Frequently Asked Questions

Frequently Asked Questions

On this page, you will find answers to frequently asked questions about our products and services.


Can I order from Pack-Store starting from 1 box per product?

Yes, at Pack-Store, it is possible to order from 1 box per product.

How many pieces/sets are there in a box?

The number of pieces per box varies depending on the type of product. You can find the content per box on the product page of the item you have chosen. The quantity per box is stated under the product title, the 'choose option'-section and on the "Additional Information" tab.

What is a set?

A SET consists of both a container and a lid. When we refer to a set in the online shop, it means that you will receive both containers and lids in one package. It is also possible to order only containers or only lids. In that case, we refer to them as PIECES.

Can I only order per box at Pack-Store?

Yes, at Pack-Store, you always order per box, regardless of the number of pieces you need.

What if I need more pieces than fit in one box?

For example, if a product is packaged per box with 400 sets, and you need 800 sets, then you would order 2 boxes (2 x 400 = 800). In this case, it is not possible to order, for example, 900 sets.

Are there multiple options available per product?

For some products, we offer multiple options. These options may vary in packaging unit, color, with or without handles, or the material. All available options can be found on the product page of the relevant item.

I have not received an invoice for my order

Once you have completed your order, you will receive an order confirmation via email, including a PDF invoice. If you have not received the email, we recommend checking your spam folder.

It is also possible to download the PDF invoice through your Pack-Store account. If you do not have an account with Pack-Store, you can request a copy of the invoice by sending an email to [email protected].

Why are the prices excluding VAT?

All products and shipping costs in our online shop are subject to the general VAT rate (in The Netherlands the VAT rate is 21%). Since we mainly sell to businesses, and businesses can reclaim VAT, we list prices in the online shop excluding VAT. During checkout, the amount including VAT will be automatically displayed.

Do I have to pay VAT if I have a VAT number?

For all orders delivered in the Netherlands, we charge 21% VAT. If your company is located in the Netherlands, you can reclaim the paid VAT through the tax authorities.

I have a foreign VAT number. How does it work?

If you have a foreign VAT number, you can enter it during the checkout process. With a valid foreign VAT number, no VAT will be charged. Note: this applies only if the delivery is also outside the Netherlands. If we deliver in the Netherlands, we must include VAT on the invoice, even if your company is located abroad.

I can't find the product I'm looking for

We do our best to keep our online shop as user-friendly as possible. Through the search bar and filters, we help you find the right product. If you still have trouble finding the product you are looking for, do not hesitate to contact our customer service. We are happy to assist!

The product I want to order is out of stock

We strive to always have all our products in stock. Nevertheless, there may be unforeseen circumstances causing a product to be temporarily unavailable. If this happens, feel free to contact our customer service. Together with you, we can check the availability of the product and discuss alternative options.

Do I get a discount if I order multiple boxes?

Certainly! We offer discounts based on the quantity of products you order. The discount percentages we apply are as follows:

  • From 10 boxes per item: 3% discount
  • From 1 pallet per item: 5% discount
  • From 2 pallets per item: 8% discount
  • From 3 pallets per item: 10% discount
  • From 4 pallets per item: 12% discount

Additionally, we offer free shipping for orders that meet our minimum order amount:

  • Netherlands: free shipping for orders over €495 (excluding VAT)
  • Belgium & Luxembourg: free shipping for orders over €695 (excluding VAT)

Unfortunately, free shipping is not available for deliveries outside the Netherlands and Belgium

What payment methods can I use?

In our webshop, you can choose from the following payment methods:

  • Apple Pay
  • Bancontact*
  • Bank transfer
  • Belfius*
  • Credit card (American Express, Maestro, Mastercard, VISA)
  • iDeal
  • KBC*
  • Klarna
  • PayPal
  • Riverty
  • Sofort*
  • Trustly

Please note that some of these payment methods are only available in specific countries. If a payment method is not available in the country where you are located, it will not be visible during checkout.

During checkout, you can easily select the desired payment method. Once you click "Place Order," you will be redirected to the secure payment platform of Multisafepay. Here, your payment will be processed securely. You can shop with confidence and convenience with us.

Can I pay upon pickup?

