Customer Services

Frequently Asked Questions

Can I come to your showroom to browse?
Of course. Everything we sell online is available from our Norfolk showrooms, plus extra lines including catering packaging, stationery and ever-changing special offers. If you're not sure exactly what you need, our friendly staff will be more than happy to help you choose the right packaging for your particular job.
Can I order packaging online?
You can now! We've just launched our new online shop, so please take a look around. However if you'd like to order by phone, you're more than welcome. Also, if you're in the Norwich area you can drop into our showrooms between 9am and 5pm, Monday to Friday, and browse our extensive range.
How will my goods be delivered?
We use Royal Mail and a nationwide carrier service to ensure your goods get to you quickly and securely. If you have a large order in the Norfolk area, we may even be able to fit you into one of our regular deliveries, so it's worth giving us a call if you're local.
How do I pay?
Our online shop accepts payments via Paypal, or by credit and debit card through our secure Barclaycard system. Both are internationally recognised as safe and convenient ways to pay, and our card payment system meets with PCI DSS - the Payment Card Industry Data Security Standard. You can still call us to make payments over the telephone if you prefer. We accept Visa and Mastercard, but at this time are unable to take American Express.
Do you sell environmentally friendly products?
We have comprehensive range of products designed with the environment in mind. Our range of paper bags, paper sacks, paper carrier bags and wrapping papers are all fully recyclable, as are our range of cardboard boxes. We also stock more traditional materials such as hessian and jute string, made entirely from natural fibres.
Retailers who prefer to use polythene carrier bags needn't worry though – our range includes degradable and recycled bags.
Can I have bags printed with my own design?
We are sometimes able to provide customers with packaging carrying their logo or a design of their choice. This type of order often requires a fairly substantial minimum order from our manufacturers, so if you would like to discuss this, please contact us by telephone for details.

Customer Services

Shipping & Delivery
We endeavour to deliver every item ordered from the site within the timescale given at the time of ordering. In the unlikely event that this is not possible, a member of staff will contact you as soon as possible to discuss the delivery, using the contact details you have provided.
Goods will be delivered by a national courier or Royal Mail, and so a set delivery time cannot be guaranteed. Please bear this in mind when placing your order. Failed deliveries may result in us having to charge for redelivery.
Please note, we can only send goods to UK mainland addresses. We are unfortunately unable to ship to the Channel Islands, Northern Ireland, the Republic of Ireland, the Outer Hebrides and the following Scottish postcode areas: HS, KW, IV, PH, AB and PA.
Shipping price by weight - All UK
100g - 500g £3.99
500g - 1kg £4.99
1kg - 1.8kg £6.99
1.8kg - 2kg £7.99
Shipping price by weight - England, Wales & Southern Scotland
2kg - 20kg £8.99
20kg - 30kg £10.99
30kg - 50kg £16.99
50kg - 70kg £22.99
70kg - 100kg £30.99
Privacy & Security
The information Jones and Cane Packaging collects about you is used to record and support your registration of, and entitlement to, services and products purchased from us. Your personal information is also used to keep you informed about product upgrades, promotions, and other products and services of Jones and Cane Packaging. Jones and Cane Packaging will not sell, transfer or give freely your personal information to any company or organisation without your consent except to comply with laws or regulations of the government or other regulatory body, or to protect the rights of Jones and Cane Packaging.
Returns & Replacements
Refunds will be granted only if goods are faulty, and if Jones and Cane Packaging are notified of the desire for a refund up to 7 days after delivery of the goods. Goods may also be returned and replaced if Jones and Cane Packaging is found to have sent wrong goods in error.
If goods are defective or faulty, you must contact Jones and Cane Packaging immediately, to let them know your contact details, your order number, what the relevant goods are, and the nature of the fault. If it is possible, Jones and Cane Packaging will replace the goods as soon as they reasonably can, but if this is not possible or acceptable, a full refund of monies paid to Jones and Cane Packaging will be made, as well as postal costs for returning the faulty item(s).
Should you wish to return an item for any reason please notify us within 48 hours of receipt of your order of any part that is unsatisfactory. In order to arrange a return, please contact us and inform our customer service team of your order number, the item you are returning and the reason for the return. We may then attempt to repair the item on site or arrange for the item to be collected.
Goods returned should be in their original condition and packaging in which they arrived, along with a copy of the invoice or packing slip.
Once received items will be checked and refunds on goods and postage arranged where suitable. Refunds/exchanges will only be offered on items that are faulty, and were clearly so at the time at which they were dispatched.
Payment & Pricing
Payment must be made up front when ordering goods, using PayPal, or by placing an order over the phone using a debit or credit card. (We accept Visa and Mastercard cards). All payments must be made in Pounds Sterling (£), and are subject to the standard rate of 20% VAT.
By placing an order the buyer warrants to the seller that the buyer is a UK resident, at least 18 years old, and legally capable of entering into binding contracts.
We reserve the right to cancel any order where goods have been mispriced. Although we try to ensure all of the information on our site is 100% accurate, there may be mistakes on some occasions.
Contact Information
3 - 4 Oaktree Business Park Basey Road Rackheath Industrial Estate Rackheath Norwich NR13 6PZ Tel: 01603 722264
Opening hours
Monday - Friday 9.00am - 5.00pm
Sunday and Bank holidays Closed
Terms and Conditions
To read our terms in full please visit our Terms and conditions page.