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Shipping, Returns & Refunds
Shipping
Your Order Journey:
1. You place your order on our website
If you place your order before 12 pm it will be processed and sent to our warehouse on the same day. If you place your order after 12 pm it will be processed and sent on the next working day to our warehouse.
2. Your Boba Box items are picked & packed
Once your order has been received at our warehouse, please allow 1 to 4 working days for the team there to get your order picked, carefully packed and ready to ship.
3. Your shipment is on its way…
Once your order is ready we send it on a premium next-day delivery service. All our deliveries are outsourced to couriers whom we have developed long-term working relationships. You will receive a notification in the evening to the mobile number associated with your account – please ensure this is correct!
4. Your Boba Box products are received by you!
If you are based in Mainland UK and providing there are no courier delays, your order will typically be delivered the following working day.
Whilst the above gives you an ideal timeline, we ask that you allow up to 7 working days to receive your order if based in Mainland UK. If based outside Mainland UK and/or Europe please allow 10-12 working days.
Missed deliveriesIf you miss your delivery, there will be a re-delivery fee. This is charged to you at cost, we make no margin on a re-delivery and really wish we didn’t have to charge you, but we can’t afford to cover the cost of every missed delivery unfortunately! Your items will not be re-delivered until you have paid the re-delivery fee.
Delivery times and instructionsDeliveries are attempted on weekdays only (Monday to Friday) between 9am – 5pm and will be delivered using our standard 18-ton trucks.
Please contact us ASAP after placing your order if:
you require a timed delivery - there will be an additional cost
you have specific delivery instructions – e.g. need a smaller truck or access is hidden
Please contact us ASAP after placing your order if:
you require a timed delivery - there will be an additional cost
you have specific delivery instructions – e.g. need a smaller truck or access is hidden
Signature required
All deliveries require a signature, please ensure someone is available at your chosen delivery address between the above stated times to sign and accept the delivery.
Couriers are unable to call before deliveryPlease note couriers are unable to call before delivery or upon arrival and therefore we cannot fulfil requests for calls en route or upon arrival.
Customers requiring pallet deliveries
Deliveries are ‘pallet to pavement’ - Boba Box will deal with all the tasks involved in moving goods from the warehouse to the pavement by your store.
Pallet drivers may call you to book in the delivery beforehand or call you upon arrival. Please ensure you answer your phone for this, as any missed deliveries will have to be charged for.
If you choose this method of delivery, please note that the delivery includes the pallet. For information about pallet disposal, contact your local authority.
International delivery
We deliver to most locations in Europe but if you are unsure, please contact us before placing your order. Deliveries may be subject to customs clearance, import taxes, and additional local charges, for which you are solely responsible. Please note we do not have control over these import requirements and will be unable to advise on the requirements or charges.
Returns
If you are unhappy with your Boba Box products, please contact us by email or phone and we will work with you to find the best solution.
Food and drink items cannot be returned unfortunately unless there is documented quality issue. If you wish to return a food or drink item please email us with a description of the quality issue, photographs of the item, the internal and external packaging, including the box/carton the item was delivered in and the labels on this carton and the labels on the internal packaging. We take quality issues extremely seriously and will contact you ASAP to investigate.
Non-edible items that are unused and still in their original packaging in a saleable condition, can be returned to our warehouse. The charge for returns is £15 plus VAT. If you require us to organise the collection of stock, the fee per case is £15 plus VAT - which is what our partners charges us to book and receive the items back into stock. We make no profit on returns costs.
Refunds
Refunds for non-edible items will be issued once we receive the goods back into our warehouse in a saleable condition. Please be aware that it can take some time for your bank to show the refund in your account. If it has not shown within 14 working days (or up to calendar month if banking with Monzo) then please contact us. We can give you a SWIFT reference number your bank can use to trace the refund.
You may also be offered the option of a voucher equal to the value of any food or drink items that arrive damaged or have quality issues, once you have provided photographs and a description of the issue by email and this has been reviewed by the customer service team. We may also offer to replace the damaged items at our own cost.
Please note it is at your own risk if you chose not to use a pallet delivery for fragile items like juice balls. Whilst the pallet option is more expensive, we recommend using pallet shipment, as it guarantees the safe arrival of products. We reserve the right to refuse to re-deliver without a pallet if you receive damaged goods via non-pallet shipment. If you accept a re-delivery by pallet, you may be charged the shipping on the re-delivery.
If this information has not provided the answer, you are looking for, please email us. Thank you for choosing to buy from Boba Box. We really hope you enjoy your purchase!