Frequently Asked Questions and Answers

How do I change the currency?

To change currency, click on the flag in the upper right corner and select the desired currency and country of residence. If this option is not available, please contact our sales department for assistance.

Are boxes delivered with foam insert?

All jewellery boxes have a foam insert or luxury insert, depending on the box range. The only boxes that are delivered without insert, are our flatpack gift-boxes. Some of our ECO boxes are available without foam.

Can I buy just the foam?

You can buy pre-cut foam pillows that match our Boston and Santiago series. You can also buy sheets of foam, by the metre.
Find all foam here.

Can I buy boxes without foam?

Some of our ECO cardboard boxes are produced without foam, you find the ECO jewellery boxes here..

Can I buy small amounts?

A minimum order quantity applies if you want to order boxes with a logo print. Most of our jewellery boxes can be bought in quantities of 24, 48 or 96 pcs, depending on the type of box. Unprinted boxes can sometimes be bought in smaller quantities, depending on the number of boxes per packaging unit. Some of our most popular jewellery boxes can also be bought in bulk, where the minimum order quantity is higher. Look for the red icon with the piggy bank: if this icon is present, you’re looking at the bulk buy options. Smaller quantities can then be found in the related items.

Can I combine different colours to reach the MOQ?

No, the minimum order quantity applies for identical boxes only.

I don’t need large quantities; can I buy less?

A minimum order quantity applies if you want to order boxes with a logo print. Most of our jewellery boxes can be bought in quantities of 24, 48 or 96 pcs, depending on the type of box. Unprinted boxes can sometimes be bought in smaller quantities, depending on the number of boxes per packaging unit.

Some of our most popular jewellery boxes and pouches can also be bought in bulk, where the minimum order quantity is higher. Look for the red icon with the piggy bank: if this icon is present, you’re looking at the bulk buy options. Smaller quantities can then be found in the related items.

Is it possible to develop custom-made jewellery boxes?

Yes, it is possible to design a custom-made jewellery box with Westpack. We can make your packaging or display exactly the way you want it, in a number of different sizes, colours, materials, finishes, etc. Larger minimum order quantities will apply. Please contact our sales department for more information.

Are the prices including or excluding VAT?

All prices shown online are excluding VAT. If your company is not VAT-registered, VAT will be added to your shopping basket.

Why is there no VAT added to my invoice?

If your company is VAT-registered, you do not have to pay VAT when trading with VAT-registered companies in different EU-member states. These are called intracommunity transactions, where the 0% VAT rate applies.

If you order from a country located outside the EU, no VAT will be added. It is likely though, that import tax (customs) will be charged. Import tax is paid directly to the courier. Westpack cannot provide you with an estimate of these costs but can help with the necessary export documents.

Why is there VAT added to my order?

If your company is not VAT-registered, we are obliged to add VAT to your order. In this case, the VAT-rates for the country of origin applies. In Denmark, the VAT-rate is 25%.

If your company is VAT-registered, and VAT was added to your order anyway, please notify our sales department. Our sales reps can manually rectify the error and make sure it will not occur again.

Could I receive a discount?

Most items have tiered prices, where quantity discounts are given when larger orders are placed. Note that the quantity discount only applies when you order the given number of identical products; it is not possible to mix and match different models, series, colours, or print colours.

Use our Bulk Buy system to get even better prices. The delivery time of products bought in bulk is slightly longer.

Can I receive samples?

You can order up to five samples of our jewellery boxes, gift-boxes, carrier bags and pouches online. These items will be branded with a Westpack logo. You can also order samples of wrapping paper, ribbon, and tissue paper, through the website.

All other products can be ordered on trial, where the products are sent with an invoice. Should you decide not to keep the products, you can return them for a refund (special terms and conditions apply).

Freight charges may be added to your order, depending on your chosen destination.

Can I order samples with my own logo?

Yes, you can order samples with your own logo print, in a colour of your choosing. We charge a small amount each sample for this service. The amount will be added to your basket together with the samples.

All you then need to do is, upload the logo or artwork to your online sample order, in vector format, with the file type .ai, .eps. or PDF to ensure the highest print quality. If you do not have a vector logo or artwork in the correct file format we can help; we can re-create your designs into the correct format.

We are unable to match RGB, PANTONE, or CMYK colour references; however, our sales reps are happy to advise, in case you need any assistance with this. Please find all available colours here.

After we have received your sample order with your artwork, our graphic designers will make a digital proof copy for you. When the proof copy is accepted by you, we will dispatch your printed samples within approximately a week. More information re. logo printing can be found on our website.

Will I be charged extra for logo printing?

