What are your working hours?

Monday to Friday 9am to 5pm  - Phone or if we're not picking up leave us a voicemail and one of our friendly team will be in touch as soon as we can. 

Alternatively, you can send us an email to help@packgenie.co.uk if you prefer. Whether you need help ordering or have a question regarding your order, we're here to help you!

My order arrived damaged, or doesn't look how I expected it to? What should I do?

We're really sorry to hear that you are not happy with the quality of your order.

Customer satisfaction is our top priority, so we would like to help and find the best solution for you.
To help us do this, please contact help@packgenie.co.uk to let us know what the problem is along with your order reference. You'll find your order reference in your order confirmation email and in your Order History.

If you don't have the order reference handy and you are sending this query from an email mailbox other than the one used for your Packgenie account, please confirm the registration email in order to identify your account.

It would also be helpful to describe and include photos of the product (defect) that you have received, to show exactly what the problem is. In this way we will be able to help you as quickly as possible.

Returns Policy

Where is my order?

To see when your order should arrive, please check your  order status in "My Order History" or in your order confirmation email. If your order has already been dispatched, you can check which delivery method it was sent with. Unless you selected express delivery our standard deliveries are between 8.30am and 7pm. These times could vary due to unforeseen circumstances, for example weather and traffic.

An item is incorrect or missing from my order. What should I do?

We're really sorry to hear that you have not received all of your products yet.

If an item is missing from your parcel, we kindly ask you to check your order confirmation email as the item could have been dispatched separately. If this was not the case, please contact help@packgenie.co.uk so we can check your order for you.

If you have received the wrong item, please email help@packgenie.co.uk so we can look in to this for you. When contacting us please give us your order reference and details of what is missing or incorrect, so we can help you as quickly as possible.

Returns Policy

How can I track my order?

When placing your order, you can choose which delivery method you want your order to be delivered by. If you choose our Tracked Delivery or Special Delivery, you will be able to track your order.

To track your order, please check your tracking reference in the dispatch confirmation email or in "My order history" under "Tracking". You can then use this number to track your parcel on our delivery partner's website.

How can I check my order status?

You can check the status of your order in "My recent orders". Here you can follow the order process, and the status will say "Processing" while we are preparing your products for you.
Once your order has left our factory, your order status will change to ''Dispatched'', and you will see the date the order was sent out from our production site. We'll also send you an email informing you of this as soon as the order is sent out.

Can I get an invoice for my order?

You can find an invoice for your order in "My order history", where you can view and print your invoice.  Here you will see a breakdown of your order, including the VAT rate. 

How to order packaging with custom printed individual design?

First of all you need to select a product listed in a ‘CUSTOM PRINTED’ category. Select the correct size and quantity needed, add options if required, you will see a window above the add to cart button to “select a file”, and upload a properly prepared PDF or AI artwork file from your computer. Do not forget to click on “Add to Basket” after you upload the file. Then you can choose other products.

Instructions on how to properly prepare design files and templates can be found here:



DESIGN TEMPLATES (these can also be found in the description of all our printed products)

Alternatively you can email us your design after you have placed your order. If you’d like us to layout your design, detail ­­your ideas in an email to; help@packgenie.co.uk and our expert design team will work our magic and layout your design. Please bare in mind that production cannot commence until artwork has been signed off.

Why is my offer code not working?

If your discount is not being deducted in the basket, we'd suggest that you check the terms and conditions of the offer on our Special Offer page:


or in the newsletter that we sent to you. Here you will find when the last date to redeem this offer is; please make sure that this date has not passed.

Please also check the type of product mentioned in the offer to see if the promotion can be applied to your product: you might need to change product type, or change the quantity.

Sometimes our offers can be used for a minimum or maximum order amount, usually excluding the delivery cost. You might also need to order a certain number of products.

Lastly, please note that promotions can be reserved for the first order that you place with us. If this is the case, this will be mentioned in the terms and conditions of the offer code.

How can I apply a special offer to my order?

If you find an offer that you'd like to use for your order, you can enter the offer code in the field during checkout and click "Enter" before during checkout.  If the products that you are ordering are included in the offer, the discount will automatically be deducted from your basket.

Can I use two offer codes for the same order?

You can only use one offer per order. If you have two different codes that you would like to redeem, simply place two separate orders using one code at a time.
Important: The delivery time could be affected when redeeming a special offer.

How can I find out about your special offers?

You can find our current offers if they are running on our home page or next to products with offers available at the time.
If you subscribe to our newsletter you can also be the first one to find out about all our promotions, exclusive offers, tips and advice.

How do I collect reward points?

Reward points get automatically added to you account once you make a purchase. These point are redeemable when you reach a set amount of points. So for example when a customer has 500 points they can redeem a £5 Code or when they reach 1000 points they can redeem a £10 code.

What are the value of your reward points?

Customers receive points per transaction; customers will get 1 loyalty point per £1 spent. These points then add up so customers can redeem codes once each stage has been reached. So for example when a customer has 500 points they can redeem a £5 Code or when they reach 1000 points they can redeem a £10 code.

How can I redeem my reward points?

Points can be redeemed and turned into a cash voucher once you have reached a milestone. So for example when a customer has 500 points they can redeem a £5 Code or when they reach 1000 points they can redeem a £10 code. This can then be entered into the discount code window during checkout.