Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags if applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@myfirstbox.co.uk. Please note that returns will need to be sent to the following address: My First Box Ltd, 45 London Street, Leicester, United Kingdom, LE5 3RW.

Items sent back to us without first requesting a return with our customer service team will not be accepted.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Claims for damaged items will need to be reported to us within 48 hours of receiving your order. Please send photos of the packaging and product which will help us if we need to put a claim in with the courier. We will offer a refund or to return and replace the damaged items free of charge.

If we make a mistake with your order, we will send out the correct item to you and arrange a collection of the incorrect item at no cost to you. Please keep the original packaging so you can use this to return the item to us. In most cases, the courier will bring a return label with them. If not, we can email the return label to you for you to apply to the package.

A parcel is considered missing after it has been in the postal system for a period of 10 working days. Although orders normally take much less than that, we are unable to dispatch a replacement/refund until this period of time has elapsed. Please report missing items from your order after 10 working days but no longer than 15 working days. After this time we cannot replace missing items.

Exceptions / non-returnable items 

Exceptions / non-returnable items Certain types of items cannot be returned, custom products (such as personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale/clearance items or gift cards.

Exchanges

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.

Change of Mind

Have you changed your mind, the item is no longer needed or you’ve ordered by mistake, we accept these too. Please note, If you wish to return products that have no fault with them then we reserve the right to charge a restocking fee of 20% subject to compliance with distance selling regulations for consumer purchases. The restocking fee is due to the administration costs and credit/debit card surcharges that are incurred in processing your order. It is your responsibility to return it to us in perfect condition. We do not cover the cost of return postage for these reasons and the original postage will not be refunded.

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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@myfirstbox.co.uk.