Exchange, return & refund policy

Overview

If your item has arrived damaged you are automatically entitled to a free replacement or repair at no cost if we are notified within 14 days. You may not receive a replacement, refund or return of any personalised goods unless they are damaged, faulty or incorrectly personalised at the fault of the business.

Here are several reasons we may not accept returns or refunds:

You have decided you no longer want the item
The item arrives past the date you required it, but within the dates as described on your product processing time and delivery time combined (click here to find out more)
You have selected the incorrect item, size, or other options when purchasing.
The item has been incorrectly personalised, but the information provided in the personalisation boxes was entered incorrectly by the customer and is therefore not the fault of the business.
The item was delivered to the incorrect address/is missing but the address was entered incorrectly by the customer. If your order is missing please click here to find out more on how we can help.

To complete your return, we require a receipt or proof of purchase as well as clear images of the faulty goods. If the item has arrived damaged please check the shipping packaging for damages too, and send photos of this if applicable as this will help with our investigation as well as provide the images as evidence for any claim required to the courier.

If your order has arrived damaged or faulty please email info@theproposalbox.co.uk with the following details:

Name on the order
Address the item was delivered to
Order number
Proof of purchase/receipt
Clear images of faulty, not as described or mis-personalised items
Images of damaged shipping cartons if the item has arrived damaged in transit
Any description of the damages/fault

We reserve the right to inspect and repair the faulty products where appropriate before sending a replacement or refunding the goods.

We accept the return and refund of non-personalised items within 14 days of receipt of the goods. We do not cover the cost of postage for the return of unwanted, non-personalised items. They must also arrive in the same condition in which they had arrived.

Shipping Returns

To return your non-personalised product, please email us to receive the postal address to send the item.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and therefore cannot provide any refund or replacement on returned items that have gone missing. You may wish to send us the tracking information so that we can keep an eye on the expected delivery date of the item for extra safety.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Refunds usually take 3-5 days to return to your original payment however depending on the payment method this refund may take up to 30 days to be received.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@theproposalbox.co.uk

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

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