Returns and refunds

The short version

If we got it wrong, we fix it: a reprint or a refund, your choice. If the order matches the proof you approved, we generally cannot take it back, because a box with your logo on it cannot be sold to anyone else.

Everything below is that same rule with the details filled in.

When we reprint or refund

The order does not match the proof you approved: wrong size, wrong artwork, wrong material, wrong finish.

The boxes arrive damaged, misprinted, badly cut or badly glued.

The quantity delivered is short beyond the 10 percent under run allowance below.

We miss a delivery date we committed to in writing and the delay makes the order useless to you.

In each of these, tell us within 7 days of delivery with photographs and we will reprint at our cost or refund you. You will not be asked to ship anything back unless we specifically request it.

When we cannot

You approved the proof and later spot a typo, the wrong logo version or a wrong dimension. Approval is the point at which production starts, and everything visible on that proof becomes final. This is the single most expensive mistake in custom packaging, which is why the proof email says it too.

You changed your mind, rebranded, or ordered more than you needed. Custom printed packaging is made to your specification and has no resale value to us.

The printed colour is close to but not exactly what you saw on your screen. A monitor emits light and a box reflects it, so they cannot match exactly, and kraft board shifts colour further because you are printing onto brown. If colour is critical, order a sample pack and give us a Pantone before you approve.

The delivered quantity is within the industry standard over or under run of 10 percent. We bill for what is actually delivered, so an under run costs you nothing.

Cancelling an order

Before you approve the proof: cancel any time. We refund everything except design work already done, and usually that is nothing.

After you approve the proof: material is bought and press time is booked, so a cancellation is not normally possible. If we can stop it, we refund whatever has not already been committed and tell you exactly what that is.

How to raise a problem

Email hello@boxcrisp.com with your order number, what is wrong, and photographs of the boxes as they arrived. Photographs matter: for damage in transit we have to raise it with the carrier, and they will not accept a claim without them.

We will come back to you the same working day, and we will tell you plainly whether it is something we can fix or not, rather than going quiet.

Refund timing

Approved refunds are returned to the original payment method. Card refunds usually appear in 5 to 10 working days, which is the bank's timeline rather than ours.

Where an order was part paid as a deposit, a refund covers whatever has been paid and not yet spent on your behalf.

Sample packs

Sample packs are free and there is nothing to return. If yours does not arrive, tell us and we will send another.