Shipping policy
Shipping and Delivery Policy - The Pack Stock (UK)
Last Updated: 23 January 2026
This policy governs all shipments of glass containers, plastic packaging, closures, and related products from The Pack Stock (Berlin Packaging UK) to customers throughout the United Kingdom.
Section 1: Geographic Coverage and Service Areas
Delivery Territories:
We provide shipping services throughout the United Kingdom:
- England: All postal codes and addresses
- Scotland: All mainland and accessible addresses
- Wales: All postal codes and addresses
- Northern Ireland: All postal codes and addresses
Service Exclusions:
- BFPO (British Forces Post Office) addresses
- Offshore islands requiring special ferry arrangements
- PO Box addresses (physical delivery address required)
- Addresses inaccessible to commercial delivery vehicles
Remote Area Surcharges:
Additional charges may apply for:
- Scottish Highlands and Islands
- Northern Ireland
- Remote areas of Wales and Southwest England
- Isle of Man, Channel Islands, Isles of Scilly
Surcharges are displayed at checkout or communicated in writing for business orders.
Section 2: Order Processing and Dispatch
Processing Timeline:
Standard Processing: Orders placed before 14:00 GMT/BST on business days are typically processed and dispatched the same day, subject to stock availability and payment verification.
Extended Processing: Orders after 14:00 GMT/BST, weekends, or UK bank holidays are processed the next business day.
Large/Custom Orders: Bulk orders may require 2-5 working days processing time.
Order Confirmation:
You will receive:
- Immediate order acknowledgment upon placement
- Dispatch confirmation with tracking information
- Delivery notification (where supported)
Section 3: Shipping Methods and Carrier Selection
Parcel Delivery (Small to Medium Orders):
- Used for lightweight items and small to medium quantities
- Carriers: DHL
- Full tracking provided
- Delivery to door, safe place, or neighbor per carrier procedures
Pallet Freight (Bulk/Heavy Orders):
- Required for large quantities and heavy glass products
- Specialized freight carriers experienced in glass handling
- Important Limitation: Pallet deliveries are kerbside only
- Driver unloads to nearest accessible paved surface using tail lift
- Not included: Transport inside buildings, up stairs, or manual handling beyond kerbside
- Courier: Bacton Logistics Ltd
Carrier Selection: We select appropriate carriers based on destination, product fragility, weight, and service reliability. Carrier choice remains at our discretion unless specifically agreed otherwise.
Section 4: Delivery Timeframes
Estimated Transit Times (from dispatch):
| Destination | Parcel Delivery | Pallet Delivery |
|---|---|---|
| England (Mainland) | 1-3 business days | 2-4 business days |
| Scotland (Mainland) | 2-4 business days | 3-5 business days |
| Wales | 2-3 business days | 3-4 business days |
| Northern Ireland | 3-5 business days | 4-6 business days |
| Remote Areas | 3-6 business days | 5-8 business days |
Important Disclaimers:
These are estimates only, not guaranteed delivery dates. Actual times may vary due to carrier performance, weather conditions, seasonal peaks, accessibility issues, or force majeure events.
Consumer Rights: Under Consumer Rights Act 2015, if we agree a specific delivery date and fail to deliver, or if delivery exceeds 30 days without agreed date, consumers may cancel and receive full refund including delivery costs.
Section 5: Risk Transfer and Title
Consumer Customers (B2C):
Risk Transfer: Under Consumer Rights Act 2015, goods remain at our risk until they come into your physical possession (or that of someone you nominate).
Our Responsibility:
- All transit risk and insurance
- Replacement or refund for goods damaged, lost, or destroyed during shipping
- Collection and redelivery at our expense
Business Customers (B2B):
Risk Transfer: Unless otherwise agreed, risk passes when goods are delivered to the carrier at our facility (FCA terms).
Your Responsibility:
- Goods-in-transit insurance (strongly recommended)
- Primary responsibility for carrier damage claims (we will assist)
- All costs and risks from carrier collection point
Title Transfer: Ownership passes upon delivery, subject to retention of title clauses until full payment.
