1. Custom and Bespoke Orders

As most of our products are made to order, customised, printed, or produced according to your approved artwork and specifications, these items are generally non-returnable and non-refundable unless:

• they arrive damaged;
• they are faulty;
• they are materially different from the approved specification; or
• they have been supplied incorrectly.

2. Non-Custom or Standard Products

For any non-custom, non-personalised standard items, you may request a return within 14 days of receiving the goods, provided the items are unused, in their original packaging, and in a resaleable condition.

To qualify, the items must not be damaged, altered, or used beyond what is necessary to inspect them.

3. Faulty, Damaged, or Incorrect Goods

If your order is faulty, damaged in transit, or incorrect, please contact us within 7 days of delivery by emailing sales@finecustomboxes.co.uk.

Please include the following:

• your order number;
• clear photographs of the product;
• photographs of the outer packaging and shipping label; and
• a short explanation of the issue.

Please do not discard any packaging or affected items until our team has completed the review.

4. Proof Approval and Print Variation

Customers are responsible for checking all digital proofs carefully before approving production. Once artwork, dimensions, text, colours, and specifications have been approved, Fine Custom Boxes UK cannot accept responsibility for errors approved by the customer.

Please note that minor variations in colour, finish, alignment, or material may occur as part of normal commercial printing tolerances and will not usually be treated as defects unless the variation is substantial.

5. How to Request a Return

To request a return, please email sales@finecustomboxes.co.uk and include:

• your full name;
• order number;
• details of the issue; and
• supporting photographs where relevant.

If your return is approved, we will provide you with a Return Merchandise Authorisation (RMA) and the correct return address. Returns sent without prior authorisation may be refused.

6. Return Shipping

• If the goods are faulty, damaged, or supplied incorrectly, we will cover the reasonable return shipping costs.
• If the return relates to a standard non-custom item, you may be responsible for the return shipping cost.

We recommend using a tracked delivery service, as we cannot accept responsibility for returns lost in transit.

7. Refund Process

Where a refund is approved, it will be processed to the original payment method after the returned goods have been received and inspected.

Please allow approximately 4–10 business days for processing. Your bank or payment provider may require additional time before the refunded amount appears in your account.

8. Items Not Eligible for Return

The following items are not eligible for return unless faulty, damaged, or incorrectly supplied:

• custom-printed boxes;
• bespoke or made-to-order packaging;
• personalised or branded items;
• proof-approved orders where the final product matches the approved proof;
• used, partially used, or altered items; and
• sample products, unless defective on arrival.

9. Contact Us

For all return, refund, or order-related enquiries, please contact:

10. Important Notice