Refund policy

Return and Refund Policy
We hope you love your Box+Betty order but if you need to return it, please see our return and refund policy below:

All items must be returned within 14 days of receipt of your order.

To be eligible for a return, your item must be in the same condition that you received it.  Your item must be unworn, unused, unwashed, not modified in any way and in its original packaging. You will also need the receipt or proof of purchase.

We reserve the right to refuse a return that does not comply with the above conditions.

Please note that Box+Betty does not cover the postage costs of returned items. Any charges incurred for returning goods to us are the responsibility of the customer.

Process to submit a return request 

To start a return, please click on the link below. 

https://account.boxandbetty.co.uk

Click the profile icon in the store's navigation, or use the link on this page, and then request a return.

To log in to your account:

1.  In the "Email" field, enter your email address, and then click "Continue".

2.  In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

3.  Go back to our store, and then enter the six-digit verification code.

4. Click the order that you want to submit the return for.

5. If your order has more than one item, then select the items that you want to return.

6. Select a return reason and add a note for our store.

7. Click "Submit request".

If your return request is approved, you will receive an email with shipping instructions.
 
Items sent back to us without first requesting a return will not be accepted. 

The return postage costs and care of the goods are your responsibility until they reach us. Please ensure that you obtain a proof of postage receipt for your return and keep this safe until we have confirmed that your refund has been processed.  We advise that you insure the parcel for the value of the goods and use registered post, recorded delivery or another secure method of delivery from a reputable carrier.  When your return has been processed, we will send you a confirmation email.

We regret that we cannot be held responsible for non-delivery of returned goods. If you intend to return an item, please follow the returns process, as outlined above, as soon as possible.

Refunds will be made to the original method of payment.

Please direct any return questions to us by email at info@boxandbetty.co.uk.

Returns Timeframe
Returns sent back to us outside of the 14-day returns policy may be accepted at the discretion of Box+Betty.

Refunds
We will notify you once we have received and inspected your return, and we will let you know if the refund was approved or not. Please allow up to 48 hours for the quality review to be completed.

If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
 
If more than 15 business days have passed since we have approved your return, please contact us at info@boxandbetty.co.uk.

Returning gifted items
At present we do not offer gift receipts.  The person who made the original purchase will need to request a refund and, if accepted, the refund will be made to the original payment method and a confirmation sent to the person who made the original purchase. 

Order Cancellation
All orders can be cancelled within 15 minutes of placing the order by contacting us at info@boxandbetty.co.uk.

We are unable to cancel your order if it has already been processed by us or dispatched. In such cases, we request that you return your order using the instructions set out on this returns page.

Damages and Issues
Please inspect your order upon receipt and contact us immediately at info@boxandbetty.co.uk if the item is defective, damaged or if you have received the wrong item, so that we can evaluate the issue.

Please take care when trying on your garments.  We advise removing all jewellery, deodorant and perfumes when trying on your garment for the first time.  Any items returned as faulty will be inspected by our Team.  Any items returned to us that are damaged due to wear and tear will not be considered faulty and will be returned back to the customer. Examples of wear and tear are pulled fabric, fabric snags, fabric bobbles, worn garments, garments washed incorrectly and stained or soiled garments.

Unfortunately, we cannot accept returns on sale items.

Exchanges
We do not offer exchanges. The fastest way to ensure that you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We produce limited quantities of each of our collections to limit waste and our impact on the environment therefore we cannot guarantee an item will still be in stock by the time your item is returned.

Consumer Contracts Regulations Policy
If you are in the European Union, under the Consumer Contracts Regulations Policy, you have the right to cancel your order within 14 days of receiving your goods.  You also have the right to cancel your order at the point of sale.  Please email us at info@boxandbetty.co.uk in the first instance, so that we can arrange for your order cancellation.   If your order has already been dispatched, you will not be able to cancel it before it reaches you.  In this instance, please return your items using our returns policy. As above, your item must be in the same condition that you received it. Your item must be unworn, unused, unwashed, not modified in any way and in its original packaging. You will also need the receipt or proof of purchase.

If you are eligible to cancel your order under the Consumer Contracts Regulations Policy (instead of following our returns policy) you will need to pay the costs of sending your order back to us.  We will refund the standard postage costs you paid as part of your order.  We will not refund any postage costs if you cancel after the 14 day period allowed under the Consumer Contracts Regulations or if you only cancel part of your order.  

International Returns

Please be aware that any items being sent outside of the UK may incur local import duties/taxes. Payment of such duties and taxes are the responsibility of the customer.

Any shipping costs associated with returning any item are the responsibility of the customer. If the customer decides not to accept the package, there will be a return shipping/administration fee of £35 which will be withheld from any refund.

Important information for International customers: Please mark returned packages 'Returned Items' with a domestic sale value of '£0'. If this information is not included on the package and customs form, other import charges and taxes may be incurred. If you do not include this information, your return will take longer to process and may incur a charge.