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FAQs

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COVID-19
Payment
Delivery
Orders
Returns
Account
Other

    COVID-19

    What measures do you have in place to protect staff and customers?

    The safety and wellbeing of both our staff and customers is extremely important to us. 

    Strictly adhering to government guidelines, we have clear social distancing measures around our premises and keep fully up to date with new developments.  Our gift boxes are carefully packed in advance and follow a stock circulation pattern.

    As to be expected under the current circumstances, our courier is most likely to leave your package at your door once answered and take a few steps back to facilitate a contact-free delivery.


    Payment

    What methods of payment do you accept?

    We accept payments from all major debit/credit cards including Visa, MasterCard, Maestro, American Express. We also use accelerated checkouts Apple Pay, Google Pay and Shop Pay. We also accept PayPal.

    I’m having problems paying for my order, can you help me?

    Try an alternative payment method if you have one available or please do drop us a line at hello@ooh-box.co.uk and we’ll do everything we can to help you.


    Delivery

    When will I receive my order?

    Orders with OohBox are carefully gift wrapped on an individual basis so please allow 48 hours for delivery*

    With this in mind, all orders (UK Mainland only) placed with OohBox are sent via Next Day delivery* with our courier.

    We will ship your OohBox for FREE using DPD or Fedex.  For any out of area addresses including Highlands and Islands there are two options, either Royal Mail 1st class signed for at £6.50 or if you want full tracking and visibility on your delivery you can upgrade to DPD at a cost of £12.

    *Exclusions apply.  For Northern Ireland, Isle of Man, Scilly Isles, Highlands and Islands there is a delivery surcharge please ensure that you tick the relevant box at checkout if you are from any of these areas.  Deliveries to these areas may take slightly longer, but usually within 72 hours.

    Do you ship orders internationally?

    Unfortunately not.  Orders can be sent to addresses in the UK only.

    What is your deadline for Next Day delivery?

    As we are a small team we cannot always guarantee next day delivery, however if your order is placed before 12 noon (weekdays) we will do our utmost to get your OohBox delivered next day.  For addresses in remote or offshore areas delivery will be on a 48 hour service.

    Can I choose a specific time for my delivery?

    Unfortunately we cannot guarantee a time however our courier will send you a notification in the morning of the day of delivery advising a delivery window, which is usually within 2 hours.  This service is not available for items sent using Royal Mail.

    Will there be tracking on my order?

    Yes.  When we despatch your order, you will receive a confirmation containing a tracking reference, allowing you to follow its journey.

    What will happen if I’m not home for delivery?

    Usually our courier will attempt to deliver to a neighbour or alternatively, they will re-attempt delivery the next working day.  Please be aware that re-attempts are limited so it is advisable that you provide a suitable delivery address where there is somebody available to receive your parcel. 

    For OohBoxes delivered by post you will receive a card if you are not home to sign.  This will instruct you on how and where you can retrieve your giftbox.  Gift boxes not collected from the Royal Mail will be returned to us.

    Any boxes returned to us will be refunded.  For any boxes returned due to failed delivery such as inaccessibility or no-one to receive then the refund will be for the price of the giftbox only, the cost of delivery will not be refunded. If you still wish to receive the OohBox you will need to reorder. 

    I haven’t received my parcel!  What do I do now?

    Remember you can keep any eye on the progress of your parcel through the network by clicking on the tracking link we send you.  Please remember that as above, on the occasion that our courier can’t deliver your parcel a re-attempt will be made. 

    For Royal Mail deliveries you will be carded with instructions on how and where to retrieve your parcel.

    If you’ve not received your parcel within at least three working days, please do drop us a line at hello@ooh-box.co.uk and we’ll do everything we can to help you.

    What happens if my gift box or its contents arrive damaged?

    We have gone to great lengths to ensure that your gift box and its contents reach you in nothing less than perfect condition. 

    In the event that it doesn’t (and we’re so sorry about this!), please do drop us a line at hello@ooh-box.co.uk and a member of our friendly team will guide you through the next steps.

    Can I get my order delivered to a PO Box?

    Unfortunately not.  Due to the value of our gift boxes, our couriers require a signature/proof upon delivery and delivering to a PO Box does not provide this.


