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Frequently asked questions (FAQ)

At Gopak, we strive to ensure that you are always delighted with your buying experience. Hopefully the Frequently Asked Questions below will answer any queries you may have prior to ordering from us. If you require any further information or clarification, please call our sales office on 0800 195 4255.

What are the details of your Product Guarantees?
Should your product develop a fault during the lifetime of our guarantee, please contact us and let us know the exact nature of the fault. We will then arrange to inspect the items and if the problem is specifically related to faulty materials or workmanship, we will arrange to repair or replace the products.  If the defect is not due to faulty materials or workmanship, we will provide you with a quotation to repair the item (if this is possible).  It would always be our preference to deal with any faulty goods under the terms of our guarantee as outlined above and we will always strive to ensure you are completely satisfied.  However, as a Consumer you have a right to reject goods that are found to be of unsatisfactory quality, unfit for purpose or not as described and receive a full refund, provided that this is reported within 30 days of receipt of your order.  Products are guaranteed for twelve months from receipt of goods, unless a longer period is indicated for the product on our website or in our sales literature.
What is the cost of delivery?
Delivery is free of charge to the UK Mainland (with the exception of Highlands) for all products. If you require products to be delivered to Highlands (postcodes IV, KW, PH) there will be a charge of £18 per consignment or to the Isle of Wight - £7.50 per consignment.  For delivery to any other offshore address, please call 0800 195 4255 for a quotation.
How long will delivery take?
The majority of Gopak products are manufactured to order and delivery will typically be made within 30 days of receipt of your order.  However, delivery will often be faster than this, with Folding Tables normally being delivered within 10 days.  Please check the Delivery Details tab on the product you are interested in ordering for further details.  Once we have your order, we will contact you with a specific delivery date and should there be any changes to these arrangements, we will contact you with an amended date. If you have a specific date in mind, please add this to the ‘Shipping Information’ when completing your order and we will endeavour to meet your deadline. Some stock items are available for immediate despatch.  These can be viewed on our home page.
How is delivery made?
Deliveries of Gopak manufactured products are made by our appointed courier, on the specific day that we will have notified you of on your Dispatch Confirmation (sent via e-mail). Deliveries are made between 8:30am to 5:30pm and a signature will be required when the delivery is made. Your order can be upgraded to a morning delivery for which will we will make a small charge. Please call 0800 195 4255 if you would like this service. For deliveries made by our appointed suppliers, we will give you an estimated delivery date on your Despatch Confirmation and our partners will then contact you nearer this time, to agree a specific date for delivery.
Can I track my order online?
If you have registered with us, your order can be tracked in the My Account section. If you have not registered online, you can still track your order using an alternative order tracking facility via http://ordertracker.gopak.co.uk   Here you will require your account number, which will be supplied on your Order Confirmation along with your web order number.
What do I do if I receive a damaged item?
Please inspect your products and report any damage in transit within 48 hours of receipt. We will then arrange to collect and replace the goods at no cost to you.
What do I do if I order the wrong goods or no longer require the goods?

As a Consumer, you have the right to cancel and return an order at any time within 14 days of receipt of goods (‘the cooling off period’).  In these circumstances, please inform us of your requirements, immediately, in writing.  The products must be returned in their original condition and must be returned within 14 days at your cost and risk.  If you are unable to return the goods in their original packaging, you must ensure that they are adequately protected, so that they do not get damaged when returned.  Please note that should products be returned damaged, this may reduce the value of any refund due.  We can help with the arrangements for collecting unwanted products.

After this 14 day ‘cooling off period’ and up to 30 days from receipt of order, you may still request to return unwanted items.  In these circumstances we will review the situation on a case by case basis and will either ;

Arrange to collect the goods and levy a handling charge

Rectify any simple issues with the order and return at your cost (for example amending a table height)

Decline the request to return the goods

Again, goods must be in their original condition.  Unfortunately we are unable to accept cancellations of upholstered products and bespoke items.

NB : Cancellations and return arrangements only apply to consumer customers and we will not accept returns of products from business customers unless this relates to non-compliance with our product warranty regarding satisfactory quality and fitness for purpose.

What are the costs of Handling Charges?

Handling Charges are levied on the return of unwanted goods to cover the cost of collection, repackaging, storage and administration. These charges are applied to the value of the order after discounts to which VAT is then added.

Net value of order under £500: 50% handling charge (minimum £30)
Net value of order over £500: 25% handling charge (minimum £250)