FAQ

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FAQ

“Customer service shouldn't just be a department, it should be the entire company.” – Tony Hsieh

ORDERS

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

Can I cancel an order once it's been placed?

To cancel your order contact customer services immediately we will do our utmost to accommodate your request. We're a fast-moving business so once your order is placed it is usually processed within a few hours. It is advisable to check your order before placing it.

What happens after I checkout?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

What are your minimum/maximum order quantities?

We don't have any!

We accept orders for one item all the way up to hundreds/thousands of items and have calculated appropriate shipping bands for this.

SHIPPING & DELIVERY

Which couriers do you use for shipping orders?

We use a variety of couriers but mainly DPD Local and DHL Parcel UK. For very small orders or for orders in outlying areas we may use Royal Mail or Parcel Force. For larger orders we use Palletways so if you're placing a large order please do advise us if you are unable to accept a pallet delivery. Internationally we may use DPD, UPS or DHL. Please note that occasionally we may use other couriers under certain circumstances and this list isn't binding.

Am I able to choose which courier my order is sent with as their service levels are better in my area?

No, we do not have the option for you to choose which courier we send your order with. We ship orders with the best courier for your specific order based on products ordered. However, should you have a preference please do let us know and we can check if it will be possible to send your order with your preferred courier. Please note that any special requests may slightly delay the dispatch time of your order.

Can I specify my delivery day?

No, we do not provide this service as we dispatch orders as soon as they are ready (often within a few hours of the order being placed). Often components of an order need to be produced prior to dispatch and so we cannot guarantee an exact delivery date. Should you have a preference of delivery day due to opening hours, urgency or any other reasons please do let us know in the delivery instructions and we will do our absolute best to accommodate you.

My order has been delivered but there's an item missing. What should I do?

Firstly, please check if all the parcels in the consignment have been delivered. On the courier label on the box it should say parcel x of y. Sometimes the courier companies do not deliver all parcels in a consignment in one delivery.

Secondly, please check if all the items listed on the package slip have been delivered. Your order may have been part dispatched if we are out of stock of any of the items although you would receive notification of this.

Thirdly, if all parcels have been received and the item is listed on the package slip but you haven't received it please do get in touch with us and we will look into the matter for you.

I need my order urgently, when will it arrive?

We do our very best to dispatch our online orders as soon as we can. Indeed, on most of our products (provided the item is in-stock) if an order is placed before 12pm (UK time) the order will be dispatched same day. For mainland UK orders most orders will be shipped on a next working day service. The exception is large orders which require a pallet as these will be shipped on a 2-3 working day service, however, should you need your order urgently there is a premium next day service available at an extra charge.

How do I track my order?

Upon dispatch you will receive an e-mail from us which will contain the name of the courier company used and the tracking number for you to track your order.

RETURNS

How long do I have to return my order if I decide I don't want it anymore?

We hope you will love everything you order from us however, we have a 30-day return policy, which means you have 30 calendar days after receiving your item to return it to us.

Can I return any items?

No, any customised items are non-returnable. This would include all our vinyl labels and any custom size dividers.

To be eligible for a return, your items must be in the same condition that you received it, unused and in its original packaging. You’ll also need to included your order number or proof of purchase.

Will I receive a full refund upon returning the items?

Upon the return of the items we will do a quality check on the items returned. If they have been returned in a resellable condition within 30 days of delivery in most cases you will receive a full refund of the product cost, we do not refund the outbound shipping charges. The refund will be processed within 3 working days of the return being received. On certain products there is a cancellation fee applicable of 25% of the product cost such as where there is a high chance of damage on dismantling the components.

How will I receive my refund?

We will notify you once we’ve received and inspected your return (within 5 business days of receiving the return), and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund. If you paid by BACS you will need to supply us with banking details into which the refund should be paid. Please note that our accounts team only process BACS payments weekly and so your refund will likely not be paid out on the same day that your return is processed.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@storageboxshop.co.uk.

