COMPANY

Does The Cambridge Box Company have any high street shops? Can I place an order over the telephone?

We are solely an online retailer as we believe this is the best way to get the highest quality products to you at reasonable prices.

Where are you based?

We are a UK Company. We are registered in the UK and all of our Company details can be found here.

Are you VAT registered and can I get a VAT receipt?

We are registered for VAT in the UK with a VAT number of 279 4114 82.

How secure is your website?

Your need for privacy is a priority. Because of this, we have taken the appropriate measures to secure all confidential information provided when making purchases. SSL (Secure Socket Layers) is used to safeguard against hacker intrusion. Any information provided for the purpose of processing an online order remains private and will never be sold to outside parties.

Is my personal information kept private?

Any information that you share with us is private and confidential. At no point will we sell your personal information without your consent, except as required by law or to fulfil an order contract with you. Please read about our Privacy Policy here.

What should I do if I am having difficulty with the website?

We take pride in the performance of our website but sometimes we hear from people who have had problems getting through. In our experience, performance problems on the Internet can occur for a variety of different reasons, including the time of day, congestion on the Internet itself, problems at an individual Internet Service Provider, or problems at a website.

We'd like to encourage you to try us again soon, and if the problem persists please email us at howmaywehelp@thecambridgeboxcompany.co.uk and we will endeavor to find out what is causing it.

What are your Terms and Conditions?

Find out more about our Terms & Conditions here.

How can I give feedback?

Please contact us at howmaywehelp@thecambridgeboxcompany.co.uk. We hope they are positive comments but also would love to hear of any ways you believe the product or service could be improved and we will make our best efforts to improve all aspects going forward.

How can I contact you?

We are a very small team and, as such, we believe that we are able to provide a better and more reliable level of customer service through online communications. If you need to contact us, please email us at howmaywehelp@thecambridgeboxcompany.co.uk

We are available Monday to Friday, 9am to 5pm (UK time). We will endeavour to reply to your query within 2 working days. We always aim to get back to you within 24 hours, although in peak periods it may take up to two working days.

SUBSCRIPTION BOXES

GENERAL QUESTIONS

How do I subscribe?

All you need to do is review the possible subscription boxes here, pick an appropriate box, add in into your shopping trolley and we will lead you through the process. We have made every effort to make this as simple as possible, but we would love to hear from you if you have any comments on improving the shopping experience at howmaywehelp@thecambridgeboxcompany.co.uk.

How do I set up an account?

It is really easy to set up an account. Once you have added a subscription or product to your basket and proceeded to the checkout, you will be prompted to input your contact details. At the bottom of the page there is a check box asking if you would like to use these details to create an account. You will receive an email after making your purchase with your username and a link to access your account area.

What is the latest date that I can make changes to my subscription account?

As long as you make changes before the identified payment date, we can action any changes to your subscription before your next box is due to arrive. If you let us know on or after this date we’ll do our best to make sure these changes are actioned before the boxes are dispatched, but we are unable to guarantee this.

Can I change my delivery address?

To update your delivery address, please update in your account. Please ensure any address changes are made before the identified payment date of the month. Any received on or after this date will be actioned as quickly as possible, but we cannot guarantee that your box will be dispatched to your new address.

If this is a one-off change, please remember to change you address back in time for the next subscription box.

How do I update the email address attached to my account?

To update your email address, please update the details in your account.

How do I change my payment details?

To change your payment card, login to your PayPal account and update your details there.

Can I pause my account instead of cancelling?

Yes. You don’t always need to cancel your subscription. If you would like to pause your subscription for a specified amount of time, simply adjust accordingly in your account.

To make sure you do not receive the next subscription box, you must pause your subscription before the identified payment date.

How do I cancel my account?

Why would you do that? We would be sorry to see you go, but if you do decide to leave us it’s extremely easy. All you need to do is cancel your subscription in your account. To make sure you do not receive next subscription box, you must cancel your subscription before the identified payment date.

We are always looking to improve and would love to hear from you with any feedback which we may use to help improve services going forward. We do listen so please email us at howmaywehelp@thecambridgeboxcompany.co.uk.

Please note, you are able to pause your account instead of cancelling. If you would prefer to pause for a couple of months or, for a specified amount of time, please make the necessary adjustment through your account.

PAYMENTS

How can I pay for my order?

We accept payments for all products and subscriptions via Paypal.  Once you place your order you will be re-directed to Paypal to complete the payment process.

How do I know my payment/card information is safe?

