General Information

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About Us

Orders

My order status is complete, does that mean it should have been delivered?

No, status 'complete' simply means your order has been fulfilled by our warehouse team and it's currently on the way to you. 

You will receive a shipping confirmation detailing your tracking information.

I want to cancel/amend my order

We're pretty quick at getting your orders out the door, so if you do wish to cancel your order, please contact us immediately with the following information:

  • Name
  • Order Number
  • Email Address
  • Amendment you require

We will always strive to amend your order before it leaves our warehouse, but we aren't always able to. In this instance, we will do all we can to help out but cannot be held accountable for your mistake.

There is something missing from my order

In the event that you've received your order and you find an item is missing, we may have removed the item due to being out of stock. In this instance, you will be contacted via email and given the option to choose an alternative item.

If we have received no response within 48 hours of this email, the item will be refunded from your order and the remaining items sent.

 

If you haven't received an email notification about an item being out of stock, but you're still missing an item, please contact us immediately with the following information: 

 

  • Order Number
  • Missing Item(s) 

 

Our support team will look into the matter and will resolve the issue for you as quickly as possible.

You have sent me the incorrect item

In the unlikely event you have received an incorrect item, please contact us immediately with the following information: 

 

  • Your order number
  • Which item you have not received 
  • What you have received in its place
  • Photographic evidence

 

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.

Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.

Please do not return any wrongly received goods unless advised by a member of our support team, it may result in a slower resolution time.

I've received faulty item

In the unlikely event you have received a defective item, please contact us immediately with the following information: 

 

  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence

 

Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or exchange.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly. 

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time and we don't always require the faulty item back. 

Delivery

Free shipping

 

FREE SHIPPING CALCULATOR

U.K.

FREE SHIPPING OVER £39 (3-5 DAYS) (GBP)

U.S.A.

FREE SHIPPING OVER $69 (3-10 DAYS) (USD)

CANADA

FREE SHIPPING OVER $169 (5-12 DAYS) (CAD)

AUSTRALIA

FREE SHIPPING OVER $175 (5-12 DAYS) (AUD)

E.U.

FREE SHIPPING OVER €60 (4-12 DAYS) (EUR)

MEXICO FREE SHIPPING OVER $2500 (5-12 DAYS) (MXN)
IRELAND FREE SHIPPING OVER €56 (3-7 DAYS) (EUR)
REST OF THE WORLD FREE SHIPPING OVER £100 (4-14 DAYS) (GBP)
PHILIPPINES FREE SHIPPING OVER ₱6700 (5-12 DAYS) (PHP)

 

Customs & Imports

If you live outside of the EU, you may be susceptible to customs charges in certain areas which will be charged upon the parcel reaching the destination country. 

As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you reside in; payment of these fees is necessary to release your order from customs.

The final value of your order does not include any additional duties required. The carrier, prior to delivery, will inform you of any additional duties if required. 

When selecting our ‘UK Next Working Day’ delivery method, the cut-off point for guaranteed next day delivery is 14:00 GMT. Orders placed after this period will be dispatched the following day.

Any order placed before 14:00 GMT will be posted same day. Orders placed after 14:00 will be posted on the following working day.

When selecting our DHL Express delivery method, orders placed before 15:00 GMT will be dispatched the same day.

BOXRAW has no control over customs and import tax and we can't tell you exactly how much you will be charged as customs and import tax varies widely depending on the country you are situated in.

 

United States of America

The threshold for being charged customs and import tax in the U.S is $800USD. If your order is more than this amount, you will be charged additional customs and import tax. 

If your order is below the $800USD threshold, you will not be charged additional customs and import tax.

 

Canada

The threshold for bringing goods into Canada is around $20CAD. If your order is more than this amount, you are more likely to be charged additional customs and import tax.

International delivery (outside the UK), what are my delivery options?

We have multiple options for international delivery, depending on where you're situated in the world. See below for shipping rates & estimates.


