DOUBLE BOXED FAQ

DO YOU HAVE A PHYSICAL STORE?
  • Double Boxed operates entirely online and we do not currently have a physical store.
ARE YOUR ITEMS AUTHENTIC?
  • DOUBLE BOXED guarantees 100% authenticity with a thorough inspection and certification process. Every item is inspected for packaging, appearance, components, and accessories. Flaws are intercepted, authenticity is verified by professional certifiers. Only fully authenticated products reach our customers.
DOES THE SIZING VARY FOR EACH BRAND OF SNEAKER?
  • Depending on the brand of the sneaker, the size you may require can change.
  • On every product listing, we have a section designated to explaining the way in which size and the fit of the shoe may differ.
  • Of course, everyone’s feet are different and with our refund and exchange policy, you can always return or exchange your shoes if they are not the perfect fit.
WHAT DOES GS MEAN?
  • ‘GS’ sizing stands for ‘Grade School Sizing’. Traditional sneaker silhouettes are reconstructed to suit a smaller and narrower foot.
  • The sneakers were designed to fit a foot smaller than the average male sizes.
  • For this reason, we always recommend sizing up by half a size when purchasing any ‘GS’ product.
HOW DO I RETURN MY ORDER?
  • If you are not satisfied with the goods you have received, you have the option to return them to us using the return portal
Return Window:
  • Requests must be made within 7 days of delivery.
Conditions of Products:
  • It must be good condition and has a DOUBLE BOXED original tags attached.
  • Products must be returned in their original boxes and placed in protective packaging for return shipping.
Fees and Charges:
  • Original processing & shipping fees are non-refundable.
  • Customers are responsible for the return shipping fee.
  • Refunds will be issued using the original payment method only.

** Returns will not be accepted if the products/boxes are damaged/not in their original condition or if the tags are removed.

Ordering & Payment


Everything about placing an order, payments and changes after checkout

Can I cancel my order within 1 hour?

Yes. Please contact us within 1 hour of checkout, and We will attempt to stop the fulfilment process. A cancellation fee of 10% applies once an order is placed. Orders that have already shipped cannot be cancelled;Please use the returns process instead.
Refunds & Cancellations
I didn’t receive the order confirmation email — what should I do?

At First, Check your spam or junk folder. If it’s not there, please log in to My Account to verify your order. Then, contact us with your name, email, and zip code so we can resend it.
Contact us
What payment methods do you accept (Card, PayPal, Klarna)?

We accept major Debit/Credit Cards and PayPal. Klarna/Pay-Later options may appear at checkout based on your location and eligibility.
FAQ Hub
Can I apply discount codes or gift cards at checkout?

DoubleBoxed occasionally issues discount codes. Currently, we do not support payment via gift cards.
Contact us
Can I change my shipping address after placing the order?

If your order has not yet been shipped, Please Contact Us as soon as possible. We will do our utmost to update your information. Once the package has been dispatched, the delivery address cannot be changed; you may request a forwarding service from the courier company (if supported by your local carrier).For more information, please refer to our
Shipping Policy
Do you charge in GBP and will my bank add fees?

Yes — all orders are processed in GBP (£). If your card/account isn’t in GBP, your bank will convert the payment and may apply FX/overseas transaction fees using its own exchange rate. the final charge is in GBP. For exact rates or fees, please check with your card issuer/bank.If you have any further questions, Please Contact Us.
How do I use Shop Pay / Apple Pay / Google Pay?

DoubleBoxed supports multiple payment methods. If you wish to use Shop Pay/Apple Pay/Google Pay, please refer to the corresponding payment method agreements. For any other questions, Please Contact Us.

Shipping & Delivery (UK/EU)


We usually dispatch within 24–48 hours. See courier options, next-day services and EU duty/VAT

How quickly do you dispatch orders (UK)?

We typically ship orders within 24 to 48 hours on business days. You can track shipping updates once the courier scans the package for the first time.
Shipping & Delivery
Do you offer Next Business Day delivery?

