Frequently Asked Questions

At this moment we ship through DPD or GLS, during the checkout process you can choose through which transporter you would like to receive your package. As soon as we have collected and packed your order, the transporter will come and pick up the package with us and will deliver it to you as soon as possible.

On workdays, many products are ready to be shipped the same day and can be shipped within a few hours. The estimated delivery time is indicated on the detail page of the product.

The delivery time that is indicated on the detail page applies to shipments within the Netherlands. In some cases, however it might occur that it takes 1 to 2 weeks longer, when the products have a delivery time of 7-10 days.

For shipments within the Netherlands, no shipment costs are charged for orders of more than € 75.00 excl. VAT. Your order is delivered from Monday to Friday between 7am and 6pm. Agreements about a desired delivery date or a late delivery are possible against an additional fee in consultation with the transportation company.

Yes, you most certainly can and it’s often cheaper too! At this moment we are shipping with DPD and GLS and together they have almost 1500 pickup points in the Netherlands, so there is always one located near you.

The indicated delivery times have been agreed upon with our warehouse, the transportation company, or the manufacturer. Shorter delivery times unfortunately aren’t possible.

You can find the status of your orders at My Account, under My Orders. If the status is ‘sent’ then a change of the delivery address unfortunately is no longer possible.

If this isn’t the case, then you can send us a message through the button in the lower left corner.

Yes, you most certainly can. During the checkout process you can choose a different delivery date. We will take the later shipment into account and try to deliver on the day of your preference. Note that no rights can be derived from this, because after the package has been picked up by the transporter, we no longer have any control over the package.

The offer of www.packlinq.nl only aims at customers in the Netherlands.

Customers from France can find our offer through www.packlinq.fr.

Customers from Germany find our offer through www.packlinq.de.

Customers from Austria can order through www.packlinq.at.

Customers from Belgium can find us at www.packlinq.be.

Customers from Switzerland order through www.packlinq.ch.

Customers from Great Britain (or other English-speaking customers) can find us at www.packlinq.com.

You can find the status of your order in ,My Account, under My Orders As soon as your order has the ‘Sent’ status, you will also receive a confirmation email from us with the shipment number of the products you’ve ordered. By clicking this number, you can follow the course of the delivery precisely.

Unfortunately, not all our shipment partners are able to provide us with the necessary shipment information. In that case you can just send us a message by clicking the button in the lower left corner.

At ‘My Orders’ you can find an overview of your latest orders. When you click ‘View Order’ you will see a detailed overview of your order.

Unfortunately, at this moment it is technically not possible to change your order in hindsight. Should you still want to add a change to your order you can cancel the order and simply order the desired products again in our shop.

If the status of your order says ‘sent’, but you haven’t received any products, then first check in the follow system of our shipment partners if your order has been delivered to the post office or to your neighbours.

If that isn’t the case or if you haven’t received a shipment number, then use the button in the lower left corner to send us a message.

Please take into account that not all our shipment partners can provide us with the necessary shipment information.

In exceptional cases, for example due to a wrong connection of shipment information or technical errors, a delivery can go wrong.

Of course, you have the option to have your order delivered again. First check whether the address you have provided is correct and whether the indicated name is clearly mentioned at the front door. If everything is correct, then just send us a message through the button in the lower left corner.

You will receive a confirmation on the email address you’ve provided us with 24 hours after your order at the latest. Should you not have received a confirmation then we ask you to check your spam folder. If the confirmation email isn’t in your spam folder either, then you can send us a message through the button in the lower left corner.

Once you have found the item of your choice, click the button ‘Add to Shopping Cart’. You can go to the shopping cart any time by clicking ‘Go to Shopping Cart’ in the upper right corner or by adding products. You can complete your order by clicking ‘Proceed to Checkout.’

For a successful order, a valid email address, an invoice address and a delivery address are needed. In addition, we also need your telephone number, so the external transportation company or parcel delivery service, if applicable, can quickly contact you to make a delivery appointment.

You can find a detailed description of the order process in our General Terms and Conditions. Due to privacy protection, making an order through telephone or email is not possible.

Yes, we send up to 5 free samples of most products. Unfortunately, we cannot send samples of the passe-partouts, the foam boards, and the cardboard sheets.

