Shipping policy

Shipping (Delivery), Returns & Refunds Policy

Last updated: February 2026

This policy applies to all purchases made through woodpeckerpackaging.co.uk ("we", "us", "our", or "the supplier").

1. Definitions

Supplier: woodpeckerpackaging.co.uk

Customer: Any person or business placing an order on woodpeckerpackaging.co.uk

Working Days: Monday to Friday, excluding UK public and bank holidays

2. Delivery Terms (UK Orders)

2.1 Delivery Address

Goods will be delivered to the address provided by the customer at checkout.
Customers must ensure that the delivery address is accurate and complete.
Requests for delivery address changes must be submitted by email to sales@woodpeckerpackaging.co.uk within 2 hours of placing the order or at least 4 hours before the daily order cut-off time of 12:00 noon, whichever is earlier.
Where an incorrect address is supplied by the customer, any additional delivery, redirection, or return charges incurred shall be the responsibility of the customer.

2.2 Dispatch Times

Stocked items are normally dispatched within 1–2 working days, calculated from the next working day after the daily cut-off time of 12:00 noon.
Dispatch times are estimates and may vary due to operational demand or unforeseen circumstances.

2.3 Delivery Times

Standard Delivery: 3–5 working days after dispatch
Express Delivery: 1–3 working days after dispatch

Delivery times are estimates and cannot be guaranteed.

2.4 Delivery Windows

Deliveries are typically attempted between 08:00 – 20:00 (Monday–Friday).
Customers are responsible for ensuring someone is available to accept delivery.
If delivery fails due to customer unavailability, incorrect address, or refusal to accept delivery, additional charges for re-delivery or return may apply.

Customers may use delivery partner options such as:

Safe place delivery
Neighbour delivery
Local collection points

2.5 Delivery Responsibility & Risk

Risk in the goods remains with the supplier until the goods are delivered to the customer or to a person nominated by the customer.
Ownership of goods passes to the customer once full payment has been received.

2.6 Delivery Delays & Force Majeure

We shall not be liable for delivery delays or failure caused by events beyond our reasonable control, including but not limited to:

Severe weather
Strikes
Pandemics
Transport disruption
Courier network failures
Acts of God

3. International Deliveries

Currently, we only deliver within the United Kingdom.
For international enquiries, please contact sales@woodpeckerpackaging.co.uk.

4. Failed Deliveries & Loss in Transit

4.1 Failed Deliveries

Where deliveries are returned due to:

Incorrect address
Customer unavailability
Refusal to accept delivery

We reserve the right to charge:

Outbound delivery cost
Return courier charges
Re-delivery costs
Reasonable administrative costs

4.2 Lost in Transit

In the event that goods are lost in transit:

We will investigate the issue promptly with the courier.
A replacement or refund will be issued within a reasonable timeframe.
The investigation process will not affect your statutory consumer rights.

5. Part Deliveries

Where part deliveries are requested by the customer, additional delivery charges may apply.
Where part deliveries occur due to stock availability, no additional delivery charges will be applied.
International orders (where applicable) will be shipped as a single consolidated delivery.

6. Returns & Refunds Policy (Consumer Orders)

This section applies to consumer customers as defined under UK law.

6.1 Right to Cancel (Cooling-Off Period)

In accordance with the Consumer Contracts Regulations 2013, customers have the right to cancel their order within 14 days of receiving their goods, for any reason.

To exercise your right to cancel, you must contact us at:

📧 sales@woodpeckerpackaging.co.uk

6.2 Returning Goods

Customers have 14 days from notifying cancellation to return goods.
Returned goods must be unused, in original condition, and suitable for resale.
Customers are responsible for return postage costs unless the goods are faulty or incorrect.
We recommend using a tracked and insured service.

6.3 Refunds

Refunds will be processed within 14 days of receiving the returned goods.
Refunds will be made using the original payment method.
We reserve the right to deduct from the refund any loss in value resulting from unnecessary handling beyond what is required to inspect the goods.

6.4 Faulty or Incorrect Items

If items are faulty, damaged, or incorrect, please contact us immediately.
Photographic evidence may be required.
In such cases, return shipping costs will be covered by the supplier.

7. Business Customers

Where the customer is acting in the course of business, statutory consumer protections under the Consumer Contracts Regulations 2013 do not apply. Business orders are governed by our standard commercial terms.

8. Custom Orders (Non-Stock, Bespoke & Printed Items)

Custom orders include (but are not limited to):

Bespoke sizes
Custom branding
Printed packaging
Made-to-order items

8.1 Cancellation & Returns

In accordance with the Consumer Contracts Regulations 2013, custom-made or personalised products are exempt from the statutory right to cancellation and are therefore non-returnable and non-refundable, except where:

The goods are faulty
The goods do not meet the agreed specifications

8.2 Manufacturing Tolerances

Reasonable production tolerances apply, including:

Colour variations
Dimensional tolerances up to ±8%
Minor print positioning differences

Such tolerances shall not constitute defects.

8.3 Artwork Approval

Customers are responsible for final artwork approval.

A 48-hour cancellation window is offered from payment confirmation, provided manufacturing has not commenced.

9. Contact Information

For all delivery, returns, and refund enquiries: