Delivery & Returns Policy
1. DELIVERY OPTIONS & COSTS
We aim to provide reliable and transparent shipping for all our customers. We partner with Royal Mail for standard items and DPD for our premium express services. Our shipping rates are calculated based on your order value and delivery location.
UK Delivery Rates
Destination | Service Type | Delivery Time | Cost (Orders under threshold) | FREE Delivery Threshold |
|---|---|---|---|---|
UK Mainland | Standard/Express | 1–3 Working Days | £4.95 | Orders over £50 |
Non-Mainland & Remote | Standard | 3–5 Working Days | £9.95 | Orders over £100 |
Note: “Non-Mainland & Remote” includes Northern Ireland, Scottish Highlands & Islands, Isle of Man, Isle of Wight, and the Scilly Isles.
2. TRACKING YOUR ORDER
- DPD Express: If your order is shipped via DPD, you will receive a 1-hour delivery window via SMS or email on the morning of delivery. You can track your driver live on a map or "in-flight" your delivery to a neighbour or safe place via the DPD app.
- Royal Mail: For standard deliveries, you will receive a tracking number once your order is dispatched, providing confirmation of delivery or attempted delivery.
3. RETURNS & EXCHANGES
At Upahaar Box, we want you to be delighted with your purchase. If something isn’t quite right, we are here to help you resolve it quickly and fairly.
Your Right to Change Your Mind
You have a legal right to change your mind and cancel your order within 14 days of receiving your items. To be eligible for a refund, please ensure that items are returned to us in their original packaging, unused, and in a fully resalable condition. Once you have notified us of your intent to return, you have a further 14 days to send the goods back.
How to Return
To process your Return of item(s), you can contact us at humans@upahaarbox.com. Alternatively, you may use our Cancellation Form or complete the Order Cancellation Form and email to us. This form is sent to you in the email at the time of order placement.
Once you have notified us of your return, please choose one of the following methods to send the items back to us:
Choose Your Method:
- DPD Shop Drop-off: We can provide a QR code for a flat fee of £4.50. Simply take your parcel to any DPD Pickup shop. This fee will be deducted from your final refund.
- Self-Post: You may return the item using a tracked courier of your choice. Please retain your proof of postage.
Please Note: Unless the item is faulty or misdescribed, you will be responsible for the cost of returning the items. We strongly recommend using a tracked service, as we cannot be held responsible for items that are lost or damaged in transit back to us.
Refunds
Once we receive your return, we will inspect the item(s). If approved, your refund will be processed within 5–7 working days to your original payment method. Please note that original shipping fees are non-refundable unless the item is faulty.
Exception to Returns
Please note that we cannot accept returns for:
- Personalised or Bespoke Item: Any items made specifically to your requirements.
- Earrings & Hygiene-Sensitive Items: For hygiene reasons, earrings can only be returned if they are unworn and remain in their original packaging.
4. FAULTY OR DAMAGED ITEMS
Please inspect your order upon receipt. If an item is defective, damaged, or incorrect, please contact us at humans@upahaarbox.com as soon as possible. While your statutory rights under the Consumer Rights Act 2015 allow for a longer period to report faults, notifying us within 48 hours of delivery greatly assists us in processing claims with our couriers and providing a swift resolution.
Please Note: Natural variations in colour or texture inherent to handcrafted products are not considered faults. See our Terms and Conditions for more details.
5. MISSED DELIVERIES
- DPD: DPD will attempt delivery twice. If missed, they may deliver to a local Pickup shop for you to collect at your convenience.
- Royal Mail: If you are not home, Royal Mail will leave a card explaining how to arrange a redelivery or collect from your local Delivery Office.
6. INTERNATIONAL SHIPPING
For orders placed outside the United Kingdom, please note that your shipment may be subject to import duties and taxes, which are levied once the package reaches your country. These additional charges for customs clearance are the sole responsibility of the customer. Upahaar Box has no control over these charges and cannot predict what they may be.