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FAQ

Is there a minimum order value?

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?

Is there a minimum order value?

There is a minimum order value of £25 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 £9.50 for delivery to mainland UK

Orders between £25 and £100 (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 be able to access you invoice in the "your account" section of the website.

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.