This is a manual 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.
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.
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 15th 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 15th 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 November (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 How payments with subscriptions work
When you first subscribe, you will not have any money deducted from your account and you will receive an email saying the total is “0”. This is because you will only have the money deducted from your account on the 1st of the month. For example, if you subscribed on the 15th of October, that means you will not be billed until the 1st of November for the November box, then you will be billed on December 1st for the December box. You will only be billed on the 1st of the month that you are receiving the box. The amount you will be billed depends on which subscription plan you signed up for.
2.3 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
2.4 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.
2.5 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 15-20th, if we can get the boxes out sooner we will. Once the box ships, you will receive a shipping confirmation email and if you have tracked shipping you will receive a tracking number in a separate email. They don’t get sent at the same time so don’t worry if your shipping confirmation has arrived but your tracking number hasn’t yet, it can take up to 72 hours. If you have standard untracked service you will only get a shipping confirmation and you will not get a tracking number.
3.2 When to expect your tracking number and shipping confirmation
Your box will typically ship around the 15-20th of each month and you will receive your shipping confirmation shortly after your box ships, and if you have tracked shipping you will receive a tracking number in a separate email. These emails do not get sent at the same time, and tracking numbers go out a little slower so please allow 72 hours for your tracking number to come through. Please note that if you did not select tracked shipping you will not receive a tracking number.
3.3 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 3rd of the month. After this date, we will begin packing the boxes and it will be too late to change your address. Please note that if you move to a different country your shipping fee may be subject to change.
3.4 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.
3.5 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 unlikely event of any losses or damages, we take every case on a case by case basis and cover the boxes up to 50% of their cost as the boxes are not insured on that service. 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.