If the product description doesn’t offer enough information, you can ask us specific questions by sending us a message through the button in the bottom left corner.

Fill in the desired search term in the search field and click ‘Search’. All relevant results will appear.

Search criteria could be products, sizes or colours for example. While you are typing the search term, our search engine will already start searching for relevant results.

In case this isn’t successful, the notification: ‘Your search had no result’ will appear. If this happens, then check the search terms for spelling errors or try again with a different search term. Choose a more general search term of shorten the search term.

If the search engine has found relevant results, you can further refine the results on the left of the screen with our search filter.

Items that are only sold as a set cannot be purchased individually. Thus, it is not possible to order separate products or colours from a certain set. In the extensive offer on our website you will certainly be able to find comparable items that can be ordered separately.

When a product is no longer in stock, you can send us a message by clicking on the button in the lower left corner. Subsequently we will check when the item of your choice will be available again.

Because we are an online store unfortunately we don’t have a showroom for private individuals where you can see our products. Business customers of course are welcome, call us for an appointment.

Your invoice is sent to your email address after delivery of the order, so it is not added with your order.

If you still haven’t received an invoice a week after receipt of the products, then first check your spam folder. If the invoice isn’t in your spam folder either, then please send us a short message through the button in the bottom left corner.

In case you have received a wrong or incorrect invoice then please send us a short message through the button below at left. Include a description of the mistake and the invoice and order number so we can check what went wrong.

Unfortunately, at this moment it is not possible to correct existing invoices. In case of an incorrect invoice you will receive a credit invoice from us.

We constantly exchange information with the delivery services to show the current delivery status in your account under ‘My Orders’.

Should the status of your order still say ‘processing’ 4 days after your order, then please contact us with the button below. We will then find out as soon as possible whether your payment has been processed with us.

Due to tax reasons, changing the invoice address of an existing order unfortunately isn’t possible. Should you still want to use a different invoice address then you can cancel the order and order the products from us again with the desired invoice address.

With every Packlinq delivery you will always receive an invoice from us, unless you have paid the entire amount with a coupon. On this invoice, the VAT is mentioned separately. Should you need an additional invoice then you can request one for free at our customer service.

Once you are done shopping and you would like to complete the order, you can fill in the code of the discount coupon in the overview of your shopping cart.

Fill this in in the ‘Coupon Code’ field, enter your code that consists of letters and numbers and confirm with the button ‘Submit Coupon’.

Note the following:

When you copy a discount coupon, then make sure you don’t copy unnecessary characters.

A distinction is made between uppercase and lowercase letters

Only use a valid discount code

Each discount code can be used only once.

The discount amount is immediately deducted from the total sum and at the top of the page the notification ‘the discount code has successfully been submitted’ appears.

If you click ‘Remove’ next to the discount code, the discount code will be removed. On top of the page the notification that the discount code has been removed will appear. It is not possible to submit a coupon after you’ve completed your order.

For all purchases at Packlinq.nl we guarantee - in addition to the legal right of withdrawal of 14 days -a voluntary right of return during a total of 100 days after receipt of the products.

In order to process a possible return shipment as quickly as possible we ask you to precisely follow the instructions below.

If you would like to return a previously bought item, then you can simply send us a message through the button below.

After we’ve received a return request, we will send you an email with a return form. Fill in this form and sign it and send it back to us together with your order.

Please pack the products in such a way that they don’t get damaged during the return shipment. Preferably, if still available, in the undamaged and original packaging. Put the return form inside the package and paste the return label on the package in such a way that the original shipment label is no longer visible.

Subsequently you bring the package safely packed to the shipment location.

The costs for the return shipment are completely covered by Packlinq, if Packlinq has sent you the wrong products or damaged products. In all other cases you are responsible for the costs of the return shipment.

You can find more information about the right of withdrawal here.

Due to technical reasons at the moment unfortunately it is not possible to exchange two different items against each other. Would you still like to exchange an item, then you can return the item, and order the item of your wish again on our website.

As soon as our warehouse has received your items, we will notify you by email. After a successful check of the returned products, the return shipment will get the green light to proceed and the new items will be sent to you.

Should you have any further questions regarding the status of your return shipment then please send us a message through the button in the lower right corner.

