Skip to content
**CLICK HERE TO CREATE OR MANAGE YOUR ACCOUNT**
**CLICK HERE TO CREATE OR MANAGE YOUR ACCOUNT**

FAQ's

Online Ordering

Which payment methods do you accept?

We currently accept payment via:

Visa, MasterCard, Apple Pay, Google Pay, Maestro, Visa Debit, Visa Electron, American Express and Klarna

Are my card details secure?

At Swagger Box we understand that your online security is of paramount concern. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service provider Stripe. Security measures include;

  • Validated PCI DSS Compliance
  • Prohibited Data Storage
  • Data Encryption
  • Authentication and session management
  • Secure Access Technologies

Our checkout provider represents industry best practice in online payments. Rest assured that when shopping with us, we leave nothing to chance and have your security concerns in mind.

When will I be charged?

We charge your card at checkout.

Do you deliver to my country?

We deliver to mainland UK and will be expanding to the EU in 2021

How much is delivery and how long will it take?

UK Delivery Information

UK Mainland Standard Delivery All UK mainland orders are shipped on a specific week day (more here) service.

FREE delivery on all subscription boxes over £20.

FREE delivery on all individual product orders over £20 in value.

My payment has been declined. Why is that?

If you receive notification that your credit or debit card has been declined, please check that you have entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement. Alternatively, please use a different card. If that fails, please contact the bank that issued the card for further information. Please note that for your own personal privacy, only your bank can tell you why your card has been declined. 

Can I amend or cancel my order?

We start processing your order right after you receive your Order Confirmation and cannot take further payment for additions, or refunds for detractions. Therefore, we are unable to make any amendments to your order. There is a very limited window where we may be able to cancel your order. If you would like to cancel your order, please call 07591 979 459 and have your order number and relevant details handy. Please note that your statutory right to cancel under the Distance Selling Regulations is not affected.

I forgot to enter my promotional code. Can I be refunded?

From time to time, we may make available a promotional code to use on your order. The promotional code should be entered into the relevant field in the shopping basket prior to placing your order. Unfortunately, we cannot retrospectively add the promotional code to your order or refund the equivalent amount so please do check your order before placing it. In some cases, you may be able to use your code on your next order, so hold onto it. You can only use one promotional code per transaction.

How can I track my parcel?

When your order leaves us you will be sent a fulfilment email. Within this will be you your tracking number and the carrier used. You can use the number to track your parcel through the carrier's website.

I have missed my delivery. What happens next?

Deliveries are attempted between Monday and Friday 9-5.30, and will be carded three times before the parcel is returned to the depot. Should your order not be delivered, your order will be returned to us and will be processed as a refund. Please note that we are unable to re-send packages that are returned to us as undeliverable. Our shipping courier will return your parcel back to us if the address is incorrect or outdated or there has been a number of failed delivery attempts. Therefore, please ensure that the address details you enter are accurate.

My package has not arrived. Where is it?

If you live in communal flats, the courier may attempt to leave your parcel with a neighbour/concierge if you are out. If you have any queries regarding the whereabouts of your order, please contact us and we will look into this for you.

Returns

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 14 working days of delivery. Please ensure that the package is wrapped securely. We also recommend that you retain your proof of postage as we cannot accept liability for goods lost in transit.

How do I make a return?

For UK orders, just follow these simple steps to return your item(s) via Royal Mail

  • Ensure you return your item(s) within 14 days of receipt. The goods must be returned unused, in their original, undamaged packaging
  • Take your package to any post office counter and ask for a proof of postage.
How will I know if you have received my return?

Please allow up to 5 working days for your returned package to reach our warehouse. For your peace of mind, we recommend using recorded delivery to make your return, as its whereabouts can be tracked. 

How long will it take for my funds to be returned?

We aim to process your return within 7 working days of receipt into our warehouse. The refund will be made to the same card or account used to make the purchase. Please note, it may take 5-10 working days for the funds to appear in your account- this will vary from bank to bank.
Your statutory rights remain unaffected. 

My items were faulty or incorrect. What happens next?

We’re extremely sorry you’ve experienced an issue with your online order. If you need to return your items owing to defects, incomplete or incorrect delivery, please contact our Customer Care team.

What are my statutory rights to cancel?

Under the Consumer Contracts Regulations 2015 you have 14 working days (beginning the day after receipt of your order) to cancel your order.

Account Enquiries

What will I receive if I subscribe to the Swagger Box newsletter?

You will receive all of the latest updates on new product launches, seasonal offers and promotions.  

Do I need an account with Swagger Box to place an order?

While you don't have to have an account to purchase individual products, signing up means you will be able to place a subscription order, our members benefit from fantastic discounts and industry information. 

How do I reset my password?

From the account settings page you will always be able to change your password should you require and in the instance that you might have forgotten your password you can always click the ‘Forgotten My Password’ button at the login page in order to have a password reset emailed to your selected email address.

How do I enhance my security when I shop online?

We endeavor to ensure your personal information is secure when visiting our online store, however there are additional security measures we advise our customers to adopt in order to enhance online security.

These include;

  • Ensuring your internet browser is up-to-date with the latest version.
  • Choosing unique passwords, keeping them private, and changing them frequently.
  • Investing in a reputable anti-virus software program and ensuring all updates are installed.

If you are ever concerned that you have been the victim of fraudulent activity, contact your bank immediately to ensure your credit cards are cancelled.