FAQ


  • How Do I Get Started?

    Setting up your account, logging in, repeat orders and information for existing customers.

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    Setting up your account: New Customers

    If you are not an existing customer and wish to place an order, you can simply check out as a guest and pay using a credit card. We'll treat your details with the utmost respect for privacy and security, you can read more about this in our privacy statement.

    Existing customers

    If you are an existing customer, simply login using your email address (username) and password to place your order. If you are unsure of your password please use the forgotten password link (which may be found on the "Account Login" page) and you will receive an e-mail immediately enabling you to reset your password. 

    If you do not have a website login but you are an existing customer, you can either check out as a guest or contact us to set up your online account.

    Placing repeat orders - Top Tip

    You can access your previous order history by going to "My Account" and viewing the "Order History" section. You can also reorder any item from here.

    Logging in

    Just click on the "Account Login" icon in the top right of the screen and enter your email address (username) and password. You will then be taken to "My Account". If you've forgotten your password please use the forgotten password link (which may be found on the "Account Login" page) and you will receive an e-mail immediately enabling you to reset your password. 

    Check out our flowchart on how to get started

    Please do not hesitate to contact us if you require any further information or assistance with getting started.

  • Placing an Order

    Browse through our online shop - there are lots of colourful catering label and eco packaging designs for you to choose from, simply click 'Add to basket' with any items you wish to purchase .

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    Once you have clicked "Add to basket" you can review your order and adjust the quantities being ordered at any time by clicking on the basket icon in the top right hand corner of the website. 

    Visit our online shop.

  • Online Payment Details

    Find out how our payment process works.

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    If you have a credit account with us you will be able to order online using this facility. When you place an order, your credit balance will automatically be updated (please allow up to an hour for this to refresh). If there are insufficient funds to complete the transaction then you will be asked to do so by credit card. If you wish to pay by credit card you will be redirected to a highly secure payment service provider. We do not keep hold of any of your card details.

    We accept all major credit and debit cards including Switch, Visa, Mastercard, Visa Electron and Delta. We cannot accept payment by Diner's Club or American Express. We also do not accept payment by cash or cheques for online transactions. On the day that we dispatch your goods you will receive an invoice. Please note that if your card has been refused then your order will not be processed and you will need to try another card or contact us.

    Please do not email us credit card details - email is insecure by nature.

    Once you have completed the order process you will receive an e-mail acknowledgement from us, confirming the products and quantities ordered as well as the delivery address.

  • Managing My Account

    This section enables you to view your order history, place repeat orders and update your contact details and company information.

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    Changing your delivery address
    Once logged in, go to "My Account" and then "My Details" where you'll see your current billing and delivery addresses and any further delivery addresses given. If you wish to change your billing or delivery address for a particular order you can do so when you check out or via "My Account".

    Changing your password
    If you have forgotten your password or would like to change your password please go to ‘Account Login’ and click the forgotten password link (which may be found on the "Account Login" page). You will be asked to input your email address (username) which will e-mail you a link to reset your password (the link will expire after 24 hours after which time they will need to repeat the process.)

    Placing repeat orders
    Within "Order History" you can any order made over the phone or online and reorder any item by clicking "Add to basket". You will then be able to continue shopping or go to the checkout  where you can amend quantities and delete items before proceeding to checkout.

    Visit the "Account Login" page. 

  • Help with My Delivery

    Find out about our delivery process.

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    Is it possible to change my order?
    Once you have checked out it is not possible to change or delete your order online. Please contact us by phone as soon as possible if you have made a mistake.

    What is your delivery charge?
    All deliveries over £100 are free within UK mainland. For deliveries outside of UK mainland carriage will be calculated by Planglow based on the weight of the order and added to the invoice after you have submitted your order. Anyone paying by credit card outside of UK mainland will be contacted by Planglow to take an additional payment for carriage once calculated.

