Delivery, Returns & Refunds

Delivery

Our lead times are typically 4-6 weeks from placing your order to your order being ready to ship. The reason we ask for a travel date is to ensure we don't take orders that we can't get to customers in time. We can sometimes flex this and prioritise extremely urgent orders, so please just ask us if this is the case.

We're happy to say we ship globally! Typical delivery times following the initial 4-6 build lead time:

• UK: 48 hours
• EU: 4-5 days
• US: 7-10 days
• ROW: 7-10 days

We only use trusted, high quality shipping partners in FedEx and DHL.

Tax and duties

Shipments to a UK address incur VAT at the prevailing rate. That's included in the price UK customers see on site. For shipments outside the UK, UK VAT is not charged. However, local taxes will apply - these will be levied via a payment link from the courier, generally at the point we book shipping for the order, which you can then pay. We cannot include these local taxes in our pricing, as they're levied by respective governments and beyond our control.

Order cancellation

If you wish to cancel your order, please notify us by email at info@buxumbox.com within 48 hours of having placed your order. If you wish to cancel your order 48 hours after placing it, a 10% restocking fee will apply as all our boxes are built to order. Orders already dispatched cannot be cancelled, but can be returned at customer's expense as below.

Returns/refunds

If you are at all unhappy with your Buxumbox product, or if the item is faulty when you receive it, please contact us immediately at info@buxumbox.com

If any items appear to have been damaged in transit then please retain and take photographs of packaging in case a claim against the shipping courier is required.

You have the right to return the product, excluding Custom Order Boxes, in unused condition up to 14 days after the purchase. You are liable for the shipping costs of returning the item.

For us to process any returns and subsequent refunds please ensure your item reaches us within 14 days of contacting us. We cannot accept responsibility for items lost in transit so we advise using a recorded method and may request proof of delivery. Refunds may take up to 14 days after receipt of return to process.

Boxes that are returned to us remain the customer’s responsibility and a refund will not be given until we have safely received the package undamaged.

Once we have received the item and inspected it to ensure it is in as new condition, we will provide a full refund. Should the returned item not be in as new saleable condition, we will contact you immediately. Buxum (UK) Ltd retains the right to inspect any returns and deduct monies for wear and tear or damage, including where the item has been either checked or used.

The rights to return the goods to us as referred to above will not apply in the following circumstances:

• Where the product has been used.
• The packaging of the product has been damaged.
• The product is damaged in any way.
• The product is not in full resalable condition.

Custom Order Boxes

We cannot offer refunds or exchanges, unless faulty or not as described for Custom Order Boxes that have been specially designed and/or made for you. We can only accept cancellations for these orders within 48 hours of the order being placed, again subject to a 10% restocking fee. We will make this clear when you place your order. This does not affect your statutory rights.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at www.hmso.gov.uk/si/si2000/20002334.htm

If you have any questions about returning goods, please contact us at info@buxumbox.com