In principle we sent exchanged items as quickly as possible, after receipt and successful examination of the damaged products in our warehouse. Hereby, the delivery times on our website are leading for the duration of the delivery of the item.

Would you like to know the exact status of your exchange, then send us a message through the button in the lower right corner.

As soon as our warehouse has received your items we will notify you per email.

After a successful examination of the returned products, the amount due is refunded to you through our financial administration. Do keep in mind that in accordance with the General Business Terms and Conditions this process may take up to 14 days.

Should you have any further questions regarding the status of you return shipment then please send us a message through the button in the lower right corner.

All guidelines with regard to the right of withdrawal at Packlinq can be found here.

Packlinq offers the option to return a product within 100 days. You can find more information regarding the right of return here in our General Terms and Conditions.

You can find our General Terms and Conditions here.

In principle, you will always receive the refund through the payment method you have used. Because of this you will receive the amount back on the account that you also used for the payment.

Exceptions to this rule are only made in case of system-technical reasons; for example, if your credit card or the 240-day term at PayPal meanwhile has expired. In those cases, we will contact you as soon as possible.

Payments are settled within 14 days. Should you still not have received a refund after 14 days then please send us a message through the button below.

In case you have received an incorrect refund then also send us a message through the button below. To check the refund, we need the order number and a description of the error.

In principle, payments are refunded within 14 days. The term begins after you’ve returned a product or have notified us of the withdrawal. If you still haven’t received the refund after this term, then please send us a message by clicking the button in the lower right corner.

You will receive a credit invoice in the event of a return, an exchange or a discount that is granted in hindsight. In case of a return or exchange we cannot draw up the credit invoice until we have received the returned items in our warehouse again and we can process your order.

Should you still not have received a credit invoice 10 days after the return of exchange of your order, then send us a message through the button below.

If an item has been delivered damaged, naturally you have the option to request replacing parts for the item.

Please send us a short description, pictures, and the official name of the part – as mentioned in the manual - of the damaged item through the request button in the lower right corner.

Based on the content of your email we will check whether the replacing parts concerned are in stock. Subsequently we will send them to you as soon as possible. If this isn’t the case, then an exchange is necessary, and we will send you an email with a return form and a return label.

Please pack the products in such a way that they don’t get damaged during the return shipment. Preferably, if still available, in the undamaged and original packaging. Put the return form inside the package and paste the return label on the package in such a way that the original shipment label is no longer visible. Subsequently you bring the package safely packed to the shipment location.

If your item is delivered damaged, but you still want to keep the item nonetheless, then please send us a short description and pictures of the damaged item through the request button.

If your order is delivered incomplete, it might be that the delivery runs through different channels. For this, check the status of the delivery at My Account, under My Orders. Does the status of the missing product say ‘delivered’, then send us a message by clicking on the button in the lower right corner.

If you’ve received an ordered item incomplete, then you can simply send us a message through the button in the lower right corner.

For this, we need a clear description of the missing product. Check this in the order confirmation. We will check whether the missing products are available and send them to you as soon as possible.

In case an item is accidently delivered wrong, then please send us a short message, pictures, and the product number as mentioned on the wrongly delivered product (if available) through the request button in the lower right corner. After we’ve received and processed your email, we will send you a return form and a return label.

Please pack the products in such a way that they don’t get damaged during the return shipment. Preferably, if still available, in the undamaged and original shipment package. Put the return form inside the package and paste the return label in such a way that the original shipment label is no longer visible. Subsequently you bring the package safely packed to the shipment location.

After we’ve received the returned product in our warehouse, the new product will be sent to you as soon as possible.

If an item has been delivered double, you can simply send us a message through the button below. After we’ve received and processed your email, we will send you a return form and a return label.

Please pack the products in such a way that they don’t get damaged during the return shipment. Preferably, if still available, in the undamaged and original shipment package. Put the return form inside the package and paste the return label in such a way that the original shipment label is no longer visible. Subsequently you bring the package safely packed to the shipment location.

If you decide that you want to keep the double delivered product then you can simply send us a message through the button in the lower right corner, so we can handle the payment details with you.

Packlinq is certified by Trusted Shop. It mean that you can give your review and a score up to 5 stars about the delivery, goods and customers service. Every review are automatically checked to ensure 100% real customers reviews. It mean also that PacklinQ fulfull the Trusted Shop criteria.

