Shipping Policy

Double Boxed delivers to customers in the United Kingdom only.

Some orders are dispatched from our UK fulfilment location, while others are fulfilled through our approved global fulfilment partners. Where an order is fulfilled through an approved global fulfilment partner and imported into the United Kingdom for delivery to your UK address, Double Boxed will manage the applicable import clearance process and arrange payment of any required import duties, UK VAT, customs clearance fees or related import charges.

This means customers should not normally be required to pay additional import duties, customs clearance fees or import taxes upon delivery.

Depending on product availability, stock location and the delivery address, your order may be dispatched from our UK fulfilment location or from one of our approved global fulfilment partners.

This does not mean Double Boxed offers global delivery. Double Boxed currently delivers to UK customer addresses only.

Regardless of the fulfilment location, your order is placed with Double Boxed. Double Boxed remains responsible for managing your order, providing tracking support, handling customer service enquiries and assisting with delivery-related issues.

Delivery Area

Double Boxed currently delivers to addresses within the United Kingdom only.

We do not currently offer delivery to customers outside the United Kingdom.

Available delivery services, delivery costs and estimated delivery timeframes will be shown at checkout before you place your order.

Delivery Services

All orders are shipped using tracked delivery services. Where available, we use tracked and signed courier services to provide a secure delivery experience.

Depending on the delivery address, stock location, fulfilment route and courier availability, your parcel may be shipped with DHL, DPD, Royal Mail, UPS or another reputable tracked delivery provider.

A tracking number will be emailed to you once your order has been dispatched. Please allow time for the tracking information to update after the shipping label has been created.

If your tracking status shows “Label Created”, this means the shipment has been booked and is waiting for its first in-transit scan from the courier. In some cases, tracking may remain at this stage for 1–2 business days before updating.

Dispatch Time

We aim to dispatch orders within 24–48 hours after the order has been placed, excluding weekends and public holidays.

For orders fulfilled through approved global fulfilment partners, dispatch and tracking updates may take slightly longer due to warehouse processing, export handling, import clearance preparation or courier collection schedules.

Dispatch time refers to the time it takes for your order to leave the fulfilment location. Delivery time begins once the parcel has been collected and scanned by the courier.

If there is any significant delay with your order, we will contact you by email.

UK and Global Fulfilment Partners

Some products are held in the United Kingdom, while others may be fulfilled through our approved global fulfilment partners.

Your order may be dispatched from:

• Our UK fulfilment location

• An approved European fulfilment partner

• Another approved global fulfilment partner

This fulfilment model allows Double Boxed to provide access to a wider product range while continuing to deliver to UK customer addresses only.

The fulfilment location does not affect your customer service relationship with Double Boxed. All order queries, tracking support and after-sales communication should be directed to Double Boxed.

Customs, Duties and Import Charges

Where an order is fulfilled through an approved global fulfilment partner and imported into the United Kingdom for delivery to your UK address, Double Boxed will manage the applicable import clearance process.

Double Boxed will arrange and pay any required import duties, UK VAT, customs clearance fees or related import charges required for delivery to your UK address.

This means customers should not normally be required to pay additional import duties, customs clearance fees or import taxes upon delivery.

If a courier contacts you requesting payment for import duties, taxes or customs clearance fees, please contact Double Boxed before making any payment so we can review the request and assist you.

Customers remain responsible for providing accurate delivery details and any information reasonably required by the courier or customs authority to complete delivery. If a parcel is delayed, returned, refused or charged additional fees because of incorrect delivery information, refusal of delivery, failure to respond to courier or customs requests, or failure to collect the parcel within the courier’s stated timeframe, additional costs may be the responsibility of the customer where permitted by law.

UK Delivery Costs and Timeframes

Delivery options, delivery costs and estimated delivery timeframes will be shown at checkout before you place your order.

Delivery timeframes may vary depending on the courier service, stock location, fulfilment route and delivery address.

Although Double Boxed is a UK-based retailer, some products may be fulfilled through approved global fulfilment partners. Where this applies, Double Boxed will manage the fulfilment process and any applicable import clearance requirements.

Delivery timeframes are estimates only and may be affected by courier delays, import clearance processing, public holidays, local delivery conditions or other events outside our direct control.

Failed Delivery, Missed Delivery and Uncollected Parcels

Customers are responsible for ensuring that the delivery address provided at checkout is complete, accurate and accessible to the courier.

If a delivery attempt is missed, the customer should follow the courier’s instructions to rearrange delivery or collect the parcel from the stated collection point within the timeframe provided by the courier.

If a parcel is not collected, delivery is refused, or the courier is unable to complete delivery due to incorrect or incomplete address details, the parcel may be returned, held, disposed of, or become subject to additional courier fees depending on the courier’s policy.

