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:Β All postal codes and addresses
- Scotland:Β All mainland and accessible addresses
- Wales:Β All postal codes and addresses
- Northern Ireland:Β 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:Β Orders placed beforeΒ 14:00 GMT/BSTΒ on business days are typically processed and dispatched the same day, subject to stock availability and payment verification.
Extended Processing:Β Orders after 14:00 GMT/BST, weekends, or UK bank holidays are processed the next business day.
Large/Custom Orders:Β Bulk orders may requireΒ 2-5 working daysΒ processing time.
Order Confirmation:
You will receive:
- Immediate order acknowledgmentΒ upon placement
- Dispatch confirmationΒ with tracking information
- Delivery notificationΒ (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:Β Pallet deliveries areΒ kerbside only
- Driver unloads to nearest accessible paved surface using tail lift
- Not included:Β Transport inside buildings, up stairs, or manual handling beyond kerbside
- Courier: Bacton Logistics Ltd
Carrier Selection:Β 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 areΒ 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:Β 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:Β 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:Β 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:Β 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 withinΒ 48 hoursΒ to help.uk@thepackstock.com
Business Customers (Mandatory):
Upon Delivery:
- Inspect outer packaging and count packages/pallets
- NoteΒ allΒ 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:Β WithinΒ 2 working daysΒ with photographic evidence
- Hidden defects:Β WithinΒ reasonable timeΒ after discovery
- Quantity discrepancies:Β WithinΒ 2 working days
Legal Consequence:Β Failure to inspect and report constitutes acceptance under Sale of Goods Act 1979.
Industry Tolerances:
- Glass dimensions:Β Β±2mm variation acceptable
- Quantities:Β Β±3% on bulk orders acceptable
- Breakage:Β Up toΒ 3%Β 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:Β 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:Β 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 applyΒ 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 Β +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:Β Up toΒ 3%Β breakage acceptable for bulk glass shipments
- Excess Claims:Β Only accepted for breakage exceeding 3% with proper evidence and timely reporting
- Replacement:Β Immediate replacement or credit for confirmed excess breakage
Section 10: Contact Information
Customer Service:
- Email:Β help.uk@thepackstock.com
- Phone: +44 01473921062
- Hours:Β Monday-Friday, 09:00-17:00 GMT/BST
- Closed:Β Saturday, Sunday & UK Bank Holidays
Company Address:Β Berlin Packaging UK (The Pack Stock)Β 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:Β This policy complies with and is governed by:
- Consumer Rights Act 2015:Β Consumer delivery obligations
- Consumer Contracts Regulations 2013:Β Pre-contract information requirements
- Sale of Goods Act 1979:Β Business customer terms
- Common law:Β Contract formation and performance
Consumer Rights Preservation:Β Nothing in these policies excludes or limits statutory consumer rights under UK law.
Policy Updates:Β 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:Β 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.