HOW CAN
WE HELP?
A little help goes a long way. Find answers to your questions about orders, delivery, returns and our packaging.
Try “delivery”, “returns” or “compostable”.
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Whether you're waiting for a delivery or choosing the right packaging, we've got the answers.
ORDERS & PAYMENTS
Everything you need to know about placing and managing your order.
How do I place an order?
Simply browse our website, choose your packaging and pack size, and add your items to your basket.
When you're ready, head to checkout to complete your order.
Can I cancel or change my order?
If your order hasn't been dispatched yet, please contact our Customer Care team as soon as possible with your order number.
Before dispatch, we can help with cancelling your order, changing a product, size or quantity, or adding items to your order.
We'll do our best to help, but changes cannot be guaranteed once your order has been dispatched.
I've placed an order. What happens next?
Once you've placed your order, you'll receive an order confirmation email.
We'll then prepare your packaging for dispatch. You'll receive a further email when your order is on its way.
Do you offer bulk orders or business pricing?
Yes. Bulk quotations are available for quantities of more than 1,000 units on eligible ecommerce packaging products.
Bulk pricing isn't available for food packaging or glassine products. We don't currently offer trade accounts, credit accounts or payment on account.
For a quotation, please contact our Customer Care team with the product, size and quantity you require. We can also discuss regular repeat bulk orders.
Can I get a VAT invoice?
Yes. You can download your VAT invoice by logging into your customer account and viewing the relevant order.
You can also check your order confirmation email for a link to download your invoice. If you're unable to access it, please contact our Customer Care team.
How can I contact you about my order?
You can reach our Customer Care team through our Contact Us page or by emailing support@simplelifeco.uk .
Please include your order number so we can help you more quickly.
SHIPPING & DELIVERY
From our warehouse to your doorstep. Here's what you need to know.
How much is UK delivery?
UK delivery is free on orders over £20.
For orders of £20 or less, delivery costs £3.95.
You can find more information on our Shipping & Delivery page .
When will my order be dispatched?
Orders placed before 12pm on a working day are dispatched the same day.
Orders placed after 12pm, at weekends or on bank holidays are dispatched on the next working day.
How long does UK delivery take?
Our UK delivery estimate is 1–2 business days.
Delivery times are estimates rather than guarantees and may vary during busy periods.
How can I track my order?
If tracking or delivery information is available for your order, you'll receive it in your dispatch confirmation email.
Not all orders include full tracking. Royal Mail 24 may provide delivery confirmation rather than step-by-step tracking.
My order hasn't arrived. What should I do?
If your order hasn't arrived within the estimated delivery window, please check any available delivery information first.
If your order shows as delivered but you can't find it, check around your property, any designated safe place and with your neighbours.
If you still can't locate your parcel, please contact our Customer Care team with your order number and we'll look into it for you.
Can I change my delivery address?
If your order hasn't been dispatched yet, please contact us as soon as possible with your order number and the correct delivery address.
We'll do our best to help, but changes cannot be guaranteed once an order has been dispatched.
Do you deliver outside the UK?
Yes! We currently ship to Germany, France, Italy, Spain and Ireland.
European delivery is estimated at 2–7 business days, with shipping starting from €19.99.
International shipping costs depend on package weight and are displayed at checkout. Each package may be charged separately.
Customs clearance and other delays may affect delivery times.
RETURNS & REFUNDS
Not quite what you expected? We're here to help.
How long do I have to return my order?
You can request a return within 30 days of receiving your order.
Items must be unused and in the same condition as when you received them.
Your statutory rights are not affected.
How do I request a return?
Sign in to your customer account , find your order and select the items you'd like to return.
Follow the on-screen instructions to submit your request.
We'll review your request and email you with the next steps. Please don't send anything back before your return has been approved.
Do I have to pay for return postage?
For change-of-mind returns, customers are responsible for arranging and paying for return postage.
We recommend using a tracked delivery service and keeping your proof of postage.
If your order is faulty, damaged or incorrect, please contact our Customer Care team first. These cases are assessed separately from change-of-mind returns and we'll advise you on the appropriate next steps.
Do I need the original packaging?
No, original packaging isn't required.
However, returned items must be unused and securely packaged to prevent damage during transit.
How long does a refund take?
We process approved refunds within 5 working days of receiving your returned items.
Refunds are issued to your original payment method. Your bank or card provider may take additional time to make the funds available.
What if my order arrives damaged or incorrect?
Please get in touch with our Customer Care team as soon as possible. We may ask for your order details and photos so we can review the issue.
We'll assess the issue individually and work with you to find the appropriate solution, which may include a replacement or refund.
Please contact us before returning anything so we can advise you on the appropriate next steps.
PRODUCTS & PACKAGING
A little more about our materials, product sizes and sustainability.
Are your paper mailers recyclable?
Yes! Our FSC-certified kraft paper mailers can go in household paper recycling.
Please check your local recycling guidance if you're unsure.
Are your compostable mailers home compostable?
Our compostable mailers and poly bags are designed for industrial composting and are not suitable for home composting.
They can also be used as liners for food waste bins or placed in garden waste bins, provided your local council accepts compostable packaging in these collections. Please check your council's guidance before disposing of them.
Please check whether an appropriate industrial composting collection or facility is available in your area.
What does FSC-certified mean?
FSC stands for the Forest Stewardship Council.
FSC certification helps identify forest-based materials that meet recognised standards for responsible sourcing.
Our kraft paper mailers, board-backed envelopes and padded paper mailers are FSC-certified.
How do I choose the right packaging size?
Each product page includes size information to help you choose the right packaging.
Please check the dimensions carefully before ordering, particularly if you're packaging items with very specific measurements.
For our paper mailers, the internal usable dimensions are slightly smaller than the external measurements because of the glue lines.
If you're unsure which size to choose, our Customer Care team will be happy to help.
Do you offer samples?
Yes. We offer a paid Simplelifeco Sample Pack, available to purchase from our online shop.
We don't currently offer free samples. Please see the Sample Pack product page for current pricing, contents and availability.
What if I need help choosing a product?
We're happy to help you find packaging that suits your needs.
Get in touch with our Customer Care team and tell us a little about what you're packaging, the sizes you need and the quantities you're looking for.
We'll help you explore the available options.
STILL NEED A HAND?
Can't find what you're looking for? Get in touch with our Customer Care team and we'll be happy to help.
CONTACT CUSTOMER CARE