BoxU is a one-stop-shop for international students and new movers to the UK, offering a one-stop-shop for all your essentials. We deliver the core items such as kitchen, bathroom and bedroom items to your new home in advance to ensure that you can unpack and use them on the day you arrive, so you don't have to run to the supermarket or furniture shop.

All of our products are from Dyson, IKEA, John Lewis and other brands official channels or authorised dealers, and accompanied by formal invoices / proof of purchase, to ensure genuine licensed goods, quality and worry-free.

Online Support Form: Click ‘Contact Us’ at the bottom of the official website and fill in the online support form.

WeChat: Scan the QR code at the bottom of the official website and join BoxU exclusive service group.

WhatsApp: Information will be updated in a future date.

Little Red Book: Information will be updated in a future date.

Some of the products we sell may be ‘parallel imports’ under the UK Trade Marks Act 1994 and related intellectual property legislation, i.e. goods that have been legally purchased by a third party from a European market (e.g. the Netherlands) and resold in the UK. Whilst these goods are genuine branded goods, as the UK is no longer part of the EU single market, the sale of such goods is subject to a declaration of legitimacy. This means:

- The products are “genuine and brand-new” but may have been originally intended for sale in markets outside the UK (e.g., EU countries).

- These products are legally purchased and imported into the UK under the "first-sale exhaustion principle," but “we do not claim any official brand warranty, service, or support for these items”, unless otherwise stated.

When purchasing parallel imported goods, consumers should be aware that the goods originate from the European market, and there may be differences with the local version of the United Kingdom in terms of packaging language, warranty policy and so on.

We make every effort to ensure all products are of high quality and as described.  

If you have questions about a specific product, please contact us before purchase.

For parallel import products, please note:

- “Brand warranty terms may not apply in the UK”. Any warranty claims should be made through BoxU Limited, not the original brand.

- We provide customer support for defective items within the scope of your statutory rights under UK consumer law.

- For brand-specific warranty queries, please contact the brand's official UK customer service.

In order to order to delete your account with us, please follow the steps below:

- Visit our Contact Us page on our website to enter your email address, message and submit your request.

- For security reasons, an email will be sent to you which contains a link to help us verify your registered email address, please click on the link and this will allow the IT team to proceed with your request.

Please do not hesitate to contact us if you need any further assistance.

Unfortunately BoxU does not currently offer credit account facilities to companies.

Select the products or gift packs you need from ‘All Products’ or ‘Gift Packs’;

You can tick the ‘standard’ and ‘optional’ items on the gift pack page to confirm the combination;

Click ‘Add to Cart’ → Go to ‘Check Out’ → Fill in the shipping address and payment information, that is, to complete the order.

Yes. The ‘All Products’ section on the homepage displays all the individual products, you can place an order individually according to your needs, or combine them to form a customised gift pack.

Unfortunately we are unable to make amendments to orders once they have been received for processing.

If you wish to add items to your order, please place a separate new order (with delivery costs) through the website.

If you would like to cancel your order once it has been submitted, please contact our Customer Services team.

If you did not receive an Order Confirmation email after placing your order, please ensure to check if the email has been marked as spam/junk. Adding us to your contacts list can help avoid automatic emails sent to the spam filter. Please contact us if you need any further assistance.

You can also create a customer account with us here, which gives you easy access to view orders you have placed with us.

We use the following postage services for our Online Orders:

Royal Mail;

DPD

Early/Nominated Day Delivery: We support the delivery of goods 1-3 days in advance to your predetermined landing address (such as dormitories, shared rooms), to ensure that ‘landing worry-free’.

Standard Delivery: Delivered within 48 hours after dispatching the order, and generally 3-5 working days within the UK.

Delivery cost: £6.80 per order for All Delivery Method; free delivery for orders over £99.

If you need to change the delivery address, please contact customer service before the order is dispatched; after the delivery, it can not be changed due to the process of the delivery provider.

We do not support splitting orders for delivery. All products will arrive at the same address in batches, and the delivery team will coordinate the time.

IMPORTANT NOTICE:

BoxU cannot be held responsible and we will not be liable for any theft or damages to your order.

Standard/Nominated Day Delivery:

There may be an option to deliver your order to a Safe Place if Royal Mail is handling your order. If you have selected the option for your parcel left unattended on your premises, BoxU cannot be held responsible and we will not be liable for any theft or damages to your order.

Delivery with Signature:

There may be an option to deliver your order with your signature required, extra fee may be applied.

By visiting our “Track Your Order” page, you will be able to track your order using the order number you received within your confirmation email or using the tracking number provided by Royal Mail.

As a UK consumer, you have the legal right to cancel your order within “14 days” of receiving your goods, under the Consumer Contracts Regulations 2013.  

To cancel, please email us at support@ukboxu.com with your order details, or fill in the “Return Request Form” right now.

You must return the item(s) within “14 days” of informing us of your cancellation.

For a refund, items must be:

- Unused, unwashed, and in original condition

- In original packaging, with all accessories, manuals, and labels intact

“Exceptions (Non-returnable items unless faulty):”

- Perishable goods (e.g. food, plants)

- Personal care items (e.g. opened skincare, toothbrushes)

- Custom-made or personalised products

- Digital downloads or gift cards

If the item is “not faulty”, return postage is your responsibility.

If the item is “faulty, damaged, or misdescribed”, we will cover the return postage.

Return and Exchange: You can apply for return and exchange within 14 days from the date of receipt.

Procedure: Customer Service → Return & Exchange → Fill in all the information required → Send the form to our support team → Return the product and take a picture → Our company will arrange for a new replacement or refund.

Note: The goods must be in their original condition, complete with accessories and well-packed.

Returns can take up to 15 working days to be processed once received back to the warehouse.

Once your return has been received, we may contact you about the refund that has been requested. When your return is processed, we will send you a confirmation email.

Please contact us if more than 15 days have passed and you have not received your return confirmation email (please check your spam/junk inbox).

We will refund you the price you paid for the products by the method you used for payment.

Your card may be declined for many reasons, the most common of which are listed below:

- The address does not match the address on the bank records.

- The postcode does not match the bank records.

- The card number has been typed in incorrectly.

- The card security number or CVS number has been typed in incorrectly.

- The card is not enrolled into 3D Secure.

- The card type that you are using is not accepted by us.

Please ensure that you type your address into the payment system exactly as it is recorded on your bank or credit card statement, paying particular attention to your house/flat number and postcode.

Unfortunately, we have no control over the authorisation process. Please contact your bank if your card continues to be declined.

Your card is not charged when it is declined (it may appear so if you check your online banking), however when a card is declined; the funds intended for the order are temporarily reserved by your bank. Since the order was never processed, the money will not be taken from your account. The reserved funds will automatically be released after a certain amount of time, usually within just a few days, depending on your bank.

The following payment methods are accepted:

Bank card (Visa, Mastercard, Maestro, Union Pay, Amex & etc.)

PayPal

Apple Pay

Google Pay

AliPay & Wechat Pay