Frequently asked questions
about our subscriptions and one-off gifts
All of our subscription boxes and one-off gift boxes will be dispatched within 5 working days from the point of ordering. As soon as we have made up your box you will receive an automated email letting you know that your box has been disptached.
For the majority of our orders we use Royal Mail. After your order has been collected you will receive an automated email from us and Royal Mail with tracking informaion on. Make sure you check your spam inbox too for this email as it can sometimes end up there! Your parcel will be left in a safe place if you are not in.
Please allow 2-7 working days for your box to reach you after dispatch.
Yes - as soon as your order has been made up by us you will receive an automated email from us to let you know (this email doesn't contain the tracking info).
After your order has been collected you should receive an automated email from Royal Mail with tracking information on. Make sure you check your spam inbox too for this email as it can sometimes end up there! Your parcel will be left in a safe place if you are not in.
Please allow 2-7 working days for your box to reach you after dispatch.
We dispatch our boxes within 5 working days, and after this they take several days to reach you.
You can track your delivery via the automated email received from Royal Mail as soon as your item has been received by them (check your junk inbox if you haven't received this).
If your box has gotten lost due to an incorrect delivery address we charge an admin fee of £3.50 for a replacement box to be sent.
If there are any other issues with your box please get in touch at firstname.lastname@example.org
Yes absolutely! All our subscriptions are available with gifting options. At checkout tick the box “this is a gift”, and you can include a personalised gift message. If you are unsure which type of books they would like to read you can always send an e-gift voucher instead so that they can choose.
Things to consider when gifting a subscription:
The recipient will not be given a separate log in for the subscription account and will not be able to make any changes to the subscription themselves. This is to protect the gifters personal information as bank details and other information will be stored on the account. In order for a recipient to change the details of the subscription e.g. the genre of the book, or choose a book from the hot list, change of address etc. they will need to ask the gifter to log in to make these changes or drop us an email at email@example.com for us to manually change.
All tracking information / dispatch emails are automatically generated and are sent to the email address used when signing up (the gifters).
If you purchased a 3, 6, or 12 month subscription (whether this was pay upfront or monthly rolling), don't worry these are automatically set to cancel after the last box has been processed. So if you are on a 6 month pay upfront subscription the subscription will automatically cancel after the order for the 6th box has been generated. It will then show as cancelled or non-renewal on your account.
You may see a date for the renewal showing, and when setting up the subscription it will say e.g. "every 3 months" on a 3 month subscription. Unfortunately this is pre-set wording used by our websiteprovider that we can't change - but don't worry as it will automtically cancel at the end of the gifting period and once this has been cancelled this will be clear on the account.
You can amend your details including shipping address, and payment details by logging in to your account.
Or send us an email to firstname.lastname@example.org and we will manually update the address for you.
If you are on a rolling pay monthly subscription you can make changes to your subscription customisation choices by logging in to your account at any time. Please note that any revised survey answers will come into effect from the next renewal date, and they won't revise any existing orders.
However if you are on a pay upfront susbcription (3, 6, or 12 months) you will need to drop us an email to make any changes for you.
For all our subscriptions we keep a record of the books that have been sent, so you won’t receive the same books from us twice! (If you have received a one-off gift from us before or a subscription under a different name you may want to just drop us a note to let us know the book(s) you previously received from us so we can add these to the list though).
For all our surprise books there is of course always a (small) risk that you may have read the book before. In the rare occasion this happens please drop us an email to email@example.com. You will be asked to return the book to us at your own expense and then we will include a new replacement book in your next box.
It is very easy to pause your subscription! Just log in to your account and click on skip your next shipment! Choose how long you’d like to pause for and when you’d like to resume your subscription again.
You can cancel your subscription by logging in to your account on our website. However, please note that once your payment has been taken for the month's box on your renewal date, the order is automatically created for that months box, and therefore this will not automatically be cancelled or refunded if you cancel the subscription. It will just stop any future payments and orders being generated. Therefore you may wish to cancel before your renewal date if you do not wish to receive the next box.
If you are on a "Pay Upfront Bundle" subscription, you will have already paid for the full length of the subscription upfront and there is nothing to cancel. You may notice it says cancelled or non-renewal under your subscription when you log in to your account. Don't worry, you will still receive all the monthly boxes you have paid for and you can view these under future shipments, but the cancelled part means that you won't be charged again and your subscription won't renew. DO NOT CLICK ON REACTIVATE/RENEW UNLESS YOU WANT TO TAKE OUT A DUPLICATE SUBSCRIPTION AS YOU WILL BE CHARGED. If you have already done this please let us know ASAP at firstname.lastname@example.org
All our food items we include in our boxes are vegan friendly (including accidentally vegan) and for some products upon request, can be gluten free. However, a lot of our products may contain traces of allergens and are stored in an environment with other allergens. We therefore do not advise our products for anyone with food allergies and advise you to read all food labels carefully before consuming.
In the rare event that an item in your book box, or another one off gift is faulty, please get in touch within 14 days of receiving the item at email@example.com and give details/photos of the faulty items. Please note, due to the nature of the books being saved from landfill there may be some wear and tear to books, and there may be some slight wear and tear to other items due to storage and transport that will not be considered faulty. But anything we deem to not be a reasonable fault/damage will be either refunded or a replacement sent.
If for any reason you need to return your book box please contact us within 14 days of the item being received at firstname.lastname@example.org
Please be aware that we cannot refund the cost of the original shipping of the box (£3.50) and return postage will be at your own expense.
All items that are returned to us must be in the original packaging and not used, with all the original contents.
The default timings for dispatching all of our subscriptions is 5 business days. However if you selected a specific date for when you'd like the subscription to start at checkout, this is the date your payment will be taken, the first order will be generated and we start to package your box. It can then take 5-7 business days to reach you. If you need to choose an earlier date just drop us an email and we can change the start date for you.