Frequently Asked Questions
General Information
What is Encoware?
Encoware is a UK-based company that provides sustainable and customisable food packaging solutions for businesses, including restaurants, cafes, and food service providers.
What products does Encoware offer?
Encoware specialises in eco-friendly packaging, such as compostable cups, biodegradable food containers, paper bags, and other sustainable food packaging solutions.
Where is Encoware based?
Encoware is headquartered in Enfield, United Kingdom and serves customers throughout the UK and internationally.
How can I contact Encoware?
- Email: [email protected]
- Phone: +44 7790 383386
- Address: 816C Hertford Rd, Enfield, EN3 6UE, United Kingdom
Ordering & Payment
What payment methods do you accept?
We accept the following payment methods:
- Credit & Debit Cards (Visa, Mastercard, American Express, Discover)
- PayPal
- Bank Transfers (for bulk orders)
- Apple Pay & Google Pay
Can I modify or cancel my order?
Orders can be modified or cancelled before they are dispatched. If you need to make changes, please contact our support team as soon as possible.
Do you offer bulk discounts?
Yes, we offer discounts for bulk purchases. Please get in touch with us for a custom quote.
Will I receive an invoice for my order?
Yes. An invoice is automatically sent to your registered email once the order is completed.
Shipping & Delivery
What are the shipping options?
- Standard Delivery (2-5 Business Days):
- Orders below £150+VAT: £12.99 + VAT
- Orders between £150 – £199.99+VAT: £12.99 + VAT
- Orders above £200+VAT: Free Shipping
- Express Next-Day Delivery (Order before 2 PM):
- All Orders: £19.99 + VAT
- Separate Lid Orders (For orders below £150+VAT): £14.99 + VAT
- International Shipping: Custom quote required. Delivery time varies by location.
Do you offer international delivery?
Yes, we ship to select international locations, including United Kingdom, Germany, France, Netherlands, Belgium, Ireland, Spain, United States, Canada, United Arab Emirates, and Saudi Arabia.
For specific rates and estimated delivery times, please contact our support team.
How do I track my order?
Once your order is shipped, you will receive a tracking number via email to monitor your delivery status.
What if my order is delayed?
If your order has not arrived within the estimated time frame, please contact our support team for assistance.
What happens if I am not available at the time of delivery?
If no one is available at the delivery address, the courier will attempt redelivery or leave a note with further instructions.
Are there any shipping restrictions?
Yes, please note the following:
- We do not ship to PO Boxes or military addresses.
- Remote locations (Scottish Highlands, Channel Islands, etc.) may have longer delivery times or additional fees.
- Custom-printed products have longer processing times and cannot be expedited.
- Customers are responsible for customs duties, taxes, and import fees for international orders.
Returns & Refunds
Can I return my order?
Yes, you can return items within 14 days of receipt, provided they are unused and in their original packaging.
Which items cannot be returned?
The following items are non-returnable:
- Custom-printed (personalised) packaging
- Used or opened packaging products
- Perishable items
How do I initiate a return?
To start a return, please email [email protected] to obtain a Return Merchandise Authorisation (RMA) number. Then, send the item to the address provided in your return confirmation email.
When will I receive my refund?
Once we receive and inspect the returned item, refunds will be processed within 5 working days using the original payment method.
Who covers the return shipping cost?
Customers are responsible for return shipping costs, unless the return is due to a defective or incorrect product.
Privacy & Security
How does Encoware protect my personal data?
We follow strict GDPR compliance and use SSL encryption to protect your data. We do not sell or share your personal information with third parties.
Can I request my personal data to be deleted?
Yes, you can request the deletion of your personal data at any time by emailing [email protected].
Does Encoware use cookies?
Yes, we use cookies to enhance the user experience. You can manage your cookie preferences in your browser settings or via our Cookie Consent Manager.
Encoware Mobile App
Does Encoware have a mobile app?
Yes, you can download the Encoware mobile application for a more convenient shopping experience.
Which devices support the app?
The app is available on:
- Android 11+ (Google Play Store)
- iOS 16+ (Apple App Store)
What can I do with the mobile app?
With the Encoware app, you can:
- Browse and purchase products
- Track your orders
- Access exclusive discounts
- Manage your account and payment details
How do I report an issue with the app?
If you encounter any issues, please contact [email protected] with details of the problem.
Legal & Compliance
What are Encoware’s terms and conditions?
Our Terms and Conditions outline your rights and responsibilities when using our services. You can review them here.
Do you have an End User Licence Agreement (EULA)?
Yes, our EULA explains how you can use our digital services, including our mobile app. Read more here.
How does Encoware handle disputes?
Disputes are resolved in accordance with UK consumer protection laws. If you have a dispute, please contact us directly before seeking legal action.
General
Still have questions?
If your question is not covered here, feel free to contact us at [email protected]. We’re happy to assist you!