FAQ

General

  • WHICH MONTH'S BOX AM I GOING TO GET IF I SIGN UP?
  • WHAT KIND OF PRODUCTS WILL MY BOX CONTAIN?
  • WHAT IS THE COST OF A BOXFUL MONTHLY SUBSCRIPTION?
  • DO I HAVE TO RESUBSCRIBE EVERY MONTH TO RECEIVE MY BOXFUL BEAUTY BOX?
  • HOW MANY ITEMS WILL BE IN MY BOXFUL BEAUTY BOX?
  • WHAT IS BOXFUL CHOICE?
  • HOW DOES CHOICE WORK?
  • I RECEIVED THE WRONG CHOICE ITEM IN MY BOX

WHICH MONTH'S BOX AM I GOING TO GET IF I SIGN UP?

Upon subscribing, you will be billed for your first Boxful. Unless otherwise stated on our website and while supplies last*, your first Boxful will be a variation of that month's featured box as long as you subscribe by 11:59 p.m. SAST on the last day of the month. For example, if you join us on January 31 at 11:59 p.m. ET, your first box will be a January box. However, if you subscribe on February 1 at 12 a.m. SAST, your first box will be a February box.

*If the featured month’s box becomes unavailable due to high demand, you’ll receive a fan-favourite variation of products (picked out just for you)  that we think you’ll love. Or, in some instances, the following month’s box will become available for pre-order.

WHAT KIND OF PRODUCTS WILL MY BOX CONTAIN?

For sneak peeks, follow us @boxful.sa on social media. Sneak peeks start at the beginning of the month and continue until the full box is revealed. 

In your box, you will find a mixture of makeup, skincare, haircare, and much more.

Our Besties receive specially curated products from well-known, popular, chic, and up-and-coming brands.* Our beauty experts carefully select each item based on current, emerging, and fan-favourite trends, so you're always in the know about the latest and best in beauty. 💅 ✨

WHAT IS THE COST OF A BOXFUL MONTHLY SUBSCRIPTION?

On a monthly subscription plan, the Boxful subscription is R850 per month plus any applicable taxes and shipping costs. We also offer 3 and 12-month options that offer savings. ♡

Our 3-month plan costs R830/month and our 12-month plan costs R800/month. Under these plans, you will be billed each month for the term that you have subscribed for and your subscription term will automatically renew itself every 3 or 12 months unless you have submitted a cancellation request by 11:59 pm SAST on the last day of your 3 or 12-month term. 

DO I HAVE TO RESUBSCRIBE EVERY MONTH TO RECEIVE MY BOXFUL BEAUTY BOX?

You will not have to resubscribe each month to receive your Boxful. We are an automated subscription service. ♡

Once you subscribe and are billed for your first box, you will automatically be placed on a recurring payment schedule per your chosen subscription term (month-to-month, 3, or 12 months at a time). Then, you will be billed on the first day of each month moving forward (per your subscription term) for that month's box. If you are subscribed to a 3 or 12-month plan, your subscription term will be renewed at the end of each 3 or 12-month cycle. Eg: If you subscribed to our 3-month plan in January, on the first of April your subscription will automatically be renewed for a new 3-month cycle. 

Every month, you will receive a tracking email within 15 days from the date your payment was made. We ship in batches, so you may receive your tracking email at different times each month (please allow the full 15 days).

If you wish to stop your subscription before the next renewal, you must cancel your subscription by 11:59 p.m. SAST on the last day of the month. 

HOW MANY ITEMS WILL BE IN MY BOXFUL BEAUTY BOX?

The base box includes 4-5 full-sized beauty products every month. In some months you may receive 4 full-sized products and one travel sized product or sample pack. 

WHAT IS BOXFUL CHOICE?

All Active subscribers have the power to Choose at least one item for their upcoming boxes during Choice while supplies last. You are able to submit your Choice via the email survey that will be sent to you during the "Choice Window" dates for your subscription(s), which are a very limited time during the month so be sure to mark your calendar (the first of every month and is open for 48 hours only)!

Base Box subscribers get to choose one product each. 

When your Choice Window rolls around and it's time for you to Choose, you are Choosing for your current month's box. 

HOW DOES CHOICE WORK?

