FAQ - Do you have any questions?
Here we answer all your important questions about the shop, our products, customer accounts, orders and much more. Feel free to look around before contacting our customer service, maybe you will already find the right answer? If not, you can always contact us via chat or email.
Online account & payments
As a registered customer, you can order from us online around the clock. You can set up your own customer account in the Online Shop by clicking on the "My Account" button in the top right-hand corner of the menu bar. You will then be guided step by step through the automated registration process. Once you have completed the registration process, you can place your first order immediately. Once you have registered as a shop customer, you can log in at any time with your username and password via "My Account" and place your order.
Orders by fax and e-mail are processed during our regular business hours. You can reach us by telephone from Monday to Friday from 8.30 a.m. to 12.30 p.m. (CET) from 13.30 p.m. to 15:30 p.m (CET).
- Telephone: +49 (0) 421 / 246 87 87 - 0
- E-mail: info@ecobiopack.co.uk
- Prepayment via ecobiopack
- PayPal
- Creditcard
- Apple Pay
- Invoice
Log in to your customer account. Here you can easily change your personal data, billing and delivery addresses or payment method. If you have any further questions, please contact us by e-mail or telephone.
Click on "I have forgotton my password." in the login area at https://www.ecobiopack.co.uk/account. You will be asked to enter your e-mail address again. As soon as you have sent it, you will receive an e-mail with a link within a few minutes. If you click on this link, you can reset your password. Please call us if you have any problems with this automated process. We recommend that you set a new password under "My account" after logging in with the password you received from us.
You can find your invoices for the orders in your customer account if they have already been completed.
You will receive the invoice from us by e-mail. If you have not received it, it is possible that it has landed in your spam folder. If this is not the case, please contact info@ecobiopack.co.uk with your order number and we will send you a new invoice.
Order
An order that has already been sent cannot be changed in the customer account. If you still notice something wrong, please contact our customer support immediately. If the order has not yet been processed, our colleagues may be able to help you.
If you are planning to order larger quantities, please let us know. Send us an e-mail to info@ecobiopack.co.uk stating the desired articles and the respective quantities. We will send you an offer as soon as possible.
For some items you will find reduced prices that are staggered according to the number of pallets.
Of course, we understand that your storage capacity is often limited. Unfortunately, however, we cannot store goods temporarily.
Log in to your customer account and go to "Orders". Select the relevant order and click on "Repeat order". If you want to change certain products, you can also do this in this template.
- Log in to your account.
- Select Reorders to view your purchased products.
- Click the plus icon to add items to the list.
- Choose Add list to cart. The cart will open automatically.
- Check your order and click Place order to complete your purchase.
No. You can order as little as one box. The minimum order value is only £50.
Shipping & Delivery
We ship by parcel service or freight forwarder depending on the shipment volume. The shipping prices plus VAT are based on the net order value ex warehouse Bremen. The minimum order value is £50.
Standard shipping UK
For an order value up to £100 net we charge a shipping fee of £6.90 net. From an order value of £100 net, we deliver free of charge. Shipping is always duty paid and taxed. The costs for delivery notifications (AVIS) and fixed-time deliveries for freight shipments will be passed on.
Island surcharge
For some regions within the UK, an island surcharge applies due to the special delivery circumstances. This surcharge is £34.90 per £100 value of goods. Different prices may apply for other countries.
Yes, shipping is always duty paid and taxed.
In addition to the UK, we offer online shops in Germany, the Netherlands, France and Switzerland. You can find an overview of all partners here:
Orders placed before 12:30 p.m. (CET) are usually dispatched on the same day (depending on item availability and payment terms). Depending on the shipping method, delivery is made by GLS or a freight forwarder. Standard delivery time to the UK is 3-5 business days or 5-7 days for freight forwarding shipments.
Please make sure that someone is on site to accept the goods.
If you are unable to accept the order, you have the following options:
For parcel service shipments you will receive a notification that an attempt was made to deliver the goods. Another delivery attempt will be made on the next working day. You also have the option to respond to the notification and arrange a delivery directly. After three unsuccessful delivery attempts, the goods will be returned to us.
In the case of forwarding shipments, we will be notified if the goods could not be delivered. We will contact you immediately to arrange a new delivery. We may have to charge you for the second delivery.
Please let us know if you have different opening hours so that we can ensure a scheduled delivery.
No, we unfortunately do not deliver to packingstations.
Are you interested in one or more of our products? You have not yet purchased the products and would like to test them before you buy them? No problem at all! Just use our sample order!
No matter if you are already a ecobiopack customer or if you are visiting our online shop for the first time: We will gladly send you samples of the products you are interested in, so that you can be sure that you have ordered the right articles and do not have to buy the famous "pig in a poke".
The sample shipment is completly free!
Complaints
In accordance with our General Terms and Conditions, items can be returned free of charge if there are any defects that we are responsible for. Therefore, please check the delivered items for completeness, transport damage and quality immediately after acceptance.
If there are any shortages or defects, please call or write us and report this within 14 days at the latest. We will discuss the subsequent delivery or return and the corresponding refunds with you. We will not accept packages sent without postage paid.
If you would like to return the goods for other reasons, e.g. if you have placed an incorrect order, please call or write to us and we will discuss the next steps with you.
You will receive a corresponding return delivery note from us, which must be enclosed with the shipment. You will also find details of the return address on the return delivery note.
Please note: We ask for your understanding that we are not allowed to take back already opened sub-packaging for hygienic reasons. In order to cover the costs of the necessary quality inspection, repackaging if necessary and restocking of goods taken back on a goodwill basis, we charge a credit deduction of 10% of the original value of the goods. Please note: There is no legal right of withdrawal in commercial trade.
Return Address:
STEPHANI Spedition GmbH
Warenannahme - Lager Greenbox
Beim Industriehafen 55
D-28237 Bremen
Germany
Company & Guide section
The two green buttons in the upper right-hand area of the online shop will take you to the "Info / Service" and "Blog" pages. Here you will find further information about our company and various terms.
We have created a whole area for this so that you are always aware of which materials we use and how they are produced.
You can find it under the green button "Blog".
Printing & Customisation
At the moment we do not offer printed products for the UK. If you still have questions or a request with a higher amount of products please contact us and we will check, if an order is possible after all (info@ecobiopack.co.uk).
Food suitability & instructions for use
We have compiled all the important information for you on the page "Food suitability". Just have a look here.
Certification
We do not want to unsettle you as a customer, but to gain your trust. We attach great importance to transparent and open communication regarding our products and the conditions under which they are produced. Consequently, we have decided to invest money in international certificates in order to be able to present you with an official confirmation of our positive product characteristics.
You can find more information here.
Shops in other countries
In addition to the UK, we offer online shops in Germany, the Netherlands, France, Denmark, Spain, Portugal and Switzerland. You can find an overview of all partners here:
Product range advice
We are happy to help! You can get in touch with us either by e-mail, telephone or via our contact form.
Materials
Of course! We have many articles on the individual materials that inform you about their extraction, production, processing and sustainability. We try to keep this section up to date and regularly update it with new materials. Just have a look here.
Further questions
We are happy if we can help you. You can get in touch with us either by e-mail, phone or via our contact form. You can find more information here.