The prices of most of our jewellery boxes are including a standard logo print. Most gift-boxes, jewellery pouches, gift-vouchers and carrier bags can be printed with your logo at a small surcharge.

What is a cliché?

A cliché is required for the printing of your products. A cliché is a metal stamp with your logo on it. The print technique we use is called foil printing or hot stamp. Your cliché is heated and pressed onto the product, over a sheet of coloured foil. Your logo is embossed on the cliché and will be debossed in the box, with or without a coloured foil.

You need one cliché for each size of logo print you require. If more of your products are printed with the same size logo, you generally only need one cliché, provided the cliché can be used for this product. Standard clichés are: per piece.

Clichés for displays, Clichés for plastic bags and some clichés for repair bags, cost more and are not included in the introductory offer. Note that our sales reps will inform you of the added cost prior to ordering them.

What does a cliché cost?

Standard clichés are per piece (aluminium), Clichés for displays, Clichés for plastic bags and some clichés for repair bags, cost more and are not included in the introductory offer. Note that our sales reps will inform you of the added cost prior to ordering them. Logo clichés can be re-used, so these costs are one-off, provided you re-order the same products.

Which print technique do you use?

A cliché is required for the printing of your products. A cliché is a metal stamp with your logo on it. The print technique we use is called foil printing or hot stamp. Your cliché is heated and pressed onto the product, over a sheet of coloured foil. Your logo is embossed on the cliché and will be debossed in the box, with or without a coloured foil. To be able to print your logo on the jewellery boxes, we need to order a cliché. This is a metal print plate with your logo on it, which we use to print your logo (using foil print). Clichés are piece and only need to be ordered once per size. Logo clichés can be re-used, so costs for these are one-off, provided you re-order the same products.

How should I send my logo to Westpack?

You can upload your logo online while placing your order. You can also send your logo by e-mail if you prefer or the upload is unsuccessful.

Which file do you need?

We prefer to receive your logo or artwork in vector format, with the file type .ai, .eps or .pdf, to ensure the highest print quality.

I don’t have my logo available in the desired format, could you help me with this?

If you do not have a vector logo or artwork in the correct file format we can help; we can re-create your designs into the correct format. A small fee of applies.

We do not design logos from scratch but can work with most files for conversion.

Will the logo be printed in the same size on all the jewellery boxes?

We advise you to order two standard sizes of clichés, as they can be used for most boxes. Our two standard sizes are 28 x 25 mm, for small boxes such as boxes for rings or earrings, and a 38 x 35 mm cliché for all other boxes.

Naturally, it is possible to order different sizes, i.e. a bigger cliché for necklace boxes or bags. The size of your logo can only be adjusted by ordering a new cliché in the desired size. Our sales department can provide you with more information.

Where will the logo be placed on the jewellery boxes?

By default, the logos will be printed in the middle of the lid of the jewellery box. However, the placement of the logo can vary, depending on the jewellery box. Most photos on the website have printed boxes on them, where the position of the Westpack logo can be used as a reference for the default placement.

We can also print your boxes off-centre, for example in the lower left corner, or close to the edge. Note that there are some limitations to the possibilities, depending on the model, box size and logo size. We advise you to contact our sales department for more information about the possibilities.

Please note that a special cliché needs to be ordered for every box size, even if the different sized boxes are printed with a same sized logo.

Can my boxes be printed off-centre?

We can print your boxes off-centre, for example in the lower left corner, or close to the edge. Note that there are some limitations to the possibilities, depending on the model, box size and logo size. We advise you to contact our sales department for more information about the possibilities. Please note that a special cliché needs to be ordered for every box size, even if the different sized boxes are printed with a same sized logo.

Which logo colours are there to choose from?

We offer quite a lot of different print colours. Please find an overview of them here. We print products with metallic colours, matt colours, glossy colours, and transparent print colours, and can also emboss or deboss without adding a coloured foil.

We are unable to match RGB, PANTONE, or CMYK colour references; however, our sales reps are happy to advise, in case you need any assistance with this. Please find all available colours here.

For special requests, advise, or other options, please contact our sales department.

Can I order products with different logos in one order?

Yes, you can choose a different logo for each product you order.

Can I order products with print in multiple colours?

Many of our products can be printed in multiple colours, at a surcharge. This surcharge is added for each extra colour or each extra print.

The following items can be printed in multicolour:

• jewellery boxes
• folding boxes
• carrier bags
• displays

A multi-colour print is possible if the colours are not interrelated or require alignment. With a two-colour print, the box/bag is passed through the printer twice. In these circumstances, perfect re-alignment may not be achievable.

We cannot print shadows or gradients, nor can we print in full-colour (i.e. photos).