You will receive within 2 weeks after the payment a mail from Trusted Shop to review our company, customers service and shipment. You just have to follow the indicated steps in the mail to give your review.

Because it is important to us that you are satisfied, and we would like to continue to improve our customer service, we are looking forward to receiving your feedback.

By clicking the button in the lower right corner, you can simply send us your feedback.

Because your opinion matters to us, you can review every product. On the detail page of the product, choose the tab ‘Reviews’ and fill in your name, choose a title, write your comments, and add a score to the product.

1 star: I don’t like this product at all

2 stars: I don’t like this product

3 stars: neutral

4 stars: I like this product

5 stars: I like this product a lot

Take the following into account:

Your review must be about the product itself and not about the price, the delivery time, other products, or other customer reviews. To give a review of the company, customer service or shipment, please take a look at the Trusted Shop review question.

Texts should be clearly formulated

Comments from text sources with copyright are not published

Insults, political expressions, obscenities, and such are not allowed.

Packlinq does its upmost to let the order process, the payment and the delivery proceed with as less problems as possible. Should something still go wrong, then please use the dropdown menu. In it you will find the different topics that help you answer your question and, if needed, instructions to contact our customer service. The handling of complaints by our customer service usually takes a maximum of 14 days. In case of complex complaints this process might take longer. In this case the customer service will inform you in time.

Should despite our efforts, the handling of your complaint by our customer service not be satisfactory, then you have the option to file a complaint at the arbitration committee: www.sgc.nl. In addition, if you have a complaint/dispute you can also go to http://ec.europa.eu/consumers/odr/.

With the Packlinq newsletter we regularly inform you about news in the field of packaging and products with a discount.

To remain up to date about news and offers of Packlinq you can sign up at any given time, by clicking ‘Newsletter’ in the upper right corner or by filling in your email address in the lower right corner in the ‘Packlinq news section’.

If you already have an account, you can easily sign up for the newsletter at ‘Subscriptions’ when you are logged in.

Have you already clicked on the link in the confirmation email for your registration? The registration for the newsletter isn’t successful until you have clicked on the link in the confirmation email.

If your email programme has a spam filter, then make sure to add [email protected] to your address book, so our newsletters will end up in your mailbox. Do not mark our email address as unwanted, because otherwise you will no longer receive our other emails (for example the order or shipment confirmation and invoice) either.

You can sign off by clicking the link concerned on top or at the bottom of the newsletter. You can also sign off through your account, at ‘Subscriptions.’ You can also send us a message through the button in the lower right corner stating that you would like to sign off from the newsletter.

Important:

Do not mark our email address as unwanted, because then you will no longer receive our other emails (for example the order confirmation) either

In the upper right corner, click ‘Register’ to visit the registration page. There, fill in all the fields with a *. For a secure password we recommend creating a combination of signs, numbers and letters of at least 6 characters. You will need the password and your email address to log in.

If you would like to receive information about trends, campaigns, new products, and discount codes of Packlinq, you can sign up for our newsletter during your registration.

Confirm your information by clicking the ‘Continue’ button. Subsequently you will be redirected to your account.

If you no longer want to use your account, we can deactivate your account for you. In this case send us a message by clicking the button in the lower right corner, so we can take care of this for you.

Once you are logged in, you can change your name, email address and password in the ‘Personal Data’ section. In addition, you can fill in your date of birth here, so you will receive a discount code. With this discount code you will receive a 5% discount on your next order.

To change something, click on the field concerned. Once you are done, click ‘Save’ to confirm the changes you’ve made.

If you’ve forgotten your password, then click ‘Forgotten your password? In the login screen. If you fill out your email address, you will receive an email and you can choose a new password.

A safe password is the basis for every account on the internet. The most important rules you must obey when choosing a password are:

Choose at least 6 characters

Use uppercase and lowercase letters, preferably in random order

Use numbers

Special characters increase the safety

Do not use the same password for multiple websites or add at least one small variation.

Do not write your password down (unless it is kept in a really safe place) and never give it to third parties.

We use an SSL connection. Due to this, the information you provide us with is encrypted and cannot be accessed by others.

We attach great value to the security of your personal data. You can find our complete privacy policy here.