Refund policy

Refund & Returns Policy

We want you to be happy with your Heavenly Boxes order. Please read our returns policy carefully before placing your order, especially if you are purchasing a gift, personalised item, Build A Gift Box, or an item containing food or other perishable products.

Returns and cancellations

For eligible items purchased online, you have 14 days from the day after delivery to notify us that you would like to return your order. Once your return request has been accepted, you then have a further 14 days to send the item back to us.

To be eligible for a return, your item must be in the same condition that you received it: unused, unopened where applicable, with any tags still attached, and in its original packaging. You will also need your order confirmation, receipt, or proof of purchase.

To start a return, please use our returns portal or contact us at hello@heavenlyboxes.co.uk.

Return postage

Unless your item is faulty, damaged, or incorrect, you are responsible for the cost of returning the goods to us. We strongly recommend using a tracked delivery service, as we cannot be responsible for returns that are lost or damaged in transit.

Refunds will only be processed once the item has been safely received and inspected by us, or where required by law.

Refunds

Once we have received and inspected your return, we will let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow time for your bank or card provider to process the refund.

Where a refund is due, we will refund the eligible item cost and, where required by law, the standard delivery cost paid for the original delivery. If you selected a more expensive delivery option, we are only required to refund the standard delivery amount.

Any direct return costs, return-to-sender charges, refused-delivery charges, failed-delivery charges, or redelivery charges caused by circumstances outside our control may be deducted from any refund due, where permitted by law. We will only deduct actual costs incurred and not a penalty charge.

Exceptions and non-returnable items

Certain items cannot be returned or refunded unless they are faulty, damaged, or incorrect. This includes:

• perishable goods, including food, flowers, or plants;

• personalised items;

• custom products or special orders;

• Build A Gift Box orders;

• items that include a personalised printed gift message or other custom gift element;

• earrings and certain jewellery items for hygiene reasons;

• sealed hygiene-sensitive items once opened;

• hazardous materials, flammable liquids, or gases;

• gift cards.

Please contact us at hello@heavenlyboxes.co.uk if you are unsure whether your item is returnable.

Gift messages and personalised gift orders

If you choose to add a gift message, personalised note, Build A Gift Box selection, or any other custom element to your order, your order may be treated as personalised or made to your specification. This means it may not be eligible for cancellation, return, or refund unless the item is faulty, damaged, incorrect, or we agree otherwise at our discretion.

Refused deliveries, uncollected parcels and return to sender

If a parcel is refused by the recipient, not collected, or returned to us because of an issue outside our control, we will wait for the parcel to be returned to us before confirming the refund position.

Once received, we will inspect the parcel and confirm whether a refund is due. If the item is eligible for refund, any direct costs we incur as a result of the refusal, failed delivery, return to sender, or redelivery may be deducted from the refund, where permitted by law.

If the order contains personalised, custom, Build A Gift Box, perishable, or otherwise non-returnable items, we may not be able to offer a refund unless the item is faulty, damaged, or incorrect.

Incorrect addresses

Please check all delivery details carefully before placing your order.

We do not offer refunds for items delivered to an incorrect address provided by the buyer. It is the buyer’s responsibility to ensure that the shipping address is complete and correct at the time of ordering.

If an order is returned to us because the address provided was incorrect, incomplete, or undeliverable, we may deduct any direct return-to-sender, failed-delivery, or redelivery costs from any refund due, where permitted by law. If you would like the order resent, additional delivery charges may apply.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives and contact us immediately if the item is defective, damaged, or incorrect.

Please email hello@heavenlyboxes.co.uk with your order number, a description of the issue, and clear photos of the item and packaging so we can investigate and put things right.

If the item is confirmed to be faulty, damaged, or incorrect, we will offer an appropriate resolution, which may include a replacement, refund, or other remedy.

Missing, lost in transit or disputed delivery

If an item is reported as missing, lost in transit, or incorrectly delivered, we may need up to 7 working days to investigate with the courier before confirming whether a replacement or refund is appropriate.

Sale items and gift cards

Unfortunately, we cannot accept returns on sale items or gift cards unless they are faulty or where required by law.

Exchanges

The fastest way to receive a different item is to return your eligible item first. Once your return has been accepted, you can place a separate order for the new item.

Contact us

For any return or refund questions, please contact us at:

hello@heavenlyboxes.co.uk