FAQ
I need a larger quantity than shown in the pricing table
When will my delivery arrive?
What are the delivery charges?
Can I collect my order?
How do I pay?
Can I open a credit account?
How will I receive my invoice?
How do I return goods?
I've forgotten my Password. How do I reset it?
Where can I view my previous orders?
Can I get a sample of a product?
I can't find what I'm looking for?
What are Producer Responsibility Obligations (packaging waste) and is my company liable?
Involved in placing packaged goods on the market?
There is a minimum order value of £100 exc VAT.
Need a larger quantity?
Kilby Packaging offers bulk quantity discounts for large/pallet quantities. If you need a price please email your details with product required, quantity and delivery postcode to
sales@kilby.co.uk.
If you are a packaging distributor
click here for further information.
When will my delivery arrive?
Delivery will be made the next working day between 8.00am and 6.00pm providing you have placed your order by 2pm. (3pm for parcels) See Delivery section for more information.
What are the delivery charges?
Orders over £200 (excluding VAT) are delivered free within mainland UK.
Orders between £100-£200 (excluding VAT) incur a charge of £15.00 for delivery to mainland UK
For delivery exceptions, please see our
DELIVERY page.
Can I collect my order?
Collections may be arranged by appointment only. Please note handling charges still apply.
Although we do not operate a trade counter one of our team would be happy to help you, please telephone for an appointment.
How do I pay?
We accept payments using a secured site for any of the major debit and credit cards. If you prefer you may place your order by telephone, we accept payments by BACS and Card.
Can I open a credit account?
If you you would like to enquire about applying for a credit account
Contact Us and we will discuss your requirements.
Customers holding credit accounts should be aware that there is a minimum order value of £200 (excluding VAT) for free delivery. If you would like to open a credit account with us, please
email us for a credit application form.
How will I receive my invoice?
When you place your order online you will receive an Order Notification confirming the status of your order. Once your goods have been dispatched you will automatically receive your invoice via your default email address.
How do I return goods?
Please see our
RETURNS section
I've forgotten my password. How do I reset it?
Go to the Sign in section at the top of the page and click on the "Forgotten your password." You will be emailed a link to reset your account.
Where can I view my previous orders?
Go to the Sign in section at the top of the page and enter your email address and password, this will allow you to log into the "Your Account" section of the site where you can view and manage your current and previous orders.
Can I have a sample of a product?
If you require a sample of a product we will try to assist you
Contact Us to discuss your requirements.
I can't find what I'm looking for?
Have you tried our search facility?
If you are unable to find what you are looking for our customer service team will be happy to help you. Please
Contact Us or call 01564 821503.
What are Producer Responsibility Obligations (packaging waste) and is my company liable?
If your business or organisation produces or uses packaging, or sells packaged goods, you may be classed as an obligated packaging producer. Obligated packaging producers must follow rules which help to:
- Reduce the amount of packaging produced in the first place.
- Reduce how much packaging waste goes to landfill.
- Increase the amount of packaging waste that’s recycled and recovered.
You are liable for producer responsibility obligations if you meet with both criteria below-
- You handled 50 tonnes of packaging material in the previous calendar year.
- You have a turnover of more than 2 million a year (based on the last financial years accounts).
How can Kilby Packaging help?
We can advise you of how you can find out more details on packaging waste regulations and provide you with a report detailing the weight of packaging supplied to you for the year.
If you need a report of your packaging weights that were supplied by us in the last calendar year then please do not hesitate to contact us, we can supply this on request.
If you would like further information on this legislation please see
https://www.gov.uk/packaging-waste-registration-e-s-w.
Involved in placing packaged goods on the market?
You need to be aware of the Packaging (Essential Requirements) Regulations. Check out the guidance notes on the gov.uk website:
https://www.gov.uk/government/publications/packaging-essential-requirements-regulations-guidance-notes