Free UK Delivery and Returns

Help Desk

Please select the subject below and click for more information.
  • Is it safe to shop online at Boxfresh?

    Yes, it’s entirely safe and secure.

    Our Boxfresh store is Verisign certified so you can shop with confidence. Plus, each payment is subject to a fraud validation and authorization by both the card issuer and Boxfresh.

     


  • I’m new, how do I order?

    At Boxfresh we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us. This is a very simple process and will ensure you can quickly and safely make orders. Once you have created your account, browse the site; either using the categories listed down the side, our search function, or by looking at our most recently added products. Select your size, and add the item to your cart. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

  • How can I pay?

    You can pay for your order using any of the below payment methods.

    Payment types

    Shopping on Boxfresh.com is completely safe and secure. Each payment is subject to a fraud validation and authorization by both the card issuer and Boxfresh.

    Alternatively, we offer you the option of using checkout by Paypal. Please note any payments through Paypal are the responsibility of the third party.

    Any part payments can only be completed using a debit/credit card.

  • Do you offer a student discount?

    We don’t currently offer an ongoing student discount.

    However, we do run regular special promotions. Keep an eye on the customer emails you receive from us to know when these hit.

     

     

  • I have received the wrong items

    It’s very rare for this to happen, but if you’ve received goods you didn’t order or incorrect items, please return them to us. We will reimburse you for the return costs, and subsequent re-delivery costs (if applicable).

    On receipt of receiving your returns, we will send out the correct items.

    Please review our Delivery & Returns page for more information: Delivery & Returns Page

     

  • The item(s) I have received are faulty

    If you’ve received goods you believe to be faulty, please return them to us. We will reimburse you for the return costs, and subsequent re-delivery costs (if applicable).

    On receipt of receiving your returns, we will send out replacement items.

    Please review our Delivery & Returns page for more information: Delivery & Returns Page 

     

  • How long does delivery take?

    Our delivery details are as follows:

    UK

    Standard delivery orders will be with you within 5 working days.

    Express delivery orders placed before 8pm will be delivered the following working day.

    *Please note that UK Express orders placed on Friday before 8pm, will be delivered on saturday.

    Europe

    For Standard Delivery EU please allow 3-7 working days.

    For Express Delivery EU  please allow 1-3 working days.

    Worldwide

    Please allow 7 to 15 working days.

     

  • I haven't received my order

    The Order Confirmation email you received will tell you when to expect your delivery. You can track the progress of your parcel here: www.boxfresh.com/customers

    If your order is overdue, please contact our customer services team at customerservice@boxfresh.com

     

     

  • What happens if I’m not in when the delivery is made?

    If you’re not at home when your order is delivered, the delivery company will leave a calling card. You can rearrange delivery by calling the number on the card.

    Alternatively, you may be able to collect your order from your local depot. We would advise that you contact them first to make sure that your parcel is ready for collection.

     

  • What is the cost of delivery?

    Our shipping costs are below

    UK

    Standard delivery is £3.95

    Express delivery is £5.95

    Europe

    Standard delivery is €10.00

    EU Express delivery is €12.00

    Worldwide

    Standard delivery is $19.95

  • Which countries do you deliver to?

    We deliver to almost everywhere in the world so you can receive your Boxfresh wherever you are.

    We do not currently ship to: Sudan, Iran, Myanmar, North Korea, Syrian Arab Republic, Iraq or Cuba

  • Can I return an item that I purchased from a store?

    If you purchased an item from a store, it needs to be returned to the store, together with the receipt for the original transaction. You can only return products to us by post if they were bought direct from this site.

     


  • What’s your returns policy?

    You may exchange or return new, unworn or unused products within 30 (thirty) days from the date on which the goods were shipped to you. All goods will be inspected on return. We are not responsible for any items that are returned to us by mistake. Returns are free for UK customers. If you have lost your returns label you can contact our Customer Service team directly who will provide you with the information you need to go inside the package.

    For more information review our Delivery & Returns Page


  • Do you offer free returns?

    Yes - If you're a customer from the UK. You’ll find a pre-paid returns label, along with a returns form, in your package. In the UK you can also use CollectPlus to return goods.

    Please see our returns policy for more details.

    International customers will have to pay for returns.

    For more information review our Delivery & Returns Page

     

     

     

  • How can I return an item?

    You may return new, unworn or unused products within 30 days of delivery for a full refund of the cost of the goods, or an exchange if preferred.

    When you received your order you will have received a returns note with your invoice. Please ensure you fill in the returns information on this slip and include it in your returns package. We need the completed returns slip to process your return for you.

    UK customers

    Returning items is free of charge. You’ll find a returns form and returns label in your package. Please make sure that you include the completed form in your returns package, and that it’s packed and sealed securely. You can also return items using CollectPlus, to do this simply visit the CollectPlus website and fill in your details before printing off the returns label. You can also find your nearest CollectPlus drop off point from their website.

    The Royal Mail returns label is pre-paid by Boxfresh. We advise that you obtain a proof of posting.

    Non-UK customers

    Though you will receive a refund for you order, you’ll need to pay the cost of shipping the returns parcel yourself. However, items found to be faulty will have the shipping cost refunded.

    When handing the parcel over to your chosen carrier, we advise choosing a signature required service and retaining the proof of posting slip.

