FAQs | Lovely Box UK - Monthly Themed Candle & Scent Subscription
What is Lovely Box?

Lovely Box is a home scent subscription box that ships 4-5 products to you per month, to discover, try and enjoy at home. We are passionate about featuring and introducing you to upcoming, niche and independent scent brands. 

What products will I get?

Each box will be curated with hand picked home scents that have been tried and tested by ourselves for quality and scent.  The items in the box whilst not identical in smell are selected to complement each other throughout your home. The items will vary from candles, tealights and wax melts to diffusers, room sprays, incense sticks and accessories.  The type of product will also vary from month to month depending on the season so spring and summer products may include diffusers and room sprays as the main product as opposed to a candle.

Do I have to order every month?

If you place an order for a box then you will automatically be enrolled to receive a box the following month for the same price however if you do not wish to receive the box then you can skip that month or cancel at any time.

How do the subscriptions work?

Once you sign up, if it is before the 15th of the month, we will ship you a box for that month.  If it is after the 15th, you will be shipped a box for the following month.  Payments are taken from your account on the 1st of each month after the delivery of your first box.  There is no tie in whatsoever so if you want to cancel you can do this at any time. 

Why don’t I receive your emails?

You should receive our emails if you have purchased something from our site or signed up for a subscription. Emails will be sent to the address registered on your account. Check your junk/spam folder in case they are being stopped by your spam filter. If you would like to join our newsletter but haven’t yet purchased anything from us, email hello@lovelybox.co.uk  and we will be happy to add you to our mailing list.

How much does it cost?

Our boxes are £24.95 per month with FREE postage.  For those that are signing up for the first time, they will receive their first box for only £15.00.

Are there any hidden fees?

No, the only cost is the monthly £24.95 fee.  If you want to cancel at any time simply log into your account and click the button to cancel, it's as simple as that.    

Can I login to my account?

Yes, when you make your first order, you will be able to set a password for your account. You can then login at the top of our website. Once you have logged in to your account, you can make changes to your subscription such as; change your shipping or billing address, payment details, skip a box, change or cancel your subscription.     

What happens when my subscription ends?

Your subscription will auto renew each month until you cancel your subscription, so you don’t need to do anything should you want to continue with your subscription. 

Can I change my shipping address?

You can do this in your customer account at any time or alternatively, email us on hello@lovelybox.co.uk and we will be happy to help you.     

Which payment types do you accept?

Payment can be made via credit or debit card. We accept payment by most credit and debit cards.    

When is my next payment and/or delivery due?

For our subscription plans, the payment for your first box will be taken when you signup. Subsequent payments will be taken on the 1st of the month. (For example if you sign up on 10th April, payment will be taken on the 10th April for your first box, 1st May for your second box and each month thereafter until you cancel).     

I want to continue my subscription, what do I do?

Your subscription will automatically renew unless you cancel. So, you don’t need to do anything!     

Can I suspend or pause my subscription?

You can make changes to your subscription in your customer account including skipping the next box if you want to miss a month, for help, please email hello@lovelybox.co.uk

I have a discount code, how do I use it?

You can add your discount or promotional code at the first page of the checkout.  Its at the part marked 'coupon'.    

How can I cancel my subscription?

You can cancel your subscription at any time in your customer account. If you no longer want your subscription, please make sure that you cancel before your renewal date otherwise your renewal will be processed and you will be charged for that month's box. Subscriptions are renewed on the 1st of the month, no refunds can be processed once your subscription has been renewed. If you are cancelling your subscription on or after the 1st of the month, you will still receive that month's box as your box has already been allocated.      

My voucher code will not work

Please check that your voucher code is still valid and hasn’t expired. Ensure you enter the discount code exactly (it will not working if an incorrect number or letter is accidentally added). If you are still having problems, please contact us and we will be happy to help.  

Can I find out what is in my box?

We don't reveal in advance what the box products will be, it would spoil the surprise for you and the unboxing excitement! Sometimes we will have a sneak peek of our favourite product in the upcoming box on our website or social media accounts. You can browse our website to get an idea of the brands and products that may be featured in upcoming boxes. You can see the contents of our recent past boxes on our 'shop' page (while stocks last).

How should I use the products in my box?

You will receive a box insert in your box with information on each product. You can also find further information on our website or blog for the individual products, descriptions for use and information on the product ingredients where possible.  

Will I like the products in my box?

We work hard to feature a independent artisan brands that are of high quality that both look and smell nice for our customers to enjoy 

Can I see a list of brands you are working with?

We are constantly evolving in our choice of brands and you will see the type of brands are using in our previous box section

What if I don’t like the products in my box?

If this happens, make sure you email us to let us know. It’s important to us to hear your thoughts and we will respond to your email. We will try our best to resolve any problems you may have with your box. We include a variation of product types but we won't be able to please every subscriber with every single box, so please think of LB as a lucky dip - you may not love every product but this is the nature of a subscription box. Products that may not be for you, always come in useful for gifts and presents for friends! 

Will I get the same product more than once?