There is no ATM or cash register at the pickup point, making it not possible to pay upon pickup.

How does payment via Bank Transfer work?

With this payment method, you or your colleague can pay for the order via bank transfer. After placing your order, you will receive an email from Multisafepay with a payment link to complete the payment. Once we receive the payment, we will start processing your order. It's important to know that this bank transfer goes through a third-party account at Multisafepay, meaning you should consider an additional delivery time of approximately 2-3 business days.

Can I pay the invoice without a payment link?

If you choose not to pay via the link but want to transfer the amount manually to our bank account, please follow the details below:

IBAN: NL25 RABO 0353 3130 84
BIC: RABONL2U
Payable to: Sustainable Packaging Webshop BV
Reference: Please enter your order number here

Once we process the payment, the order will be shipped.

Can I pay on account?

It is not possible for new customers at Pack-Store to pay on account. If you want to defer payment, we recommend considering one of the following available payment methods:

  • Credit card
  • Klarna
  • Riverty

If you are a regular business customer of Pack-Store and have placed a minimum of 5 orders, we can discuss the possibility of paying on account. Please note that we will first check your creditworthiness before considering this request. We reserve the right to reject the request for payment on account at any time and without giving reasons.

I am unable to pay via Riverty (formerly AfterPay)

Paying with Riverty is available for both individuals and businesses. If you choose the Riverty payment method, the claim will be taken over by Riverty, and we no longer have insight into the further process. It's important to know that if Riverty rejects your request, we do not have access to the reason for this decision. In that case, we recommend considering an alternative payment method. It's good to know that Riverty has very strict criteria for business payment requests. They only process orders up to €1,000 including VAT. Additionally, the billing address must match the shipping address to use Riverty.

I have paid, but I still receive a payment reminder from Riverty

If you selected the "Riverty" payment method during checkout, the payment can only be completed through the payment link you receive via email from Riverty (or through the Riverty app). If you manually perform the payment via bank transfer to our account, it will be processed automatically without Riverty being informed. As a result, Riverty thinks the invoice has not been paid, and you continue to receive reminders. If this happens to you, please contact our customer service at [email protected]. We need your order number and a copy of the payment proof so that we can request Riverty to stop the payment request.  

How safe is it to pay at Pack-Store?

You can securely pay at Pack-Store. We use an SSL certificate (SSL = Secure Sockets Layer). A secure layer is built between our server and your internet browser, meaning your data is encrypted and therefore secure. All payments at Pack-Store are processed by Multisafepay, a certified online payment platform approved by De Nederlandsche Bank (DNB). For more information, you can refer to this link. Your financial information is in good hands when you shop with us.

Can I pick up my order?

You have the option to pick up your order at our warehouse in Oss. During the checkout process, you can select the "Pick Up" option. If you place your order on weekdays before 1:00 PM, your order will be ready for pick-up on the same day from 2:00 PM onward. If we receive your order on weekdays after 1:00 PM, it will be ready for pick-up the next day. You will receive an email notification once the order is ready.

Please note: We can only accept orders placed online. Our staff at the location cannot process new orders on-site.

What are the costs for picking up my order?

We do not charge any handling fees, so you can pick up your order free of charge at our warehouse in Oss.

Where can I pick up my order?

You can pick up your order at the following address:

Sustainable Packaging Webshop BV
Pack-Store pick-up point
Landweerstraat-Zuid 158
5349 AK, Oss
The Netherlands

The pick-up point is open from Monday to Friday between 9:00 AM and 5:00 PM. We are closed on national holidays.

Can I pay upon pick-up?

There is no card payment or cash register system available at the pick-up point, so it is not possible to pay upon pick-up.

How will my order be shipped?

We collaborate with various carriers, and the choice of carrier depends on the destination and the number of boxes per order. 

What is the delivery time for my order?

At Pack-Store, orders are processed every working day at 1:00 PM. If you place your order on a working day before 1:00 PM, it will be shipped the same day. For deliveries within the Netherlands, the delivery time is 1 working day. For example, if you order before 1:00 PM on Monday, you can expect the delivery on Tuesday between 9:00 AM and 5:00 PM. If you order after 1:00 PM, your order will be processed the next working day, and the delivery can be expected on Wednesday between 9:00 AM and 5:00 PM.