Section 6: Critical Inspection and Acceptance
Consumer Customers (Recommended):
- Inspect outer packaging before signing delivery receipt
- Note visible damage on delivery documentation
- Photograph damaged packaging immediately
- Report damage within 48 hours to help.uk@thepackstock.com
Business Customers (Mandatory):
Upon Delivery:
- Inspect outer packaging and count packages/pallets
- Note all damage on carrier's delivery receipt
- Photograph damage from multiple angles
- Refuse severely damaged deliveries
- Do not sign as "received in good condition" if damaged
Within 48 Hours:
- Open and inspect contents thoroughly
- Check glass for cracks, chips, or defects
- Verify plastic products for damage or deformation
- Count quantities against documentation
- Test sample closures for functionality
Reporting:
- Visible defects: Within 2 working days with photographic evidence
- Hidden defects: Within reasonable time after discovery
- Quantity discrepancies: Within 2 working days
Legal Consequence: Failure to inspect and report constitutes acceptance under Sale of Goods Act 1979.
Industry Tolerances:
- Glass dimensions: ±2mm variation acceptable
- Quantities: ±3% on bulk orders acceptable
- Breakage: Up to 3% breakage acceptable for bulk glass shipments
Section 7: Delivery Costs and VAT
Cost Factors:
- Total weight and volume
- Destination and accessibility
- Delivery method (parcel vs. pallet)
- Special handling for fragile glass
- Service level selected
VAT Treatment: UK VAT at 20% applies to both goods and delivery charges unless customer provides valid UK VAT number for zero-rated business sales.
Cost Transparency: All delivery costs clearly displayed at checkout or quoted in writing for business orders.
Section 8: Delivery Issues and Problem Resolution
Failed Delivery Attempts:
Parcel Deliveries:
- Carriers attempt 1-3 deliveries
- "Sorry We Missed You" cards left with collection instructions
- Packages held at depot for 7-14 days
Pallet Deliveries:
- Your presence required for acceptance
- Pre-delivery notification provided 24-48 hours in advance
- Redelivery fees apply for failed delivery due to no one present, inaccessible location, or inadequate facilities
Damaged Goods Resolution:
Consumer Process:
- Note damage on delivery receipt and photograph
- Contact help.uk@thepackstock.com or +44 01473921062
- Retain damaged goods and packaging
- We arrange collection and replacement at our expense
Business Process:
- Follow mandatory inspection procedure
- Document damage with photographs and delivery receipt notes
- Report within 2 working days with evidence
- We assist with carrier claims and provide replacement/credit
Section 9: Special Handling for Glass Products
Protective Measures:
- "Fragile" and "Glass - Handle With Care" labeling
- Specialized cushioning and protective dividers
- Corner protection and edge guards
- Pallet strapping and shrink-wrapping
- Carrier selection based on glass handling experience
Breakage Policy:
- Industry Standard: Up to 3% breakage acceptable for bulk glass shipments
- Excess Claims: Only accepted for breakage exceeding 3% with proper evidence and timely reporting
- Replacement: Immediate replacement or credit for confirmed excess breakage
Section 10: Contact Information
Customer Service:
- Email: help.uk@thepackstock.com
- Phone: +44 01473921062
- Hours: Monday-Friday, 09:00-17:00 GMT/BST
- Closed: Saturday, Sunday & UK Bank Holidays
Company Address: Berlin Packaging UK (The Pack Stock) Lady Lane Industrial Estate Hadleigh, Ipswich IP7 6AS United Kingdom
Response Commitment:
- Email inquiries: Within 24 working hours
- Phone support: Immediate assistance during business hours
- Urgent delivery issues: Priority handling
Section 11: Legal Compliance
Governing Law: This policy complies with and is governed by:
- Consumer Rights Act 2015: Consumer delivery obligations
- Consumer Contracts Regulations 2013: Pre-contract information requirements
- Sale of Goods Act 1979: Business customer terms
- Common law: Contract formation and performance
Consumer Rights Preservation: Nothing in these policies excludes or limits statutory consumer rights under UK law.
Policy Updates: We may update these policies to reflect legal changes or operational improvements. Material changes will be posted with updated effective dates and do not affect existing orders.
Acknowledgment: By placing an order, you acknowledge understanding and agreement to these policies appropriate to your customer status.
For all inquiries, contact help.uk@thepackstock.com or +44 01473921062 during business hours.