Placing my order

  1. Do I need to create a new account if I'm already a customer

    If you've already ordered from us, this is no longer necessary! Based on the existing data we have created a login for you, linked to the email address to which we communicated to you. Your order history can also be found in your account.

    Activate your account with the email address we already know and you will receive an automatic password. It's best to change this password as soon as possible to a password of your own choice.

    Do you also want login details for a new colleague or contact person within your company? Let us know, we can easily do this for you. If you have any questions or problems, please don't hesitate to contact us.

  2. How can I place an order?

    You can place your order very easily through our webshop. After completing the order you will receive an automatic confirmation by e-mail.

    You can create your own account where you can see previous orders and invoices and follow up on your order. In your account, you can also create a wish list which you can consult and change.
    However, if you prefer to place your order using your own order form, you can also forward it to orders@biopack.be.

    More information about about how our webshop works, you wil find here.

     

     

  3. Should I pay my order in advance?

    In case of a first order we always ask for a prepayment. You can pay immediately online -  find out more about our payment methods here. If you wish to pay by bank transfer, you can find all the details to make the payment in the automatic confirmation email you receive after placing your order.

    As of the second order and if your company has a VAT number, you can pay after receipt of the official invoice (after delivery), unless otherwise notified by our credit insurer.

    Government institutions do not have to pay in advance. Please contact us for more information.

  4. Can I view the history of my previous orders?

    It is possible to view your previous orders. You can do this by logging into our webshop. Find out more about how our webshop works here.

    Logging in is possible in the following way:

  5. I have already placed an order, can I add anything else?

    As long as your order has not left our warehouse, you can still add something. Please take into account the applied delivery conditions. However, if the added product is not in stock, this may affect the term of delivery. For this you can contact us by phone +32 59 42 00 40, by chat or send an email to orders@biopack.be.

  6. I want to place an order online, but I can't add anything to my shopping cart.

    Sometimes this problem is due to the internet browser used. In this case we advise you to try again with a different browser. If this doesn't work, could you please contact us so we can check this?  

    Anyway, you can always place your order by email through  orders@epacking.com , by chat or by phone on +32 59 42 00 40.

     

Delivery of my order

  1. I cannot be present (all the time) on the planned delivery day of GLS, what now?

    In case you cannot be present at the time of delivery, you can fill in this form, print it and sign it. Please place this in a visible place for the GLS carrier on the day of delivery. In this way you inform the carrier that your order can be dropped off, together with a brief instruction as to where exactly.

    For more information on delivery via GLS, please refer to this FAQ.

  2. Do you deliver anywhere in Belgium?

    Yes, we deliver everywhere in Belgium. Our delivery conditions are as follows:

    Free delivery in Belgium from €250 (excl. VAT).
    For orders below €50 (excl. VAT) we ask a contribution of €9.50.
    For orders between €50 and €250 (excl. VAT) we ask a contribution of €17.35.

  3. Do you also deliver to the Netherlands and Luxembourg?

    Indeed, we also deliver in the Netherlands and Luxembourg. Our delivery conditions are as follows:

    Free delivery in the Netherlands & Luxembourg from €500 (excl. VAT).
    For orders under €50 (excl. VAT) we ask a contribution of €12.5.
    For orders between €50 and €250 (excl. VAT) we ask a contribution of €21.15.
    For orders between €250 and €500 (excl. VAT) we ask a contribution of €39.00.

     

  4. Do you also deliver to France and other European countries?

    We can also deliver to France and other European countries.

    For France and other European countries (ecxept Belgium, the Netherlands and Luxembourg),  a contribution is calculated, if necessary, according to the volume and weight of the goods.

    If you choose this option on the webshop, first, no transport cost will be charged. After validating your order, you will receive an email from one of our colleagues with the correct transport contribution.

    If you would like to know the contribution in advance, you can always contact us on +32 (0)59 42 00 48 or on support@BioPack.be.

     

     

     

     

  5. Is my product in stock?

    Would you like to know whether a product is in stock and what the delivery time is before placing an order?

    You can easily enquire through chat, by phone +32 59 42 00 40 or by sending an email to support@epacking.com.

  6. If I place an order today, when can I expect the delivery?

    If all ordered items are in stock, your order will be shipped the same day.

    The only condition is that the order should be placed and, if necessary, paid for before 12:00 am on working days.

    We usually deliver the next working day in Belgium, the Netherlands and Luxembourg.

  7. When does the transport company GLS delivers?

    The moment your order leaves us through GLS, an email will be sent with the message that the shipment has left. You can also access this link by logging into your account. 
    Normally it will be presented to you within 2 working days (3 working days if abroad). Click here to know exactly what the GLS status means.

