Frequently asked questions

General info

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

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:

Konijnenboslaan 21
8470 Gistel

Tel: +32 (0)59 42 00 40

Onze bamboeproducten die bestemd zijn om met levensmiddelen in contact te komen, zijn enkel gemaakt uit bamboe. Ze bevatten géén melamine of een andere kunststof en kunnen dus in alle veiligheid worden gebruikt.

Deze vraag wordt ons vaak gesteld in het licht van het FAVV advies om producten gemaakt van melamine in combinatie met bamboevezels niet meer te gebruiken of te verkopen. Wij verkopen geen artikelen die gemaakt zijn van zulke materialen of samenvoegingen van dergelijke materialen. Het FAVV advies is dus niet van toepassing op onze producten.

Hierbij nog wat meer info:

Welke materialen zijn verboden?
Vaatwerk gemaakt van bamboevezels bestaat niet altijd voor 100% uit bamboe. Soms wordt een polymeer, vaak melamine, toegevoegd. Elk materiaal dat melamine bevat, wordt als kunststof beschouwd en moet voldoen aan de vereisten van de verordening betreffende kunststof materialen. Op basis hiervan is bamboe niet toegelaten voor de vervaardiging van dergelijke producten. Dit verbod zal vanaf het tweede kwartaal van 2021 worden gecontroleerd. Zoals reeds aangehaald, onze producten bevatten geen melamine en vallen hier dus niet onder.

Welke materialen zijn toegelaten?
Opgelet, sommige producten zijn enkel uit bamboe vervaardigd, eventueel met een laagje vernis of ze zijn verlijmd, en bevatten dus geen melamine of andere kunststof materialen. Deze producten zijn toegelaten en vallen onder een andere Europese verordening.

Hoe zie je het verschil tussen beide?
Visueel kan je het onderscheid maken tussen materiaal dat gemaakt is van bamboe en materiaal dat bestaat uit een mengsel van melamine en bamboevezels. In het eerste geval is de houtstructuur van bamboe namelijk duidelijk aanwezig. In het tweede geval lijkt het materiaal echter op kunststof en is de structuur van bamboe/hout niet meer aanwezig.

Voor meer info verwijzen we naar de website van het FAVV

We mainly deliver to companies but you can also easily order on our webshop as an individual.

Please note that our prices do not include VAT (21%).
We always ask for payment in advance if you do not have a VAT number.

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!

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.

Of most items, we can indeed send a sample so you can test whether the packaging is suitable for you. We do not charge for the samples themselves. We only charge a processing and transport fee of EUR 9.5 for Belgium and EUR 12.5 for the Netherlands and Luxembourg (excluding VAT). If you later place an order with us, this cost will be deducted in full.

How do I request samples?

You can order the samples here on our webshop and then send us an e-mail stating the article of which you would like to receive a sample.

We will send a few samples free of charge with a maximum of 15 different products. Would you still like to receive more different articles? Then feel free to contact us!

Collecting samples takes some time. Of course we try to collect them for you as soon as possible.
Take into account about 5 working days before you receive the samples.

Or make an appointment and come to our inspiration centre where you can see and feel our products. You will also get personal advice from our packaging coach and we have great coffee!

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!

Visiting our inspiration center

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 online appointment on our webshop or via
or call +32 (0)59 42 00 40

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

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! This can be done online , by phone at +32 59 42 00 40 or by email to

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

Biopack BV
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

You certainly can. Discuss the possibilities for your region with our packaging coaches . You can do this at or call +32 (0)59 42 00 40.

Questions about products

In our materials guide , you will find an overview of the materials from which our packaging is made and their specifications.

You can recognise our eco-friendly packaging by the note! Find out here our criteria when a packaging is green for us and is considered an eco-friendly Biopack product.

This is certainly possible. We have a very extensive range of customisable packaging .

You can always send an enquiry to  or call us on 059 42 00 40.
Please mention the following information:

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

We will contact you with an appropriate proposal.

For prints & personalisations, please take into account a certain delivery time.
There are usually certain minimum quantities involved.

If you wish to print packaging for food, the printed side must never come into contact with food because it is not suitable for food.

We will be happy to advise you on your best options!

This is certainly possible. More info on custom-made boxes can be found here .

Placing my order

If you have 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.

It's unfortunately not possible to connect 1 e-mail address to multiple accounts. You can use only one e-mailaddres for maximum 1 customer account.

By sending us an e-mail to with your new VAT number. We make a new customer account for you.

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

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.

It is possible to view your previous orders, this is possible by logging into your account.

As long as your order has not yet left us, you can still add something. Please take into account the delivery conditions applied. If the added product is not in stock, this may affect the delivery time. Please contact us via +32 59 50 90 59, or via chat.

Please contact our customer service , we will be happy to help you.

Delivery of my order

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.

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.

We can also deliver to France and other European countries (outside Belgium, the Netherlands and Luxembourg). For these other countries within Europe, if necessary, a contribution will be charged depending on the volume and weight of the goods.

If you choose this option on the webshop, no transport costs will be charged for the time being. After validating your order, you will receive an e-mail 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: +32 (0)59 50 90 59 or

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

You can easily inquire via chat, by phone at +32 59 50 90 59 or via e-mail

We will be happy to check for you!

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

The only condition is that the order has been placed and, if necessary, paid before 12 noon on working days.

Delivery is usually made the next working day in Belgium, the Netherlands and Luxembourg.

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 team at +32 (0)59 50 90 59 or You can do so every working day from 8am-12pm and 12.30pm-17.30pm.

The moment your order leaves our warehouse via GLS, you will receive an e-mail notifying you that the shipment has left. The mail will also contain a track & trace link which will allow you to track the shipment and follow the status of your package.

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.

  • Van scan:
    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".

  • 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.

Do you have questions for the carrier GLS?

Maybe you can already find what you need in our FAQ or contact GLS directly here.

For further questions?
You can reach our customer service team at +32 (0)59 50 90 59 or via e-mail You can do this every working day from 8am-12pm and 12.30pm-17.30pm.

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.

Picking up my order

Yes, this is certainly possible.
Orders placed via the webshop can be collected from us at the following address:

Biopack BV
Konijnenboslaan 21
8470 Gistel

We will send you a pick-up code as soon as your order is ready for pick-up.
Payment can be made in cash or via Bancontact.

Is it your first time picking up your order from us? Then this short instruction video may help you.

We also have an inspiration centre where you can come and have a look at our packaging.
Feel free to make an appointment with one of our staff.
You can call us on +32 59 42 00 40 or send an e-mail to

Yes, we do recommend this. Even for a pick-up, the order should be placed in advance, even if all products are in stock.

This gives us the time to process your order, take it off the shelves and prepare it for you.
As soon as your order is ready for pick-up, we will send you a pick-up code.
Payment can be made in cash or via Bancontact.

Is this your first time picking up from us? Then this short instruction video may help you.

No. You can pay on site in cash or via Bancontact.

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

Is it your first time picking up from us? Then this short instruction video may help you.

After the order

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

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 .

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 .

The official invoice is sent electronically after sending/delivering your order.
If you are logged in, your invoices are acccessible through "my invoices".

Looking for something specific?
We offer tailor-made products