please note that it is not a guaranteed service as we are reliant on our courier service!
Next Day delivery is only available to UK Mainland. This service is not available to certain postcodes, for example to Northern Ireland, the Scottish highlands and islands, if Next Day Delivery is selected, the goods will be dispatched the same day (if the order is placed before 3pm) and sent on the fastest all day delivery. Next Day Delivery is not available on pallet orders unless the order is placed between 12 midday.
There is a surcharge for Next Day deliveries below £49 and this will be made clear during the checkout process.
Timed Deliveries or Named Day Deliveries
Timed deliveries (including Saturday Delivery) are available on request at extra cost. The relevant surcharges will appear as you go through the checkout process.
Next Day By 12pm:
Orders placed before 3.00pm will be shipped on the same day and will be delivered between 8am and 12pm the following business day.
Next Day By 10.00am:
Orders placed before 3.00pm will be shipped on the same day and will be delivered between 7.45am and 10am the following business day.
Orders placed on any day of the week, up until 3.00pm on a Friday, delivery will be made on the Saturday between 8am and 12pm.
Any orders placed over the weekend will be processed on Monday and be treated as if they were placed on the Monday. Please note that it is not a guaranteed service as we are reliant on our courier service!
Please note that we cannot deliver orders on a specific day over and above our Next Day and Saturday delivery options.
We offer a text box to provide any extra information we can send to our couriers to assist with the successful delivery of your order. In instances where you would like goods to be left safe or with a neighbour, this can be noted here as any instruction left for the driver at the delivery point will unfortunately be ignored for security reasons. If you do choose to do this, this is strictly at your risk as with the nature of the request we cannot guarantee safe delivery and any shortage or non-delivery will not be compensated or sent out again. All deliveries will be delivered within the time frames indicated above, if you request delivery at a specific time within this, our couriers will endeavour to meet this, however their deliveries are scheduled centrally and it will not always be possible to deliver at your requested time. We would recommend that you provide us with alternative delivery instructions or leave safe instructions, however as stated previously this will be at your own risk.
Posting and Packaging Rates
Our delivery charges are worked out depending on the weight of goods you purchase. We appreciate that our customers don't know the weight of the goods they are buying, but adding the goods to your basket will automatically calculate the charge for you. The rates for delivery to the UK mainland will be worked out by the website.
Due to the sheer number of delivery possibilities, we are unfortunately not able to capture all instances through our website, if there is a discrepancy between the actual cost of delivery from the amount charged we will contact you in writing to inform you of any differences.
UK Delivery Policy
A signature will be required on delivery without exception. Please do not leave any notes or messages outside your door as the courier will disregard this. If you use the delivery instructions box to instruct the courier to leave the goods without signing for them, this is strictly at your own risk.
For missed courier deliveries, you will be left a card informing you of an attempted delivery. We will inform you by email if this is the case. You will need to arrange a collection from their depot, although the courier may also at their discretion re-deliver free of charge, which they probably will. Please be aware that they are within their rights to charge for a re-delivery (this varies from area to area). It is our advice to call the courier as soon after the missed delivery as possible as often your package will still be on the couriers van meaning chances are you should get a free re-delivery (if you ask nicely!).
You can always collect your goods from the couriers depot following a missed delivery free of charge, don't forget to take the couriers note with you and some photographic form of ID though, or they won't be able to release your package.
If goods are returned to Packaging Heroes because of an incorrect, incomplete address or after 3 failed attempts to deliver, the carriage is not refundable and an extra charge of typically £12 (the actual charge will be calculated according to the weight of the goods) for having the goods returned back to us will also be applicable.
The couriers will only hold onto the goods after the first failed attempt to deliver for 4 working days, after this time the goods will be returned to us and the aforementioned return charge will be applicable.
If we have to re-route a delivery due to an incorrect or incomplete address or if you wish to change the delivery address once the goods have been dispatched, there will be a re-delivery charge equal to the amount initially paid plus £9.50 (If the new address is serviced by the same delivery depot the charge will just be the delivery cost again).
Next day delivery and all Timed Deliveries/Named Day Deliveries are NOT guaranteed services.All of these charges are exclusive of VAT
Your order may be delayed if:
There are any unforeseen stock shortages. You will be notified by e-mail or telephone if this is the case.
If we cannot get immediate security clearance for payment of your order. The security of our customers is paramount; therefore checks are essential to combat fraudulent use of payment and address details.
When your delivery arrives please check it carefully, make sure it hasn't been opened or tampered with. Once you have signed for the package or packages the goods are deemed as delivered. If you are unable to check the contents of the package at that moment in time please sign for the parcel as "Unchecked" and contact us immediately via e-mail at firstname.lastname@example.org or via telephone.
Do not sign for boxes or packaging that have been tampered with or look damaged.
Where goods have been damaged or tampered with on route to you we are able to claim these damages from the courier and send you out new goods. Please sign for the parcel as "Damaged". If you sign for damaged goods without these annotations, we are unable to claim from the courier and therefore unable to dispatch new goods. Please be careful.
Non Delivery or Shortages
Whilst we make every effort to deliver within the estimated delivery time which we quote, we will not be held responsible for any loss caused to you by non-delivery. Therefore please provide enough lead-time when placing an order from Packaging Heroes as we cannot be held responsible for disappointment resulting from the delivery time.
In the extremely unlikely event that not all items of your order are received by you, you must inform Packaging Heroes within 24 hours of receipt of the goods, via e-mail to email@example.com or via the call back service. Unfortunately we cannot accept claims after that time.
Any query regarding non-delivery must be made in writing to:
Rocaba Packaging Limited
T/As Packaging Heroes
181 Victoria Road
East Barnet, London
Please note that we do all we can to ensure good stock levels, but inevitably we may become out of stock on some items. On the rare occasion that this does happen, you will be notified by email and your order will automatically be back ordered for you and dispatched as soon as possible. If you are unable to wait we will offer a full refund. All deliveries are subject to Force Majeure limitations.