    How long will my order take to arrive?
    Any orders received before 3.00pm will be shipped same day and will be with you in 2-3 working days. If you need your order in a hurry, next day and special delivery options are available - please select at check out. The cost for this will be calculated once you have submitted your order and added to your invoice. Anyone paying by credit card outside of UK mainland will be contacted by Planglow to take an additional payment for carriage once calculated.  Alternatively contact our customer service team on 0117 317 8600 to discuss this further.

    Viewing your order history
    To view your history of recent purchases, log in, click on "My Account" then go to "Order History"

    What if my order is incorrect or something is missing?
    Please check the order against your delivery receipt, e-mail order confirmation or the "My Account"/ "Order History" page on the website and contact us.

    My order hasn't arrived?
    If your order hasn't arrived within two - three working days then please let us know as soon as possible.

    Please contact us if you require any further information or assistance regarding deliveries.  

  • Printer & Software Requirements

    Provides information about our software and printer requirements.

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    How do I print my labels?
    You can use any internet connected device and a desktop printer to print your catering labels if you subscribe to our online labelling application LabelLogic Live. In order to print our labels using LabelLogic or NutriLogic you will need a PC and desktop printer.

    How do I get a copy of the LabelLogic software?
    When you order your first box of labels you can choose from either our subscription based software, LabelLogic Live or our free-on-loan CD ROM based software, LabelLogic. LabelLogic Live comes with a helpful walkthrough guide which takes you through the process step by step. For LabelLogic just follow the instructions once you have installed the CD. There is also a userguide available for further information. If you are unsure what to do feel free to contact our support team on 0117 317 8600 and press 2 for support.

    Is there a charge for the LabelLogic software?
    LabelLogic Live is a subscription based service, starting at £10 per month (+VAT). LabelLogic comes free on loan. Both programs require a minimum first time order of one box of labels.

    What type of printer can I use?
    All of our A4 sheet labels can be used with a laser printer; however some are not compatible with inkjet printers - always check the order details!

    How do I access LabelLogic Live?
    When you order your labels you can select which program you would prefer to use. If you choose LabelLogic Live which is a subscription based service, you will receive an email within 24hrs from Planglow with your login details and a link to the subscription page where you will be asked to create your own password. One you have an account, you simply login via the website app. LabelLogicLive.com using any internet connected device. Labels are then printed on a standard desktop printer.
    Please visit LabelLogicLive.com or contact us for further information.

    How much is LabelLogic Live?
    LabelLogic Live is offered on a subscription basis with one, three, six and twelve month subscription packages available. Prices start at £10 per month (Ex VAT). Please see LabelLogicLive.com for more information.

    What type of printer can I use?
    All of our A4 sheet labels can be used with a laser printer; however some are not compatible with inkjet printers - always check the order details.

    Please contact us if you require any further information or assistance regarding printer and software requirements. 

  • About Our Labels

    Explains how our labels are supplied.

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    How many labels will I get?
    There are always 500 A4 sheets of labels in a box but the number of labels you receive in total depends on the size of the label and how many can fit on a sheet. (Check the fact files for each product on our website or in our brochure for details)

    Will the labels come preprinted?
    Labels come with just the label design; any over print (e.g. title, description, price etc.) must be added using our software. If you would like us to overprint your labels you can use our LabelLogic Direct service.

    Can I have labels with my logo on them?
    Yes, you can have customised labels in any shape, size or colour; however the minimum order is 2 boxes for digitally printed labels and 10 boxes for standard sheet label printing (flexographic printing). Alternatively, if you do not use this volume you can import your logo into LabelLogic and overprint it yourself.

    Do you supply labels on rolls?
    Yes, we have a selection of stock roll labels or, alternatively, you can also have your own customised design.

    View Roll Labels in our online shop.

    View Sheet Labels in our online shop.

  • Do You Have Any Distributors Outside of UK Mainland?

    Provides details of distributors outside of the UK mainland.