We currently don't offer next-day delivery service, but we will introduce this service in the future.Please refer to our Shipping & Delivery
What does “Label Created” mean on my tracking?

Your package has been successfully scheduled and is awaiting the courier's initial scan confirmation. This status is normal until the package is picked up for processing.
Shipping & Delivery
Do you offer delivery services on weekends and public holidays?

We do not provide delivery services on weekends or holidays.For more information, please refer to our Shipping & Delivery
Do I need to pay VAT or customs duties within the EU?

EU orders may incur import VAT/customs duties based on local regulations. These fees are set by customs authorities and are the responsibility of the purchaser.
Shipping & Delivery
Which couriers do you use (DPD / Royal Mail / UPS / DHL)?

Double Boxed dispatches all packages from the United Kingdom using a tracked and signed service with DHL, DPD, Royal Mail and UPS.For more information, please refer to Shipping & Delivery
My shipping information hasn't been updated. What should I do?

If there are no updates to your order information, please contact us promptly for the latest status.For more information, please refer to our Shipping & Delivery
Do you ship internationally outside the UK/EU?

Doubleboxed currently does not offer shipping services outside of the UK/EU.For more information, please refer to our Shipping & Delivery

Returns & Refunds


How to start a return or exchange and how refunds work

What is your returns window and basic conditions?

Returns are accepted within 7 days of delivery. Items must be new, unworn and in the original box/tags. Opened blind boxes and items marked final sale are non-returnable.For more information, please refer to our Refund Policy
How do I start a return or exchange?

Please submit your request through the Returns Portal and ship the package back as instructed. Exchanges are subject to availability; otherwise, we will issue a refund according to our Refund Policy.
Who pays for return shipping? Is there a fee?

DoubleBoxed offers a 7-day return and exchange service. Buyers are responsible for both the return and shipping fee.For more details, please refer to our Refund Policy.
When will I receive my refund after the package arrived?

Once we have received your return, we will check to make sure everything coincides with our Terms & Conditions and we will process your refund within 3-5 working days. This will then show on your original payment method within 1-3 business days.For more details, please refer to our Refund Policy.
Can I exchange for a different size or colour?

DoubleBoxed offers a 7-day return and exchange policy. Some items have price differences between sizes. For exchanges, please select a size within the same price range.For more details, please refer to our Refund Policy.
Can I cancel my order and is there a cancellation fee?

Free order cancellation within 1 hour. Orders cannot be canceled once shipped.For more details, please refer to our Refund Policy.
Which items are non-returnable？

Due to the unique nature of POPMART products, returns and exchanges are not supported.For more details, please refer to our Refund Policy and Return Policy
What should I do if my item arrives damaged or incorrect?

If the item you receive is damaged or incorrect, please Contact Us immediately. Doubleboxed will provide you with comprehensive after-sales support.For more information, please refer to our Refund Policy.

Sizing & Fit (Women/GS)


Size conversion (UK/EU/US), GS → Women’s and brand-specific fit tips

Where can I find the size guide for this model?

We have provided corresponding sizing guides for each product on the product detail page.If you have any questions, please contact us.
Half sizes vs full sizes — what’s the safer choice?

Like New Balance 204l New Balance 204L “Mushroom Arid Stone” and New Balance 204L‘Timberwolf Linen' recommend order a half size up,For other shoe styles, please select your size based on your foot width.If you have any questions, please contact us.
Do Nike / ASICS / New Balance / Adidas fit true to size?

Nike / ASICS / New Balance / Adidas products are all standard sizing. Most styles follow standard sizing, but due to variations in materials and lasts, we recommend checking the product page description and the brand's size guide.
For New Balance products, we recommend purchasing a half size larger.If you have any questions, please contact us.
How do I convert GS sizes to Women’s

As a guide, GS 6.5Y ≈ Women’s UK 6 / EU 39 / US W8. Fit varies by brand; wide feet or high instep may size up ½ size.If you have any questions, please contact us.

Authenticity & Condition


100% authentic, brand-new items. Every pair is verified in-house before dispatch

Are your items 100% authentic — how do you verify?