    Orders

    I haven’t received my order confirmation.  How do I get one?

    Please always check your spam/junk filters, just in case this is stuck in the net!  If you’ve carried out these checks and there is still nothing, simply drop us a line at hello@ooh-box.co.uk and we’ll get one sent to you.

    Can I order gift boxes to be sent to multiple addresses?

    Yes, of course you can!  Please be aware though, that each gift box ordered will carry its own delivery charge. 

    Please also note that some parts of the UK may be more expensive to deliver to than others when considering this option.

    Can I make amends to an order that I’ve already placed?

    If you get in touch with us straight away at hello@ooh-box.co.uk, we’ll do whatever is possible to help you however amends cannot always be guaranteed. 

    Please note that changes to addresses may carry a surcharge, depending on the location in the UK.  For more information on areas which carry these charges, please see Delivery FAQ’s.

    Can I cancel my order before it gets delivered?

    Orders may be cancelled however cancellations are not guaranteed.  You will be unable to cancel a gift box once it reaches our courier network however you may return it. 

    Please see Returns FAQ’s section for more information.

    Can I make substitutions to an item in a gift box?

    Unfortunately we cannot change any items within a gift box as each item will carry its own unique value.  On occasion we may substitute an item for one of a greater or equal value and specification in the case of stock shortages.

    I forgot to include a gift note in my order, is it too late to include one?

    Send an email with your message to hello@ooh-box.co.uk and we’ll see what we can do to help.  You must be quick though, as once a gift box has been released for shipping, we will be unable to make any changes.

    As my order is a gift, will the packing slip contain any pricing information?

    Absolutely not!  There are no prices included on any packing slips we send out.

    Do you sell the gift boxes separately, so that I may fill one myself?

    No.  The gift boxes are sold as complete sets.

    Do you sell any items from the gift boxes separately?

    No.  The gift boxes are sold as complete sets.


    Returns

    Do you accept returns?

    Yes we do.  We accept returns for orders which have arrived damaged or are unsatisfactory.

    How do I return my gift box?

    Send your email to hello@ooh-box.co.uk with an explanation as to why you wish to return your gift box and we’ll guide you through the rest!

    When will I receive my refund?

    Please refer to our Refund Policy for further information.

    Will my original postage costs be refunded?

    In the case of damaged items, your original postage will be refunded in full.


    Account

    Do I need to open an account with you to place an order?

    Not if you don’t want to.  Opening an account does give you more information about any orders you place however this is an optional feature and you have the option to checkout as a guest if you wish to.

    I’m unable to log into my account, what should I do?

    Please do try resetting your password in the first instance.  To do this, all you need to do is visit the login page, click 'Forgot your Password?' and follow the instructions.  If this doesn’t work, please feel free to contact us at hello@ooh-box.co.uk and we’ll do all we can to help you.

    I want to remove all of my personal information from your database, how do I do this?

    Simply send us an email to hello@ooh-box.co.uk, giving as much information as you can to identify yourself (for instance, please do try to use the email address you ordered your gift box from) and we’ll ensure you are removed. 

    Once we’ve removed your details, we'll confirm this back to you by return email.


    Other

    Do you share my information with any Third Parties?

    Fully adhering to current data protection regulations, we promise that we keep any information we hold on you private and secure.

    We like to be crystal clear about what we do with your data - the purpose of the data we hold is to fulfil your order.  There is only one instance we need to share your details which is to produce a mailing label for our courier who cannot deliver your gift boxes without one! 

    For more information, see our Privacy Policy.

    Do you accept corporate orders?

    We do!  Complete the Corporate Enquiry form on our website, where we’ll ask you for a few more details and upon receipt we’ll discuss your requirements with you further. 

    Is this a subscription service?

    Absolutely not!  You are not tied into any monthly fees, etc. and we won’t bombard you with emails - we will only send them to you if you ask us to. 

    Simply order your chosen gift boxes whenever you need them!

    Can I have further information about a product?

    Yes of course – just send an email to hello@ooh-box.co.uk stating the product you’re enquiring about and we’ll send the information over to you by return email.