Refund policy

Order Amendments

We allow a 30 minute window after an order is placed should you need to make any last minute changes to your order. This includes changes to customisations selected during checkout (ie. type of chocolate, card selected, books, gift wrapping and your personal message) as well as changes to delivery address or cancelling an order. Should you wish to make a change to your order please email hello@eosbox.co.uk as soon as possible after placing your order. Any amendment requests outside of this 30 minute window are not guaranteed however we will endeavour to accommodate where possible. Please note that when an amendment request is received, the time it takes to dispatch the order will be slower.

Corporate Orders

Corporate Orders (orders that include branded merchandise) can be amended or cancelled for a full refund up until printing has started. Once printing of any branded items has begun, a partial refund will be offered as we are unable to reuse these items for other customers. The refund amount will be the full amount minus the costs of any items that have already been printed. For items that have already been printed, the customer has the choice for us to discard them or pay the delivery fee to receive the items. If the customer chooses to receive the partially completed order, the delivery fee will also be deducted from the refund amount.

For Bespoke Corporate Orders (where we source items for your order that we don't stock day to day), each bespoke item in your order will only be refunded if we are also able to return them to our suppliers. Again, in the event these can't be refunded, the customer has the choice for these items to be discarded or pay shipping to receive the items.

Returns

We want you to love your gift boxes, but we understand that plans can change. Please review our policy regarding returns and refunds below:

Standard (Unbranded & Unpersonalised) Items

Gift boxes and items that are unbranded and unpersonalised can be returned within 28 days of delivery, provided they are completely unopened and in their original condition.

A 25% restocking fee will be applied to all eligible "change of mind" returns due to administration costs and loss of packaging materials.

Perishable Goods Exception

Please note that any gift boxes containing perishable food items cannot be returned or refunded under any circumstances due to health and safety.

Custom & Corporate Branded Items

Because corporate branded and personalised gift boxes are custom-made to your specifications, they cannot be returned or refunded, as these items cannot be repurposed for future orders.

Damaged Items

In the rare and unlikely event that an order is received damaged, please email hello@eosbox.co.uk within 7 days and we will endeavour to rectify the issue.

How to Return an Item

Contact Us First: To initiate a return, you must first email us at hello@eosbox.co.uk with your order number and detailing the products you would like to return. Our customer service team will take a look at your order and advise whether it is eligible for return/ partial return.

Returns sent back without prior authorization may not be processed.

Return shipping costs are the sole responsibility of the customer and are not covered by EOS BOX.

Track Your Package: Because refunds are only processed once the item is safely in our hands, we strongly recommend using a tracked shipping service. We cannot issue a refund for items that are lost or damaged in transit back to us.

Once we receive and inspect your returned item, your refund (minus the 25% restocking fee) will be issued within 7-10 working days from the date we receive the item back.

Please Note: As mentioned in our Order Amendments section, there is a 30-minute grace period after an order is placed if you wish to cancel it before it will be processed for dispatch.