TreatBox - FAQs
Setting up your subscription
When you subscribe to receive a monthly TreatBox, you must set up a customer account. This must be done after subscribing and can be done here. (This account must be set up using the email address you used when you subscribed. If this hasn't been set up correctly your subscription will not show up).
Once you have created a customer account you will have full control of your subscription; your account allows you to update your shipping details or credit card details, as well as allowing you to pause or cancel your subscription. If you update your address on your account you must do this before your payment leaves your account. If you do this afterwards then please contact us to confirm which address you would like your TreatBox delivered to, so that we can update your account details on your behalf. If you are unsure about any of this please email firstname.lastname@example.org and we will be more than happy to help.
We can not be held responsible for incorrect shipping addresses, so please do contact us if you are unsure.
Managing your subscription
We know you will LOVE TreatBox, but if for any reason you need to cancel your subscription please follow these instructions.
If you subscribed through the website, you will need to make sure you have also signed up for a customer account here (This account must be set up using the email address you used when you subscribed. If this hasn't been set up correctly your subscription will not show up).
Once this is set up, click on “Manage Your Subscription” and your subscription will show up. Here you can manage your subscription, pausing it at any time, skipping a month, or cancelling your subscription.
If you are subscribed through your PayPal account you will not be able to use the “Manage Your subscription” section via the website, instead you will need to log in to your PayPal account, navigate to the subscriptions area, and find TreatBox in your list of subscriptions. You will be able to cancel your TreatBox subscription from here.
Please note: If you do wish to cancel your subscription, you must cancel your subscription at least 3 working days prior to the date of your direct debit to avoid being billed and receiving the next box
We will automatically bill you and send your gifts out monthly until you tell us to stop. We will take your first payment the day you subscribe, with your first box arriving in the first week of the new month after payment (For example, if you subscribe on 7th June your first box will arrive at the start of July).
Monthly payments will then be taken out on the same day you subscribed (For example, if you subscribe on the 16th, each further payment will come out on the 16th of every month).
"Build Your Own" Boxes
If you order a "Build Your Own" TreatBox you will not be subscribed to any of our subscription services. This is a one-off item and payment will only be taken from your account once and will not reoccur. If you are unsure about what item you have ordered please contact email@example.com.
Discount codes can only be used once and cannot be used in conjunction with any other offer, including our “Build Your Own” boxes and in the “Shop” (unless otherwise stated).
Return shipping address:
2 Sterling Road, St Leonards-on-Sea, GB, TN38 9NW. Please note: you should only do this once you have contacted us first at firstname.lastname@example.org
How do I claim a 10% discount on my first order?
First you must be signed up to the newsletter, once you have done this you will receive a welcome email, which will prompt you to confirm your email address. Once this has been done you will receive another email with a 10% discount code to use on your first order.
Please note: This discount code cannot be added retrospectively to an order and can only be used on your first order.
Can I change something about my order?
We have a 30 minute window for any order amendments that you would like to make after you place your order. Should you wish to make any amendments to your order (such as swap products, change gift messages, change a shipping address, cancel your order, or request a refund) these changes must be requested within 30 minutes of you placing your order on the website.
Please email email@example.com for more information or to request an order amendment.
Can I get a refund?
Our refund policy is 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
If it is within the 30 day limit, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
To complete your return, we require an order confirmation as proof of purchase.
Please do not send your purchase back to the manufacturer.
How are refunds processed?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card, or original method of payment, within 3-5 working days (depending on your individual bank).
What if my refund is late or missing?
If you haven’t received a refund yet, first check your bank account again.
You should then contact your credit card company as it may take some time before your refund is officially posted. If this is unsuccessful then you should contact your bank as there is often additionally processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org and we will be more than happy to check to make sure it has been processed correctly.
Can I get a refund on sale items?
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Can I exchange my purchase?
Our exchange policy is 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email first and send your item to: 2 Sterling Road, St Leonards-on-Sea, GB, TN38 9NW, using a trackable service.
Can I return a gift I received?
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
TreatBoxes come in standard large letterbox size boxes and so you do not have to worry as they slip through your letterbox even if you are not in, so it will be waiting there for when you get home!
***This does depend on your postman and letterbox, however, they do fit through a majority of letter boxes.
If you are shipping an item over £10, you should consider using a trackable shipping service or purchasing shipping insurance. As we cannot guarantee that we will receive your returned item.