    In the email you receive from GLS, you can choose the following options before shipping your order thanks to the FlexDelivery system (not always applicable abroad):

    • Delivery to the same address on a specific date
    • Delivery to a new address
    • Delivery in a GLS Parcel Shop or GLS depot where you can pick up your order. Discover the possibilities here
    • Drop off at a specific location without signature (in the absence of the consignee, e.g. under the carport)

    You can submit your change here.

    More info about GLS?
    If you would like more information about the package deliveries of GLS, you can find it here.
    Do you have questions for the carrier GLS? Contact GLS directly.

    Still have questions for us?
    You can reach our customer service via +32 (0)59 42 00 40 or via e-mail. This can be done every working day from 8h-12h and 12h30-17h30.

     

     

     

  8. What does the GLS status of my shipped order mean?

    At the moment your order leaves our GLS, an email will be sent informing you that the shipment has left and a link where you can track the shipment and track the status of your package. A word of explanation about the status of your parcel.

    What does the status of your package mean?

    • Data received: The parcel has been registered, but not yet handed over to GLS.

    • Inbound scan: The parcel has arrived at the GLS depot.

    • Vanscan: Your order has been loaded for same-day delivery.

    • Waiting for information of partner: Your order is on its way to the delivery depot. The delivery date is not yet known.

    • Delivery scan: Your order has been delivered. You can request the name of the person who signed for receipt by entering your zip code at signature. ("Signature").

    • The parcel is stored in the parcel center: GLS needs further instructions to make the delivery. You can submit a new delivery date or delivery address via this link. You need your parcel number and zip code for this.

    • Missing: Please contact our customer service if we have not contacted you yet.

    • The parcel has been returned to sender: If your order could not be delivered after several delivery attempts, it will automatically be returned to us. In this case our customer service will contact you.

    For more information about the delivery of GLS, click here.

Picking up my order

  1. Can I also pick up my order?

    Yes, this is definitely possible.

    Orders placed through the webshop can be picked up at the following address:
    ePacking
    Konijnenboslaan 21
    8470 Gistel
    Belgium

    As soon as your order is ready for pick-up, we will let you know.
    Payment can be made on the spot in cash or through Bancontact.

    We also have an inspiration center which you can visit to see our packaging.
    You can always make an appointment with one of our employees.
    This is possible by phone on +32 59 50 90 59 or by sending an email to info@epacking.com.

     

  2. Do I also need to place an order in advance for a pick-up?

    Yes, we recommend this. Also for a pick-up the order has to be placed in advance, even if all products are in stock.

    This gives us time to process your order, take it off the shelves and prepare it for you.
    We will let you know when your order is ready for collection.
    Payment can be made on the spot in cash or through Bancontact.

     

  3. Do I have to pay in advance for a pick-up?

    No. In case of a pick-up, you can pay on the spot in cash or through Bancontact.

    If you have paid in advance by bank transfer, we ask you to bring proof of payment. This is not necessary for online payments.

     

After the order

  1. Is it possible to return items?

    We at Biopack will do everything in our power to process and deliver your order as desired. If you wish to return a product, we will gladly help you. More information such as conditions and return form can be found here.

  2. Something in my order didn't turn out the way I wanted.

    Do you have a complaint or do you disagree with something? We're sorry for any inconvenience, because satisfied customers make us happy.

    Please feel free to contact us. We will deal with your complaint and come up with a possible solution. Because we are constantly working to improve our service, listening to your wishes and comments is very important to us. We want you to come back to us with a smile.

    We advise you to check your order immediately after receipt. Do you have a complaint about a product, the delivery, the ordering process or something else? Please let us know by contacting us through the contact form on our website or by sending an email to  support@ePacking.com.

    Please describe your complaint in as much detail as possible. Please also mention which products, deliveries, possible causes or other matters are concerned, so that we can respond immediately. If necessary, take pictures to give us the best possible idea. We will keep you informed. 

    You can count on a quick response: we will try to solve your problem as soon as possible.

    We do everything to process and deliver your order as desired. If you are not satisfied with a product, we are happy to help you further. Under certain conditions you can also return a product. You can find more about this here.

  3. I have placed (and paid) an order but have not yet received an official invoice.

    The official invoice is sent electronically after sending/delivering your order.

    If you are logged in, your invoices are acccessible through "my invoices".

     

     

Visiting our inspiration center

  1. Can I come by to see the packaging?

    You can certainly visit our inspiration center in Gistel.
    You can come and have a look at the packaging, test it or get some ideas.
    You can see and feel the product and we have delicious coffee!

    We are happy to receive you during office hours by appointment for personal advice.