The Cambridge Box Company’s payment page is encrypted. Any information you enter is inaccessible by outside parties. The Cambridge Box Company uses Paypal as the recurring monthly payment processor. They are an established and accredited institution who securely handles millions of credit cards.

When will payment be taken and how am I charged?

All subscribers that sign up to a recurring plan will be charged on the identified payment date for the subscription box. You are only ever charged when you are due to receive a box and you will be charged on a recurring basis automatically.

We cannot currently set up direct debits or standing orders. Our payment method is similar to if you were purchasing an item online, but the system we use - Paypal - automatically saves your details securely so you don’t have to worry about inputting your card number each time you are due a box.

Can I change my payment date?

I’m afraid not. We charge all subscribers of a subscription box on the same date as this coincides with our shipping dates.

What happens if I miss a payment?

If a payment is unsuccessful on the identified payment date, our payment platform Paypal will email you a notification of this and will attempt to charge your card again the following day. If we are unable to successfully charge your card after all of our payment attempts are exhausted, then we will not be able to guarantee you a box for that particular month.

If we are unable to charge your card after all of our payment attempts, for two consecutive months (depending on your plan frequency), your account will automatically be cancelled.

Please note, if you pay after the identified payment date your box will likely arrive after our main shipment.

What is your cancellation policy?

As our subscription boxes are a surprise to all subscribers, we are unable to issue refunds once opened. If you wish to cancel the order, you would be responsible for the return postage of the product and the product would have to be returned in an unopened condition within 7 working days of receiving the Products.

Please relate to our Terms and Conditions . relating to cancellation and returns policies.

I’ve cancelled my account, but now I want to re-join - how do I restart?

We would be absolutely delighted to welcome you back.

If you want to restart your subscription, just log-in to your account, check all the details are up to date and you are ready to start again.

I have a discount code, how do I redeem it?

When you are going through your payment process, you will be prompted to enter any discount code prior to the payment and your discount will be automatically applied. Please follow the payment through as it only gets applied at the end.

Please send us an email at howmaywehelp@thecambridgeboxcompany.co.uk if you are having any difficulties.

Can I use more than one discount code?

Nice try but unfortunately you cannot use more than one discount code at any one time.

Can I order an additional box?

Yes. The best way if you would like an additional box for the upcoming month is to simply go through the checkout process as normal and it will link it to your account during the purchasing process.

I love this month’s subscription box - can I order another box?

There may be some months where we have more stock than we do subscribers. If you absolutely love a box, drop us an email at howmaywehelp@thecambridgeboxcompany.co.uk and

and we will be able to advise you on whether we have any extra boxes left to sell.

we will be able to advise you whether we have any left to sell.

Do you have a referral scheme?

We currently do not have a referral system, but it is something we are looking into. We will be in contact with everyone as soon as we introduce one.

SHIPPING

Who will be shipping the order?

For all UK deliveries we use Royal Mail.

Which countries do you ship to?

We only ship to the UK at present. We are reviewing extending our shipping capabilities, so please sign up to news through the website and we will let you know as soon as we are able to offer other shipping destinations.

When will my box arrive?
All boxes should arrive with subscribers substantially before 14 days of the relevant payment date. Where possible, we will always try to get your subscription box to you sooner rather than later. As soon as your box has left our warehouse, we will drop you an email with your tracking code so that you can keep an eye on your subscription box. If you have paid after the identified payment date, your box will likely arrive after our main shipment.
How do I track my order?
Each month, after your box has been dispatched from you will be sent an email with your tracking number and a link to The Royal Mail tracking page.
How do I update my delivery address?
To update your delivery address, please update the details in your account. Please ensure any address changes are made before the identified payment date of the month. Any changes on or after this date will be actioned as quickly as possible, but we cannot guarantee that your box will be dispatched to your new address.
How do I add a safe place to my delivery address?

Please put details of your safe place in the Order Notes box at checkout.

What if I’m out when my box arrives?
When placing your subscription you can provide a delivery instruction to leave the parcel in a safe place or with a neighbour. Otherwise the courier will leave a card and attempt to redeliver. Three attempts will be made to deliver your order before it is returned to us.
What happens if my box is returned to you?
If you are not in when your box arrives and it is returned to your local delivery office for collection, the Royal Mail will keep it for 18 days before sending it back to us. If your box is returned to us, we will drop you an email to confirm your address so that your box can be re-sent as soon as possible.
Can I get my box delivered to work?
Yes, we have many subscribers that receive deliveries at their work address. Our boxes are marked but do not disclose the contents of the parcel on the external packaging. If you would like to update your delivery address to your work address, please update your delivery address in your account.
Can I get my box delivered to an alternative address?
Yes! If you wish to have your upcoming box delivered to an alternative address, please update your delivery address on your account before the identified payment date. If this is a one-off change, please remember to change you address back in time for the next subscription box.
Do my boxes need to be signed for?
No, you will not need to sign for your boxes.
How big is the box and is it obvious what’s inside?
Our boxes are marked but do not disclose the contents of the parcel on the external packaging but most do not fit through the post box!
What is your returns policy?
Please relate to our Terms and Conditions relating to returns policy.

