Boxes and packaging service FAQs
What is our refunds and complaints procedure?
We quality check all of our items before we send them out to you, but mistakes can happen! If you have encountered an issue with your order, please email TLAboxorders@cityoflondon.gov.uk. If you are requesting a refund on products, please take some photographs of your items and include a brief description of any damage, defects or faults in your request email. We will only accept refund requests within 30 days of your payment date.
What are our lead times?
We aim to get your boxes to you as quickly as possible and will give you an estimated lead time for your order. This will be calculated based off the size and complexity of your order and your place in the queue of work. This estimate is subject to change.
What do the flat pack and assembly categories mean?
You can have your boxes shipped to you flat pack for you to build as you go on your own site. We understand that space is often at a premium and having your order shipped to you unassembled reduces the amount of space you'll need to store your packaging until you're ready to use it. We are also happy to assemble your boxes for you. This includes folding and gluing together, and will increase lead times. Plan folders are only offered assembled.
What are my delivery options?
You will be provided with a quote for delivery which is calculated based on your geographical location and order size. You will also have the option to arrange your own delivery or to collect from us directly. If you are outside of the London area, bespoke quotes will be made for you.
How can I upload a Purchase Order?
The online ordering system will prompt you to upload your Purchase Order (PO).
What do I do if I need time to generate a Purchase Order?
The link you are provided with to upload your PO can be used at any time. Please note that construction of your order only begins once the PO has been uploaded.
How does invoicing work?
When placing an order, an invoice will be generated for you. There will be a choice of how to pay this invoice. You can pay by card, for which an automatic link for payment will be generated and sent to you via secure email. If your order is larger, or your organisation requires that you pay via a Purchase Order system, then we can accept payments via BACS. If it is the first time that we have supplied goods to you, we may have to be set up as a supplier on your system. We can provide the necessary details for this. Once this has been done, an invoice will be generated and sent to you via secure email for you to process.
I'm having issues with the ordering system. How can I get help?
Please log all issues and queries by sending an email to the address: TLAboxorders@cityoflondon.gov.uk