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    We have a number of distributors outside of UK mainland through which you can purchase many of our products. Of course, if you would prefer, we are more than happy to continue to supply you direct, however the main advantage to you is that you will have a local supplier and therefore benefit from reduced carriage costs. There is also the added advantage of having experienced technical support available locally for software installations, training, support and advice.

    For customers in the USA:
    Planglow USA
    280 East Lothenbach Ave
    West St. Paul, MN 55118

    Contact: Rick Nelson

    Phone: Toll Free 800-774-0536
    Email: sales@planglow-usa.com
    http://www.planglow-usa.com

    For customers in Ireland:

    Cafe Brands
    Unit 34
    Premier Business Park
    Ballycoolin Road
    Dublin 11
    Contact: Alex Synott
    Phone: 01 836 2077
    Fax: 01 836 2973

    Email: info@cafebrands.ie

    http://www.cafebrands.ie

    For customers in Poland:

    Uni-Pack
    Uni-Pack Maciejko Sp. J.
    ul. Raszynska 13
    05-500 Piaseczno
    Poland

    Contact: Tomasz Stasierski

    Phone: +48 (22) 750 17 41
    Mobile: +48 501 631 973
    Fax: +48 (22) 750 30 13
    Email: tomasz.stasierski@unipack.com.pl
    http://www.unipack.pl


  • How Do You Bleach Your Paper?

    Find out about the eco-friendly methods we use.

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    Planglow is proud to advise our customers that all of our paper mills employ either the Elemental Chlorine-Free (ECF) method or Totally Chlorine Free (TCF) techniques to bleach paper and board. This prevents the formation of dioxins, dioxin like compounds and carcinogens during paper production.

    Our cup white board is produced using the ECF process which avoids using chlorine gas in the bleaching process.

    Our packaging is produced using the ECT process or (TCF) methods. TCF techniques use no form of chlorine compound at all during production.

    View our Environmental Statement.

  • How Strong Are Your Paper Bags?

    Find out about our high quality bag construction.

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    We are proud to offer quality eco-friendly packaging products that are both well-designed and cost effective. As part of this offering we sell brown paper bags to support meal deal and other multi product purchases.

    Made from sustainable and renewable paper sources, the bags are recyclable offering a greener alternative to single-use plastic bags and are exempt from the 5p carrier bag charge.

    Our bags have been designed and tested to hold up to 2kg of produce per bag (two kg's is the equivalent weight of approximately five cans of cola or 57 packets of crisps), or up to 4kg of produce each for our larger custom designed bags. Unlike some of our competitors, we use an anti-rip panel inside the bag at the base of the handles to reinforce them and prevent tearing. We use a paper graded 70gsm (grams per square meter) to make both sizes of bag as this offers maximum strength with minimal waste.

    Exceeding the 2kg-per-bag weight limit (or 4kg for the larger customised bags) may lead to problems - such as tearing - making the products unfit for purpose. We would therefore advise distributing goods amongst two bags or more if the items purchased exceed the weight limits outlined above.

    If however, you have experienced problems with our bags while carrying less than 2kg (or 4kg for the larger bags) - or have any further comments or queries relating to this or any other aspect of our business - please do not hesitate to contact us. We are constantly seeking new ways to further improve all of our product lines and welcome your feedback.

    Please contact us if you would like to speak to someone about customising bags with your own logo or brand. 

  • What's the Batch Number?

    Learn how to find a batch number on your Planglow bags.

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    If you need to find the batch code or number printed on one of our baguette bag or multi-bag products, simply place the product front-side (windowed-side) up. Gently peel back the forward-folded glued paper seam - the batch number is printed in the seam in the top left corner.

    Please see below for more information. 


  • Why Choose Compostable Products?

    We only supply packaging that is made from compostable, plant based materials and never oil based plastics.

