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:

  1. Immediate order acknowledgmentΒ upon placement
  2. Dispatch confirmationΒ with tracking information
  3. 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:

  1. Inspect outer packaging and count packages/pallets
  2. NoteΒ allΒ damage on carrier's delivery receipt
  3. Photograph damage from multiple angles
  4. Refuse severely damaged deliveries
  5. Do not sign as "received in good condition" if damaged

Within 48 Hours:

  1. Open and inspect contents thoroughly
  2. Check glass for cracks, chips, or defects
  3. Verify plastic products for damage or deformation
  4. Count quantities against documentation
  5. 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:

  1. Note damage on delivery receipt and photograph
  2. Contact help.uk@thepackstock.com or Β +44 01473921062
  3. Retain damaged goods and packaging
  4. We arrange collection and replacement at our expense

Business Process:

  1. Follow mandatory inspection procedure
  2. Document damage with photographs and delivery receipt notes
  3. Report within 2 working days with evidence
  4. 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.