Q. What payment methods can I use to pay for my order?
A. We accept payment using cards including Visa, Visa Electron, Maestro, Mastercard and American Express as well as PayPal payments. Your details are safe with us as we take security very seriously indeed. We also take fraud very seriously so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.
Q. How long will my moving boxes take to arrive?
A. If we receive your order before 3 pm during weekdays we guarantee to dispatch your order on the same day. If we receive your order after 3pm or at weekends, we dispatch during the next business day. 99.7% of orders are delivered the next working day in the UK Mainland and all orders are delivered within 2 working days. Read our full delivery information.
Q. Do you deliver on Saturday?
A. Saturday delivery is offered as an optional service, for a charge of £20.00. Saturday deliveries can take place between 8am and 5pm.
Q. How do I know when my order's been dispatched?
A. We will notify you when your consignment is dispatched by email, using the email address you provided when placing the order. The dispatch email will confirm the dispatch date and your consignment number.
Q. Can I track my order?
A. When your order is dispatched, we send you an email confirming your consignment number. There is also a link to the courier's website where you can track your parcel. Please note that the system may take a few hours to update with tracking information.
Q. Do I have to sign for my delivery?
A. All orders are shipped using by courier and require a signature on delivery. It is always best to provide a delivery address where someone is likely to be able to sign for the parcel. However, if you are not going to be in to accept the delivery, the driver can leave the parcel in a secure location, as specified by you when placing the order, so long as you leave a signed note on the door stating you are happy for the parcel to be left.
Q. What happens if I'm not in when my order arrives?
A. Your order will be left in a secure place if you have given delivery instructions when placing your order and you have left a signed note for the driver. If you have not given delivery instructions, the driver will leave an attempted delivery card and will attempt to deliver the parcel the next working day. If, after 3 days, the parcel has still not been delivered successfully, it will then be returned to sender.
Q. What is the best way to contact you?
A. The best way to contact is by email on firstname.lastname@example.org. We always reply to emails within 24 hrs (Monday-Friday). If you prefer, you can call us on 0845 604 6711. The office opening hours are Monday – Friday 9am – 5pm.
Q. What if I want to return an item?
A. We offer a 100% satisfaction guarantee. If, when your goods arrive, they are not satisfactory or quite what you required, please let us know so we can rectify this for you. Read our full returns policy.
Q. Where should I send my returns to?
A. Big Brown Box – Returns
26 Peel Park Place
College Milton South
Q. How long will it take to refund my order?
A. Refunds will be processed to the payment card/PayPal account on the same day the returned goods have been received by us.
Q. What can I do if the payment for my order is declined?
A. Check the card details you have entered are correct including the expiry date, your billing address and the security code (the three digit number on the signature strip on the back of your card). Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them. If you've checked all of the above, try paying with another card or calling our team to place your order over the phone (0845 604 6711). If you've tried all these and are still having problems, contact our Customer Care Team with as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can.
Q. Do your prices include VAT?
A. All our product prices include VAT, currently charged at 20%. Our VAT number is GB 796 7101 95.
Q. Is it possible to order without an account?
A. You are not required to register an account before placing an order with us, we offer an express checkout option. When using the express checkout, we do ask for your email address so we can confirm your order and dispatch information.
If you have further questions, please do not hesitate to contact us:
T: 0845 604 6711