How do I start a return?

Simply log in to your account and click the returns option on your order. Alternatively you can contact us at support@storageboxshop.co.uk and we can assist you.

Will you provide me with a pre-paid shipping label for my return?

No, we only cover the cost of returns postage in case of damage or errors by us. Returns postage is covered by the customer, we recommend you retain proof of postage and use a trackable delivery service as if the goods go missing in transit or arrive in poor condition we may not be able to provide a refund.

How do I exchange my item as I ordered the wrong size?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Where do I send my return?

Storage Box Shop
Unit 16b, Humphrey Farms
Hazeley Road, Twyford
Winchester, Hampshire
SO21 1QA

*Please make sure you include your return approval e-mail in the package so that we can identify the return otherwise your refund may be delayed*

INTERNATIONAL

What countries do you ship to outside of the UK?

We deliver to Belgium, France, Germany, Ireland, Luxembourg & Netherlands for other international deliveries please email us your requirements, including the product SKU codes, quantities, and delivery address along with your contact details, and we will be back in touch with a quote.

What if my country isn't listed above?

For other international deliveries please email us your requirements, including the product SKU codes, quantities, and delivery address along with your contact details, and we will be back in touch with a quote. We are constantly reviewing our policies so be sure to check back in the future as we may start shipping to your countries online.

Will I be charged UK VAT?

No, any orders placed with an address outside of the UK will not be charged UK VAT on checkout.

Will there be any additional charges?

We ship our international orders under the DAP (delivered at place) incoterms which means that the customer will be liable for any duties and tax payable on the order reaching their country. These you will pay to the courier company for customs to release your order.

I need my order urgently. Do you have any faster delivery services?

We strive to ship all our online orders ASAP however international orders require customs paperwork so this makes the process a little slower. Feel free to contact us and we can source a quote for a faster delivery time. Kindly note, these options are usually more expensive then normal.

What about the European Union 14 day cooling off period?

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

PAYMENTS

Which payment methods do you accept?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express. We also accept BACS payments.

Do you offer different payment terms?

At this time we require payment upfront on all orders placed before we can dispatch. We do plan to introduce the option to apply to setup a credit account with us in the future so do check back if this is a requirement of yours.

EXPERT ADVICE

I have received my order flat-packed. How do I assemble it?

Please check out our How-To page to see guides on how to assemble your dividers and/or flat-packed correx boxes

My glasses are a different width at the bottom and the top. Which measurement do I use for the width?

Always take the width measurement at the widest point of your glass (or other item). This is crucial to ensure that the item does fit in the box you choose. For further information, please see our informative how-to guide on measuring your items.

There are several different ranges. How do I choose?

We would advise to go off what function you will need your solution to perform. Will it need to store only, wash only or wash & store? For storage only we would recommend a solid box to prevent dust getting in. For washing it would depend on what size washer you have. Our FRIES dishwasher racks & baskets work well in 400x400mm and 500x500mm commercial dishwashers while our 600x400mm Euro ventilated crates are wonderful with conveyor washers.

PRODUCTS

Why can't I add items that are showing as available to my shopping cart?

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

Are all items ready to ship?

No, many of our products require producing or building prior to dispatch. Our box dividers are manufactured in-house by our incredible warehouse team. Glass Racks - we keep the components on hand but will need to assemble them into the end item that you have ordered.

ACCOUNTS

Do I need to setup an account to order?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

How do I create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

Do you offer credit accounts?

Not at this time, however, we do plan to introduce the option to apply to setup a credit account with us in the future so check back if this is a requirement of yours.

Why can't I setup a password?

No passwords are needed for our store. To login to your account an OTP will be sent to the e-mail address you sign up with and you will use this 6 digit code to login

E-MAIL

sales@storageboxshop.co.uk

CALL

+44 (0) 2080 509607 (Mon - Fri 8:30 - 5pm UK Time)

+44 7720 711007

FAQ