Faqs
Answers to the most common questions about ordering, delivery, pricing, and returns.
Ordering
What is the minimum order quantity?
We supply all products in full pallet quantities only. The minimum order is one full pallet per product line. We are unable to accept orders for part-pallets or quantities below a full pallet.
Can I order more than one pallet at a time?
Yes. You can order multiple pallets of the same product, or pallets of different product lines, in a single order. Each product line must still be ordered in full pallet increments.
How do I place an order?
Orders can be placed directly through our website or by BACs transfer. If you would prefer to discuss your requirements before ordering, you can request a quote through our contact page and we will be in touch.
Can I order by phone or email?
Our standard ordering process is via the website or BACs transfer. If you have a specific requirement or would like to discuss a large or repeat order, please contact us and we will do our best to assist.
How do I know my order has been confirmed?
You will receive written confirmation from us once your order has been accepted. An order is deemed confirmed upon our written confirmation or upon dispatch of the goods, whichever occurs first.
Pricing & Payment
How are your prices so competitive?
Because we supply by the full pallet only, eliminating the need of additional handling by breaking down and rebuilding pallets for smaller multi-product orders with the additional margin costs typically added by local distributors. We pass those savings are passed directly to you.
Are your prices inclusive of VAT?
No. All prices are quoted net and exclusive of VAT. VAT will be charged at the prevailing rate where applicable and will be shown separately at checkout.
Are delivery charges included in the product price?
Yes unless otherwise stated in our delivery section here.
Do you offer credit accounts?
Full payment is required before any order is processed or dispatched. Credit facilities are not available as standard, but may be considered on request subject to prior approval and written confirmation from us.
What payment methods do you accept?
We accept debit card, credit card, and BACs transfer. All payment methods available are displayed at checkout. Any bank charges or fees imposed by your payment provider are your responsibility.
Can prices change after I have placed an order?
The price payable is the price displayed at the time your order is placed. If a pricing error is identified after your order is received, we will notify you and give you the option to proceed at the correct price or receive a full refund.
Delivery
Where do you deliver to?
We deliver throughout England, Scotland, and Wales and Northern Ireland. If you have a specific location or site requirement, please contact us before placing your order to confirm delivery is possible.
How long will delivery take?
Delivery is normally 2-3 days but may take up to 5 days. We will keep you informed of the expected delivery window once your order is confirmed.
Who delivers my order?
Goods are dispatched to you via the carrier network of UK hauliers.
What time will my delivery arrive?
Deliveries are made between 08:00 and 17:00. If you require a specific delivery window, please let us know at the time of ordering. Special arrangements may be possible and will be charged for accordingly.
Does my site need to be accessible by articulated lorry?
Because orders are supplied as full pallets deliveries are made by a large vehicle and you must ensure that there are adequate facilities for offloading. Deliveries may be made by an a articulated lorry unless you select that you cannot accept articulated lorries at checkout. In this instance your delivery will be sent using a smaller rigid-chassis lorry. Any additional charges resulting from a failed or restricted delivery will be your responsibility.
What if I am not available to receive my delivery?
Please ensure someone is available to receive and sign for the delivery at your site. If a delivery cannot be completed due to site access or availability issues, any re-delivery costs will be payable by you.
Returns & Claims
What should I do if my delivery arrives damaged?
Any damage must be noted clearly on the delivery documentation with ‘DAMAGED” and co-signed by the driver at the time of delivery. Please also take clear photographs of any damages. You must also notify us in writing within 24 hours of receipt. Failure to note damage at the point of delivery may affect your ability to make a claim.
What if my order is short or an item is missing?
Claims for shortage or non-delivery must be made in writing within 24 hours of receipt (or the expected delivery date if goods have not arrived). Please contact us as soon as possible with your order details.
Can I return goods if I change my mind?
Returns for reasons other than defects are considered at our discretion. If accepted, a restocking charge of up to 25% of the invoice value may apply. Goods must be returned in their original condition, unopened and in original packaging, and a Returns Authorisation Number must be obtained from us before any return is made.
What if I discover a fault with the goods after delivery?
Claims for defects that are not apparent on delivery must be notified to us in writing within 30 days of delivery. For defects that only become apparent later, notification must be made within 10 days of the defect becoming apparent.
General
Is pallet purchasing right for my organisation?
If your organisation uses high volumes of hygiene disposables or refuse sacks on a regular basis and has the space to store a full pallet, buying through us is likely to reduce what you currently spend. If you are unsure, get in touch and we will give you an honest assessment.
Do pallet specifications vary between products?
Yes. Pallet dimensions, weights, and unit counts are determined by the manufacturer and can vary by product. They are also subject to change without prior notice. Full pallet specifications are provided at the time of quoting.
What law governs my contract with you?
All contracts with Paper and Polythene Direct Ltd are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.