| EXISTING ORDERS |
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| TRACKING YOUR ORDER |
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| How can I check up on my order? |
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| You can log in to your account here at any time to view the status of your order, and see any notes that our staff members may have added on. You will also receive an email when your order is dispatched (please note - this may go to your spam or junk mail folder). Currently there is no tracking on deliveries for UK orders (unless your order was very heavy or oversized and sent by courier), and for orders outside of the UK, tracking is only available if you select the Registered Airmail option at the checkout. |
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| What if I’m out when my order arrives? |
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| The delivery person will either leave it with a neighbour, or post a slip giving instructions for arranging a re-delivery or collecting it from your local post sorting office. Other countries may have different procedures for this. If you don’t want to miss your delivery, we recommend having it sent to an address where someone is always in, such as to a workplace or a relative. |
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| My order hasn’t arrived yet, what shall I do? |
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| If your order doesn’t arrive in the expected time, please contact us for information on what to do next. To determine that a parcel is definitely lost, we generally ask that customers allow 10 days from dispatch for orders sent within the UK, and 4 weeks for orders sent out of the UK, before we are able to send a replacement order or issue a refund. If an order tracks as delivered then there may be extra processes in determining the loss of an order including starting an investigation with the postal system. |
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| RETURNS & EXCHANGES |
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| What is your policy for returns and exchanges? |
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| We’re confident you’ll be delighted with every purchase from ARTBOX.co.uk, however we’ll understand if you change your mind and would like a refund or exchange. Please contact us within 14 days of receiving your order. We’ll then advise you how to go about returning the item(s) to us, as long as they are still in their original and unused condition, with all packaging and tags. |
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| We try to make sure all your items are packed safely and securely but sometimes things can get bumped during transportation. If an item has arrived damaged or any faulty item received, please contact us within 14 days of receiving your order. |
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| Small manufacturing marks, imprints or additional fibres that do not greatly impact the usability or looks of the item will not be treated as refundable defects - subject to individual evaluation.
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| It is the responsibility of the customer to ensure that items are returned safely, so please use a registered service and/or keep all posting receipts to allow you to make a postal claim for damage/loss if necessary. |
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| What happens next? |
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| Once we’ve received the item(s) back in their original condition, we’ll initiate a refund within 48 hours, via the method you used to pay. If you requested an exchange and the cost of your new item(s) is different from the cost of your original item(s), we’ll refund or charge you the difference appropriately. It’s vital to include your order number with any returns. |
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| Cancellation before dispatch |
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| If you wouuld like to cancel your order and it has not been dispatched yet, please email us ASAP. Please note that a non-refundable transaction fee is charged to us by our payment provider, and this will be deducted from your refund. |