Please contact our sales department for more information about the possibilities, or to validate if your logo is suited for multicolour print.

What is the minimum quantity for boxes with logo print?

The minimum order quantity differs per series and box size. The minimum order quantities vary between 24 pcs for our most high-end jewellery boxes, to 96 pcs for our cheapest plastic boxes. You can view the MOQ’s by looking at the product online: in the price overview, the smallest amount of jewellery boxes is the minimum order quantity. It is in some cases possible to order fewer boxes, by buying them without logo print.

Note that some boxes can be bought in bulk, where you get much better prices, but need to buy larger amounts. Boxes that can be bought in bulk, can also be bought in smaller quantities. Look for the piggy bank icon on the photo of the box. This icon indicates a Bulk Buy product. In the related items, you can find where you buy boxes in smaller quantities.

What is the minimum amount I need to order for?

Basically, you can order whatever you need, in the quantities you need, as long as it matches our number of products per packaging unit. Printed goods usually do have a minimum order quantity. Do note that we offer freight free delivery if your order exceeds a certain amount. The bar for freight free delivery depends on your country of residence. An overview of freight prices and available destinations can be found here.

Will there be added costs?

We endeavour to make all prices and services as transparent as possible. This means that, in most cases, the price you see in your shopping basket, is the price you will pay. Freight costs may be added to your order. If your company is not VAT-registered, we are also obliged to charge VAT 25% (UK 20%). These costs are already visible in your shopping basket, provided your account was set up correctly. In some cases, cliché costs and costs for graphic conversion may be added (see Logo Print section of this FAQ). Should these costs occur, our sales reps will inform you of these costs, after which you can choose to proceed with or cancel your order.

I don’t have a company; can I still buy from Westpack?

Westpack is a B2B company, that only trades with other companies. English sole traders and German and Belgian small business can still order, even absent a VAT-number. Note though, that VAT 25% (UK 20%) will be added to your order.

Do I need a VAT number to be able to place an order at Westpack?

Westpack is a B2B company, that only trades with other companies. English sole traders and German and Belgian small business can still order, even absent a VAT-number. Note though, that Danish VAT 25% (UK 20%) will be added to your order.
For more information, please contact our sales department

Will freight costs be added to my order?

Freight costs may be added to your order. Do note that we offer freight free delivery if your order exceeds a certain amount. The bar for freight free delivery depends on your country of residence. An overview of freight prices and available destinations can be found here.

Will I have to pay for customs clearance for orders to the UK?

No. Westpack is registered for Value Added Tax (VAT) in the UK. We take care of everything related to customs clearance of the products, and you don’t pay anything for that service.

How long does it take to send my order?

All products without logo print or that don’t require further assembling and are ordered on workdays before 14:00 (CET), will be dispatched the same workday. Products with logo print, trays or boxes that need to be assembled, please see "Processing Time" at each product.

Orders sent to the UK are usually delivered within 3-5 workdays of dispatch. Orders to Finland usually take 3-5 workdays to arrive. The delivery time for other countries varies strongly and will depend on your country of residence. An overview of all delivery times, freight prices and available destinations can be found here.

Products that are not in stock at the time of order, will be sent as a backorder. Delivery of back orders is usually freight free. In some cases, freight costs may occur, especially if you reside on an island within the EU or any country outside of the EU. Our sales reps will contact you prior to dispatch, to check what you prefer: dispatch your entire order later, when all products are in stock again, or send in two or more partial deliveries, with added freight costs.

When will my parcel be delivered?

Orders sent to the UK are usually delivered within 3-5 workdays of dispatch. Orders to Finland usually take 3-5 workdays to arrive. The delivery time for other countries varies strongly and will depend on your country of residence. An overview of all delivery times, freight prices and available destinations can be found here. Products that are not in stock at the time of order, will be sent as a backorder. Delivery of back orders is usually freight free. In some cases, freight costs may occur, especially if you reside on an island within the EU or any country outside of the EU. Our sales reps will contact you prior to dispatch, to check what you prefer: dispatch your entire order later, when all products are in stock again, or send in two or more partial deliveries, with added freight costs.

How do I know when my order will arrive?

After your order has been dispatched, you will automatically receive an e-mail with a link to our track and trace system, where you can follow your order. The track and trace will not provide you with an exact time of delivery but will inform you of the delivery date. It will also inform you where your parcel is located, should the delivery attempt be unsuccessful.

The track & trace e-mail of your first order with Westpack may end up in your spam filter. Make sure you white-list the e-mail address from which the track and trace is sent, so this will not happen again.

Did you not receive any track & trace mail, in your spam filter nor in your primary inbox, please contact our sales department for assistance.

