FAQs

 You will receive an email confirmation with your tracking number once your order is on its way so you can look forward to its arrival.

Build your Own TreatBoxes & Ready-to-go TreatBoxes are shipped within one working day. If you order before 3pm we will ship your box the same working day. (Monday to Friday only) This excludes personalised products. 

Orders placed after 3pm will leave us the next working day. 

We will always do our utmost to ensure your order reaches you within the delivery times stated, however please note there are occasions where factors outside our control can affect delivery, such as Royal Mail Christmas delays.

The below times are a rough guideline and are not guaranteed times, this is not a guaranteed service. 

Within the UK is as follows:

24 Tracked - 1 Working Day Processing - 1-2 Days Delivery - £3.95

48 Tracked - 1 Working Day Processing - 3-5 Days Delivery - Free

We will always notify you if there ever are any delays on your order.

Monthly TreatBox shipping times are dependant on when you subscribe or place the order. If you have joined us today for a monthly TreatBox, we work a month behind so, for instance, any subscriptions placed in January will then be shipped on the last day of January to arrive at the start of February.

Please contact us if you are unsure, and I will be more than happy to help 

For express delivery we use DPD Next Day Delivery, order before 3pm and we will ship your order the same day | Monday to Thursday only. 

DPD Next day delivery - Next day delivery costs £6.50 and is available Monday to Friday for orders placed by 3pm (excluding public holidays for England). Delivery is with the courier DPD and you will receive a text message on the day of delivery with a one hour delivery window.

DPD Saturday and Sunday Delivery - This service costs £9.50 and is available for orders placed by 3pm Fridays for Saturday delivery and 10am on Saturdays for Sunday delivery. This excludes if the delivery day falls on a public holiday. Delivery is with the courier DPD and you will receive a text message on the day of delivery with a one hour delivery window.

Please note that delivery times are not a guarantee. We will always do our utmost to ensure your order reaches you within the delivery times stated, however please note there are occasions where factors outside of our control that can affect delivery, please check DPD website for delays. You will also be informed about any delays to your delivery via Text or Email from DPD.

Express delivery is not available to non-mainland UK addresses

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 hello@treatboxuk.com 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.

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).

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 hello@treatboxuk.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). 

I FORGOT TO PUT MY DISCOUNT CODE IN, WHAT CAN I DO?

Unfortunately once an order has been processed we are unable to add the discount code.

First you must signed up to the newsletter via the Let's Stay Connected section on our website, once you have done this you will receive an email, which will prompt you to confirm you wish to subscribe. Hit subscribe!

Once this has been confirmed you will receive a Welcome email with your 10% discount code to use on your first order. Give it a few moments, and check spam folder.

Please note: This discount code cannot be added retrospectively to an order and can only be used on your first order.

We try to allow a 30 minute window for any order amendments, which cannot be guaranteed.

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 hello@treatboxuk.com quoting your order number and the full information to request an order amendment and we will try our very best to help.

Of course! If you have changed your mind we are happy to refund your order, providing: Our refund policy is 28 days, you must notify us within 14 days of receiving your order and return your order to us within 28 days.

If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

If it is within the 28 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.

1 Maunsell Road, St Leonards on Sea, East Sussex, TN389NL. Please note: you should only do this once you have contacted us first at hello@treatboxuk.com

Only regular priced items may be refunded, unfortunately sale items or Black Friday Lucky Dip Bags cannot be refunded.

No, sadly personalised items can not be refunded this is due to the fact this product has been created for you and we are unable to resell.

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).

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 hello@treatboxuk.com and we will be more than happy to check to make sure it has been processed correctly.

Our exchange policy is 28 days. If 28 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: TreatBox Ltd, 1 Maunsell Road, St Leonards-on-Sea, GB, TN38 9NL, using a trackable service.

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 postal worker and the recipients 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.

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!

 24 Tracked - 1 Working Day Processing - 1-2 Days Delivery - £3.95

48 Tracked - 1 Working Day Processing - 3-5 Days Delivery - Free

Outside the UK Shipping

(Currently unavailable due to Covid-19 and Brexit updates)

Rest of the world Economy Airmail - £9.95 (Approx) 14-21 Working Days not including weekends

Europe 2nd Airmail -£7.95 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.

Any items shipped overseas and incurring any customs charges due to the price or nature of product will be payable by the customer.

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!

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.

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.

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.