This is a guide that explains everything you need to know about our subscriptions and single purchases. Many other questions are also answered in our FAQ page, so if what you’re looking for isn’t here you will likely find it there. If your question isn’t answered on either page, you can always get in touch with us using our order support form.
1. Single Purchases
If you purchase a single purchase it means that you will be billed immediately and the amount will be deducted out of your account and you will receive the one box. This is a one off payment, and you will not be automatically billed again for this the following month. You will be able to purchase a single purchase when we are in stock, if we are not in stock you will need to check our newsletter and social media for announcements of when we will be back in stock. For single purchases we accept credit/debit card and PayPal payments.
We recommend single purchases if you prefer to pick and choose which boxes you would like to purchase based on the theme of the month and don’t want automatically recurring payments. This does mean that if the boxes sell out before you get a chance to purchase one you might miss out.
Please note that you cannot change your shipping address through your account for single purchases, as if you update your address in your account it will not carry through to your single purchase order. If you get in touch with order support before the 1st of the shipping month they will be able to change it for you.
2. Subscriptions
If you subscribe to one of our automatically renewing subscription plans, it means that you will have payments automatically deducted from your account. You will automatically receive a box every month and you don’t need to worry about missing out as your spot will be secure.
2.1 When you can subscribe
Every month we will announce when spots will open up for single purchases and subscriptions and it will usually be around the 10th of the month – this can vary depending on the month so please make sure you check our website and social media platforms for announcements. You can subscribe once those spots have been made available in our online store until the spots run out – we have a limited amount of spots available each month.
For example, subscription spots for December will open up around the 10th of November as we open for spots around 1 month before shipment day (for more information on shipment dates please see section 3.1). If you don’t manage to subscribe before we run out of spots, there might be an opportunity to purchase the box as a single purchase after the 1st of the month when subscriptions renew, however, you will not be able to start a subscription. This is because those spots will open up after the renewal/billing day, which in this case would be the 1st of December (our billing day is always the 1st of the month). If you wanted to start a subscription, you would need to wait until the January spots are available for subscriptions.
2.2 What kind of payment methods we accept
We currently only accept debit/credit card payment methods for subscriptions. We understand that PayPal is the preferred method for some people, so we do offer a PayPal payment option but only for single purchases. You can change and edit your card details anytime in your account page. Please make sure that if you add another payment method to your account that you also make it your default payment method.
2.3 How payments with subscriptions work
When you subscribe, you will not be billed until the 1st of the next month, which is our billing day. For example, if you subscribed for the December box on November 15th, you will not be billed until December 1st. If you have a monthly plan you will have the cost of one box including shipping billed on the 1st of every month until you cancel.
If you have a 3 month plan you will be billed for 3 boxes including shipping, and the total will be deducted in one payment (so you will pay for 3 months worth of boxes in one upfront payment). You will be billed every 3 months, which is 4 times a year.
If you have a 6 month plan you will be billed for 6 months including shipping, and the total will be deducted in one payment (so you will pay for 6 months worth of boxes in one upfront payment). You will be billed every 6 months, which is 2 times a year.
You can see how much shipping costs in our shipping guidelines.
2.4 How to make sure your subscription is active
It is very important for you to have the sufficient funds in your account on the renewal billing day. If the payment doesn’t go through you could lose your spot and risk your subscription being cancelled. Please note the following billing days:
- Monthly subscription: you will be billed every month on the 1st
- 3 month plan: you will be billed once every 3 months on the 1st
- 6 month plan: you will be billed once every 6 months on the 1st
2.5 What to do if your payment didn’t go through on renewal day
If your payment didn’t go through on renewal billing day please get in touch with us using our order support form here. This does not necessarily mean that you have lost your subscription spot. The sooner you get in touch with us the better.
2.6 How to skip a month or cancel your subscription
We currently do not allow people to skip and then reactivate their subscription because we have a limited amount of boxes available and need to keep an accurate stock. Therefore, if you would like to skip a month, you will need to cancel your subscription in your account settings. You can resubscribe anytime if spots are available, but you will need to sign up to a new subscription here. If spots for subscriptions are not available you will need to wait until they open up – we always announce this through our newsletter, social media and website.
3. Shipping
We offer multiple shipping methods to different countries and it is your responsibility to keep your shipping address up to date and know what to expect with the different shipping services that are explained below.
3.1 When to expect your box every month
Every month we ship our boxes around the 20-25th, but if we can get the boxes out sooner we will. Once the box ships, you will receive a shipping confirmation email with a tracking number. If you have standard untracked service you will only get a shipping confirmation and you will not get a tracking number.
3.2 What is the current status of my order ?
Your Account Page will always show the status of your subscription and your orders.
