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FAQ

Most frequent questions and answers

We deliver to personal residences and places of business within the UK as well as free local deliveries in certain Glasgow postcodes.

Free Local Shipping (Excludes G60, G63, G64 G65, G66, G67, G68, G78, G81, G82, G83, G84)

*During the COVID-19 pandemic, we will be suspending international shipments until further notice.

Yes we do! Free standard UK shipping is available on orders over £70 as well as FREE LOCAL delivery to certain Glasgow postcodes.

Free Local Shipping (Excludes G60, G63, G64, G65, G66, G67, G68, G78, G81, G82, G83, G84)

If you are having trouble at any stage of the process, we are happy to help! Email us at [email protected] and we will respond in a timely manner.

Orders take 2-6 business days to arrive via standard shipping, depending on where it’s going.  During this time, our processing window can be up to 5 days.

**due to the overflow of volume with our carriers due to COVID-19, standard shipping can take up to 8 business days and unfortunately, it is out of our hands.

We never include receipts or inventory / packing slips inside any of our boxes, knowing that they are almost always a gift. In terms of prices, we don’t alter any of our products by removing tags or crossing out labels – we want to keep the packaging beautiful and intact – but many of our products don’t have price tags in the first place, and when they do, they are small and subtle. 

You sure can! Each Banilla Gift box has the option to add a free gift message on the product page.

In some occasions we may be able to change certain items in a box but cannot guarantee this.

Some items in our gifts may be substituted for equal or higher valued items than those shown in the photo. As we work with smaller makers and artisans who may change their packaging slightly before we have a chance to update the image.

Additionally, due to COVID-19, we have been experiencing some minor supply issues which may result in an item being substituted for one that is similar item and of equal or higher value. We cannot guarantee that you will be notified when these substitutions occur.

We’re constantly innovating and updating our product portfolio to refresh existing boxes, and we’re always coming up with new box ideas. 

We accept credit cards, including VISA, MasterCard, Apple Pay and PayPal. 

We also now accept Klarna

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth

payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their

payments.

How does Pay later in 30 days work?

Pay later in 30 days is a form of credit that allows you to delay payment of your purchase by 30 days. Once your order is confirmed,

you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to pay. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in

Klarna.app or by logging into www.klarna.com/uk .

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 30 days?

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay later in 30 days is denied, it does not mean it will be denied for future orders.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Banilla Box run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 30 days?

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?

As soon as Banilla Box have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we’ll alert you two days before payment is due – you’ll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable to use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

I have been asked to go to the Klarna site. Is this correct?

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It’s very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Banilla Box . All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

Have you received my payment?

If you pay by card, Banilla Box will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com /uk.

What happens to my statement, when I’ve returned the goods?

Once Banilla Box has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you’ve made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

I’ve received a statement, but I’ve not yet received my goods.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Banilla Box to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have canceled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat, and telephone options.

Read more about how Klarna works here

Yes we do! Our gift cards allow you to purchase in multiples of 10 up to £50 as well as a £100 gift card which can be found here.

Due to the nature of the items we include in our gift boxes, we are unable to accept returns or issue refunds. In the unlikely event your gift box has arrived in less than perfect condition, please notify us within 48 hours of delivery so we have the opportunity to make it right for you! You can reach us via email at [email protected]

If you wish to cancel your order you must notify us within 24 hours by emailing us at [email protected]

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