Delivery:

Where do you deliver to?
The world is a lovely place and we’d love to deliver to all of it but unfortunately, as we all know, Petrol is expensive! Delivery depends much of the time on what the item is and

So, until petrol comes down in price and customs officials adopt a sense of humour, the countries we deliver to are:

UK, Channel Islands, Isle of Man, BFPO Addresses.

Europe: Andorra, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia. Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and Vatican City.

The Rest Of The World: Antigua, Australia, Bahamas, Bahrain, Barbados, Canada, Cayman Islands, Fiji, Hong Kong, Israel, Jamaica, Japan, Jordan, Korea, Kuwait, Malaysia, New Zealand, Oman, Saudi Arabia, Singapore, South Africa, United Arab Emirates and Virgin Islands.

Is postage included?
In most cases, domestic postage is included in the price of the item you are buying – buyers further afield will pay a contribution for the extra distance outside the UK but it will always be as small a charge as we can make it.
All postage charges will be clearly displayed on each item page if there are any.

Do orders always arrive on time?
We wish they would!
Just like all online retailers we try and meet every delivery schedule. However, we are also very aware that when an order leaves the happy environment of our warm and cosy warehouse, many things can happen to them that we just can’t control.

What happens if I’m out when the delivery comes?
We all love to see the sight of the lovely delivery person coming around the corner to the house with a parcel or a package of some sort (probably because bills don’t come in parcels – Ed.)
However, sometimes they come when we are out of the house and if that happens, the delivery person should leave one of those really ‘convenient’ “while you were out” cards that tells you they came when you were out of the way!
If this happens, please follow the instructions on the card and the very friendly parcel delivery service should bring the parcel back when it’s convenient (or if you really can’t wait that long, you can always collect it from the local office!)

What happens if I receive the wrong item in my delivery?
Fortunately this doesn’t happen very often but we have to admit, we are only human and sometimes mistakes are made.
In the event you receive the wrong item by mistake, please let us know and we will rectify the problem as quickly as possible.
In addition, the person who packed your order will enjoy a spell on the naughty step in our warehouse!

Returns:

What’s your return policy?
We have a no quibble return policy (is this really the only situation where the word ‘quibble’ can be used? – Answers on a postcard...!)
If you want to return something, for whatever reason at all, we promise we won't shout, argue, disagree or even sulk about it!
You have up to 14 days to make your mind up about any order so as long as we receive the returned item within fourteen days of it being delivered to your door, then we’ll exchange or refund it, no questions asked.

What happens if I don't like the item I’ve bought?
No problem at all.
Just send the item back to us and, depending on your preferences and stock levels, we’ll either exchange it or give you a full refund.
There will be a form attached to your delivery note, please fill it in and send it in your returned parcel.
(Forgetting the form will just mean it takes us longer to process the refund or exchange because we’ll need to try and work out who it’s from and whether an exchange or a refund is required!)

Why don't you offer free returns when most of your competitors do?
This question has divided our office since the day Cargobox began and after a great deal of consideration (and many arguments – Ed.) we came to the conclusion that if we were to offer free returns – we would have to account for the cost of that in other ways – for example, making the products you buy that bit more expensive.
When asked, most of our customers said that it wasn’t fair that they should pay more for a product just because of other customers were returning things. We thought this made sense! We also thought our customers would appreciate this common sense and transparency too.

How long does it take to process my returns?
We try to process returns as quickly as we can (because we are conscious that we have your money in the bank as well as your returned product in our warehouse!), but when we are very busy (in the run-up to Christmas for example), it can take up to twenty-one days to process refunds. (Please bear in mind that this is the worst-case scenario and we do try to avoid this at all costs).
We do continually work on our service delivery and reducing things like return processing times are always on the to-do-list, even when they’ve just been done!

Where should I send my returns?
If you are returning goods for refund or exchange please send them to:

Cargobox
The Innovation Centre
Queens Island
Belfast
BT3 9DT