Policies

This Policy page explains how Custom Packly UK handles quote requests, custom packaging orders, artwork approval, production, delivery, order issues, website data and general site use. Custom packaging is made around agreed specifications, so clear product details, approved artwork and confirmed order information are important before production begins.

These policies are written to help customers understand the main order stages and responsibilities. They do not replace individual written agreements, approved quotes, invoices or order confirmations. If a quote, invoice or written agreement includes specific terms for your project, those details will usually apply to that order.

Quotes are prepared using the details provided at enquiry stage, including packaging style, dimensions, quantity, material, print requirements, finishes, inserts, delivery needs and artwork status. If any of these details change, the price, production method or turnaround may also change.

A quote does not confirm production until the order has been accepted, payment terms have been agreed and the required specifications have been approved. Custom packaging orders may require full or partial payment before artwork preparation, sampling or production begins.

Pricing may vary between projects because different packaging structures use different board grades, print methods, finishing steps, labour time and shipping requirements. Bulk orders, low MOQ requests, urgent timelines, special finishes and complex inserts may all affect the final quote.

Artwork must be checked carefully before approval. Production follows the approved artwork, dieline, dimensions, spelling, logo placement, colour direction, barcode position and finishing details. Once artwork is approved and production has started, changes may not be possible or may involve extra cost.

If a dieline is required, it can usually be prepared after the packaging style and size are confirmed. Dielines show cut lines, crease lines, glue areas and panel positions. Artwork should be placed correctly on the approved dieline with suitable bleed, safe zones and print-ready file preparation.

Customers are responsible for checking all visible text, product information, spelling, legal wording, ingredient details, barcodes, QR codes and brand assets supplied for printing. Custom Packly UK may review artwork for production readiness, but this does not replace customer approval of content accuracy.

Paper and cardboard-based packaging can vary slightly between material batches, print methods and finishing processes. Colour can also appear different on screen compared with printed board, especially across kraft, white paperboard, corrugated board and laminated surfaces.

Finishes such as matte lamination, gloss lamination, foil stamping, embossing, debossing and spot UV may affect how colour, texture and surface detail appear. Small variations in shade, alignment, board feel, folding, cutting or finish position can occur within normal custom packaging production.

If colour matching is critical, this should be discussed before production. Pantone references, printed samples or controlled proofing may help improve colour direction, but exact screen-to-print matching cannot usually be guaranteed.

Samples may be available depending on the packaging style, order type and project stage. A plain sample can help check structure, dimensions, opening style, board feel and product fit. A printed sample can give a better sense of colour, branding and finish direction, but it may add cost and time.

Samples are useful for new product launches, premium packaging, insert-heavy boxes, unusual dimensions and large production runs. Approval of a sample or proof should be completed carefully because the final order will be produced according to the confirmed specifications.

A sample may not always represent every final production detail perfectly, especially where materials, finishes, print runs or production conditions differ. Any key concern should be raised before approving the full order.

Production timelines depend on packaging style, quantity, material availability, artwork readiness, proof approval, finishing requirements and delivery location. A simple printed carton may move through production faster than a rigid box with inserts and specialist finishing.

Turnaround estimates usually begin after all required details have been approved. Delays can happen if artwork is incomplete, dimensions change, payment is delayed, materials need confirmation or proof approval is not completed on time.

Urgent packaging requests can be reviewed, but fast turnaround depends on production capacity and project complexity. The best way to avoid delays is to provide clear specifications, print-ready artwork and prompt approval at each stage.

Delivery can be arranged across the UK. Delivery method and cost may vary depending on order size, packaging weight, carton volume, destination and whether the goods require parcel, pallet or freight handling.

Customers are responsible for providing accurate delivery details. Incorrect addresses, unavailable recipients, restricted access, missed deliveries or late changes may cause delays or extra charges.

Delivery dates are provided in good faith, but they can be affected by courier delays, freight issues, weather, holidays, customs where relevant or events outside normal control. If packaging is needed for a launch, event or retail deadline, this should be shared at quote stage.

