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.

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

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

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.

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. 

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.

How do I print my labels?
You can use any internet connected device and a desktop printer to print your catering labels using our online labelling application LabelLogic Live. 

How do I access your LabelLogic Live software and what does it cost?
You'll need a subscription to the LabelLogic Live app (you'll find details of our subscription plans here).

You will receive an email from Planglow with your login details and a link to the subscription page within 24hrs of signing up, here you will be asked to create your own password. Once 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. If you are unsure what to do, simply contact our friendly support team on 0117 317 8600 and press 2 for support.

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 much is LabelLogic Live?
LabelLogic Live is offered on a subscription basis with one and twelve month subscription packages available. Prices start at £20 per month (Ex VAT). Please see here for more information.

You may also like our Technical FAQS here.

How many labels will I get?
There are 500 A4 sheets of labels in a box and 100 A4 sheets in a pack (some of our seasonal labels come in a pack to avoid wastage) so the number of labels you'll receive in total depends on the size of the label / how many we can fit on a sheet. If you check the fact files for each product in our shop you'll see how many labels you'll receive.

Will the labels come preprinted?
Our labels come with just the label design, any over print (e.g. title, description, price etc.) must be added using our app.

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 Live 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.

Shop Roll Labels.

Shop Sheet Labels.

You can purchase many of our products through the distributers below. We can also continue to supply you direct if you prefer, however, a local supplier offers the benefit of  reduced carriage costs.

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

Download our guide to the regulations here.

Want to add calorie information to your labels and ticketing? See our 'How To' blog post here.

We are proud to offer quality paper-based 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.

Utilising paper from sustainably managed forests, 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 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.

We tested our bags up to 2.2kg however, 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. 

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. 

For more information on what this means, please see the Sustainability section of our website here. 

You can also see which of our products have been certified here. 

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

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.

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.

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.         

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.