The nature of our subscription box is home scent therefore the type of product may not vary i.e. a candle or room spray however we will continue to introduce new brands and scents in each box.  If a scent is ever repeated within a box it will be done so to complement the monthly theme.

I have allergic reactions to some beauty products, or I can suffer from allergic reactions. What should I do?

Unfortunately we are not able to guarantee that your box will be free of certain substances or ingredients. We take allergic reactions very seriously but a persons allergy problems are outside of our control, and as such we cannot promise that you will not have an allergic reaction to a featured product or ingredient. If you have an allergic reaction to a product, we understand you may not want to continue your subscription. If you suffer from an allergy to certain ingredients, substances types, we strongly recommend that you very carefully check the ingredients of a product before using it. If in doubt, do not use products that you think you could have an allergic reaction to.     

Where do you ship to?

We currently only ship within the UK but please check our website or sign up to our newsletter for regular updates.

What happens if I receive a damaged item?

Unfortunately some parcels do not receive careful treatment in transit. If you receive a damaged or broken item in your box, please email us with details and a photograph of the damaged item/s so that we can help. We will arrange for a replacement to be dispatched to you as long as you contact us within 14 days of receiving your order. If an identical item is not available, we will offer an alternative item/s of the same or higher value. Should this not be possible, we reserve the right to refund the relevant amount back to your payment method (for example, if 1 of 5 products arrived damaged and we are unable to provide an identical item or item of the same or higher value, we reserve the right to refund 20% of your payment, including P&P, as a refund for the damaged item). If you receive any damaged or missing products, you must contact us within 14 days of receiving your order. Any complaints received after 14 days will not be eligible for a refund or a replacement.    

What happens if I can't be sent a replacement or my replacement doesn't arrive?

Unfortunately the occasional parcel goes missing in the post and does not reach the recipient. Also, on occasion we may not have enough stock to provide an identical replacement. In the unlikely event that your parcel does not reach you or we are unable to provide a replacement item, we reserve the right to provide an alternative product or to refund the relevant amount back to your payment method (for example, if 1 of 5 products arrived damaged and we are unable to provide an identical item, we reserve the right to refund 20% of your payment, including P&P, as a refund for the damaged item). In a case of damaged or missing products, you must contact us within 14 days from the delivery date. In the case of a lost or missing box, you must contact us within 14 days from the date of shipment. Any complaints received after 14 days of your box being shipped will not be eligible for a refund or a replacement.      

When will I receive my order?

Monthly boxes are usually dispatched between the 13th-15th of the month (+ or - 2 days). If the 15th of the month falls on a Saturday or Sunday, your box will be  shipped on the next working day (+ or - 2 days). Boxes are sent via Royal Mail and should arrive within 3-5 working days of receiving your dispatch email.  Please note that this is not guaranteed and you should allow 14 days for delivery, some parcels can take longer due to items being delayed, postal delays and during peak periods such as Christmas & New Year, and bank holidays.

My box hasn't arrived!

Your box should arrive within 3-5 working days of receiving your dispatch email. If your box has not arrived within 5 working days, we recommend that in the first instance, you check with your local sorting office. Royal Mail should leave a red card if they are unable to deliver your box but sometimes these cards can be misplaced so we ask that you check with your local sorting office, in any 'safe place' and with your neighbours, if they may have accepted the delivery for you. If your box does not arrive, please contact us within 14 days so that we can help. Please note, if we have received delivery confirmation for your shipment, unfortunately we cannot provide a replacement or refund, as this proves delivery of the order. Once delivery has been made, we take no further responsibility for the shipment and products will be at your risk from the point of delivery. In the case of a lost or missing box, you must contact us within 14 days from the date of shipment. Any complaints received after 14 days of your box being shipped will not be eligible for a refund or a replacement box.    

My box has been returned to you!

If Royal Mail are unable to make delivery they will hold your parcel at your local sorting office for collection. Your box will only be held for 18 days. If it is not collected within this time, it may be returned to us. If your box is returned to us and you would like it sending out again, we will be more than happy to reship your box. We charge P&P at £3.99. This is because we have to pay for postage again and the mailing box needs to be replaced when parcels are reshipped. If your box is returned to us, please contact us on hello@lovelybox.co.uk

Do you accept PayPal?

As we are a subscription based business, our software does not work with Paypal as it cannot facilitate recurring payments.  As a result, we do not accept PayPal as a payment method. Our payment processor is Stripe which is one of the most widely used payment engines in the world so you can be confident of the security of your payments.

Is Lovely Box cruelty-free?

We only source our products from small artisan UK-based suppliers who have confirmed they are cruelty-free.  Please see our statement

Can I subscribe and cancel straight away?

We'd like to hope that this isn't something you would want to do, however we know sometimes people just want a bargain.  

We offer our subscriber discount as an incentive to those wishing to kickstart a subscription with us, it's not meant as a discount to get a one-off box. 

The result of this is that we reserve the right to cancel and refund any order where the subscriber discount has been applied and been cancelled before the initial shipment has been sent.

"That lovely things exist, is a lovely thought."

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