Thank you for visiting boxfresh.com. We take a lot of care in the quality of the products that we send to you, and want you to be happy with the service you get from us.
If you have any questions or want to get in touch, please contact our Customer Service team between 8.30am and 4pm, Monday to Friday.
UK Telephone: 08456 037 156
For sales and orders: Orders@boxfresh.co.uk
For general enquiries: Enquiries@boxfresh.co.uk
For website feedback:Feedback@boxfresh.co.uk
You may return new, unworn or unused products within fourteen (14) days of delivery for a full refund of the cost of the goods, or an exchange if preferred.
We will only pay the return shipping costs if the return is a result of our error. We reserve the right to reject the returns of goods which are not returned in accordance with our Returns Policy and we may request that you pay for the shipping of such goods back to you. Our Returns policy does not affect your statutory rights.
Please note that these return guidelines only apply to product purchased on the Website. We cannot accept returns of product purchased elsewhere.
1. Please return products in their original packaging, along with your original order form within fourteen (14) days of receipt of your order. You will need to pay for the postage of any items you return. If you are returning faulty, damaged or goods sent incorrectly by us, we will refund your postage costs upon verification.
2. Request a Return Authorisation ("RA") number and a Return Authorisation Form by contacting our Customer Services by sending an email to info@boxfresh.co.uk.
3. Please complete the Return Authorisation Form including marking the RA number on the form and return it with your original order form and the products. We are unable to process your return without the RA number.
4. Please make sure that your return package is packed and sealed securely. Your parcel is your responsibility until it reaches us, so we recommend using Royal Mail Registered Post. We cannot accept resposibilty for parcels that get lost on the way to us.
5. Refunds will be credited to your debit/credit card no later than 30 working days after we receive your returned goods.
6. Products can only be returned by post to the address below:
Boxfresh Returns
Unit 2 Walker Park
Walker Road
Guide
Blackburn
BB1 2QE
7. If you have any other questions simply e-mail us at Enquiries@boxfresh.co.uk.
8. Once we receive your product, your account will be credited.
1. Shipping method and cost
All Boxfresh orders are shipped using a carrier according to the delivery method you choose
2. Standard service
Once your Boxfresh order has been shipped by our Distribution Centre, you will receive a confirmation e-mail prior to completion of delivery. Note: Boxfresh reserves the right to hold any order for security review. Affected customers will be notified.
3. Cost of shipping and handling
Shipping costs are applied to each item purchased and will be calculated and displayed on your order according to the relevant destination of your order.
Please note: Boxfresh only delivers to the locations listed on the Website. Anywhere not listed will not be possible. In such cases, the order will be cancelled and a refund processed.
4. Delivery time
Standard and Express Delivery within the UK
Deliveries are made Mondays to Fridays (except Bank Holidays).
Our delivery service is quick and secure, and someone will need to sign for your delivery. If no-one is around to accept your delivery, our carrier will leave a card so you can arrange another time convenient to you.
Standard Delivery to the UK is £3.95 per order
You will receive your order within 5 working days.
Express Delivery at £5.95 per order
All orders received by 1pm will be despatched on the same working day.
You will receive your order on the next working day. We are only able to offer an Express Delivery service to the UK mainland (excluding Scottish Highlands).
Standard Delivery within the EU £9.95
Deliveries are made Mondays to Fridays (except Bank Holidays).
We endeavour to dispatch all orders within 24hours, however, please allow between 3-7 working days for delivery as external factors may cause delays. Prices shown are inclusive of UK VAT. VAT will be deducted if the delivery address is outside the EU.
Any customs or import duties are levied once the package reaches its destination country. Boxfresh is not responsible for any additional charges for customs clearance, and our customers may pay for these in full. Boxfresh has no control over these charges and cannot predict what they may be. Customs policies may vary widely from country to country; you may want to contact your local customs office for further information. Delivery times may vary due to circumstances beyond our control.
Standard Delivery outside the EU £9.95
Deliveries are made Mondays to Fridays (except Bank Holidays).
We endeavour to dispatch all orders within 24hours, however, please allow between 5-10 working days for delivery as external factors may cause delays. Prices shown are inclusive of UK VAT. VAT will be deducted if the delivery address is outside the EU.
Any customs or import duties are levied once the package reaches its destination country. Boxfresh is not responsible for any additional charges for customs clearance, and our customers may pay for these in full. Boxfresh has no control over these charges and cannot predict what they may be. Customs policies may vary widely from country to country; you may want to contact your local customs office for further information.
