FAQ
We are happy to help!
At Shopler, we are committed to answering your questions and helping with your orders. This FAQ is here to guide you—search for the topic below. If there are any unanswered questions, please log in to your account and fill out the contact form.
You can also reach us via email at sales@shopler.co.uk or use the order help or return/exchange forms here.
What does Shopler do?
Shopler is an eCommerce platform established in 2017, specialising in disposable food packaging materials. We cater to businesses such as restaurants, takeaways, bars. hotels, bakeries and coffee shops, as well as individuals across the UK.
Does Shopler have a mobile app?
Yes, Shopler has a mobile app that makes ordering quick and easy. It also offers exclusive discounts and perks for app users.
You can download the Shopler packaging supplier app here – the best solution for ordering disposable food packaging materials for restaurants, takeaways, coffee shops, and more.
How can I contact Shopler?
We prioritise efficient and accurate support, which is why we’ve transitioned from phone queries to a ticketing system. This ensures that all requests are documented, tracked, and referable, so nothing is overlooked, and responses are clear. The system also enables us to monitor customer satisfaction and streamline processes for faster, cost-effective service.
If you still need phone assistance, please submit a query through our ticketing system, and one of our team members will contact you promptly.
Order Questions
Some items are not delivered
If your order status is "dispatched" and not "partially shipped," wait for a few more hours.
Sometimes DPD vans get full, and they deliver items with different drivers. Please wait until 18:00, and if you do not receive the remaining items, contact us immediately at: sales@shopler.co.uk
How do I cancel my order?
Please send an email to sales@shopler.co.uk immediately.
Please note we cannot issue a full refund once the order is dispatched. If you changed your mind and your order is dispatched, the delivery and return fee of £15 will be deducted from your refund.
Why is the status of my order "Shipped Partially"?
Due to global supply chain issues, sometimes new stock arrives with unexpected delays. You will receive an email from us after that. If you cannot wait for the arrival of the item, which is usually within a week or two, reply to the email and ask for a refund. Your order will be refunded within 24 hours.
We will dispatch the item if you take no action as soon as it gets back in stock.
Items are damaged, what can I do?
We are sorry for that. Please contact us via email at sales@shopler.co.uk and provide the following information, especially the last two steps:
1. Please mention your order number.
2. The item name.
3. The issue you are having.
4. Some photos of the faulty or damaged item.
5. A photo of the DPD label on the box.
I am not happy with the product
We are sorry for that. Please contact us via email at sales@shopler.co.uk and provide the following information, especially the last two steps:
1. Please mention your order number.
2. The item name.
3. The issue you are having.
4. Some photos of the faulty or damaged item.
5. A photo of the DPD label on the box.
Please note we cannot issue a full refund on used products.
Account Questions
How to get a VAT invoice?
If your account is not a guest account, you have access to all your previous invoices in your account at the following address:
1. Just click here: My Order Status and log in to your account.
2. Navigate to the Orders.
3. Open the order.
4. Click on the "Print Invoice" button.
I get payment decline in the checkout
We have provided 3 methods of payment to prevent any possible payment errors. Please use Stripe payment or PayPal if you get errors from the main gateway. If you get declined again, please contact your bank.
Shopler Points and Rewards
What is the Shopler Points System?
The Shopler Points System is a rewards program where you earn points for different actions, such as signing up and placing orders. These points can be used to unlock discounts and save on future purchases.
How do I earn Shopler Points?
- Signup: Earn 100 points just for creating an account (guest accounts do not qualify).
- Place an order: Earn 1 point for every £1 spent.
How can I use my Shopler Points?
When you reach a reward threshold, you’ll receive an email with a discount code. Simply use this code at checkout to claim your discount. Alternatively, log into your account and click the "My Reward" button at the bottom-right corner to access your rewards.
What rewards or discounts can I get with my points?
- 500 points: £5 off coupon
- 1000 points: £10 off coupon
- 2500 points: £25 off coupon
You can use the discount as soon as you reach the reward level or save points for a higher reward later. Unused points roll over to your next balance.
Do points expire or roll over?
Points that are not used remain in your account and will roll over to combine with new points earned.
Can I earn points as a guest?
No, points are only available for registered customers. Create an account to start earning points and enjoying rewards.
Where can I find my points and rewards?
Log into your account and check the "My Reward" panel at the bottom-right of the screen. You’ll see your points balance and any available rewards.