Frequently Asked Questions
Ordering
How do I place an order?
You can order standard food packaging directly through our website.
Simply select the products and quantities you require, add them to your basket and proceed through checkout.
For custom branded packaging, bulk quantities or specialist requirements, please contact our team for a quotation.
Do I need an account to place an order?
You can shop through the website using the available checkout options.
Creating an InteliPAK account can make repeat ordering easier by allowing you to view previous orders, manage delivery information and access your order history.
Can I change or cancel my order?
If your order has not yet entered the dispatch process, we may be able to change or cancel it.
Please contact us as soon as possible at sales@intelibee.co.uk.
Once an order has been dispatched, it may need to be returned in accordance with our Returns & Refunds Policy.
Custom or personalised orders are subject to different cancellation conditions once artwork has been approved and production has started.
Can I reorder a previous order?
Yes.
If you have an InteliPAK account, you can view your previous orders through My Account.
Alternatively, contact our team and we can help identify products you have purchased previously.
Delivery
When will my order be dispatched?
Orders for in-stock products are normally dispatched within 1 working day after payment has been received.
Our warehouse operates Monday to Friday, excluding public holidays.
How long does delivery take?
Standard UK mainland delivery normally takes approximately 2–4 working days after dispatch.
Some remote locations, including islands and parts of the Scottish Highlands, may take longer.
Do you offer next-day delivery?
Express or next-day delivery may be available for selected products and UK postcodes.
Available delivery options will be shown during checkout.
If your order is urgent, contact us before ordering and we can advise on availability.
How much does delivery cost?
Delivery charges are calculated at checkout based on the products ordered and delivery destination.
We currently offer free standard delivery on qualifying orders over £100, subject to the delivery conditions shown at checkout.
Do you deliver throughout the UK?
Yes. InteliPAK supplies customers throughout the UK.
Delivery times and charges may vary for Northern Ireland, islands, the Scottish Highlands and other remote areas.
Can I track my order?
Where tracking is available, tracking information will be provided once your order has been dispatched.
You may also be able to view your order status through My Account.
My order hasn't arrived. What should I do?
First check your tracking information for the latest courier update.
If the expected delivery period has passed or there appears to be a problem with your shipment, contact our team with your order number and we will investigate.
My tracking says delivered, but I haven't received my order.
Please check whether the parcel has been:
- left in a safe place;
- accepted by another member of staff;
- delivered to reception;
- delivered to a neighbouring business or property.
If you still cannot locate it, contact us and we will investigate with the courier.
Part of my order is missing. What should I do?
Some larger orders may be dispatched in more than one parcel.
Check your dispatch confirmation and tracking information first.
If products are still missing, contact us with your order number and details of the missing items.
Returns & Problems With Orders
How do I return a product?
Please contact us before returning an item.
Our team will provide the appropriate return instructions.
Full details are available in our Returns & Refunds Policy.
What is your returns period?
InteliPAK offers a 30-day returns period on eligible standard stock products, subject to the conditions in our Returns & Refunds Policy.
Consumers may also have separate statutory rights.
What happens if I receive the wrong product?
Please contact us as soon as possible with your order number and details of the incorrect product.
Where possible, include photographs.
We will investigate and arrange an appropriate replacement, collection or refund.
What happens if my order arrives damaged?
Please contact us as soon as reasonably possible.
Include:
- your order number;
- photographs of the damaged goods;
- photographs of the outer packaging where possible.
We will investigate and arrange an appropriate solution.
Who pays for return delivery?
For standard change-of-mind returns, customers will normally be responsible for return delivery costs.
If an item is faulty, damaged or incorrectly supplied, please contact us before returning it so that we can advise on the appropriate process.
Custom Branded Packaging
Do you offer custom branded food packaging?
Yes.
InteliPAK supplies a wide range of custom printed packaging, including products such as:
- coffee cups;
- pizza boxes;
- greaseproof paper;
- paper bags;
- food boxes and containers;
- stickers and labels; and
- other branded packaging.
Contact our team with your requirements and we can provide a quotation.
How do I get a quote for branded packaging?
Send us:
- the type of packaging required;
- approximate quantity;
- your logo or artwork, if available;
- any size requirements; and
- your required timeframe.
Our team can then advise on pricing, minimum order quantities and production times.
