Customer service: +49 (0)7531 7140860 (at the usual local rate from the British fixed and mobile network)
available Monday - Friday 8:00 a.m. - 4:00 p.m


We are happy to answer the most frequently asked questions about our products and services in our FAQs.

product and range

We will be happy to send you product samples for a fee of £ 8.-. Here you write us a short e-mail to samples@rivapack.co.uk stating the desired article number and your delivery address. Of course, we will deduct the flat-rate fee paid by you from your next order with a credit note in the amount of the flat-rate fee.

Yes, our customer service is available by phone from Monday to Friday from 08:00 to 16:00 at +49 (0)7531 7140860 available.

We are open and grateful for your suggestions. We may be able to provide you with sources of supply from our partner companies, or we will use your information as an opportunity to expand our range with this product. Please feel free to contact us by telephone or via our e-mail address.


That’s no problem at all. You can enter a delivery address that differs from the billing address on the way to the checkout. This address remains in your customer account. You can add more and use them again for future deliveries.

With the shipping confirmation we sent you a tracking link to the shipping company. There you can check the status of your delivery. You will also find the tracking link to the shipping service provider on the delivery note in your customer account.

If you have selected the payment method “prepayment by bank transfer” – we will first wait for the receipt of payment and can only then ship. If we have adjusted the payment method due to a credit check, you will receive information from us by e-mail.

If items are exceptionally currently not available, we will inform you either in writing by e-mail or by telephone.

We deliver to private delivery addresses with DHL. DHL also delivers to private addresses on Saturdays. However, the prerequisite is that we receive your order on time. Business delivery addresses are usually served with DHL or a forwarding company. Saturday delivery is not possible here.

Basically, a shipment with DHL is delivered within a few days – so that orders that reach us on weekdays before 1 p.m. are delivered in most cases within 3 – 5 days. If it is even faster, please contact us – we will then try to organize an express delivery for a small shipping cost surcharge.

Invoice and Accounting

If you have not received your invoice with the goods or by post/e-mail to your billing address, you can access it at any time in your customer account. For this you have to log in.

We ship our goods from our central warehouse in Germany. For deliveries to Great Britain, orders are subject to customs duties and import taxes. For orders, we naturally assume the customs and import taxes incurred, which are charged directly to us by our logistics partner DHL. You will therefore not receive any additional customs and import tax invoices.

VAT in the UK is currently 20.0%. The value added tax is shown as included in the checkout process and is also shown separately as plus on the invoice, which you will receive from us by e-mail.

Complaints & Returns

We have created a complaint form for you so that you can get an ideal solution to your complaint as quickly and with little effort.

After filling out the form, we will receive an email with the details of your complaint. This form can be used individually.
By filling out the form completely, the best individual solution will be achieved as quickly as possible.

Please note that the replacement delivery for your complaint is accompanied by an invoice that proves it.
After the complaint has been received and processed, the invoice will be written off with a credit note and is therefore not to be paid.

If the complaint is not returned or if it is rejected, the outstanding claim remains.