Custom packaging is produced to agreed specifications, so cancellation options become more limited as the order progresses. If cancellation is requested before artwork, sampling, materials or production work begins, the request can be reviewed.

Once design work, dieline preparation, material ordering, proofing, sampling or production has started, cancellation may not be possible without charges. If the order has entered production, the customer may still be responsible for costs already incurred.

Changes to size, quantity, material, artwork, finish or delivery details may affect price and turnaround. Any change should be requested as early as possible and confirmed in writing.

Custom printed packaging is made to approved specifications, so refunds are handled differently from standard stock items. A refund, replacement or reprint may be reviewed if the finished order does not match the approved specification or has a significant production issue.

Issues caused by approved artwork errors, incorrect supplied dimensions, spelling mistakes, late changes, unsuitable file preparation or approved design choices may not qualify for a refund or reprint. This is why artwork proofs, dimensions and order details must be checked carefully before approval.

If an order arrives damaged or appears incorrect, contact Custom Packly UK as soon as possible with the order details, photographs of the issue, photographs of the outer delivery cartons and any relevant proof or approval references. Keep the packaging and delivery materials until the issue has been reviewed.

Customers are responsible for ensuring they have the right to use any logos, artwork, images, fonts, product claims, brand names, barcodes, QR codes and written content supplied for printing. Custom Packly UK is not responsible for checking trademark ownership, copyright permission or product claim compliance.

Any packaging artwork that includes regulated information, safety wording, product claims, ingredients, warnings or legal labelling should be checked by the customer before approval. This is especially important for food, cosmetics, wellness, healthcare, pet products and other product categories with specific labelling needs.

Custom Packly UK may collect personal and business information when you submit a contact form, request a quote, send artwork, email the team or use the website. This may include your name, business name, email address, phone number, delivery location, project details, uploaded files and communication history.

This information is used to respond to enquiries, prepare quotes, review packaging requirements, manage orders, provide customer support, improve the website and maintain business records. Information may also be used where required for legal, accounting or administrative purposes.

Custom Packly UK does not sell personal information. Information may be shared with trusted service providers where needed to operate the website, manage email communication, process enquiries, support production, arrange delivery, maintain records or provide technical services.

Personal information is kept only for as long as needed for the purpose it was collected, including enquiry handling, order support, legal requirements, accounting records and business administration. If you want to ask about the information held about you, request a correction or raise a privacy concern, contact Custom Packly UK using the details on the Contact page.

The Custom Packly UK website may use cookies or similar technologies to keep the site working, improve user experience, understand website performance and support analytics. Some cookies may be necessary for basic website function. Others may help understand how visitors use the site.

Where required, non-essential cookies should only be used with appropriate consent. Visitors can usually manage cookie preferences through the cookie banner, browser settings or device settings.

Cookie settings may affect how some parts of the website work. More detailed cookie information should be provided through the cookie banner or a separate Cookie Policy if your website uses analytics, tracking tools or marketing pixels.

The content on this website is provided for general information about custom packaging, materials, print finishes, packaging styles, industries and related services. While Custom Packly UK aims to keep information accurate and useful, website content may be updated, changed or removed without notice.

Images, product examples, packaging descriptions and finish references are for guidance only. Final results depend on agreed specifications, artwork, material selection, production method and approved order details.

Website content, wording, images, design elements and brand materials should not be copied, reused or reproduced without permission. Visitors should not misuse the website, attempt unauthorised access, upload harmful files or interfere with website performance.

These policies may be updated from time to time to reflect changes in services, website features, legal requirements, production processes or business operations. The latest version published on this page will apply from the date it is updated.

Customers should review the relevant policy information before placing an order, approving artwork or submitting personal information through the website.

If you have a question about quotes, artwork approval, production, delivery, refunds, privacy, cookies or website use, contact Custom Packly UK before placing your order. Clear questions and complete project details help the team respond with more accurate guidance.