Location

Delivery Service

Estimated Time

Cost 

USA

Standard (Mail)

Up to 12 Working Days

£9.99* (FREE over £56.00)*

 

Express* (DHL)

Up to 3 Working Days

£19.99

 

 

 

 

Canada

Standard (Mail)

Up to 12 Working Days

£11.99* (FREE over £100.00)*

 

 Express* (DHL)

Up to 3 Working Days 

£29.99

 

Europe

Standard (DPD)

Up to 6 Working Days

£3.99 (FREE over £39.00)

 

Express* (DHL)

Up to 3 Working Days

£9.99

 

 

 

 

Australia & Rest of World*

Standard* (Local Mail)

Up to 14 working Days

£11.99 (FREE over £78.00)* 

 

Express* (DHL)

Up to 4 Working Days

£24.99

 

 

*The cut-off time for same day dispatch express delivery is 3pm GMT

*We currently do not ship to; Russian Federation, Serbia, Venezuela, Morocco, Pakistan, Albania or Algeria

*Standard shipping for Rest of World is not available for all locations

*Prices are displayed in US Dollars

What are my delivery options in the UK?

We have two options for UK Delivery, our Standard Delivery and our Next Working Day Delivery. See the table below for rates & estimates.

 

Service

Time

Price 

Cut-Off Time

Standard Delivery (Royal Mail)

3-6 Working Days

£3.99 

N/A 

Next Working Day (Royal Mail)

1 Working Day*

£6.99 

4pm - Monday - Thursday**

 

Delivery times may vary around Bank Holidays & Public Holidays 

*Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands may take up to three working days.

**Orders placed with Next Working Day between Thursday 2pm - Friday 2pm will be delivered the following Monday.

Orders placed with Next Working Day Delivery after Friday 2pm, your order will be dispatched Monday and delivered the following day.

Where is my order?

We aim to dispatch all orders within 1 business day of the order being placed, depending on the shipping method selected, this isn't always possible. 

Once your order has been dispatched, you'll receive your shipping confirmation email containing your tracking information.

With the tracking information provided in your shipping confirmation email, you will be able to follow your order from our warehouse, right up to the moment it is delivered.

Please allow up until your estimated delivery date for your order to arrive. If this date has passed and you still haven't received your order, click here so we can help you further. 

Please note we are unable to assist with any enquiries regarding the whereabouts of your order until the estimated delivery times have elapsed.

Returns

Have you received my return yet?

Once your return has been processed, we will let you know via email. If you've tracked your return as reaching our warehouse but haven't yet received an email, don't be alarmed. Depending on the volume of returns we're experiencing, it can take a few days to be processed on to our system. 

Once you've received your email notification that we've received your return, refunds and exchanges can take a further 5 working days to be processed.

 

If you do have an concerns, click here and get in touch with our customer care team, they'll no doubt be able to answer any queries you may have!

What is your returns policy?

We understand that from time to time that you will want to return an item for any reason. Check out our policy and see if you're eligible to return your item:

  • Item must be returned within 14 days from the day you've received your order, transit times are not included within this time.
  • Item must be sent back with a returns form including your order information, without the returns form, we cannot always correctly identify the customer and may not be able to fulfil your return request.
  • Item must be unworn & unwashed (no distinct odours, blemishes, signs of wear etc.)
  • We cannot accept underwear or socks for hygiene reasons - no exceptions.
  • Items covered in animal/human hair will not be accepted
  • If you've asked for an item which is more expensive than your return, we will contact you upon receiving the return to process the additional payment
  • All items are thoroughly inspected before any action is taken
  • Returns can take up to 10 days to process, so don't be alarmed if you've tracked your return as delivered but haven't heard from us yet
  • Any items bought in conjunction with a offer (e.g. 2 t-shirts for £XX) can only be returned to exchange for a like-for-like item, unless all items in included in the offer are returned
  • Items received after the 14 day returns period will be eligible for store credit only.
  • If you received a free gift with your order and return an item you must also return the gift or else you will be invoiced for the face value of the gift. 

 

If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in. 

If your return breaches our terms you will also be liable for the cost of delivery to return the item back to you.

