FAQ
Can I change my delivery address after the order has been placed?
We will try our best, as long as your order hasn’t been dispatched. Please email us the order number and the full and updated address as soon as possible at hello@heavenlyboxes.co.uk, and we’ll do our best to update it.
When will my order be shipped?
We always aim to dispatch all orders by 12pm on working days, however during peak gifting season we may require an additional 1 working day to prepare and dispatch your order.
If you order on a Friday after 9 am, your order will be dispatched the following Monday.
Please note, our store is closed on weekends and bank holidays, so orders placed during those times will be shipped the next working day.
When should I expect my order to arrive?
Delivery below are calculated from when your order is dispatched and the time depends on the shipping service selected at checkout:
- Express: Typically arrives within 1–2 business days after dispatch
- Standard: Typically arrives within 3–5 business days after dispatch
Why is my order delayed?
Orders may be delayed for a variety of reasons, including unexpected delays with the courier, incorrect delivery address, bank holidays, or periods of high volume. If it’s been longer than 7 days since dispatch, please reach out to us at hello@heavenlyboxes.co.uk, and we’ll be happy to assist.
My order is marked as delivered but I haven’t received it, what should I do?
In the first instance, please check with neighbours and safe places. If you still cannot locate the item, please email us at hello@heavenlyboxes.co.uk and we will investigate the matter.
What happens if my order goes to the wrong address?
We're sorry to hear that it was delivered to the wrong address. Here's how we can help:
First, we’ll verify whether the order was delivered to the address provided at checkout.
- If the address provided at checkout was incorrect and the gift was delivered to that address, unfortunately, we’re unable to recover or resend the item.
- If the parcel is returned to us by Royal Mail due to an incorrect or incomplete address, we can arrange redelivery for a fee of £6.99.
- If the order was mistakenly delivered to the wrong address due to an internal error, we’ll re-ship your gift at no additional cost.
My order arrived with missing or damaged items, what should I do?
We’re so sorry to hear about that. Please send a photo of the issue along with your order number to hello@heavenlyboxes.co.uk so we can resolve it promptly.
The quality of my order isn’t as expected, what are the next steps?
We’re really sorry to hear that your order didn’t meet expectations.
Please email us at hello@heavenlyboxes.co.uk with your order number, and we’ll do our best to support you and make it right.
Can I find out who sent me a gift?
We’re unable to share the sender’s information directly due to General Data Protection Regulation (GDPR).
However, if you provide your reference number, we’re happy to contact the sender on your behalf and let them know you asked.
Will my recipient receive an invoice with the gift?
No, we don’t include any invoices or receipts in our gift boxes, so the recipient will not see any pricing information.