GIFT SUBSCRIPTIONS

What gift options do you offer?

We offer two types of subscriptions; monthly (12 boxes per year) and quarterly (4 boxes). You will be deducted the monies as and when the boxes are due during the period of the gift subscription box.



Your gift subscription will also automatically expire after your recipient has received their final box. 

How do I update the details (delivery address or email address) of my gift recipient?

Once your gift recipient has received their first email, they will be prompted to set up their own account using the same email address that you provided. Their gift subscription will be linked to this account. They will be able to view certain aspects of their gift subscription but they will not be able to see or change any payment details or view your other orders.

Amending contact details is something that your gift recipient will be able to do from their account

Do you sell one-month gift boxes?

We do not currently sell subscription boxes in a one-month subscription. We do have a separate selection of gift boxes which can be reviewed here.

When will you contact my gift recipient?

Your gift recipient will be emailed after the order is placed.

My gift recipients box hasn’t arrived, what do I do?

In the unlikely event that your box hasn’t arrived within 14 days of the identified payment date, and it’s not hidden around your property, with any of your neighbours and you have reviewed your tracking code - please email us at howmaywehelp@thecambridgeboxcompany.co.uk.

We will do our best to find your box for you as soon as possible as we do not want you to be without your subscription box for longer than necessary!

Can I cancel or stop my gift?

The payments for the respective gift boxes will be taken just prior to when the gift box is due to be sent out. In the unlikely event that your gift recipient does not want to continue or you wish to stop the future boxes, just go into your account and you can stop the payments and the boxes will automatically stop from that point onwards.

An email will be sent to both you and the gift recipient to confirm that the boxes have been cancelled.

We have added this functionality as we believe it is sometimes difficult for people to pay for the full amount up front when they haven’t seen the quality of the product going forward. We are so confident in our products that we give people this option which most of our competitors do not.

SHOPPING

GENERAL QUESTIONS

How do I start shopping online?

The shopping experience is designed to be as simple as possible and we trust you will be able to simply navigate through the shopping area of our website. If you have any problems whilst shopping on our site, we would love to hear from you as we want to make the site as great as possible. Please contact us at howmaywehelp@thecambridgeboxcompany.co.uk.

How do I know if an item is in stock?

All items are in stock unless ‘Out of Stock’ is indicated. In the unlikely event that on receipt of your order, if any of the items are unavailable, we will inform you by email and we will offer you a refund or alternative availability date where possible.

Is there a minimum order value?

There are no minimum order requirements.

I would like to change my order, what should I do?

As soon as we receive your order, we send it to our warehouse so that they can start work packing it for you, so unfortunately it might be too late to make any changes so I’m afraid we cannot make any guarantees. However, if you wish to make an alteration please contact us at howmaywehelp@thecambridgeboxcompany.co.uk and we will endeavour to help.

How do I know my order has been successfully submitted?

You will receive an email acknowledgement containing the order reference number and details of your purchase. Your order will only be dispatched upon receipt of the payment.

If you have not received email confirmation, please email us at howmaywehelp@thecambridgeboxcompany.co.uk and we will help you to resolve any problems.

PAYMENT

How can I pay for my order?

We accept payment for all orders via Paypal.  You will be re-directed to Paypal during the check out process and can either use your existing Paypal account or check out as a Paypal guest using most major credit and debit cards.

Is it safe to use my credit card on your website?

To ensure a safe payment procedure, our website uses Paypal for a reliable and secure internet payment gateway.

What is the 'Security Code' referred to on the Payment page?

Sometimes referred to as the CV2 number or CVV number, the Security Code is either a unique 3-digit number printed on the back of your credit/debit card or if you have an American Express card it is a 4-digit number on the front (usually top right) of your card that helps us validate your purchase and protect against fraud. Since this isn't contained in the magnetic strip information, it doesn't get printed on sales receipts, so it's difficult for anyone other than the genuine cardholder to know it.

I have a discount code, how do I redeem it?