For deliveries outside the Netherlands, a longer delivery time applies. The exact delivery time may vary depending on the accessibility of the specific region. In some more remote areas, delivery may not occur daily.

Delivery area Delivery time *
Netherlands  1 working day
Austria 1 à 3 working days
Belgium 1 à 2 working days
France 1 à 3 working days
Germany 1 à 2 working days
Luxembourg 1 à 2 working days
Switzerland 1 à 3 working days (subject to customs)
United Kingdom 2 à 4 working days (subject to customs)
Other countries On request

* Our carriers make every effort to deliver your order on time. However, unexpected circumstances can sometimes lead to delays and a postponed delivery of your order.

How can I track my order?

Once your order is handed over to the carrier, you will receive an email with a track & trace link, allowing you to monitor the progress of your delivery.

What are the shipping costs at Pack-Store?

At Pack-Store, you pay per box for the shipment of your order. The shipping costs will be visible during the checkout process: our system automatically calculates the shipping costs based on the shipping address.

On this page, we've compiled a clear overview of all shipping costs for your convenience.

Why are the shipping costs for my order so high?

At Pack-Store, orders are placed per box. When you order small packages (containers and lids packaged in sets of 8 - 25), we can pack multiple of these packages in one large box. However, for all other products, the dimensions of the box are too large to fit together with other boxes in one large shipping box. Therefore, we have to create a shipping label for each box separately, incurring shipping costs per box to the carrier.

When is an order eligible for free shipping?

For orders within the Netherlands and Belgium, a minimum order value applies for free shipping. Once your order reaches this value, we offer FREE SHIPPING. For the Netherlands the minimum order value is €495 excluding VAT, and for Belgium €695 excluding VAT.

If you are just below the minimum order value during checkout, it is often cheaper to add an extra box to your order.

We do not offer free shipping outside the Netherlands and Belgium.

How can I save on shipping costs?

As mentioned earlier, we use minimum order values for free shipping in the Netherlands and Belgium. This means that you are eligible for free shipping once your order reaches a certain value. If you are just below this minimum order value, we recommend that you increase your order so that you can take advantage of free shipping. For regular customers, it may also be more cost-effective to place larger orders, for example quarterly, rather than monthly.

Orders of 10 boxes or more are delivered by a carrier on a (disposable) pallet. Depending on the box size, we can stack 16 to 28 boxes per pallet. If you are located outside the Netherlands or Belgium, it may be cheaper to place a slightly larger order, as no additional shipping costs will be charged for the extra boxes on the pallet.

What are the shipping costs at Pack-Store?

At Pack-Store, you pay per box for the shipment of your order. The shipping costs will be visible during the checkout of your order: our system automatically calculates the shipping costs based on the shipping address.

On this page, we have listed all shipping costs for you.

Why are the shipping costs of my order so high?

At Pack-Store, you order per box. When you place an order for small packages (containers and lids packed per 8 – 25 sets), we can pack multiple of these products in one large box. For all other products, the dimensions of the box are so large that they do not fit together with other boxes in one large shipping box. As a result, we need to create a shipping label for each box individually and, therefore, pay shipping costs per box to the carrier.  

When do I get Free Shipping?

For orders in the Netherlands and Belgium, a minimum order value is applied, meaning we offer FREE SHIPPING once it reaches a certain order value. For the Netherlands, this minimum order value is €495 excluding VAT, and for Belgium, it is €695 excluding VAT.

Unfortunately, there is no free shipping available for deliveries outside the Netherlands and Belgium.

How can I save on shipping costs?

As mentioned, we apply minimum order values in the Netherlands and Belgium, meaning you qualify for free shipping once your order reaches a certain value. If you are just below this minimum order value, we recommend increasing your order so you can benefit from free shipping.

If you are a regular customer, it may be cheaper to place a larger order once a quarter, for example, instead of ordering monthly.

Orders of 10 boxes or more are delivered by a carrier on a disposable pallet. Depending on the box size, we can stack 16 to 28 boxes per pallet. Therefore, it may be more economical to place a slightly larger order, as no extra shipping costs are charged for the additional boxes on the pallet.