Choice takes place via the survey email sent to your registered email account, and the option to choose only becomes available during the monthly Choice event on the 1st of every month and remains open for 48 hours. Keep in mind that Choice is available first-come, first-serve, and while supplies last.

When Choice rolls around and it's time for you to choose, you are choosing for your current month's box. 

How to choose:
On the opening day of Choice, a Choice email will be sent to you with a survey link attached. Simply open up the survey and make your selection. 

How to change your Choice:
You can only change your Choice while the Choice event is open, to do so, open up the choice survey and make your new selection. Your latest selection will be recorded as your choice for the month and any previous selections made will automatically be discarded. 

Trouble submitting your Choice?
If you're having issues submitting your Choice, try disabling ad blockers and refreshing the page. Otherwise, we recommend clearing your cache + cookies, and/or trying on a different browser. If it's the opening day of your Choice Window and you're not sure if Choice is open yet, look out for a Story on @boxful.sa Instagram & Facebook Stories notifying that Choice is open. 

How to receive your Choice:
You must remain Active status through the 1st of the new month to receive your Choice. You may not cancel your subscription and then re-subscribe before the new month, or experience an unsuccessful payment when it's time to renew your subscription on the 1st of the new month. If this happens, we won't be able to secure your Choice but will still curate a gorgeous selection of the best in beauty, just for you. We recommend double-checking that your payment information is up-to-date by the 1st of the new month. 🖤

I RECEIVED THE WRONG CHOICE ITEM IN MY BOX

To receive your Choice, please keep in mind that you must remain in Active status through the 1st of the new month. Cancelling then resubscribing before the new month, or experiencing an unsuccessful payment when it's time to renew your subscription on the 1st of the month will forfeit your Choice.

If you remained in Active status through the 1st of the month and received a different Choice item in your box than what was reflected in your Choice confirmation, please reach out to our Support team and a team member will be there to assist you further!

info@boxful.co.za

Payment

  • WHAT PAYMENT METHODS DO YOU ACCEPT?
  • WHERE IS MY REFUND?
  • CAN I CHANGE MY BILLING DATE?
  • WHEN WILL I BE CHARGED FOR MY SUBSCRIPTION?

WHAT PAYMENT METHODS DO YOU ACCEPT?

We currently accept all major debit and credit cards (Visa, Mastercard) registered to a South African address. 

WHERE IS MY REFUND?

We aim to process refunds within 7 days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Please note that BOXFUL only offers refunds when an item has arrived damaged or missing. 

CAN I CHANGE MY BILLING DATE?

Yes! 

We are happy to inform you that you can absolutely change your billing date to one that suits you best during the month. Simply email: info@boxful.co.za with your preferred billing date and we will be happy to process the change. If you do not submit a request, you will be billed for your first box on the day of purchase & all future boxes on the first of every month.

WHEN WILL I BE CHARGED FOR MY SUBSCRIPTION?

You will be billed for your first box on the day that you subscribe for the current month's box (unless a different box is stated on our homepage - while supplies last). Your next payment will automatically be scheduled for the 1st day of each following month moving forward, per your subscription term, beginning at 12 a.m. SAST.

Ordering and delivery

  • DO YOU SHIP INTERNATIONALLY?
  • HOW DOES SHIPPING WORK FOR BOXES?
  • WHEN WILL I GET MY TRACKING NUMBER FOR MY BOX?
  • MY BOX IS BEING RETURNED TO YOU, WHAT CAN I DO?
  • WHAT SHOULD I DO IF I HAVEN'T RECEIVED MY BOX ALTHOUGH IT HAS BEEN MARKED AS DELIVERED?

DO YOU SHIP INTERNATIONALLY?

At this time, we're able to ship to all of South Africa only. Be sure to follow us @boxful.sa on Facebook, Instagram, and TikTok to find out where we're shipping to next.

HOW DOES SHIPPING WORK FOR BOXES?

We currently ship to all of South Africa (excluding PO boxes).

Your Boxful will ship out with a tracking email within 15 days from the date of purchase (be sure to check your Spam/Junk folders just in case).

Please keep in mind that we ship in batches and you may receive a tracking email at varying times each month (even if you typically receive a tracking email by a certain time). 