When you are going through your payment process, you will be prompted to enter any discount code prior to the payment and your discount will be automatically applied. Please follow the payment through as it only gets applied at the end.

Please send us an email at howmaywehelp@thecambridgeboxcompany.co.uk if you are having any difficulties.

SHIPPING

How is my order shipped?
Orders are processed 24 hours a day, 7 days a week and are prepared by our warehouse between 9am and 5pm GMT Monday to Friday, excluding UK public holidays. Orders placed after 5pm on Friday evening will be prepared by the warehouse the following Monday.
Who will be shipping the Order?
For all UK deliveries we use Royal Mail.
Which countries do you ship to?
We only ship to the UK at present. We are reviewing extending our shipping capabilities, so please sign up to news through the website and we will let you know as soon as we are able to offer other shipping destinations.
When will I receive my order?
Orders shipped to the United Kingdom will be prepared by our warehouse in 1 working day and delivered in approximately 2 working days once they have been shipped. Orders shipped to European Union countries will be prepared by our warehouse in 1 working day and delivered in approximately 3 working days once they have been shipped. We will send you an email once your order has been sent with the link to the courier's page and the tracking number of your parcel.
May I get free shipping for my order?
Yes, if your order is over £100, we are happy to offer you the free shipping on your order.
How do I track my orders?
You will receive an email, together with a tracking number, notifying you that your orders have been shipped.
What if I'm out when the courier tries to deliver?
When placing your order you can provide a delivery instruction to leave the parcel in a safe place or with a neighbour. Otherwise the courier will leave a card and attempt to redeliver. Three attempts will be made to deliver your order before it is returned to us. If you have any concerns about the delivery, please contact us on howmaywehelp@thecambridgeboxcompany.co.uk.
Can I send my parcel to an address other than my home address?
Yes - just put your chosen address details in the 'Delivery Address' section as you checkout.
Can I have different items from the same order delivered to more than one address?
No, you can only have them sent to one address. However, you can always place multiple orders, each with a different delivery address

PROBLEMS

What is your cancellation policy?
Our ‘no questions asked’ cancellations policy allows you to cancel the order with us
  1. Prior to the Products being delivered to you
  2. Within 7 working days of receiving the Products
If the product has already been sent, then you would be responsible for the return postage of the product and the product would have to be returned in an unopened condition. Please email us at howmaywehelp@thecambridgeboxcompany.co.uk and we will help you through the process. Please refer to our Terms and Conditions relating to cancellation and returns.
What is your returns policy?
Please refer to out Terms and Conditions relating to returns.
What if there are missing or wrong orders in my order?

For missing or wrongly shipped items, please contact us at howmaywehelp@thecambridgeboxcompany.co.uk and quote your transaction reference number. We will do everything possible to resolve the situation.

SETTING UP ACCOUNT

Do I need to register and set up an account to shop?

It is not mandatory to register. However, if you choose to we will retain your contact details, which will be retrieved when you login on your next visit. Please note due to security reasons, we will not retain your card details.

What's my username?

When you created your account you'll have used your email address as your username.

What happens if I've forgotten my password?

You can request your password to be reset by entering your email address on the Forgotten Password page and we'll send you a link in order to reset it.

How do I set up an account?

It is really easy to set up an account. Once you have added a subscription or product to your basket and proceeded to the checkout, you will be prompted to input your contact details. At the bottom of the page there is a check box asking if you would like to use these details to create an account. You will receive an email after making your purchase with your username and a link to access your account area.

Do I need an account to sign up for a subscription?

Yes, you will need to set up an account to sign up for a subscription because we need to retain your contact details and PayPal information in order to process and send you your box each month/quarter.

WORK WITH US

I’m a supplier whose products would be good in one of your subscription boxes, who should I contact?
If you make products that you would like to be featured in our boxes, please email us at partnerships@thecambridgeboxcompany.co.uk and we will be delighted to discuss the possibilities with you. We are always on the lookout for new and exciting products and would love to hear from you.
I’m from a press/media team, who should I contact?
If you are from a press or media team and you would like to talk to us about our products please email us at press@thecambridgeboxcompany.co.uk.
I'd love to review one of your boxes on my blog, who should I contact?
If you're a blogger and you would like to enquire about getting hold of a review box, please drop us an email with some information and stats about your blog, and your proposed article, to press@thecambridgeboxcompany.co.uk.
I would love to work for you, who do I contact?
If you are hardworking and passionate, with a genuine desire to work for us , please email your CV to info@thecambridgeboxcompany.co.uk and we’ll get back in touch if we have any suitable positions open.