What is the delivery time of Pack-Store orders?

At Pack-Store, orders are processed every business day at 1:00 PM. If you place your order on a business day before 1:00 PM, your delivery will be made the next day between 9:00 AM and 5:00 PM. If you order after 1:00 PM or during the weekend, please allow an extra day for delivery.

For deliveries outside of the Netherlands, a longer delivery time applies. The exact delivery time may vary, depending on the accessibility of the specific region, as some remote areas do not receive daily deliveries

Delivery area Transit time*
The Netherlands 1 working day
Belgium 1 – 2 working days
Germany 1 – 2 working days
Luxembourg 1 – 2 working days
France 1 – 3 working days
Austria 1 – 3 working days
Switzerland 1 – 4 working days (depending on customs)
United Kingdom 2 – 4 werkdagen (depending on customs)
Other counties On request

* Our carriers make every effort to deliver your order on time. Nevertheless, unexpected circumstances can sometimes lead to delays and a postponed delivery of your order. Once your order has been handed over to the carrier, you will receive an email with a track & trace link to track the progress of your order.

The delivery is delayed, what can I do?

In case of unexpected delays, you can usually find the reason in the tracking link of your order. As the recipient of the package, the quickest way is to directly contact the courier. This allows you to discuss and coordinate any issues directly with the carrier.

Of course, you can also reach out to our customer service. In that case, we will contact the courier on your behalf. 

How can I cancel my order with Pack-Store for free

You can cancel your order with Pack-Store for free if it has not been shipped yet. To cancel your order free of charge, you can contact our customer service by phone. We will process the cancellation immediately. The payment will be refunded via the payment method you used to place the order.

When can I no longer cancel my order for free?

If your order has already been processed and shipped by us, it is no longer possible to cancel it free of charge. In that case, you must accept the order and return it at your own expense. Once we have received the returned order in good condition, we will refund the full purchase amount via the payment method you used to place the order. Please note that we will reimburse the shipping costs for sending your order, but the costs of returning the order are your responsibility.

How can I modify my order?

As long as your order has not been shipped by Pack-Store, it is possible to modify the order free of charge. You can only communicate changes by email at [email protected]. Make sure to clearly state the order number and the desired changes in the email. Once we have processed the changes, you will receive a confirmation by email.

If the modification results in a lower order amount, we will refund the difference via the payment method you used to place the order. If the modified order has a higher order amount, you will receive a payment link to pay the difference. Please note that the modified order will only be processed after the remaining amount is received.

When can I no longer modify my order?

If your order has already been processed and shipped by us, it is no longer possible to modify it free of charge. In that case, you can return the order at your own expense upon receipt and then place a new order.

Once we have received the returned shipment in good condition, we will refund the full purchase amount via the payment method you used to place the order. Please note that we will reimburse the shipping costs for sending your order, but the costs of returning the order are your responsibility.

How can I return a product?

To ensure that the return is processed quickly and efficiently, we recommend using the return form.

The return procedure is as follows:

  • Return the product in its original packaging, ensuring that the blue plastic is securely closed;
  • Notify the return by sending the completed form via email to [email protected]. Alternatively, you can print the form and include it with the return;
  • Ship the package to the return address on the form;
  • Upon receipt and inspection of the returned product, a refund will be issued, including the purchase amount and original shipping costs. The return costs are at your expense.

Can I exchange my product?

Certainly, you can exchange your order for another product. The procedure is similar to returning your order. You can return the order at your own expense upon receipt and then place a new order.

Once we receive the return in good condition, we will refund the full purchase amount via the payment method used to place the order. Please note that the shipping costs for sending your order will be reimbursed by us, but the costs for returning the order are your responsibility.

When can't I exchange or return my order?

You cannot exchange or return your order if you have already opened the blue plastic bag in the box. All packaging from Sustainable Packaging Webshop B.V. is produced according to strict food safety standards. Therefore, a box with opened blue plastic bags is considered unsaleable by Sustainable Packaging Webshop B.V.

When will my order be refunded?

If your return meets the conditions as described above, the amount for the ordered products will be refunded within 14 days of receiving your returned order via the payment method used to complete the order.

Customer service

We are available during office hours via chat, email, and phone

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