Returns & Exchanges

We want you to be totally confident about every order you place with Macfarlane Packaging Online, so we’ve created our easy to understand customer satisfaction guarantee, giving you peace of mind that all products you purchase from us can be returned in their original resalable condition in unspoilt packaging within 30 days and we will give you a full refund.

How to return an item

Organising a return for all or part of your order is fast and easy.  

Step 1

Contact us

Simply call the Macfarlane Online team on 0800 288 8822 between 9am and 5.00pm or email customercare@macfarlane-online.com

Remember to quote your order number, account number and the reason for the return. (If you don't have your account number handy please quote your invoice address including your postcode)

Step 2

Arrange the return of the goods to the correct depot

 

Parcel up your package securely and add the returns address details we have specified.

If we are collecting your parcel make sure someone is available to give the return to the courier on the date specified by us.

 

Don’t forget

…to include your order number details with the return package to ensure we can correctly match your parcel.

 

Please note

You must pay for the cost of returning your items if you change your mind.

 

We strongly recommend that you send your package via Royal Mail or UK Mail. Please obtain a proof of postage as we cannot accept liability for returned goods that do not arrive.

 

Please allow 2-3 days for your package to reach us. We aim to attend to all returns within 24 hours. On receipt of the goods we will issue a credit, exchange or refund to the total value of goods returned subject to the goods being returned in an unspoilt, saleable condition.

We can arrange collections if preferred

If you’d prefer collection of your goods to be returned, we can happily organise this on your behalf.

Please contact us to organise a collection.

Simply call the Macfarlane Online team between 9am and 5.00pm on 0800 288 8822

Email customercare@macfarlane-online.com.

Read our full Terms and Conditions.