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    Packaging which contains traces of food cannot be recycled, neither can packaging made from mixed materials (products such as card wedges with a plastic film would be challenging), whereas compostable packaging and food waste is a perfect combination. We recognise that an ideal solution for the disposal of food to go packaging is an ongoing goal that we are all striving for, and we do not encourage or support littering or landfill disposal of compostable packaging. We also acknowledge that the industrial composting infrastructure for the recycling of compostable packaging and food waste is limited as many sites will not accept the mix due to the risk of contamination from non-compostable products; however we do recommend alternative cost effective waste disposal solutions for our customers:

    Most of our products are home compostable, so should they end up at a customer’s home they can be composted along with the usual garden and vegetable peelings waste. This applies to the following Planglow products.

    •All film lined packaging (wedges, bloomer packs, salad packs, wrap packs, snack cubes)

    Platter boxes

    Windowed bags

    Street Food Packaging

    Deli Paper

    The vast majority of packaging waste has to be disposed of by the caterer on site at a workplace. If you are a large location such as an education site, hospital, military, leisure or workplace caterer we have an innovative solution to offer you. We have partnered with PKL who supply the Garbage Guzzler, an onsite food waste digester which provides a one stop shop for your food and compostable packaging waste. 

    The machine uses aerobic digestion to reduce food and other organic waste by up to 90%, and leaves an output that can be used either as a soil improver or biomass fuel.

    As soon as waste is added to the Garbage Guzzler, the digestion process starts and a significant reduction in waste (up to 70%) can be achieved within the first 24 hours.

    Available in two sizes (a 200 kg or a 400 kg per day machine), the Garbage Guzzler provides a great way of significantly reducing the amount of unavoidable waste that you are potentially sending to landfill by dealing with the problem at your site. Not only can this help you to save money on waste collections, but also reduces the associated vehicle movements. With the latest developments on the Garbage Guzzler we believe that for most sites there is a cost advantage on leasing this machine compared to food and compostable packaging collections.

    Unlike anaerobic digestion, no methane is created as part of the digestion process. The machine is easy to use, and requires no specialist training or handling requirements for the output product and if non organic waste such as cutlery or plastics are accidentally put into the machine, these can easily be removed without damaging the machine or contaminating the organic output.

    As long as food waste is being put into the Garbage Guzzler as the main source of waste, the machine will also digest other organic waste, such as cardboard, paper, green and horticultural waste. Planglow’s packaging is an ideal solution to accompany food waste being digested by the Garbage Guzzler.

    For more information please visit GarbageGuzzler.com 

  • What are Planglow Products Made From?

    The majority of our packaging and labelling products are made of paper, a natural and compostable material.

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    In the case of our sandwich wedges, snack cubes, salad boxes, wrap packs and hot food boxes the paper or board is laminated with a unique plant based film (which also forms the windows). This material is certified as home and industrially compostable which means the products may be disposed of in an industrial composter (where facilities allow), in an onsite food waste digester, as well as a home compost environment.

    Our unlaminated paper products - which includes our handled bags, chip cones, deli papers, platter boxes and inserts - are suitable for recycling (if free of food and grease) as well as both home and industrially composting (where facilities allow) or in an onsite food waste digester.

    Our windowed bags are unlaminated paper products featuring a separate window (which is glued in) made from our certified compostable bio laminate (mentioned above). Where the window is removed, the paper section of the bag may be recycled if, once again, it is free from food and grease. The window and / or product as a whole may be disposed of in both home and industrial composting environments  (where facilities allow) or in an onsite food waste digester.

    Our clear bags, cutlery and bio lids are made from certified industrially compostable corn-based materials. While our paper based cups and pots are lined with a corn-based industrially compostable material. All of these products may be industrially composted (where facilities allow) or disposed of in an onsite food waste digester.

    Our labels are made from paper with an adhesive backing. Once applied to packaging, the adhesive makes up a very small percentage of the overall product and together they are deemed compostable. Please note, our Frosty Labels are made of plastic so we offer an Ecopaque - paper-based - alternative. 

