FREQUENTLY ASKED QUESTIONS

Most unprinted gift boxes can be turned around within 72 hours if the stock is available on-site. Lead times for printed items vary seasonally, so we strongly recommend ordering items like Christmas gift boxes as early as August to ensure delivery.

Any issues with your order must be reported by telephone at 01553 780855 and email to webcustserv@pottersuk.com within 48 hours of delivery

Our approximate lead times are as follows.
Non-printed goods in stock – 72 hours from payment
Printed stock goods – 14 to 21 days from order date
Bespoke boxes eight weeks
Bespoke jewellery cases up to eight months
The above is all subject to payment terms and may fluctuate seasonally.
If you require stock by a particular deadline, please phone us on 01553 780855 to check current lead times.

Please contact us via 01553 780855 within 48 hours of placing the order, followed by email confirmation to our customer service team, webcustserv@pottersuk.com, confirming your account number, sales order number and the reason for the cancellation.  

9p per print, 15p for the second position on boxes and cases
15p per print, per position on bags and pouches
So, for example, a gift box printed in 2 positions would be charged at 24p printing per unit, while a gift bag printed in 2 places would be 30p printing per unit.
There is also an additional block charge for new artwork starting from £33 + VAT; we will replace your block at 100,000 prints or when it's no longer crisp, whichever comes first FREE of charge.

One of the benefits of buying wholesale gift boxes from Potters is that we offer discounts for higher order volumes across our standard ranges. Details of bulk discounts can be found on the product pages. Most product ranges have rates for 1, 5 and 10 packs.

We currently do not offer free shipping; however, we do ship at cost with DPD. So you can order with confidence.

Yes, if you buy on our website we can ship to United Kingdom, Ireland, Channel Islands, Isle of Man, Gibraltar, Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Spain, Sweden and Switzerland.

Please note that we require your EORI number when shipping to an EU address.

If your country isn't listed we may well still be able to ship to you. Please call +44 01553 780850 to place an order.

Please also note that the Potters takes no responsibility for any taxes or duty payable on goods.

Whilst we have tried to absorb price fluctuations where possible, the pandemic has undeniably had global repercussions upon supply chains, manufacturing, the labour force, shipping and increased energy costs. This has led to increased costs and decreased availability of many of the key components used in the manufacturing process which has translated into price rises from many of our suppliers along with costly shipping delays that have mainly impacted items manufactured outside of the EU. While we have done our best to ensure any fluctuations are absorbed, it is not always possible for us to absorb the entire cost. We are reviewing products on a range by range basis. We look forward to continuing to work with our loyal customers to navigate this new normal and value your continuing support. 

Some of our boxes are designed to be letterbox-friendly to save on shipping expenses. These boxes can be classed as a large letter by the Royal Mail when packaged in a mailing bag or envelope. These boxes can be found in our Postal series. More information on parcel sizes can be found here.

Discount codes can be applied in the shopping basket to save money on your order. Only one discount code can be applied at a time and is only valid when purchasing on our website.

No, our range includes many finishing touches, including display items, ribbons, bags, tissue and even pricing software.

Most of our products have the option to add your unique branding with hot foil or debossing. This is indicated on the product page with the 'PRINT LOGO' dropdown, where you can configure how you would like your print.

For greater customisation such as unique sizing or colours, we offer a bespoke service.

Yes, we can do special orders for many of our product ranges. For example, with boxes made by us, we can be highly flexible with colour and texture, just submit a bespoke enquiry with your requirements. We can also provide special order colours for products we don't make such as the Earth range in Green. For more information get in contact with us.

Yes, our eco-packaging range is UK-manufactured, using suppliers who use sustainably sourced materials and are fully recyclable. Just look for our eco logo and shop with confidence, knowing you minimise transport miles and use sustainable packaging products. In addition to our cardboard boxes, we also offer Earth Bioplastic. Our biodegradable packing option this plant-based plastic decomposes in as little as five years. These vegetable-based plastics are an excellent carbon-neutral plastic packing option. Explore our Eco collection.

With custom tooling, we can craft any sized rigid box with a minimum of 38x38x14mm to a maximum of 450x400x120mm.

