Subscription FAQ's

Manage Your Account

Login to customer account

You can access your customer portal through your store account login. If you have not registered an account, you will need to create an account using the same email address used at checkout.

Once your account is registered, you can log in and access your customer portal by clicking on the Manage Subscriptions link.

You can also access your account using a direct link to the customer portal. This link is normally sent in the Subscription Confirmation email when you begin a subscription and the Upcoming Order email. 

Update your billing information or email

The process to update billing will vary depending on the configuration of the store's platform. 

Recharge Checkout on Shopify customers

To update payment information:

  1. Login to the customer portal.
  2. Click the Payment Methods tab.
  3. Click Add new payment method and enter the payment method details.add_new_payment_method.png
  4. Click the Subscriptions tab and click Edit on the subscription to be updated.
  5. Select Payment method on the left hand side below Shipping address.

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  6. Return to the Payment Methods tab, expand the old payment method and click Remove payment method.

 

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If you used PayPal as your payment gateway, you can edit the payment method in your PayPal settings. Otherwise, you need to cancel the subscription and start a new subscription via checkout.

Shopify Checkout Integration customers

To update payment information:

  1. Login to the customer portal.
  2. Click the Payment Methods tab.
  3. Expand the payment method to be adjusted.
  4. Click edit.
  5. Click Send update email on the slider.

If you used PayPal as your payment gateway, you can edit the payment method in your PayPal settings. Otherwise, you need to cancel the subscription and start a new subscription via checkout.

Update shipping address

Update shipping address for a specific subscription

You can update the shipping address for a specific subscription:

  1. Login to your customer portal.
  2. Click on Subscription
  3. Click Edit on the subscription you want to update
  4. Scroll down to Shipping Address.
  5. Click the arrow to expand.
  6. Select one of the other shipping addresses.
Note: This only affects the shipping/delivery address, this does not update billing information related to the method of payment.

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Update an existing shipping address

You can update existing shipping addresses from the Shipping tab:

  1. Login to your customer portal.
  2. Click on Shipping. This will display all shipping addresses on your customer account.

Click the link on a specific address will allow you to update it as needed or click on the Add New Shipping Info button to add an address.

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Skip a delivery  

Log in to your customer portal to skip a delivery.

  1. Click the Delivery Schedule tab to see all upcoming deliveries for your subscriptions.
  2. Click Skip next to the delivery you would like to skip. If you want to unskip a delivery, click Unskip next to the order.

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Edit your next order date

Login to your customer portal to adjust the order date:

  1. Click Subscriptions and then click on Edit. 
  2. You will be taken to a page where you can edit the next order date for your subscription. 
  3. Once you select the new charge date you can click on the Update next shipment date.

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Add a one-time product to a subscription

One-time products can be added to your subscription order. Login to your customer portal to add products:

  1. Click the Subscriptions tab and select Edit next to the subscription you want to add a product to. 
  2. Hover over the product you want to add and select Add one-time. This automatically adds the product to your shipment. 

You can also add one-time products using the Add a Product button on the Subscriptions tab.

To manage or delete a one-time product:

  1. Click the Delivery schedule tab.
  2. Select Manage add-on.

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Add a discount

To add a discount code to your subscription:

  1. Login to your customer portal.
  2. Click Edit on the Subscription you’d like to discount.
  3. Click Add discount.
  4. Enter the code and select Add discount.

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Cancel a subscription

In order to cancel your subscription, you will first need to log in to your account.

  1. Login to your customer portal.
  2. Click Subscriptions and Edit.
  3. Scroll down to the bottom of the page and click on the Cancel Subscription. If required provide a cancellation reason and confirm the cancellation by clicking Proceed.

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When Will I Be Charged?

You will be charged for your first box when you first sign up. Recurring charges are on the 28th of every month for the next months subscription.

Can I Cancel My Subscription?

Yes of course. You can manage your subscription direct from your customer portal. Please cancel your subscription on or before the 27th of the month to avoid getting charged.

When Will My Items Be Delivered?

We aim to ship the boxes on or around the 10th of the month.

When Will My First Box Be Sent?

If you order before the cut off date (2nd of the month) you will recieve the current months box. If you subscribe after the 2nd of the month, your first box will be delivered the following month.

For example

Order date 2nd of October - Get October box

Order date 4th of October - Get November Box

I Am Going On Holiday, Can I Skip A Month?

Ooh lovely! Where are you going? I digress! Yes, you can skip a month from your customer portal, please be aware that charges will restart after your skipped period unless cancelled.

I Want My Box To Be Delivered By A Specific Date!

EEk, I'm afraid not. All boxes will be sent on or around the 10th of the month. Even if its a one off box!

I Don't Like An Item In My Box, Can I Return It?

Unfortunately we are unable to accept returns on individual items. However, you can return the whole box for a full refund if ALL of the items are in a saleable condition.

What Do The Boxes Contain?

Each box will be a nice suprise, we try to mix it up for each box so you get a bit of variety! We will also be hiring other creatives from the UK to help us fulfil our boxes!

Is There A Minimum Subscription Period?

No! You can cancel after 1 month if you would like to! BUT we do reward customers who continue to subscribe with a free gift every 3 months!

Can I Add Items To My Subscription Order?

We suggest if you would like additional items from the shop, you place a seperate order. Items ordered WITH a subscription box will only be sent with the subscription box around the 10th of the month.

Why Didn't I Receive My Subscription?

Please check your customer portal to see if the payment went through. If payment was not completed, we will not send the box. If payment WAS completed, please contact us and we will get our sherlock holmes of postage on the case!

When Do I Get My 10% Discount Off The Entire Shop?

As part of your subscription, you will see our shop prices at 10% off, this can take up to 24 hours to activate after your subscription has processed! It is ONLY valid for the length of your subscription and no codes are needed. The price you see on the website is your discounted price.

Not answered your question? Contact us!