Frequently Asked Questions (FAQ'S)
Here you will find frequently asked questions:
What is Standard Delivery?
Standard delivery is our most economical shipping option. We aim to dispatch all orders within 24 hours. Once the courier has collected your parcel, delivery typically takes 3–5 business days. Please note that deliveries to certain areas—such as flats, inaccessible properties, or gated communities—may experience delays. We encourage you to consider options such as delivery to a safe place, a neighbour, or an alternative day to ensure your parcel is received on time. Please be aware that if you select "Delivery to Safe Place," we may not be able to offer a refund in the event that the parcel is lost.
What is Express Delivery?
Express delivery is our next-day service. We strive to dispatch orders within 24 hours, and after courier collection, parcels typically arrive within 1–3 business days. However, please be aware that deliveries to certain areas, including flats, hard-to-reach locations, and gated communities, may encounter delays. As with Standard delivery, you may opt for a delivery to a safe place, a neighbour, or choose another delivery date. Please note that if you choose "Delivery to Safe Place," a refund may not be available if the parcel is lost.
Do You Offer Scheduled Time Slot Deliveries?
We no longer offer scheduled time slot deliveries due to occasional issues with couriers failing to meet specific time commitments. This type of delivery can result in missed delivery attempts or knock-and-run situations. However, we do offer a Royal Mail custom service, which can be arranged upon request. The cost for this service starts at £9 + VAT.
Which Couriers Do You Use?
To provide the most cost-effective delivery options, we work with trusted courier partners such as Parcel2Go, Packlink, and others. For parcels weighing up to 5 kg, deliveries are often handled by EVRI, InPost, or Royal Mail (for deliveries to flats, Northern Ireland, and businesses). For parcels over 5 kg, couriers such as DHL, FedEx, and UPS are commonly used.
What Happens if I Reject My Delivery?
If you reject a delivery, the courier will return the parcel to us within up to 14 days. Please note that return shipping charges will apply. Once we receive the returned item, we will issue a refund, deducting any additional fees and restocking charges, unless prior arrangements have been made for regular customers.
What is the Delivery Window?
While we do not provide a fixed delivery window, couriers typically aim to deliver between 6:00 AM and 10:00 PM. Some couriers may provide a time slot or allow you to track the driver's location in real time. Unfortunately, these factors are outside our control, so we recommend you use the tracking information to stay updated.
What Happens if I Miss My Delivery?
If you miss your delivery, the courier will attempt redelivery up to two times. After this, the parcel may be returned to us, and redelivery will incur additional charges, including return shipping fees from the courier. We recommend opting for options like delivery to a neighbour, a local parcel shop, or choosing an alternative delivery date when available. In 2025, missed deliveries resulting in returns were an extremely rare occurrence—only one such return took place.
Can you Guarantee Next Day Delivery
We usually send orders out within 24 hours of receiving them. If an order is placed before midday, we can sometimes send it out the same day, even within minutes if requested.
We pay for a 24-hour delivery service, but this does not mean delivery is guaranteed the next day. Delivery depends on when the courier collects the parcel from us. If the courier collects before midday, the parcel usually moves through their system quickly and arrives sooner.
However, courier collection can be affected by things outside our control, such as:
- Busy or restricted delivery locations
- Parking or access problems
- Flats or buildings with limited entry
Because of these factors, we cannot guarantee next-day delivery from the order date. In practice, delivery can take up to 3 days:
- Up to 1 day to prepare and send the order
- 1 day for courier collection
- 1 day for delivery through the courier network
As an alternative, we can use DHL overnight delivery at a cost of £7. Please note that even with DHL, around 1 in 5 parcels arrive after 2 days, and delays cannot be claimed back.
What Can I Expect from My Parcel?
We use strong, durable brown boxes—single or double-ply—depending on the weight of the product. Additionally, we aim to be environmentally responsible by using recycled boxes, which may show signs of previous use. This helps us keep costs low while ensuring the protection of your product during transit.
Why Can't I See the "Buy Now" or "Add to Basket" Button?
If you cannot see the "Buy Now" or "Add to Basket" button, this may be due to your location. Currently, we only service the UK and Northern Ireland. For bulk orders of 10,000 units or more, we offer bespoke direct-from-factory delivery to global destinations.
Are Your Products Recyclable?
While most resealable pouches are not directly recyclable in domestic bins due to their composite materials (such as paper, PE, and polymers), they do provide excellent moisture and air protection for your product. We encourage you to check with local supermarkets, where plastic packaging is often accepted for recycling at designated collection points. Degradable and compostable packaging, however, is typically not recyclable and should be disposed of in general waste to degrade in landfill.
Can I Customise My Pouches?
Yes, we offer two options for pouch customisation:
Factory Printing:
Full professional printing (front and back) is available starting at £0.22 per pouch (plus pouch cost), with a minimum order of 5,000 units. Lead time is at least 6 weeks, which can be reduced with air transit (surcharge applies). Please note, the cost of plate making is £40 per colour, therefore we cannot offer sample.
Small Batch Printing:
We also offer smaller orders, starting at 250 pouches, for simpler artwork at £0.25 per side/pouch. For more complex designs, we can provide a quote. Sample pouches are available for a fee of £9.99 for dispatch.
Label Printing:
Custom labels are available for small batches of 100 or more, with full-colour professional printing starting at £0.29 per label. Lead time is 1–2 weeks, and samples can be provided for a fee of £9.99.
For both printing options, high-resolution artwork must be submitted according to the pouch specifications. We include two free amendments for artwork adjustments before production.
Do You Offer Free Samples?
Yes, we are happy to provide up to 5 free samples (sizes up to 200mm in width). In some cases, we may request a small contribution towards postage, especially for repeat requests or unusual circumstances. Additionally, you can purchase single units or low volumes directly from our shop via Shop.app.
How Do I Contact You?
You can reach us through the following methods:
- Visit our website at woodpeckerpackaging.co.uk.
- Use the "Help" section located at the bottom right of the page.
- Navigate to the "Contact" section in our menu and complete the contact form.
OR use the below form, we typically respond within 2 hours, and no later than 24 hours.