5. Questions?
If you have questions about purchasing products from the Website please send an e-mail to Enquiries@boxfresh.co.uk.
Boxfresh has implemented secure socket layer technology, one of the most robust encryption platforms available. Your credit or debit card information will be encrypted from the moment you enter it until your transaction is processed, and will not be saved on a public server.
You need to know a couple of definitions:
A browser is the software that helps you navigate through the internet.
A firewall is software that limits access to computer networks.
A server is a computer where a web Website's information resides.
Certain browser versions and some firewalls do not permit access through secure servers.
Q. I am ordering from outside the UK, will I be charged VAT?
A. We must charge UK VAT on products and postage that are delivered within the UK and EU.
If your products are being delivered outside the EU, we do not apply VAT to your products or delivery charges.
Q. Am I charged for the items as soon as I order them?
A. Once you have placed your order the money will be deducted from your credit or debit card.
Q. How can I pay?
A. You can pay by Visa, Visa Delta, Visa Electron, MasterCard, Maestro, Switch, Solo and American Express.
Q. Is the site secure?
A. We take the privacy and security of your payment and personal details very seriously. Our site uses high-level SSL encryption technology from VeriSign, one of the most advanced security solutions currently available for online payments. You can tell when a page is secure as 'https' will replace the 'http' at the front of the www.boxfresh.com in your browser address window. A small locked padlock will also appear in your browser window.
Q. Why have you used a 2.1% discount and not 2.5%?
A. The rate of UK VAT has changed from 17.5% to 15% from 1st December 2008.
Here is an example of what this means:
- a product with a price of £11.75 has a price of £10.00 excluding 17.5% VAT
- if you take a product with a price of £10.00 without VAT, and apply VAT at the new rate of 15%, the new price is £11.50
- taking the previous price of £11.75 at 17.5% VAT, the new VAT rate gives a saving of 25p (£11.75-£11.50 = £0.25), or 2.1%.
Q. Where does boxfresh.com deliver to?
A. We are able to deliver to most countries in the World, a full list of countries can be found on the Payment and Billing page in the Check-out section. Anywhere not listed can not be delivered to.
Q. What are the delivery methods?
A. There are two delivery options for the UK, Standard Delivery and Express Delivery. For EU and Rest of the World. Please see our Delivery Policy for full details.
Q. Can I nominate a day and time for delivery?
A. If you live in the UK and choose our next day priority service and order before 1.00pm, we guarantee delivery next day (except for Northern Ireland and Scottish Highlands). If you choose the standard delivery option we guarantee delivery within 5 working days within the UK. For deliveries within the EU allow 3-7 working days. For deliveries outside the EU allow 5-10 working days.
Q. What happens if I am not home when the product arrives?
A. If you're not available at the time of delivery, the carrier will leave a card with a contact telephone number, so you will be able to arrange a suitable time for your order to be redelivered.
Q. Will I have to sign for my delivery?
A. A signature is required for all UK Mainland deliveries. If you are not available to receive your products, the driver may ask a neighbour to sign for it, but will always leave a card so you know where it is.
Q. What if I think my order is late?
A. If the delivery date has passed, and you have not heard from us, please contact our Customer Services team by email or telephone.
Q. How do I return a product?
A. To return a product you first need to obtain a Returns Authorisation Number. Please call our Customer Services team on 0845 603 7156 or e-mail us at Enquiries@boxfresh.co.uk
Once you have obtained the number you can then return the goods by post. Your parcel is your responsibility until it reaches us, so we recommend using Royal Mail Registered Post. We cannot accept responsibility for parcels that get lost on the way to us. You will need to pay for the postage of any items you return. If you are returning faulty or damaged goods, we will refund your postage costs.
Products can only be returned by post to the following address:
Boxfresh Returns
Unit 2 Walker Park
Walker Road
Guide
Blackburn
BB1 2QE
Q. What if I need to make an exchange, maybe for another size or colour?
A. If you want to exchange your product for a different size or colour, or even for an alternative style, please let us know and we will cover your additional delivery costs. You still need to contact us in the normal way for a Returns Authorisation Number.
Q. Does the product need to be returned in its original packaging?
A. Yes, in order for you to receive a full refund the product needs to be returned in its original packaging in its original condition.
Q. How quickly will I receive a refund?
A. Refunds will be credited to your debit/credit card no later than 30 working days after we receive your returned goods.