    Remember

    Your parcel is your responsibility until it reaches us, so we recommend using Registered Post. We cannot accept responsibility for parcels that get lost on the way to us. In the unfortunate event that a parcel goes missing in transit, you will need a proof of posting slip as Boxfresh cannot assume responsibility for items that do not arrive at the Returns Centre.

    We can only issue you with a refund if the returned product concerned is in reasonable condition.

    Refunds will be credited to your debit/credit card no later than 30 working days after we receive your returned goods.

    For more information review our Delivery & Returns Page



  • Have you received my returned item?

    Returns can take up to 14 days for us to process.

    If you have returned an item(s) to Boxfresh within the 30 day policy and used the returns slip included on your despatch note, you can be sure we’ll process it and notify you via email when this has happened.

    For more information review our Delivery & Returns Page

     

     

  • Where do I return my item(s) to?

    Please send your goods back to our warehouse using the returns order form. You’ll find this in your package.

    The address to send to is: Boxfresh Returns, Unit 2 Walker Park, Walker Road, Guide, Blackburn, BB1 2QE

    For more information review our Delivery & Returns Page

     

     

  • How do I set up an account?

    Setting up an account with Boxfresh is easy. Go to www.boxfresh.com/customer.

    Here’s what you’ll be able to do with your account:

    • Edit and manage your delivery and billing addresses, change your password.
    •  Track your orders, view past orders, track your returns and exchanges.
    • Save products to your basket for later. Review your basket and check out at a time that suits you.
    •  Get information about our products, news and events before anyone else.
    • Enjoy special benefits, like discounts just for you when it’s your birthday.
    •  Personalise the email service you get from us, so you only receive the information you want.
    • Sign up for our loyalty scheme. The more you shop, the more we treat you.
    •  Access any Boxfresh Credits you have accrued.
    • Refer a friend to our website for 10% off your next order, and 10% off their first order.
    •  Feel confident in your purchases through product reviews and TrustPilot reviews.
  • Do I have to create an account to shop on your site?

    We know you want to shop quickly and easily. That’s why you have the choice of creating either a Standard account or an Express account.

    If you're in a hurry, you can use the Express account feature to complete your order - all we need is your email address to send your confirmation to.

    We recommend that you take a few minutes to sign up for a Standard account, as you’ll have access to a host of benefits:

    •  Edit and manage your delivery and billing addresses, change your password.
    • Track your orders, view past orders, track your returns and exchanges.
    •  Save products to your basket for later. Review your basket and check out at a time that suits you.
    • Get information about our products, news and events before anyone else.
    •  Enjoy special benefits, like discounts just for you when it’s your birthday.
    • Personalise the email service you get from us, so you only receive the information you want.
    •  Sign up for our loyalty scheme. The more you shop, the more we treat you.
    •  Access any Boxfresh Credits you’ve accrued.
    •  Refer a friend to our website for 10% off your next order, and 10% off their first order.
    •  Feel confident in your purchases through product reviews and TrustPilot reviews.
  • I can’t sign in to My Account

    If you received a message saying your email address or password is not recognised, please check that you’re using the same email and password that you registered with.

    If you still cannot log in, please use the 'Forgotten Password' link to get a new password sent you by email.

  • I have an account, but have forgotten my password.

    If you received a message saying your email address or password is not recognized, please check that you’re using the same email and password that you registered with.

    If you still cannot log in, please use the 'Forgotten Password' link to get a new password sent you by email.

  • How can I pay for my order?

    You can pay for your order by credit or debit card. We accept Visa, American Express and MasterCard. We also accept payments via PayPal. Please select your preferred method at the check out.

  • How do I clean my item?

    Each product page has its own cleaning instructions, which we recommend you follow.

    Here’s a general guide:

    Leather shoes

    Wipe clean with a damp cloth.

    Suede shoes

    Use a suede cleaning product and follow the instructions closely.

    Nylon or canvas shoes

    Wipe clean with a damp cloth.

     

  • I can’t sign in to My Account

    If you received a message saying your email address or password is not recognized, please check that you’re using the same email and password that you registered with.

    If you still cannot log in, please use the 'Forgotten Password' link to get a new password sent you by email.

  • I cannot complete my order

    If you're having technical issues when placing your order please don't worry. Our website is completely secure so any details you're worried about will be protected. In the meantime you can contact our customer services who will be more than happy to complete your order for you.

    customerservice@boxfresh.com

  • About Boxfresh

    Created in 1989, at a time when fashion was a mixing pot of cultural tribes – goths, punks, mods, skinheads, new romantics. And they all had a uniform. But for the rest of us, casual wear was dull, middle of the road and unevolved. Boxfresh was our retaliation to this. Fuelled by a fresh attitude and an entrepreneurial spirit, we began making customized prints on vintage stock tees – a unique use of creative fusion. We were a small part in this new wave emerging, stemming directly from the streets and the people that walked them. A small spark igniting the rise of streetwear as we know it.

    As our name suggests, we’re obsessed with shoes. We’re obsessed with the process of making, designing, refining what we do. Questioning and re-evaluating every process, every material, every detail we craft. We are inspired by the cities we grow, live and work in.

    Almost 30 years on and yes we’ve evolved. We’re a little less loud, more refined. But at our core though not much has changed, we’re still a small team fuelled by our passion for making great products for people to love.

    We take pride in doing the simple things well. Still obsessed by the process. Obsessed by the details. Every shoe is built with this detail. Every shoe is a reflection of this story. This is us. What we did, and what we do.