Which courier do you use?

Packages delivered within the European Union are usually sent with GLS. Parcels sent to destinations outside of Europe are usually sent with FedEx. Our sales department can tell you more about the courier used for shipments to your country of residence.

I was not home at the delivery attempt. What do I do?

GLS will leave a delivery slip with contact information, after an unsuccessful delivery attempt, provided they can reach your mailbox unhindered. In some countries, the parcel will be left at a parcel shop for you to collect. In most countries though, it will be taken back to the GLS depot. You can see where your parcel is located by using the Track & Trace system.

If your parcel is located at a parcel shop, you can go and collect the parcel yourself. If the parcel is located at a GLS depot, contact GLS via the telephone number on the delivery slip to plan a new appointment for the delivery of your parcel.

Parcels delivered by FedEx, follow a similar procedure. After an unsuccessful delivery attempt, they will leave a delivery slip with contact information, provided they can reach your mailbox unhindered. The parcel will be taken back to the FedEx depot. If a mobile phone number or e-mail address was provided, FedEx will in most cases try and send a text message or e-mail. Note that this is not a guaranteed service.

Do I need to sign for the delivery of my parcel?

Yes, the receiver of the parcel will need to sign for the delivery. The signature will be saved in the Track & Trace system, so it is always possible to check who signed for your parcel and when should something go wrong with the delivery.

Can my parcel be left at my neighbours?

Yes, it is possible to have your parcel delivered at your neighbours. Contact Westpack prior to dispatch so we can leave a note for GLS.

Is it possible to have my parcel delivered over the weekend?

No, delivery will only take place on workdays.

I need my package delivered at a specific time

Unfortunately, we are not able to specify a time for the delivery of the parcel.

Can I use a PO-box for the delivery of my parcel?

Unfortunately, we cannot deliver your parcel to a PO-box because the receiver needs to sign for the parcel. However, it is possible to send the invoice to a PO-box, if we have a physical post-address to deliver your parcel to.

Which payment terms apply?

Your payment terms will depend on your VAT-registration and location. If you reside within Denmark, Greenland, Iceland, Faroe Islands, Sweden, Finland, Estonia, Norway, the Netherlands, Belgium, France, Germany, Austria, Switzerland, and Poland, and have a valid VAT-number, you are eligible for receiving a 14-day payment credit.

Customers from other EU-countries with a valid VAT-number will have to prepay the first order but may be eligible for receiving a payment credit of 14 days for re-orders. Our financial department will appraise each customer individually.

Customers without a VAT-registration, or customers from outside of the EU, are not eligible for receiving a payment credit and will have to prepay their order prior to processing.

What happens if I do not pay my invoice in time?

When the invoiced amount has not been paid before the due date, a reminder will be issued. Administrative charges may be added. Furthermore, 2% interest will be added for each month the invoice remains unpaid. A total of 3 reminders will be issued, after which, if the payment still has not been received, the case is transferred to a collection agency and the payment credit will be revoked.

Is it possible to use Direct Debit as a payment method?

It is possible to pay with Direct Debit if you order in EUR (SEPA) or DKK (PBS). For payments in other currencies, we, unfortunately, cannot offer you this option.

Can I pay with Credit Card?

Yes, you can pay with credit card. We accept most commonly used credit cards, such as Mastercard and Visa. You can prepay your orders online, during checkout, or after you have received your order confirmation from our sales department or your invoice from our finance department.

No charges are added for credit card payments.

Can I pay with PayPal?

Yes, you can pay using PayPal. Please use our account finan[email protected] and mark your payment as a business transaction.

Do I get a discount if I pay faster?

No, unfortunately, we cannot offer you an extra discount if we receive your payment before the 14 days are over.

I have not received an invoice, could you send me a copy?

We issue our invoices by e-mail when your parcel is dispatched. If it is the first time you order, please make sure the invoice did not end up in your spam filter.

If you did not receive your invoice at all, you can request a copy via [email protected].

I received a payment reminder, what do I do?

If the payment of your order has not been received within the 14 days, you will receive a reminder. Administrative charges may be added. Furthermore, 2% interest will be added for each month the invoice remains unpaid. A total of 3 reminders will be issued, after which, if the payment still has not been received, the case is transferred to a collection agency and the payment credit will be revoked.

Adress for returns

Along with your invoice, you received a return form. Should you decide to return (parts of) your order, we will refund or exchange your purchase, provided that the original packaging is undamaged and the item is returned in a saleable condition. You will need to return your purchase within 14 days from the date of delivery. The return address is:

Westpack A/S
Att: Return Goods
Sletten 21
7500 Holstebro
Denmark

I do not wish to keep my ordered products. Can I return them?

