FAQ's

You will receive a dispatched email from us as soon as your package has left the warehouse along with all tracking information. We ensure all orders placed by 1 pm will be sent the same day. 

Once your order has been dispatched you'll receive an email with your tracking information. If you have a query regarding your tracking information, please email info@box-y.co.uk. In the event of delays and/or issues please contact us immediately to enable us to rectify the matter as soon as possible. Please note, Box-Y is not responsible for delayed packages.

Please contact us immediately to inform us of the change. If the package has left the warehouse, this may be difficult to amend. If the package is returned to Box-Y, we would be happy to refund the items or -reship the package. Please note, you will be responsible for the re-shipping charges.

For UK customers, please allow up to 5 working days. Although your package may arrive sooner, this avoids any disappointments caused by unexpected delays.
Outside the UK, please allow between 7-14 working days depending on country to receive your package.

We are sorry to hear this; however, we will ensure to handle this with the utmost urgency. Please give a detailed description of the order and issues for us to investigate. Any missing, incorrect, or damaged items must be reported within 14 days of receipt of the order. For damaged items, please send pictures of damaged items to info@box-y.co.uk. 

Please provide us with the discount code you were sent so we can look into this for you. We will probably send you an alternative discount code for the same discount value. If you have paid for your order and then realised the discount hasn’t pulled through, please don’t worry! Just let us know your order number and discount code. As long as the discount code is valid, we will be more than happy to refund you.

Yes. If you wish to cancel you order, please do so within 60 minutes of placing your order by emailing info@box-y.co.uk.

Once we have refunded your order, it can take between 3-5 working days to reach your account.

All products are sold on a non-returnable basis unless damaged or defective. We try to ensure all items are carefully wrapped and protected; however, If you have received a damaged or defective product(s), we ask that you send us an email at info@box-y.co.uk with your order number & a photo as proof of damage.

We will then confirm how to arrange for a refund to be processed or the product replaced.