Unfortunately, our products are not food safe; however, we will gladly produce boxes to transport wrapped food items, so if you need an outer for your truffle boxes or tube packaging for your whiskey, we may still be able to help. Contact us with your enquiry, and find out if our team of experts can help. 

Most of our boxes are provided with some sort of insert, only our EcoBoard Gift Boxes are supplied empty. Our EcoBoard and Eco Postal Boxes are provided with Courtelle wadding and our Modern, Legacy and EcoHinge have foam inserts with cut-outs for jewellery. If you don't want Courtelle wadding in the boxes we can take them out for a 9p removal charge per box, as by default our Box Makers insert them. We also sell other inserts such as recyclable Card Inserts and Acid-free Tissue Paper.

All of our foam inserts are available separately. Our foam inserts are pre-cut and you can insert them into boxes which are not already provided with foam. You can find foam on the product pages of the corresponding fitting box or with our box insert collection.

We moved our catalogues to a digital format allowing us to ensure they are always correct. A link to our digital catalogue can be found in the navigation bar on our website.

Our minimum printing quantity for most products is a single pack, regardless of how many items are in a pack. 

Our only product with a set minimum order for printing is the Envo Bags which are 10 packs of 1000. If you want to order printed Envo Bags, contact our sales team at 01553 780850.

While we have no set minimum order quantities, it varies by the range and product; we sell our items in packs. These may range from 1 to 100 units, depending on the item in question. Pack sizes tend to be slightly higher on smaller items such as ring boxes and postal boxes than large gift boxes. The pack size is clearly stated on the product page on the website.  

Our printed and plain bags are sold similarly, with slightly larger pack sizes. They typically range from 50 to 100 with larger pack sizes for special order colours, so you can keep your branding consistent with potters, whether you require printed gift bags or boxes.

Yes, you can order a sample of any of our products for £9.95 including delivery. If want additional samples they are charged at £3.95 each. We can send printed samples with hot foil or debossed with the Potters logo or your own if we already have a block for you for no additional charge. Please call 01553 780855 to arrange samples.

All artwork must be supplied in a vector format; this can be provided via the website at the point of order or via email to artwork@pottersuk.com if the order is placed over the phone, please only offer artwork when requested from the artwork department. If you cannot supply suitable artwork, our design services are available at £40+VAT per hour.

No. Whether you are a small jeweller, a large retailer or an individual, anyone can open an account on the website for free.

If you want to view orders placed on our website go to "MY ACCOUNT" on the top right of the page and click on "MY ORDERS". There you can view your current or previous order and place reorders.

Yes, you can purchase more than one block and we can use two images with the block bundle. You can send your artwork to artwork@pottersuk.com, just make sure to indicate what size blocks you require.

Having a logo on your packaging is an excellent way to create brand recognition. If you don't have a logo or just want assistance in enhancing your existing one, we can help! We charge a minimum of £40.00 plus VAT for design work depending on the complexity. We would also supply you with all of the artwork files should you need them in the future.

We are open from 9:00 am to 4:30 pm Monday to Friday.
But closed bank holidays and have an annual shutdown over the Christmas period from Christmas Eve until the first working day of the New Year.

As standard, all customers are placed on a pre-paid account.

• You may request to move to 30-day terms once the following has been met:
• You have traded with us for a minimum of 6 months
• You have a rolling 12-month spend of £500+

Potters reserves the right to revert customers to a pre-pay account in the event of late payment.

We don't offer any payment terms for orders placed on our website, which must be paid upfront.

All our orders are processed on a first-come, first-serve basis. Therefore we greatly encourage any orders for Christmas gift boxes to be placed before October at the latest. While lead times fluctuate significantly during the build-up to the festive period based on previous years, it would be unlikely that we would be able to produce printed or bespoke items for pre-Christmas delivery beyond the first week of November.

If you have an existing account with us, you will need to create a web account if you haven't already. This does mean if you already have printing blocks with us we will need to add them to your web account. If you want your printing blocks on your web account please contact us.

If you can't remember your password you can reset it through the "FORGOT YOUR PASSWORD?" link on the login page. If you have any issues get in contact with us and we will help.