    Make an appointment:
    ePacking
    info@epacking.com.
    Tel: 32 (0)59 50 90 59

    Opening hours:
    Monday - Friday: 08:00 - 12:00 & 12:30 - 17:00

  2. Can I come by without an appointment?

    We advise you to always make an appointment.

    This way we make sure that one of our employees is always available to provide you with professional advice and assistance.

    Plan your appointment! You can contact us by phone on +32 59 50 90 59 or by e-mail to info@epacking.com.

  3. Where are you located?

    We are located in Gistel, between Bruges and Ostend. Our address is:

    ePacking
    Konijnenboslaan 21

    8470 Gistel, Belgium

    Opening hours:
    Monday - Thursday: 08:00 - 12:00 & 12:30 - 17:30 (pick-ups until 17:00)
    Friday: 08:00 - 12:00 & 12:30 - 17:00

General info

  1. Can I get some more information on the Single Use Plastics (SUP) legislation?
  2. What are your opening hours?

    Our opening hours are as follows:

    Monday - Thursday: 08:00 - 12:00 & 12:30 - 17:30 (pick-ups & inspiration center visits until 17:00)
    Friday: 08:00 - 12:00 & 12:30 - 17:00

  3. I would like advice from a packaging coach. How do I make a request?

    Our packaging coach will be happy to help you analyse your packaging and see where we can make improvements.
    By taking a thorough look at your current packaging you can save a lot of time and money. Less packaging also means less impact on our environment.

    We are happy to help you by phone, chat or in our inspiration center in Gistel. Or we can come to your company.

    Please contact us at:

    ePacking
    Konijnenboslaan 21
    8470 Gistel
    Belgium

    Tel: +32 (0)59 50 90 59
    info@ePacking.com

  4. My question is not listed here. What now?

    Haven't you found the answer to your question?

    No problem! Ask your question by email to our customer service or through our chat or call us during opening hours on +32 (0)59 50 90 59.
    We are happy to answer all your questions!

  5. Can I also order from you as a private person?

    We mainly deliver to companies but also as a private person you are very welcome at ePacking.

    Please note that our prices are exclusive of VAT (21%).
    We always ask for a prepayment if you do not have a VAT number.

     

     

  6. Is the Fost Plus surcharge already included in the price?

    Yes, no surcharge is added. The Fost Plus contribution for service packaging is already included in our prices. So you immediately get a clear idea of the price! 

    https://www.fostplus.be/nl/sorteren-recycleren/sorteerhulp/het-groene-punt

    Fost Plus is responsible for promoting, coordinating and financing the selective collecting, sorting and recycling of household packaging waste in Belgium. The organisation Fost Plus is responsible for the collection and recycling of household packaging waste in Belgium. 

    Service packaging is applied at the point of sale, usually at the time of purchase. Typical examples include bread bags, wrapping paper, pizza boxes, containers for processed meats, shopping bags and disposable cups. The Fost Plus contribution for service packaging is determined according to the type, material and weight of the packaging.

    We take care of the Fost Plus declaration so that you don't have to worry about it.
    Our company is a member of Fost Plus, and pays a contribution towards the selective collection, sorting and recycling of household  packaging, depending on the quantity and the type of packaging.

    https://www.fostplus.be/nl/sorteren-recycleren/sorteerhulp/het-groene-punt

  7. Can I receive samples?

    We can indeed send a sample of most articles. We do not charge for the samples themselves. However, we are forced to charge you a processing and transport cost of €9.5  for Belgium and €12.5 for the Netherlands and Luxembourg (excl. VAT). If you place an order with us at a later date, this cost will be deducted in full.

    How do I request samples?

    You can send a request to info@ePacking.com mentioning the article of which you would like to receive a sample.

    We will send some models free of charge with a maximum of 15 different products.
    Would you like to receive more different items? Feel free to contact us!

    Collecting samples takes some time. Of course we will try to collect them for you as soon as possible.
    Please allow up to 5 working days before receiving the samples.

    You can also come to our inspiration center where you can see and feel our products. You will also get personal advice from our packaging coach and we have delicious coffee!

    For more info: click here.

  8. Can I print my own text and/or logo on packaging?

    This is certainly possible. We have a very wide range of customizable packaging.

    You can always send a request to info@packaging.com

    Please mention the following information:

    • the article that you wish to print 
    • the type of printing (number of colours, sides, logo)
    • the desired material 
    • the desired quantity
    • your details

    We will contact you with an suitable proposal.
    Please be sure to take a certain delivery time into account for printing & personalizations.
    Usually we require a minimum order quantity.

    We will gladly advise you on your best options!

  9. Are the bamboo products safe?

    Our bamboo products that are intended to come into contact with foodstuffs are made only from bamboo. They do not contain melamine or any other plastic and can therefore be used in complete safety.