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Sendcloud Shop

Kristie
  • Updated

Purpose: This article introduces the Sendcloud Shop, your go-to place for ordering branded and sustainable packaging for your shipments. It also includes answers to frequently asked questions.

At Sendcloud, we know better than anyone how important the first impression is when your customer receives a parcel. And that first impression? It often starts with the packaging.

Finding the right packaging that matches your product, brand, and values can be overwhelming, but we’re here to make it easier with our Sendcloud Shop.

What is Sendcloud packaging

We’ve partnered with Packhelp to offer you a range of branded, sustainable packaging solutions that are perfect for your shipments. Whether you’re just getting started or shipping at scale, you can now give every parcel a professional, custom-branded look, without the hassle.

Why choose Sendcloud Shop?

  • Customizable to reflect your brand identity

  • Eco-friendly materials and production

  • Ideal for e-commerce: boxes, mailers, tissue paper & more

  • Direct ordering through our trusted partner, Packhelp

  • Standard free shipping on every order

Got any questions?

We’ve got you covered with our FAQ section below, where we answer the most common questions about products, pricing, shipping, and more.

💡Didn't find what you were looking for? No worries, the Packhelp's team is happy to assist you.
You can reach them directly at sendcloud@packhelp.com.

FAQ

Process

Can I order via email? Orders can be placed directly via the shop. For larger volumes, a quote can be requested by emailing sendcloud@packhelp.com.
I have not received an email confirming my account If you didn’t receive an account confirmation email, contact Packhelp at sendcloud@packhelp.com using the email address used during registration.
Will I receive a confirmation that my products have been sent? Yes. Packhelp will send email updates when your order status changes, including once it has been shipped.
How can I change my email address? Contact Packhelp at sendcloud@packhelp.com from the registered email and provide the new address.
How can I delete my account? To delete your account, email sendcloud@packhelp.com from the address linked to your login.
Can I return my order? Yes, returns are possible within 14 days of delivery. Products must be unused, unfolded, in original packaging, and safely packed for return. The return shipping cost is covered by the customer.
Can I change the quantity of the order? If the order isn’t paid and production hasn’t started, changes are possible. Otherwise, a new order can be placed. For help, contact sendcloud@packhelp.com.
Can I cancel my order? Cancellation is only possible before payment and production. If your order is already in production or shipped, it cannot be canceled. For assistance, email sendcloud@packhelp.com.
How can I check the status of my parcel? A tracking link is sent in the shipping confirmation email. If needed, contact sendcloud@packhelp.com with your order number.
When will I receive my order? Production takes around 2 business days. Delivery usually takes 2–5 business days, depending on your location.
What is the procedure to file a complaint? To submit a complaint, email sendcloud@packhelp.com with: your order number, tracking number, issue description, quantity affected, photos of the defect, and your preferred resolution. Packhelp responds within 14 business days.

Delivery

Is shipping free when I place an order? Yes, shipping is free on every order placed through the Sendcloud Shop—no minimum order quantity required.
Where does Packhelp ship to? Packhelp ships to all EU countries, plus the UK, Switzerland, and Norway.
Delivery is unavailable to territories like Malta, Cyprus, Canary Islands, Ceuta, Melilla, Gibraltar, Madeira, Azores, Iceland, Isle of Man, and French overseas territories. These often require air freight, which is not part of Packhelp’s standard offer. You may arrange your own delivery.
For details, contact sendcloud@packhelp.com.
What forms of delivery do you offer? Depending on the order volume, products are delivered as parcels or pallet shipments.
Where is the order shipped from? All orders are shipped from Poland.
The tracking link doesn’t work It can take up to 24 hours for the tracking link to activate. If it's still inactive after 48 hours and the parcel hasn’t arrived, contact Packhelp at sendcloud@packhelp.com.
What courier service is used to ship products? Packhelp uses UPS for parcels, and Kuehne-Nagel or DB Schenker for pallet deliveries.

Payment

Which payment methods does Packhelp accept? Packhelp accepts payments by credit card and bank transfer. Payment on delivery (COD) and post-order transfers are not supported. Production starts only after payment is received.
What should I know when paying by bank transfer? Bank transfers may delay production by a few days. All transfer fees, including those charged to the recipient, must be covered by the buyer to avoid delays.
Will you inform me once the products are ready? Yes. Packhelp will send email updates throughout the production and shipping process.

Invoices

When will I receive my invoice? Invoices are sent to the email address provided during registration once the order is shipped.
Can I receive a VAT invoice before payment? VAT invoices are issued after production. For bank transfers, a pro forma invoice is provided. If more documentation is needed, contact sendcloud@packhelp.com.
Can I receive a VAT invoice with a different payment term? Packhelp does not offer deferred payment, credit, or installment plans. Production starts only after payment is received.
Are the prices on the website gross or net? Prices are shown as net (excl. VAT) until checkout. After entering your VAT number, applicable VAT is added. Shipping to the UK includes customs fees.

Product & Care

How should cardboard boxes be stored? Store in a clean, dry place between 5–30°C, away from sunlight, heat, and moisture. Keep the protective foil on until use, and avoid placing heavy items on top to prevent deformation.
How long can bio mailers be stored? Bio mailers can be stored for up to 6 months in 30–70% humidity. Avoid heat sources and sudden temperature changes, as the material may become less durable over time.
Can I get a product sample? Samples aren’t available via the website. For product questions, contact Packhelp at sendcloud@packhelp.com.
How do I fold mailer boxes? Mailer boxes are delivered flat and should be folded one at a time. Follow the bending lines carefully and avoid forcing folds beyond 90°. For step-by-step instructions, watch this short video:
▶️ How to fold a Packhelp Custom Mailer Box