FAQs

We certainly do have our letterbox friendly TreatBox's! 

This will however depend on the recipient's letterbox size, the service used (special delivery is a signed for service), the postie delivering the box and whether you have added larger add on items to your order.

Send to me to hand over in person: If you are placing an order and you want the order to be delivered to you first, so that you can hand the gift over to the lucky recipient, please select - Send to me to hand over in person - We then ship your amazing gift in extra packaging so that you can hand it over with no address labels or tape on it.

Send directly to the recipient: If you are placing an order and you want the order sent straight to the recipient, please select - Send directly to the recipient - this means the gift is sent without extra packaging, straight to their door!

By selecting the correct option, you can help reduce the amount of packaging waste generated and contribute to a healthier environment.

We are constantly designing new things here at TreatBox! Which means things like our boxes may change a lot! Whilst our images will always show our up-to-date boxes, some boxes may differ as to accommodate what is in stock. The Box will also depend on the products picked, larger items will come in our larger flappy boxes, and smaller items will come in our letterbox boxes. All boxes will be designed by TreatBox and come branded. Colours may vary.

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).

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.

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). Please note, The 10% off first orders Discount Code is not valid on any subscription packages or any Advent products.

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.

Sorry for the confusion! Our system automatically sends out shipping confirmation emails with tracking numbers when your order is processed. If you have requested to have your order held back or the Do Not Open date is after 7 days from purchasing, we promise we have your order still with us at TBHQ ready to ship closer to the required date.

Do not fear! We will never include any order invoices/prices/order details within the TreatBox. This will all be emailed to the purchasers via their email address.

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.

For authorised returns, please pack the product carefully in our original packing to avoid damage in transit. Any product returned where we have hand written a gift message or gift wrapped your box this order will be subject to a 25% restocking fee.

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

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.

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 If you order before 3pm Monday to Friday and 10am Saturday we will ship your box the same day. This excludes personalised products. 

Orders placed after these times 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 of our control that can affect delivery, such as Royal Mail Strikes, Bank holiday and Christmas delays.

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

Mainland UK Delivery 

Royal Mail 

Order before 3pm Monday to Friday or 10am Saturday and we will ship your order the same day. 

Royal Mail 48 Tracked | Free | 3-5 days for delivery.

Royal Mail 24 Tracked | £4.50 | 1-2 days for delivery.

Royal Mail Special Delivery | £8.50 | Guaranteed next day delivery before 1pm. 

Royal Mail Sunday Special Delivery | £11.50 | Guaranteed Sunday Delivery.

Royal Mail are now offering Sunday delivery on Tracked 24 orders, this isn't a guaranteed service. There are a small collection of postcodes where Royal Mail do not deliver on a Sunday, see them here.

Please note* 

We can investigate delays 14 working days following your order dispatch
date in line with Royal mail delay policy. Some couriers will require a form to be completed as proof.

Special Delivery

• Royal Mail guarantee to attempt delivery by 1pm the next working day - exceptions apply to some addresses see a breakdown of those addresses here.
• RM 48 and 24 delivery times are not guaranteed, Royal Mail have advised us this isn't a guaranteed service, 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. (Excluding Royal Mail Special Delivery)

• You will be informed about any delays to your delivery via Text or Email from Royal Mail. 
• This service requires a signature for delivery.

• Please make sure that the shipping address is correct. If you have given us an incomplete address, the wrong address, or if you are not in when delivered, your order is unlikely to arrive on time.
• All personalised orders are dispatched Monday to Friday only (except public holidays). Any personalised orders placed after 3pm Friday, or on Saturday and Sunday, will be dispatched the next working day (Monday)
• Orders placed over any Bank Holiday periods will be dispatched the next working day. This includes No Royal mail deliveries on these days.

 

Shipping outside the UK

Please note: Those in Europe may now pay additional local charges to receive goods following the UK’s exit from the European Union on 1st January 2021. Please check with your local customs authorities. Payment of any fees would need to be paid by the recipient to receive their goods and we cannot be held responsible. 

Royal Mail Europe Tracked is £12 delivery time is approximately 5-7 working days.

Currently available in The ROI*, Guernsey, France, Germany, Malta, Spain, Portugal, Italy, Austria, Norway, Netherlands, Denmark, Sweden, Greece, Switzerland and Belgium plus more. Please get in touch if the country you require is not listed and we will be more than happy to help. * We regrettably cannot send alcoholic goods to The ROI due to country restrictions.

Royal Mail Worldwide Tracked is £14 delivery time is approximately 7-10 working days.

Currently available in USA, Canada, New Zealand, China, Australia and United Arab Emirates plus more. Please get in touch if the country you require is not listed and we will be more than happy to help.

Any items shipped overseas and incurring any customs charges due to the price or nature of product will be payable by the recipient and we can not be held responsible. Custom fees can vary greatly and are determined by the customs authorities in the recipient's country. These fees are unpredictable and differ with each shipment.

For express delivery we use Royal Mail Special Delivery, order before 3pm Monday to Friday and before 10am Saturday and we will ship your order the same day.

Royal Mail Special Delivery | £8.50 | Guaranteed next day delivery before 1pm. Please note this does not include Sunday, we ship Mon- Sat only. 

Royal Mail Sunday Special Delivery | £8.50 | Guaranteed Sunday Delivery

• Royal Mail guarantee to attempt delivery by 1pm the next working day - exceptions apply to some addresses see a breakdown of those addresses here. 

If you would like your TreatBox delivered on a special day please let us know in the ‘Gift Message’ 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.

 We can investigate delays 14 working days following your order dispatch
date in line with Royal mail delay policy. Some couriers will require a form to be completed as proof.

If you have not collected an order from the Royal Mail Depot and we receive your order back due to the 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.TreatBox follows a very strict packing process and in the unfortunate event that an item is missing or damaged please contact us within 28 days so that we can rectify this quickly. We cannot provide a satisfactory investigation after 28 days. 

If you need any help or just want to chat, please contact us at hello@treatboxuk.com