ORDERING
How do I place an order?
Browse our catalogue, click "Add To Cart" on any product, then click the bag icon (top right) to checkout. Enter your details, select shipping and payment, and you're done. You can add as many items as you like before checking out.
Is there a minimum order quantity?
There is no minimum order for standard catalogue items. For bespoke/custom orders, minimum quantities apply — please email sales@emartbuy.co.uk for details.
Can I get a sample before ordering?
Absolutely — we recommend it. We offer one free sample per customer. Email sales@emartbuy.co.uk to request yours. If you need multiple samples, purchase them individually through our retail site at www.emartbuy.co.uk.
Do you offer custom/bespoke boxes?
Yes. We offer a full bespoke service including custom sizes, colours, inserts, and printing. Email sales@emartbuy.co.uk with your dimensions, colour, quantity, and any finishing requirements for a quote.
Are your measurements internal or external?
All dimensions shown on our website are external measurements.
DELIVERY
What are your shipping costs?
Shipping costs depend on order size and destination. Visit our delivery page for full details.
How quickly will I receive my order?
All orders are processed within 1 working day and shipped via trusted courier services. Delivery times vary by location — see our delivery page for estimates.
Can I collect my order?
Yes. You're welcome to collect from our Birmingham warehouse. Email sales@emartbuy.co.uk to arrange a collection time.
Do you ship internationally?
Yes, we ship across the UK and internationally. Contact sales@emartbuy.co.uk for international shipping quotes on larger orders.
PAYMENTS
What payment methods do you accept?
We accept Visa, Mastercard, American Express, debit cards, PayPal, Apple Pay, Google Pay, and Shop Pay. We also accept bank transfers — details are provided at checkout when you select this option.
Can I open a credit account?
We require payment at the time of ordering. For established customers placing regular orders, email sales@emartbuy.co.uk to discuss credit account options. We're always happy to work with valued trade partners.
What should I do if my payment fails?
Contact our team immediately on 0121 236 2322 or email sales@emartbuy.co.uk and we'll resolve it promptly.
ORDER STATUS & TRACKING
How do I know my order was placed successfully?
You'll receive an order confirmation email shortly after placing your order. If you don't receive it within 30 minutes, check your spam folder or contact us on 0121 236 2322.
How do I track my order?
Once dispatched, you'll receive a shipping confirmation email with tracking details.
Can I amend my order after placing it?
Please contact us as soon as possible on 0121 236 2322 or sales@emartbuy.co.uk. We begin processing orders immediately, so changes may not always be possible.
RETURNS & EXCHANGES
What is your returns policy?
All trade sales are final. Please inspect goods upon delivery. If you receive damaged or incorrect items, please contact us within 48 hours of delivery with photos of the damage. Email sales@emartbuy.co.uk or call 0121 236 2322.
What if my order arrives damaged?
Contact us within 48 hours of delivery with photos of the damage. We'll arrange a replacement or credit note promptly. Email sales@emartbuy.co.uk or call 0121 236 2322.
TRADE ACCOUNTS
How do I set up a trade account?
Click "Create Account" on our website to register. Trade accounts give you access to wholesale pricing across our full range.
What are the benefits of a trade account?
Trade pricing on 1,800+ products, dedicated account support, priority processing, and volume discounts on larger orders.
I'm having trouble logging in.
Try resetting your password via the login page. If issues persist, email sales@emartbuy.co.uk and we'll sort it out.
PRODUCTS
What materials are your boxes made from?
Our range includes recycled cardboard, kraft paper, rigid board, and premium textured materials. Each product listing specifies the material used.
Are your products eco-friendly?
Many of our products use recycled and recyclable materials. We're committed to expanding our eco-friendly range. Look for the eco-friendly tag on individual products.
Do you have a product catalogue?
Yes — download our PDF catalogues from the Download Catalogue section in the main menu.