    View our Environmental Statement. 

  • Is My Labelling Legislatively Compliant?

    We've produced this simple guide to ensure your labelling is compliant with the Food Information Regulation (FIR).

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    Download our guide to the Food Information Regulations here.

    Read our blog to find out if you are suffering from FIR-a-phobia?

  • Can't Find the Answer You Need?

    Here you can find our contact details.

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    We set up our website to make it as easy as possible to order online. However, if you'd prefer to have a chat about the best options for you, our friendly Customer Service team are here ready to help. Just give us a call on 0117 317 8600, e-mail us or see the link to our full contact details below. During office hours you can also speak to us using the Live 'Chat With Us' box in the bottom right hand corner of your screen. 

    Contact Us. 

  • What Is Your Modern Slavery Policy?

    We believe transparency is the best way we can ensure the public that we are doing our best as an ethical corporate citizen. Our efforts against slavery and human trafficking complement our broader CSR Policy.

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    Planglow Ltd is based in the UK. Our product range makes use of the highest quality materials, which are sourced from the United Kingdom, France, China, Taiwan and Finland. 

    Our partnership focus: 

    We understand that our biggest exposure to Modern Slavery is in our product supply chain, where we have undertaken activity to minimise the risk of Modern Slavery. Within these areas, new suppliers and factories/sites are subject to due diligence checks in the form of ethical/compliance audits. Such audits are also regularly conducted for existing suppliers and factories/sites. If any issues are identified, appropriate investigative and remedial actions will be taken.

    We set out to identify the extent of any slavery and human trafficking within our supply chain by:

    Conducting internal spot-checks at factories

    Instituting an annual review questionnaire for existing suppliers to understand suppliers’ self-assessment of slavery and human trafficking issues, allowing us to better identify slavery and human trafficking issues as they develop over time and to collect supplier-provided data to track improvement in suppliers’ attitudes.


  • What Is Your Ethical Sourcing Policy?

    Planglow expect our suppliers to adopt sound labour practices; we expect them to treat their employees fairly, in accordance with local laws and regulations relating to labour and employment.

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    We expect employers to adhere to the following requirements:

    Employment is freely chosen

    Suppliers will not use forced or bonded labour

    Workers must not be forced to lodge either deposits or their identity papers with employers

    Workers must be free to leave once their shift ends or after giving reasonable notice

    Child Labour

    Suppliers shall not use child labour. “Child” is defined as a person who is younger than the local legal age for completing compulsory education. Suppliers shall verify the age of their workers and maintain copies of their workers “proof of age”

    Involuntary Labour

    Suppliers shall not use involuntary labour. ”Involuntary Labour” is defined as work or services extracted from any person under threat or penalty of its non-performance, and for which for the worker does not offer himself or herself voluntarily.

    Immigration Law Compliance

    Suppliers shall only employ workers who have a legal right to work, including workers obtained through an employment agency.

    Freedom of Association & Collective Bargaining

    Suppliers shall respect the rights of workers to associate, organise and bargain collectively in a legal and peaceful manner. Suppliers shall ensure that employee representatives are not discriminated against and have access to carry out their representative function in the workplace.

    Working Conditions

    Suppliers shall provide a safe and hygienic working environment. Suppliers shall ensure that personal protective safety equipment is available and that workers are adequately trained in its use. Safeguards on machinery must meet or exceed local laws.

    Working Hours

    All working hours will comply with national laws. Overtime work should be voluntary, and overtime should not be requested on a regular basis. Suppliers shall guarantee breaks and days off in compliance with the applicable laws.

    Wages and Benefits

    Suppliers shall provide wages and benefits that comply with all local laws and regulations. Overtime pay shall be calculated at the legally required rate, regardless of whether workers are compensated hourly or by piece rate.