Can you help with the artwork?
Yes.
Our team can work with supplied logos and artwork to prepare packaging artwork for approval.
A proof will normally be provided before production begins.
Will I see my design before it is printed?
Yes.
Where artwork approval is required, you will receive a proof to review before production.
You should carefully check spelling, colours, contact information, logos and positioning before approving the artwork.
What are your minimum order quantities?
Minimum order quantities vary depending on the product and printing method.
Contact us with the packaging you are interested in and we can advise you on the available options.
How long does custom packaging take?
Lead times vary depending on:
- the product;
- quantity;
- printing method;
- artwork approval;
- production schedule.
Once we understand your requirements and your artwork has been approved, we will provide an estimated production and delivery timeframe.
Can I cancel custom packaging after approving the artwork?
Once artwork has been approved and production has started, custom or personalised packaging normally cannot be cancelled or returned simply because you have changed your mind.
If you need to change or cancel an order, contact us immediately and we will advise whether production has already commenced.
This does not affect your rights if products are faulty or have been manufactured incorrectly.
Can you supply packaging for multiple locations?
Yes.
If you operate a restaurant group, café chain, franchise or other multi-site business, contact our sales team to discuss volume pricing, recurring supply and delivery requirements.
Pricing & VAT
Are your prices subject to VAT?
VAT is charged at the applicable UK rate.
The website will indicate whether prices are shown inclusive or exclusive of VAT and your final order total will be displayed before payment.
Do you offer bulk discounts?
Volume pricing may be available on selected products and larger quantities.
Where bulk pricing is available online, it will be displayed on the relevant product page.
For larger requirements, contact our sales team for a quotation.
Do you offer trade pricing?
We work with businesses of all sizes and may offer trade or customer-specific pricing depending on order volumes and commercial requirements.
Contact our team to discuss your requirements.
Can I get a VAT invoice?
Yes.
Invoices are available for eligible orders and may also be accessible through your customer account.
If you require assistance obtaining an invoice, contact our team with your order number.
What payment methods do you accept?
Available payment methods are displayed securely during checkout.
For larger, custom or trade orders, alternative payment arrangements may be available where agreed with InteliPAK.
Products & Stock
How do I find the right packaging?
You can browse our products by category or use the search function at the top of the website.
If you're unsure which product is suitable, contact us and our team can help with requirements such as:
- size;
- material;
- capacity;
- lids;
- food type;
- temperature suitability;
- quantities; and
- branding.
How can I check whether a product is in stock?
Stock information is displayed on relevant product pages where available.
If you require a large quantity, we recommend contacting us to confirm availability before ordering.
What happens if something I order is out of stock?
We make reasonable efforts to keep stock information accurate.
If an item becomes unavailable after you order, we will contact you and discuss the available options, which may include waiting for stock, receiving available products separately, choosing an alternative or receiving a refund for the unavailable item.
I can't find the packaging I need. Can you source it?
Potentially, yes.
InteliPAK supplies a wide range of food and takeaway packaging and may be able to source products that are not currently listed online.
Contact our sales team with details of what you're looking for.
Accounts
How do I create an account?
Select Account/Register on the website and follow the registration process.
I forgot my password. What should I do?
Select Forgot Password on the account login page and follow the instructions sent to your registered email address.
How do I update my account details?
Sign in to My Account to update the account information available to you.
If you require assistance, contact our customer service team.
International Orders
Do you deliver outside the UK?
International delivery may be available to selected destinations.
Please check the delivery options available during checkout or contact our team before ordering.
International orders may be subject to customs duties, import VAT and other charges imposed by the destination country.
Security & Privacy
Is it safe to order online?
Our website uses encrypted connections to help protect information transmitted between your browser and the Website.
Payments are processed using the secure payment methods made available during checkout.
How do you use my personal information?
Please see our Privacy Policy for details about how InteliPAK collects, processes and protects personal information.
Contact InteliPAK
How can I contact you?
Our team is available to help with online orders, product enquiries, bulk purchasing and custom branded packaging.
Email: sales@intelibee.co.uk
Telephone: 0141 739 4736
InteliPAK
54 Bridge Street
Glasgow
G5 9HU
For issues relating to an existing order or return, include your order number when contacting us.
