Frequently asked Questions

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Account

Do I need to register for an account with Smith Packaging?
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We ask that all of our customers register an account with us the first time you place an order. This allows you to track any deliveries, complete any necessary returns, and makes any future orders a lot easier. For information on how we store your data, please see our Privacy policy.

How do I register?
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To register for an account with us right now, simply click on the person icon at the top right-hand side of our website and follow the instructions. You will need to enter your email address and create a password so that you can log in again in the future. Alternatively, you can create an account when you make a purchase.

I’ve forgotten my account log-in details, what do I do?
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If you’ve forgotten your password, there’s a prompt on the login page for you to reset it using your email address. If this doesn’t work, please get in touch with us so that we can help.

Ordering

How do I place an order?
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We are an online business, so all orders are placed right here on our website. By ordering online, you’ll be able to browse our complete, comprehensive range of quality packaging products and benefit from our fast delivery service.

How do I know if my order has been received?
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You’ll receive an order confirmation via email when we have processed your order, and another email upon dispatch. You can also track your order progress online in your account.

How much do I need to order?
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Here at Smith Packaging, we pride ourselves on offering a no minimum order value. Where our products are sold collectively in a pack, the minimum order is a single pack. If you’re unsure about how much to order, please get in touch with our helpful customer service team.

Where can I see my previous orders?
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All of your previous orders are stored in your account, meaning you can go back in and re-order something again by simply logging in to your account using your email address and password.

Your products are cheaper than competitors, are they lower quality?
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No. We offer the same quality at a slightly lower price because we want to remain competitive and give you, our valued customers, a better deal.

Can I get better prices for larger quantities?
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Packaging is a quantity-sensitive product. Most of the products you can buy from us have bulk discounts set up, and these will always be displayed where relevant. Whenever you order multiple items or packs online, you will automatically be charged the lowest applicable price.

Payment

How do I pay for my order?
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We accept all major credit / debit cards.
There is no processing fee for debit or credit card payments.
You may be required to enter a Verified by Visa / Mastercard password in order to confirm payment. If you have a query about this, please contact your bank or card issuer.

PayPal
If you would like to pay via PayPal, simply select PayPal as the payment method on our order form. When you submit the order form, you will be transferred to PayPal to complete your payment.

When do I pay for my order?
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For standard online orders, we require payment prior to dispatching your goods. If you are making payment by debit or credit card, you will be asked to enter your card details as you checkout.

Will I receive an invoice?
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Your invoice will be included with your goods, and you’ll also find a copy in your account area online. You will also receive an order confirmation via email.

Can I get a copy of an invoice for a past order?
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Any previous invoices are available in your account area, but if you require anything else please email us at support@smithpackaging.co.uk.

Is smithpackaging.co.uk secure?
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We have taken all of the necessary steps to ensure that our website is a safe place to make your purchase. We use Stripe and Paypal for all of our payments with an encrypted webpage that means your data is only visible to you. Buying online is actually proving to be more secure than store-shopping or telephone transactions.

Do you keep records of card details?
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No. All credit card details are automatically and securely transmitted directly to the bank. Smith Packaging does not hold any credit card or other payment details of our customers.

Delivery

How are my delivery details stored?
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When you register online you will be asked to enter your details to create an account. You can choose to save your delivery address to save time when placing future orders. They are stored on our secure database, and are only shared with essential third-party service providers, including couriers, payment processors & order processing, and customer service software providers. For more information, please refer to our Privacy policy and terms & conditions.

Do you deliver overseas?
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Unfortunately, Smith Packaging does not yet deliver overseas. We currently only deliver within the UK (excluding BFPO addresses). You can, however, place an order from overseas if the delivery address is in the UK. For more information, please visit our Delivery & Returns page.

Can I return my items?
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If you order the wrong product or change your mind, you must return it to us within 30 days. You should send the products back to us, at your own cost, unused and undamaged in the original packaging. We will arrange a credit, exchange or refund (subject to our terms & conditions). Please visit our Delivery & Returns page for more information.

Can’t find what you’re looking for?
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If you have a query that hasn’t been answered here, please get in touch.