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Frequently Asked Questions

ACCOUNT

Do I have to create an account?

No you don't, you can check out as a guest. However, creating an account makes your life easier when you return to us, enabling you to see past orders and track orders, you can also set up a wishlist.

What's my username?

When you signed up for an account, you will have used your email address as your user name.

What happens if I've forgotten my password?

Click the 'Forgot your password?' on the login page. You will be taken to a password reset page, enter your email address and a password reset form will be emailed to you.

How can I change the address details on my Curious Box account?

Log in to your account and click on "Edit" where you wish to modify your address details. If you need to update your email address, email us at info@acuriousbox.co.uk.

 

ORDERS

How do I place an order?

You can easily place an order following a few steps:

  1. Search, choose and add your favourite curiosities to the shopping cart.
  2. Select your shipping and payment method to complete your order.
  3. You will receive a confirmation e-mail and (if applicable) SMS.

How do I know if you have received my order?

After you have paid for your order, you will receive an automatic generated e-mail confirmation and (if applicable) SMS from www.acuriousbox.co.uk

I have not received a confirmation email

First check your spam folder, if you still have not received your confirmation e-mail, please contact us on info@acuriousbox.co.uk.

How do I track my order?

You can track your order and view past orders online by logging into My Account or by clicking the 'person' logo on the top right. Our parcels are collected on Monday and Friday. If you see an error message on the tracking page, it either has not been collected yet or it has not been scanned yet. If you continue to see this message, please contact us. Post offices and sorting centres are currently working at a reduced capacity so there may be delays.

Do you sell gift vouchers?

Yes we do, please visit our voucher page to choose your denomination.

I've got a discount code, how do I redeem it?

If you are lucky enough to have a discount code, you can redeem this at the checkout stage. Enter it into the discount box and click 'apply'. You can only add discount codes at the time of placing an order, not retrospectively.

Can I change an order once I've placed it?

If you wish to make a change to the product you have ordered please contact us at info@acuriousbox.co.uk. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. Please read our terms and conditions; clause 5 for further information regarding this.

 

PAYMENT

How can I pay for my order?

We accept online payments with PayPal and Visa, Mastercard, and American Express debit and credit cards via Shopify Payments. In the case of gift fayres and exhibitions, we accept contactless and swipe card machine payments with Visa, Mastercard, Maestro, and American Express debit and credit cards, Apple Pay and Android Pay via PayPal Here. Payment will be taken immediately, and in any event payment must be made before we dispatch the goods.

Am I charged for the items as soon as I order them?

Payment will be taken immediately, and in any event payment must be made before we dispatch the goods.

Why has my order been rejected?

Our store uses Shopify payments, which allows certain levels of fraud prevention. Because we want to keep our customers safe, as well as ensuring our little business isn't harmed in any way, our security levels are set at the highest. The following explanations detail the checks, and the reason why your order probably has not gone through. If your order has failed, yet it appears that money has still gone out of your account, please do not be alarmed. Banks sometimes need time to catch up to realise the order hasn't gone through, and this is pending, it will go in a day or two. If you are still concerned please contact us.

Address Verification System (AVS)

AVS compares the numeric part of your billing address and post code to the information on file with the card issuer. This helps reduce a significant amount of fraud, because unauthorised users often don't have the correct billing address. Therefore, please ensure you are typing in the correct billing address for your card.

Card Verification Value (CVV)

The CVV is a 3-digit or 4-digit number on the back of your card. Card companies prohibit the storage of the CVV code, so asking for the CVV is a way of ensuring that you have the card physically in your possession. Card information stolen from a merchant database is also less useable, because it shouldn't contain CVV information.

Please Note: Not all banks support AVS and CVV security checks. When it's enabled, AVS and CVV fraud filters apply only to orders where the customer's card-issuing bank supports these checks. If a bank does not support AVS or CVV security checks, then the check will probably fail, preventing the payment from completing.

My card has been rejected yet money has still been taken

Our store uses Shopify payments, which allows certain levels of fraud prevention. Because we want to keep our customers safe, as well as ensuring our little business isn't harmed in any way, our security levels are set at the highest. The following explanations detail the checks, and the reason why your order probably has not gone through. If your order has failed, yet it appears that money has still gone out of your account, please do not be alarmed. Banks sometimes need time to catch up to realise the order hasn't gone through, and this is pending, it will go in a day or two. If you are still concerned please contact us.

Address Verification System (AVS)

AVS compares the numeric part of your billing address and post code to the information on file with the card issuer. This helps reduce a significant amount of fraud, because unauthorised users often don't have the correct billing address. Therefore, please ensure you are typing in the correct billing address for your card.

