United States
Return & Refund Policy
Thank you for choosing 99 Custom Boxes UK. We really appreciate your trust in us. Every box we make is handled with care to ensure it’s strong, well-printed, and reflects your brand perfectly. This Return & Refund Policy explains exactly how we deal with returns, replacements, and refunds. Taking a few minutes to read it before ordering will make things smoother if anything ever goes wrong.
Custom-Made Packaging & Return Guidelines
All our packaging is custom-made, meaning every box is built just for you, according to your chosen size, artwork, style, and material.
Because we make orders to your exact specifications, we cannot accept returns for:
- Changing your mind
- Picking the wrong size
- Ordering the wrong quantity
- Any personal preference once production has started
That said, your satisfaction is very important to us. If your boxes arrive damaged, misprinted, incorrect, or faulty, we will replace or reprint the affected items as quickly as we can, no fuss, no delays.
When You Can Request a Return or Replacement
You can request a return, reprint, or replacement only in these situations:
- Your items arrived damaged
- The colors or print look noticeably different from the approved proof
- The material, size, or finish is not what you confirmed
- You received the wrong item or quantity
- The order has a clear manufacturing defect
- To make a claim:
- Contact us within 7 days of delivery
- Send clear photos or videos showing the problem
- Include your order number and contact details
Once we review your claim, we’ll arrange a replacement, reprint, or partial/full refund depending on the situation.
Items That Cannot Be Returned
Because each order is made-to-order, the following items cannot be returned:
- Custom-printed boxes using your artwork
- Bespoke sizes or special-order packaging
- Items that have been used, folded, or assembled
- Items damaged due to improper handling or storage after delivery
- Sale, clearance, or discounted items
Please note: once printing or production has started, the order cannot be cancelled.
How to Submit a Return Claim
If there’s a problem with your order, here’s what to do:
- Submit your claim through our Contact Page.
- Within 7 days of receiving your parcel
- Include your order number in the subject line
- Describe the issue in plain, simple words
- Attach photos or videos showing the problem
- Give our team 24–48 hours to review your claim
Once approved, we’ll guide you through the next steps, whether that’s returning the items or arranging a reprint.
Refund Eligibility & Process
Refunds are only issued when:
- A reprint or replacement isn’t possible
- The product has a major fault
- The problem is confirmed to be our responsibility
- If your refund is approved:
- It will go back to your original payment method
- Refunds usually take 5–10 business days to process
If the issue was caused by a production error on our side, we may also cover the return shipping.
Return Shipping Costs
- If it’s our mistake, we cover the return shipping cost
- If items are returned without approval, the customer pays the shipping
- Shipping costs for non-defective items are not refundable, as we do not accept change-of-mind returns
Order Cancellation Policy
Orders can only be cancelled before production starts.
Once your artwork is approved or printing has begun, the order is non-refundable and cannot be cancelled, as it’s made specifically for you.
Damaged or Lost Shipments
If your parcel arrives damaged or you think it’s been lost during delivery:
- Contact us within 48 hours of receiving your parcel
- Send photos of the packaging and the items
- We’ll work with the courier and arrange a replacement if needed
Get in Touch for Support
If you need help or have questions about returns, our friendly team is ready to assist you:
We’re available Monday–Saturday and always happy to help.