Unused and non-defective products can only be returned to Westpack by prior arrangement, accompanied by a fully filled out return form. We will provide you with the return number required to fill out this form. You will be liable for the return delivery costs of unwanted orders.

The goods must be in a saleable condition and must be returned in the original, undamaged packaging, along with any accessories and free gifts received with them. The original packaging provides the best protection for our products. We reserve the right to reject any returned items that were damaged due to insufficient packaging. It is recommended that the returned item is posted through a recorded delivery service as we cannot be held responsible for items that go missing in the post.

On receipt of the returned, undamaged, and unused item, we will issue a full refund for the cost of the product(s). Any items that are returned damaged or used, or with indications that you did not take reasonable care of them whilst they were in your possession, may result in a reduced refund.

The title to, and risk of loss of the goods transfers to you upon dispatch (EX-WORKS delivery). Whilst the goods are in your possession you must take reasonable care of them and not use them until they are returned.

I have not received the products I ordered. What do I do?

When you receive an order from us, please check that the content of the parcel corresponds with the delivery note in the parcel. If anything is amiss, please contact our sales department at the earliest convenience, latest within 14 days of delivery, so that we can send replacement products or issue a refund.

The title to and risk of loss of the goods transfers to you upon dispatch (EX-WORKS delivery). Whilst the goods are in your possession you must take reasonable care of them and not use them until they are returned.

The delivered articles are damaged. What do I do?

You are obliged to check the delivered products upon receipt. If any of the products are damaged or not in the usual quality, please contact our sales department at the earliest convenience, latest within 14 days of delivery. Westpack will assess your claim and if needed correct the mistake, replace the product, or issue a credit note.

The title to and risk of loss of the goods transfers to you upon dispatch (EX-WORKS delivery). Whilst the goods are in your possession you must take reasonable care of them and not use them until they are returned.

Can I return products with logo print?

Products with logo print, custom-made products, and products that in any other way have been processed cannot be returned or exchanged. Discontinued products purchased at prices reduced by more than 40% cannot be returned.

How do I subscribe to the newsletter?

You can manage your subscriptions to our newsletters online, on your account page, or by sending an e-mail to [email protected].

How do I unsubscribe to the newsletter?

To unsubscribe our newsletter, click "unsubscribe" at the bottom of the newsletter you received, and you will be removed from the mailing list. You can also manage your subscriptions to our newsletters online, on your account page.

How can I view my sales history?

Log in to your account to directly view your sales history. Logging in can be done by entering your username and password. You can easily re-order products from your order history. Invoices placed prior to June 1st, 2017 are only available as pdf-invoices, from which direct re-ordering is not possible.

I forgot my username, can you help me with this?

Your username is your e-mail address. If you cannot remember which e-mail address was used for your registration, our sales department can help.

I cannot remember my password, what do I do?

If you cannot remember your password, you can reset your password online. Please click "forgot password” on our website, and we will send you a link with which you can reset your password.

Do I have an account already?

All existing customers automatically have received an account for our online shop. If you have not bought items from Westpack before, you can also register an account online. Your username will be your e-mail address and you’re free to choose any password you desire. After submitting your information, you will automatically receive an e-mail with your login information.

I would like to place an order in the online shop, could you help me?

It is not difficult to place an order online. Should you need assistance though, please feel free to contact our sales department during office hours. We are happy to help you!

Can I order products with different logos in one order?

Yes, you can choose a different logo for each product you order.

How do I order products with multicolour logo print on the website?

Many of our products can be printed in multiple colours, at a surcharge. This surcharge is added for each extra colour or each extra print. At present, it is not possible to select more than one print colour online. We advise you to select one or the print colours and leave a clear remark during checkout that you require two-colour print.

How do I order samples?

Find the box, bag, or pouch you like, and click “order sample”. You can order up to five samples online. If you want to receive samples of products where the option of ordering samples is not available, please contact our sales department.

What are Westpack’s opening hours?

We are opened on workdays, from Monday – Thursday, from 08:00 to 16:00 and on Fridays from 08:00 to 14:00 (CET, Central European Time).

Are Westpack opened during the summer holidays?

Yes, our sales department and our stock and shipment department are opened throughout the year. Our online shop is opened 24/7, throughout the year!

Are Westpack opened between Christmas and New Year’s Eve?

We are closed on the 24th, 25th and 26th of December, and the 1st of January, but are opened between Christmas and New Year’s Eve.

My question is not listed anywhere, how can you help me?

Please let us help! Our sales reps will gladly assist you with any inquiry you might have. Find our contact details at the bottom of the page.