 

Any items purchased at an exhibition can only be returned for a like-for-like product or store credit, we will not be able to provide a cash refund.

I'm an international customer (outside of the UK), how do I make a return?

If you're based outside of the UK and would like to make a return, we recommend returning your order via your local postal service on a standard service. Please keep all postage receipts, just in case your order is lost in transit. 

 

*** IMPORTANT ***

You must state the goods are being returned on your customs declaration form (your local post office or courier will have this).

Unfortunately we cannot accept goods that have not been declared as a return on the customs form.

 

Remember to include a returns form in your package so our returns team know exactly what to do once we've received it! If a returns form wasn't included in your package, you can download one here. 

Once we've received your return back in our warehouse, our returns team will be in touch via email informing you of what action has been taken.

 

Returns Address: 

 

BOXRAW Returns

OCS

Unit 1b

4020 Siskin Pkwy East

Coventry

CV3 4SU

West Midlands

United Kingdom

I'm in the UK, how do I make a return?

If you need to return anything please print off your Royal Mail Label. Returns must be received by our team within 14 days of your initial inception. 

You are not obliged to use our free returns service we offer, but should you choose not to, you will be completely liable for the cost of returning your goods.

You are not obliged to use our free returns services we offer, but should you choose not to, you will be completely liable for the cost of returning your goods.

Please also remember to include a returns form inside the parcel so our returns team know exactly what to do with it. If there wasn't one included in your parcel, you can download a form here.

 

To check out our returns policy, please see above.

 

Payments, Promotions & Gift Cards

How can I pay for my order?

You can pay for your order by using any of the following payment types: 

 


 

We take fraud very seriously meaning all payments will be subject to security checks put in place by BOXRAW and also the card provider.

 

In the event that your payment has failed 1 or more security checks, you will be contacted by a member of the Customer Care Team who may ask for further identification in order to release your order. Failure to provide the information we require will result in your order being cancelled and refunded.

 

If you're paying with a gift card, check out our section on gift cards below for more info.

My discount code won't work

Please ensure you're entering the discount code in the box titled 'Discount Code' then hit 'Apply Discount'. It must be entered in the same format you have received it in.

 

Discount codes must be applied upon checking out as we can't always apply them once your order has been placed. 

 

You can only use one discount code per order. 

 

Still having trouble? Get in touch with our Customer Care Team and they'll help you out.

Answer

This item was on sale previously, can I get it at the sale price?

If a sale is on, we will clearly state when the sale is due to end. After the sale ends, the item may go back to it's original price, in which case, we will not be able to honour the price it was displayed as during the sale.

 

As much as we love a good sale, unfortunately, they have to come to an end.

I've received a gift card, what now?

You can use gift cards in two ways: 

 

  • You can redeem the gift card to your BOXRAW account and it will remain here as store credit. To do this, simply log in to your BOXRAW account and select the 'Gift Card' section. Enter the gift card code and hit 'Redeem Gift Card'. Yup, easy as that. 

 

  • You can keep the gift card code and enter it manually upon checking out. This is easy, however, if you lose your gift card code, we will not be able to replace it. 

 

Gift card do not have an expiry date so you can use them for as long as BOXRAW is still in business, use your gift cards wisely. 

 

If you've received and gift card and it isn't working, contact us immediately and we'll get back to you with a solution as soon as possible. 

 

Any orders placed using a gift card are unfortunately non-refundable. You're welcome to return the order for an exchange, but we will not be able to reimburse the amount back on to a gift card.

An item I own is now a lower price, can you refund me the difference?

As an online retailer, our prices will occasionally change depending on demand, stock and upcoming sales without prior warning. This being the case, we are not able to refund the difference.

Account

I need to update my address

When you've logged into your account, you'll be straight on to your account dashboard. At the bottom of your page, you'll see the option to 'Manage Addresses', click on this and you'll be given the option to amend your Billing & Delivery address.

I have forgotten my password

If you've forgotten your password, click 'Forgot your password?' on the login page. You'll be asked to enter your email address, to then be sent an email with instructions on how to successfully reset your password.