Boxes are currently sent through a variety of shipping companies (DHL, Rhenus Express, Fastway). We’re constantly exploring options to get your box to you quicker and more efficiently.

Shipping to all main cities in South Africa costs R65/month. Once your order has been fulfilled, please allow 2-3 days for your order to reach you. 

*We are not responsible for forwarding fees, foreign transaction fees, or duty and other customs clearing expenses.

WHEN WILL I GET MY TRACKING NUMBER FOR MY BOX?

Boxes ship within 15 days from the date of purchase, and you will receive a tracking number as soon as your order is ready (be sure to check your Spam/Junk folders just in case)

Due to the way our Boxes are processed, you may receive your tracking number on different days each month, even if you typically receive it by a specific day. Please do allow the full timeframe to receive tracking information for your Boxy. 

 

MY BOX IS BEING RETURNED TO YOU, WHAT CAN I DO?

If your tracking information reports that your box was returned to us due to a delivery issue, please contact our Support team for further assistance. Be sure to include:

-The email address associated with your account
-Your best shipping address
-The box you are missing

We'll take care of the rest. 🖤

WHAT SHOULD I DO IF I HAVEN'T RECEIVED MY BOX ALTHOUGH IT HAS BEEN MARKED AS DELIVERED?

As mail carriers continue practising safe delivery protocols due to COVID-19, be sure to check your driveway/gate, doorstep, and other surrounding areas for your box. We also recommend checking with household members that may have collected your box for you.

Tracking information is updated in the system prior to the package being physically dropped off, and you may receive your box within 24 hours from the time it was reported as “delivered”. If you haven’t received your box after 24 hours, please contact us at info@boxful.co.za

Returns

  • WHAT IS YOUR REPLACEMENT POLICY?

WHAT IS YOUR REPLACEMENT POLICY?

We'll always do our best to offer you a replacement for your damaged and missing boxes, orders, and items. Replacements ship in a separate package with a tracking email within 15 days from the time the replacement is requested.

Box was marked as “delivered” but not received: Because packages are updated in the system prior to being physically dropped off, please allow 24 hours from the time your package was marked as “delivered” to receive it. If it’s been more than 24 hours, please reach out to us within 30 days and include your shipping address in your message. 

Order was returned to our warehouse: please reach out to us at your earliest convenience with your complete shipping address.

Order was lost while shipping: It’s totally normal to go a few days without seeing a tracking update. If your tracking information hasn’t updated in 10+ days, please contact us with your complete shipping address.

Order hasn’t shipped: Boxes and store orders have different shipping windows. See below:

  • Boxes ship with a tracking email within 15 days from the date of purchase. Please check your Spam/Junk folder for your tracking email just in case. If you haven’t received a tracking number within 15 days, please contact us.
  • Store orders ship within 3-5 days of your order placement for items that are marked as being in stock.
  • Subscription box(es) shipped to previous address: Address changes must be made prior to the 1st day of the month in order to take effect for that month’s box. If your box shipped to the previous address on file, please contact us within 30 days of shipment and include your new shipping address in your message and we will investigate further. 

We are unable to offer a replacement for a box when the tracking information is no longer available by the carrier (typically after about 90 days).

We cannot guarantee that you will receive the same box variation but we will always try our best to make sure you do.

  • If you receive a damaged item, please contact us within 7 days of receiving your box and provide a photo of the damage next to the shipping label of your box. The box and item must be photographed together in the same picture (please do not blackout your name and address):
  • If you have a quality concern, please include the batch number of your item in addition to a photo of the item next to the shipping label of your box. The batch number is usually a few digits printed on the side or back of the packaging.
  • If your concern is related to expiration, please include a picture of the expiration date with the shipping label of your box in your message.

Boxes: If an item is missing from your box, please contact us within 30 days of receiving your order.

Store orders: It may take multiple shipments to complete your order, and every tracking email you receive will include an itemized list of the contents within that shipment. To determine if your complete order has shipped, please refer to your order confirmation email and the itemized list in your tracking email(s). Items not listed will ship separately. If an item is listed in your tracking email but missing from your order, or if it’s been longer than the shipping window, please contact us.

Sometimes, we run out of stock of replacements. Although we’re unable to guarantee the same item or style of product if this occurs, we’ll always try our best to do so.