Your subscription can have the following status:
- Active: the subscription will renew at the next renewal date and automatically trigger an order
- On-Hold: the subscription is on hold and will not renew at the next renewal date. A failed payment usually places a subscription on hold. Subscriptions that are on hold can be reactivated.
- Pending cancellation: the subscription has been cancelled and cannot be reactivated again. The cancellation will be confirmed before the next renewal date.
- Cancelled: the subscription has been cancelled and cannot be reactivated.
Your order can have the following status:
- Processing: your order has been receive and the payment was successful. Processing orders are orders that are being prepared to be shipped.
- Ready for shipping: your order has been processed and is waiting to be picked up by the shipping carrier.
- Shipped: your order has been handed over to our shipping carrier and is on its way to you.
- Refunded: your order has been refunded. You will receive an email explaining the refund.
- Completed: when you start a new subscription, an order of £0.00 will be created to test your payment method. This order will be marked as completed if the payment method is valid and your subscription will be activated.
- Cancelled: your order has been cancelled and will not be shipped. You will receive an email explaining the cancellation.
- Pending payment: some payments might take a few minutes to be completed. The status “pending payment” indicates that the payment is not completed yet.
- Failed: your payment for the order has failed. This can be due to various reasons (e.g. invalid billing address, expired debit card, not enough funds available, etc.).
- Ready for shipping: your order is being prepared for its shipment and should be shipped within a few days.
3.3 When to expect your tracking number and shipping confirmation
Your box will typically ship around the 20-25th of each month and you will receive your shipping confirmation shortly after your box ships. Please note that if you did not select tracked shipping you will not receive a tracking number.
3.4 Keeping your shipping address up to date
It is your responsibility to make sure that your shipping address is up to date and that someone will be available to pick up the box when it is delivered. If you have moved or made any changes to your address, you will need to update this in your account settings by the 27th of the month before. Please note that if you have a 3 month or 6 month prepaid subscription, we will need to update your address manually for you. In order to do this please get in touch with us through order support. This is because subscriptions get renewed on the 1st and if you don’t change your address before the renewal date it will renew using your old address. Please note that if you move to a different country your shipping fee may be subject to change. When you update you address, please make sure you tick the box that says “Update the shipping used for all of my shipping subscriptions” as shown in the image below:
3.5 What to expect with Tracked Shipping
For most European countries and for the US and Canada we only offer tracked shipping. For all other countries, we give you the option to either select tracked or untracked shipping but we always recommend tracked shipping. You can find the prices and options in our shipping guidelines. Please note that we cannot send boxes to a PO address on a tracked service, so it’s better if you put a home/work address.
On a tracked service, you will receive an email with a tracking number and if anything happens to your box you will be fully covered and your box is insured. Please read our Terms and Conditions for more information on what you are covered for. Usually on a tracked service boxes take 1-2 weeks to reach you, but unfortunately if they get delayed through customs it can take up to 3-4 weeks and it is something out of our control. Please note we cannot sent boxes to a PO box address on a tracked service.
3.6 What to expect with Standard Untracked Shipping
On a standard shipping service, your box will be untracked so you will not receive a tracking number and your box will not be insured. We offer tracked shipping for most locations, and we always recommend tracked shipping over untracked shipping. You can find the prices and options in our shipping guidelines. On a standard untracked service, you can expect your box to arrive between 2-4 weeks. In the event that your box is undelivered or lost in the mail we do not offer any compensation or refunds as the box is not insured or tracked. Please read our Terms and Conditions for more information on what you are covered for.
4. Losses or damages
We do our best to make sure our boxes arrive in your hands in the best condition possible, and although it doesn’t usually happen it unfortunately is possible for boxes to sustain damages through transit. In the event that your box has sustained damages or not been delivered, please refer to below.
4.1 An item inside your box has arrived damaged
In the event that one of the items in your box has arrived damaged, please let us know within 48 hours of receipt using our order support form and we will get in touch. Please note that you will be required to provide photographic evidence and we handle each case on a case by case basis.
4.2 An item inside your box was missing
In the event that one of the items in your box was missing, please let us know within 48 hours of receipt using our order support form and we will get in touch. We handle each case on a case by case basis.
4.3 Your tracking says the box has been delivered but it has not
In the event that one of the items in your box has arrived damaged, please let us know within 72 hours of the tracking updating to “delivered” using our order support form and we will get in touch. We handle each case on a case by case basis.
4.4 Your box has not arrived and it has been over 3 weeks since the dispatch date
In the event that your box has not arrivedand it has been more than 3 weeks since dispatch date (regardless of whether or not you do or not have tracked shipping), please get in touch using our order support form and we will respond in a timely manner. We handle each case on a case by case basis.