    Environmental Standards

    Our preferred suppliers shall, as a minimum, comply with all applicable laws and regulations relating to the environmental impact of their business. They shall maintain procedures for notifying local authorities in the event of an accident or incident which may adversely affect the environment as a result of their operation. Detailed performance standards are a matter for suppliers but should at least address the following :

    Waste Management :- waste is minimised and items recycled wherever practicable.

    Packaging :- recycled materials should be used wherever appropriate

    Energy Use:- All production and delivery processes, including heating, lighting, ventilation, IT systems and transportation, must be based on maximising efficient energy use and minimising harmful emissions.

  • What Is Your Data Policy?

    Planglow collect, store and delete customer’s data in accordance with the General Data Protection Regulation (GDPR). We use secure systems accessible only to our staff and access is granted only as required. 

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    Planglow stores data relating to its customers for up to seven years, we do so in compliance with HMRC (Her Majesty’s Revenue and Customs). This includes data relating to those businesses or individuals who no longer order from us but have done so within the previous seven year period. 

    The data we collect may include name(s), email address(es), billing and delivery address(es), telephone number(s) and social media accounts. We are a business to business organisation therefore the data we collect relates to our customer’s business only unless the customer chooses to give us personal contact details for any reason (for example requesting goods be delivered to their home address). We also keep records of communications and transactions with the customer such as details of previous orders. 

    We do not share our customer’s data with third party providers with the exceptions of:

    Trusted suppliers acting on behalf of Planglow. For example, a customer’s name and business address may be shared with our printers so that a custom product can be dispatched directly to them. We also use an external provider to manage some of our mailshots including the mailing out of our new catalogue. Any information shared with a supplier is limited to that which they require. As with Planglow, all of our suppliers collect, store and destroy data in accordance with the GDPR.

    We use third party providers to create and manage our digital presence, this includes Google Analytics (to monitor engagement with our websites), Twitter, Instagram, YouTube, Pinterest (for our social media presence) and Mailchimp (to create and measure activity around our e-newsletters). Please see below for further info. Each of these providers has their own GDPR policies. 

    We may disclose your personal information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 736 of the UK Companies Act 1985.

    We may disclose your personal information to third parties:

    - In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.

    - If Planglow Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.

    - If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use or terms and conditions of supply and other agreements; or to protect the rights, property, or safety of Planglow Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction. 

    Website

    We monitor engagement with our websites via Google Analytics. This allows us to track information such as: visitor frequency and location; the content they view and how long for; if the visitor makes a purchase and the device they use to do so. This data is gathered by Google and its partners. We have access to this information for 25 months after a visitor has been on our website. 

    E-Newsletter

    When an individual subscribes to our mailing list(s), we collect and store their data (an email address plus name and company name, if given) via Mailchimp: secure GDPR compliant software which we use to create and manage our e-marketing campaigns. Where applicable we match the customer's email address with a Planglow account (Planglow account number, sales representative and type of business). Mailchimp allows us to track how the subscriber engages with our email campaigns, for example, if they opened the email, the links they clicked on and how many times they did so. If a subscriber decides to leave - unsubscribe from - our mailing list(s) Mailchimp stores a record of the email address to ensure we uphold the individual’s wishes and do not contact them again. We have a policy of removing inactive subscribers from our mailing lists to ensure we only contact people who remain interested in receiving these updates. 

    Other Mailshots

    From time to time we contact our customers by post. We only send out communications that are of interest to our customer’s business so, for example, a notification of price increases or a copy of our latest catalogue. Communications of this nature are sent to any relevant customers who have made a purchase from us in the 25 month period prior to issuing the mailshot. We use a 25 month period as this is the maximum length of our customers buying cycle (this means that some customers will go as long as two years between purchases).    

    Further Information

    You may also be interested in our Privacy Policy which goes into more detail.

    For further information regarding the GDPR policies of Google, Mailchimp and our social media providers, please visit their respective websites.