FAQs

For Individual Customers:

• Click Customer in the top right corner of the website.
• Login to your account.
• Navigate to View Orders.
• Click Track Parcel next to the specific order you want to check.

This will provide the most up-to-date information on your delivery.

For Trade/Business Customers:

• Click Trade in the top right corner of the website.
• Enter your email address and the 6-digit code sent you via email.
• Click on the desired order to view its current status.

If you have any issues, please don't hesitate to contact our customer support team for assistance.

Because most orders are picked and dispatched on the same day, there is a very limited window in which we can cancel an order. Once an order has been picked and dispatched, we are unable to stop it.

If you need to cancel, please contact our customer services team at sales@plasticboxshop.co.uk as soon as possible. We'll do our best to catch the order before it leaves our warehouse.

If your order has already been dispatched, the best thing to do is refuse the delivery. The parcel will then be returned to us, and we'll issue a refund once it arrives back at our warehouse.

For information on how to return an order, please visit our Delivery & Returns page.

If you have any further questions, please contact our customer services team.

We can make changes to the delivery details of your order (such as the address) as long as it has not yet been picked or dispatched by our warehouse team.

Unfortunately, we are unable to change any of the items within your order. If you need to add or remove an item, you will need to cancel your order and place a new one with the correct items.

For any changes to your delivery information, please contact our customer services team as soon as possible by calling 01609 760 773 or by emailing sales@plasticboxshop.co.uk.

We're sorry to hear that your order wasn't perfect. For information on how to resolve an issue with a damaged or incorrect order, please visit our Delivery & Returns page.

If you're an Individual Customer, you can create an account by following these steps:

• Hover over Customer in the top right-hand corner of the website.
• Select Create Account.
• Fill out the form with your personal details, email, and a password.
• Once completed, you will receive an email confirmation that your account has been successfully created.

If you're a Business or Trade Customer, you can create an account by following these steps:

• Hover over Trade in the top right-hand corner of the site.
• Select Create Account.
• Fill out the form at the bottom of the page with your company details, email address and VAT number.
• Once submitted, your application will be reviewed by our customer services team.
• You will receive a confirmation email as soon as your account has been approved and is ready to use.

For Individual Customers:

• Hover over Customer in the top right-hand corner of the website.
• Click Login.
• Enter your email address and password.

For Trade/Business Customers:

• Hover over Trade in the top right-hand corner of the website.
• Click Login.
• Enter your email address and the 6-digit code that is sent you via email.

If you have any issues logging in, please don't hesitate to contact our customer support team for assistance.

Once you have submitted your application for a Business/Trade account, our customer services team will review your details. Approvals are typically completed with 24-48 business hours.

However, if your request is urgent, please contact our customer services team directly at 01609 760 773 and we will be happy to help.

This process is applicable for Individual Customers who have a password-based account.

If you are having trouble logging into your account, you can easily reset your password.

On the login screen, click the "Forgot your password?" link. You will then be prompted to enter your email address and will receive an email with instructions on how to create a new password.

Please note: Trade/Business accounts use a secure 6-digit code sent your email for each login and do not require a password.

For Individual Customers:

Once you are logged in to your account, you can easily update your personal address details.

What you can amend

• Add, edit, or delete shipping addresses.

What you cannot amend

• For security and data integrity reasons, you are unable to change the email address linked to your account. Your email is the unique identifier for all of your orders and account history. If you need to update your email address, please contact our customer services team for assistance.

For Trade/Business Customers:

What you can amend

• Add, edit, or delete personal contact details and addresses

What you cannot amend

• For security and account integrity reasons, you cannot directly amend payment details, staff and permissions, or the primary email address linked to your account.

For any of these changes, please contact our customer services team.

If you created your account after 1st January 2023, your account has been successfully moved over to our new website.

• For individual customers: You will simply need to reset your password the first time you log in, as we do not have access to your old password.
• For business/trade customers: Your account has been migrated, and you can log in using your email address to receive a secure login code.

If you created your account before 1st January 2023 and haven't placed an order with us in the time since, you will need to create a new account to continue shopping with us. We apologise for any inconvenience this may cause and thank you for your patience during this transition.

Your order history will be available in your new account if your account was created on or after 1st January 2023.

Any orders placed before 1st January 2023, will not be available in your new account. We recommend you download or save any past order information you may need for your records. All new orders placed on our website, will, of course, be available in your account history.

Your main address has been transferred to your new account. However, for security reasons, any other saved addresses or payment information were not migrated. You can easily add and save these details once you've logged in to your new account.

This is a significant and positive change for our business and trade customers. If you've applied for a credit limit and payment terms with us, you can now place orders directly on our website, and the order value will be deducted from your available balance.

While your credit balance isn't visible in your online account, you can always contact our customer services to check your available funds.

If an order exceeds your credit limit, you will not be able to add products to your basket. If you're already in your basket and increase the quantity of items, an error message will appear if the new total exceeds your available balance.

If you prefer to place an order over the phone, our customer services team will be happy to assist you.

Yes, if your business account has a credit limit, you now have the option to pay for your order via card directly in your account.

You simply need to log in to your account and head to your order history to view your open orders.

While you can still pay via BACS transfer, this option provides greater flexibility for you to choose your preferred payment method.