Please note: We do not ship our 3, 6 and 12 month TreatBox outside of the UK.
Covid-19 Shipping Update
Due to the ongoing pandemic shipping is taking longer across the UK. As a result, our standard free shipping service is taking between 7 and 10 working days (i.e. Monday to Friday and excluding Bank Holidays), with Royal Mail working a little slower in some areas on account of staff shortages.
Please also note: Due to social distancing rules it is taking longer to pack and dispatch your TreatBoxes. It may therefore take between 1 and 3 days for you to receive a dispatch confirmation email. Please bear with us and we will get your TreatBoxes out to you as quickly as possible!
- Royal Mail 48 - Free - (Approx.) 5 -7 Working days not including weekends.
- Royal Mail 24 /1st Class - £1.95 - (Approx.) 2-3 Working Days, not including weekends.
- Royal Mail 24 Tracked (With email and Text Alerts) - £3.95 - (Approx.) 1-2 Working Days, not including weekends
- Royal Mail 24 Tracked and Signature (With email and Text Alerts) - £5.95 - (Approx.) 1-2 Working Days, not including weekends
Outside the UK Shipping (Currently unavailable due to Covid-19)
Rest of the world Economy Airmail -£6.99 (Approx) 14-21 Working Days not including weekends
Europe 2nd Airmail -£4.99 10-14 (Approx) Working Days not including weekends.
Please note: All delivery times are approximate and items are not strictly guaranteed to arrive within the noted timeframe.
Will I have to pay customs duties on my order?
Any items shipped overseas and incurring any customs charges due to the price or nature of product will be payable by the customer.
Can I get my TreatBox delivered on a specific date?
If you would like your TreatBox delivered on a special day please let us know in the ‘Special Requirements’ box when you place your order. Although we cannot guarantee the exact delivery date we will do our very best to make sure that it is as close to your chosen date as possible. We will also put a ‘Do not open until…!’ sticker on the box to make sure your gift isn’t opened early!
Has my order been shipped?
When we have shipped your orders you will be sent a despatch confirmation email, these can sometimes be filtered into your spam or junk folders by your email provider. If you are unable to find a confirmation email please contact us and let us know and we can investigate this for you.
What if my order is late or delayed?
If you have ordered from us and have not received your order after 10 - 14 working days and haven't received an email from us (please check thoroughly in junk, spam etc), please first check your local Royal Mail depot, as your order may have been taken there by your postman without notification.. If you have followed these steps please send us across an email and we will look into this for you and make sure it is resolved.
If you have not checked the Royal Mail Depot and we receive your order back due to non-collection, there will be an additional postage charge to send your order back out to you. We will then investigate and resolve the issue for you.
Royal Mail says that my order has been delivered but I have not received my order?
If you have received delivery confirmation but you have not received your order please contact us at email@example.com and let us know so that we can carry out an investigation into the whereabouts of your order.
My tracking number isn’t working?
Unless you have specifically paid for a Royal Mail Tracked Service, the number you receive as part of your order confirmation is a reference number and cannot be used to track your order. However, if you have paid for a tracked service and your tracking number is not working, please contact us directly so that we can investigate this for you.
If for any reason there is something missing from your TreatBox please do not hesitate to get in contact by email and we will endeavour to rectify this asap.
Can I update my address?
If you would like to update your shipping address please send us an email as soon as possible (within 30 minutes) to let us know. If you have received a dispatch confirmation email then we have already fulfilled your order and will be unable to change the address. If the address is incorrect we will have to wait for the order to be returned to us by Royal Mail before sending out a replacement.
Can I update my gift message?
If you would like to update or include a gift message you must contact us as soon as possible (within 30 minutes) via email in order for us to include this in your order. As above, if we have started to process your order or if you have received a dispatch confirmation email we will be unable to make changes to your gift message as your order will already have been fulfilled.
Can I order multiple boxes for multiple addresses?
Yes! Please place separate orders for each TreatBox that you would like sent to separate addresses.
Where should I send my Photo for my Photo Coaster/Key Chain/Polaroid?
Please email your photo to Rob@treatboxuk.com and quote your order number. For the best finish the photo should be high quality and ideally square to fit best. We may ask you to supply another photo if needed. Personalised extras are currently taking an extra 2/3 working days on top of your order time.