DOUBLE BOXED guarantees 100% authenticity with a thorough inspection and certification process. Every item is inspected for packaging, appearance, components, and accessories. Flaws are intercepted, authenticity is verified by professional certifiers. Only fully authenticated products reach our customers.For more information, please refer to About Us
Are products brand new and unworn with original packaging?

DoubleBoxed guarantees that all products are brand new and unworn. Our team rigorously inspects every item to ensure it arrives in perfect condition to our customers.If you have any further questions, please contact us.
What’s considered a factory flaw？

Visible Glue Marks and Alterations to the Sneaker’s Upper Stitching Tissue Paper.For more details, please read the Factory Flaws Explained
What should I do if I believe an item is defective?

DoubleBoxed offers a 7-day return and exchange window for every customer. If you believe an item is defective, you may submit a return or exchange request during our return window. For further inquiries, please contact us.
Why might the shoe box have minor transit marks?

Due to potential mishandling of packages during transit by courier companies, the shoe boxes may sustain minor damage. Rest assured, every item is shipped with comprehensive protective packaging to prevent loss or damage caused by delivery issues.If you have further questions, please contact us.
Do you sell B-grade or used items?

DoubleBoxed pledges not to sell secondhand items.If you have any questions, please contact us.

POPMART / Blind Box


Sealed POP MART figures from authorised channels. Choose Single Box, Group One/Two (DoubleBoxed) or Whole Set

Can I return or exchange a blind box after opening?

No. Blind boxes are random; once opened they are non-returnable.For more information, please refer to our return policy.
What’s the difference between Single Box, Group One/Two and Whole Set?

Single Box = one sealed blind box from the listed POP MART series — the character is random.

Group One / Group Two = a DoubleBoxed-exclusive option that lets you buy one sealed single box from two different POP MART series within the same listing. Choose Group One or Group Two at checkout to receive one random box from that group’s series. Characters can’t be selected; duplicates may occur when buying multiples; secret/chase isn’t guaranteed unless the product page says so.

Whole Set = the complete set of all standard figures for one series (typically one of each); the secret/chase is only included if explicitly stated.
If you have any further questions, please contact us.
Can I choose a specific character or request a certain pull?

Due to the random nature of blind boxes, DoubleBoxed does not guarantee the presence of specific dolls inside.If you have any questions, please contact us.
Are blind boxes factory sealed — how is authenticity ensured?

Yes — Our POP MART blind boxes are supplied factory-sealed from authorised channels. We do not open or reseal them; packaging retains the original tamper-evident seal/hologram where applicable. To ensure authenticity, we source only from verified distributors and cross-check series/SKU labels before dispatch. Please note characters are random and secret/chase isn’t guaranteed unless stated on the product page. If a seal looks compromised or the box arrives damaged, photograph it on arrival and contact us within 48 hours so we can help.
How are blind boxes packed for shipping to avoid damage?

Our warehouse conducts thorough inspections of all goods prior to shipment and reinforces them with double-layered security boxes to prevent damage during in transit.If you have any questions, please contact us.
Do you offer gift wrapping or message cards for blind boxes?

Doubleboxed does not currently offer greeting card writing services. We believe we will add this service in the future. Please stay tuned. If you have any questions, please contact us.
What should I do if a figure arrives defective or missing parts?

If you discover significant discrepancies or damage upon receiving your package, please contact us immediately. We will process your return or exchange to provide you with the utmost assurance.

HOW CAN I CHECK MY ORDER STATUS?

WHEN CAN I EXPECT TO RECEIVE MY ORDER?
  • All orders will be shipped within 24-48 hours (excluding holidays and weekends).
  • A tracking number will be emailed to you once the order has been dispatched.
  • If you notice that the tracking status shows ‘Label Created’, this means that the shipment has been paid for and is waiting for the first ‘in-transit’ scan from the carrier.
  • Sometimes, the shipment status will stay in the ‘Label Created’ stage for 1-2 business days.
If you have any questions, please contact our online customer service or email help@doubleboxed.co.uk