Card Verification Value (CVV)

The CVV is a 3-digit or 4-digit number on the back of your card. Card companies prohibit the storage of the CVV code, so asking for the CVV is a way of ensuring that you have the card physically in your possession. Card information stolen from a merchant database is also less useable, because it shouldn't contain CVV information.

Please Note: Not all banks support AVS and CVV security checks. When it's enabled, AVS and CVV fraud filters apply only to orders where the customer's card-issuing bank supports these checks. If a bank does not support AVS or CVV security checks, then the check will probably fail, preventing the payment from completing.

 

DELIVERY

Do I have to pay for delivery?

I'm afraid so yes, we're a small independent company and just cannot absorb delivery costs. Further delivery information and costs can be found on our delivery page.

If part of my order is out of stock, do I have to pay an extra delivery charge when it's sent to me?

You can either receive a refund or if the item is coming into stock soon, you will be offered a later delivery for the out of stock item. We won't charge you any extra to deliver it when it comes back into stock.

How long do I have to wait for my order to arrive?

UK

As standard, parcels are dispatched via the Royal Mail Tracked 48 service and large letters via the Royal Mail 48 service (delivery aim for both is 2-3 working days in normal circumstances). Our Royal Mail collections take place on Mondays and Fridays, any orders received after 11am on those days will be collected on the next collection day. With heavier or larger parcels we will use a courier such as UPS, DX or Hermes. Collections do not take place on Bank Holidays.

What if I'm out when the postman/woman or courier tries to deliver?

Sending Via Royal Mail: If you have not specified a safe place for your delivery, no one is available at your address to take delivery and the parcel cannot be posted through your letterbox, or access is restricted, Royal Mail will leave a note informing you how to rearrange delivery, or how you can collect the parcel. If your parcel exceeds the time held at your local collection centre (usually 18 days), the parcel will automatically be returned to us. If you live outside of the UK, any items returned are subject to your country’s holding period and return policy. If Royal Mail are holding a parcel because there is a customs charge to pay, they will hold on to it for 21 days, and after that it will be returned to us. In these cases, refunds issued will be minus your original shipping cost (if applicable).

Courier: If you have missed the first attempt from a courier, they will usually leave a card notifying you of the next delivery date or collection information. They may leave a contact number so you can get in touch with the courier directly to reschedule a delivery. However, as their couriers are self-employed they are not obliged to leave a contact number. Alternatively the courier may leave your parcel in a 'safe place', this enables the courier to deliver your parcel even if you're not in. If they cannot deliver your parcel or if you have failed to pay a customs charge in the designated time period according to the courier used, the parcel will returned back to us. In these cases, we class the parcel as being undeliverable and will therefore issue you a refund once we receive the the parcel. 

Will you deliver to an upstairs flat?

Some properties such as blocks of flats have a door entry system and in some cases postman/woman and couriers may have had a problem getting in. In these cases, they will take the mail back to the delivery office and try to deliver it again the next day. You may choose to take action to ensure your address is accessible.

My address is unsafe or inaccessible

Sometimes it's not safe enough to deliver. For example, there might be bad weather conditions such as a flood, or a dangerous dog. Check if the address is safe (or was safe when you expected delivery). If the address isn't safe or accessible when delivery is attempted, then it may be treated as undeliverable.

Can I have different items from the same order delivered to more than one address?

No, you can only have them sent to one address. However, you can always place multiple orders, each with a different delivery address.

Does Curious Box accept and deliver orders from outside the UK?

At the moment no, sorry.


REFUNDS AND RETURNS

How do I return an item I have purchased?

If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. Please email us at info@acuriousbox.co.uk for the return address. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

Please read our Refund Policy for further information.

Do I have to pay for returns?

We will pay the costs of return if the products are faulty or misdescribed; or if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. In all other circumstances you must pay the costs of return.

Please read our Refund Policy for further information.


SECURITY

Is it safe to shop online at www.acuriousbox.co.uk?

Yes, please read our Privacy Policy for further information.

What do you do with my details?

We take protection of your personal information very seriously and will never share your details with any third parties to allow them to send you marketing.

For more information, please view our Privacy Policy.

Will I receive marketing emails from Curious Box?

Email marketing allows us to build a relationship with you, it is part of what is called permission marketing, we have to ask permission to use your email address for this purpose. During the checkout process, you can choose to receive email updates from Curious Box. If you choose to receive emails, you will be added to our 'Accepts Marketing' group, and we will email you with store updates, newsletters, and discounts. You can change your mind at any time by unsubscribing from the email, or emailing us at info@acuriousbox.co.uk.