Return and Refund Policy

Returns, Refunds & Customer Support Policy

Last Updated: 1st June 2025

At Boxxdup, customer trust is our priority. We understand that ordering mystery boxes online can feel uncertain, especially with so many unreliable sellers out there. That’s why we’ve created a clear, fair, and transparent policy to protect your order and give you confidence when shopping with us.

Boxxdup Ltd is a UK-registered company, and all orders are fulfilled from our physical warehouse. We pack every order ourselves and work hard to make sure you receive a genuine, high-quality experience. If something isn’t right, we will resolve it.

Need Help?

If you have a problem with your order or just need assistance, you can reach us directly through:

• Email: enquiries@boxxdup.co.uk

• WhatsApp: Message via our website

• Phone: 01233 543970

We’re a real team based in the UK, and we’re here to help with honest, fast support.

Returns & Replacements

We want you to be happy with your order. If something is wrong, damaged, or missing, we will put it right.

You’re fully covered if:

• Your order arrives with damaged or faulty items

• You received the wrong item

• Items were missing from your order

• A product is clearly unusable or not as expected due to damage

What to do:

1. Contact us within 14 days of receiving your order

2. Include your order number and photos or video showing the issue

3. Our support team will respond within 1–3 working days

4. We will offer a fair resolution, which may include:

• A replacement

• A partial or full refund

• Store credit or discount on a future order

We will always aim to fix the issue quickly and fairly.

Items Not Eligible for Return

Because our boxes are sold as mystery products, we cannot accept returns in the following cases:

• You didn’t like what was inside

• You were expecting a specific item not guaranteed in the box

• The item was used, worn, or altered

• The issue was reported more than 14 days after delivery

• You changed your mind or no longer want the item

This keeps our process fair for all customers and helps us maintain the surprise element of the experience.

Missing or Delayed Orders

If your parcel hasn’t arrived within 7 working days, get in touch. We will track the shipment and, if necessary, send a replacement or issue a full refund.

You are never at risk of losing your money — we take full responsibility for delivery issues.

Your Guarantee with Boxxdup

• We are a registered UK company: Boxxdup Ltd, Company No. 16408625

• All items are shipped from within the UK

• Every order is hand-packed and tracked

• If anything goes wrong, we will respond and fix it

You’re in safe hands with Boxxdup.

If you need help now, please contact our support team at enquiries@boxxdup.co.uk or call 01233 543970  we’re here to help