If the parcel is returned to Double Boxed or to one of our fulfilment partners, we will contact you to arrange the next steps. Where a redelivery is requested, additional shipping costs may apply. Where a refund is agreed, any non-recoverable shipping, courier, customs, handling or return costs may be deducted where permitted by law.

Incorrect Address Details

Please ensure your delivery address is correct before placing your order.

Once an order has been dispatched, we may not be able to amend the delivery address.

If an order is delayed, misdelivered, returned or lost because the customer provided incorrect or incomplete address information, Double Boxed will assist where possible, but additional courier, redelivery, return, customs or handling costs may apply where permitted by law.

Multiple Shipments

Some orders may be split into multiple parcels if items are fulfilled from different stock locations.

If this happens, you may receive more than one tracking number.

There is no additional charge to the customer where Double Boxed chooses to split the shipment for fulfilment purposes.

Package Confirmed Lost in Transit

If the courier officially confirms that your parcel has been lost during transit, we will contact you to offer one of the following resolutions:

• A free replacement shipment, subject to stock availability; or

• A full refund to your original payment method.

We will open an investigation with the courier and, once the loss is confirmed, your case will be processed as quickly as possible.

Courier investigation timeframes may vary depending on the courier, delivery address and fulfilment route. Investigations typically take 5–14 business days, although some cases may take longer.

You will not be responsible for any additional shipping costs where the parcel is officially confirmed as lost in transit by the courier.

Marked as Delivered but Not Received

If the tracking status shows “Delivered” and the courier provides delivery proof, such as GPS location, signature confirmation, delivery photo or confirmation of delivery to a nominated safe place, but you have not received the parcel, please check the following first:

• Check with household members, neighbours, reception staff or building management

• Check around your property, including doorstep, mailbox, porch, garage, bin area or nominated safe place

• Contact your local delivery depot or post office for further delivery information

• File a complaint or investigation request with the courier and request written confirmation

If you are certain the parcel is missing, please contact Double Boxed and provide any relevant information available, such as:

• Courier complaint confirmation or investigation reference

• Any delivery dispute information provided by the courier

• Police report reference, where applicable

Double Boxed will assist by following up with the courier’s investigation. Please note that where a parcel is marked as delivered with valid courier proof, the information available to us as the sender may be limited.

We will review each case fairly based on the available evidence, courier investigation outcome and applicable consumer rights.

Safe Place and Delivery Instructions

If you request that a courier leaves your parcel in a safe place, with a neighbour, at a reception desk or in another nominated location, the courier may treat this as delivery to your authorised location.

Please choose delivery instructions carefully. If a parcel is delivered in accordance with instructions provided by the customer, this may affect the outcome of any missing parcel investigation.

Delivery Delays

While we aim to dispatch and deliver orders as quickly as possible, delivery timeframes are estimates and are not guaranteed unless a guaranteed delivery service has been expressly offered and purchased.

Delays may occur due to courier disruption, import clearance processing, warehouse processing, high-volume periods, public holidays, weather conditions, incorrect address details or other circumstances outside our direct control.

If your order is significantly delayed, please contact Double Boxed and we will investigate with the courier or fulfilment partner.

Order Tracking Support

Once your order has been dispatched, you will receive tracking information by email.

If your tracking has not updated for several business days, or if you believe there is an issue with your delivery, please contact Double Boxed with your order number and tracking number.

We will assist by checking the shipment status and contacting the courier or fulfilment partner where required.

Customer Responsibility

To help us deliver your order successfully, customers are responsible for:

• Providing a complete and accurate UK delivery address

• Ensuring someone is available to receive or collect the parcel where required

• Monitoring tracking updates after dispatch

• Responding to courier delivery requests where needed

• Contacting Double Boxed promptly if there is a delivery issue

• Providing any information reasonably required to complete delivery or resolve a courier investigation

Our Responsibility

Double Boxed remains responsible for managing your order and supporting you with delivery-related issues.

Where a parcel is officially confirmed as lost in transit, we will arrange a replacement or refund in accordance with this policy.

Where a delivery issue requires courier investigation, we will assist you and review the case fairly based on the available tracking information, courier evidence, customer information and applicable consumer rights.

Contact Us

If you have any questions about shipping, tracking, import clearance or delivery support, please contact Double Boxed with your order number.

Email: help@doubleboxed.co.uk

We will review your case and assist you as quickly as possible.

Your Legal Rights

Nothing in this Shipping Policy affects your statutory rights.

Double Boxed will handle delivery issues in accordance with applicable UK consumer law. If your parcel has not arrived, is confirmed lost, or there is a delivery issue requiring investigation, please contact us so we can assist you directly.