ArtisanBox curates products from a wide network of independent artisan suppliers across the UK, fulfilled directly by each supplier via Shopify Collective. Our returns and refunds process reflects this multi-supplier model.
Our current supplier network includes: Recent Beans, Wild And Stone, Glassware UK, Harry's Hot Chocolate, PekoeTea Edinburgh, Park Coffee, Snake Bite Coffee, Bajs Blazin' Hot Sauce, Contact Coffee Company Ltd., Rough & Ready Whole Foods, KNOCDIC®, Brew Italia, AnySharp, Siocolat, Brownie Heaven, Exhale Healthy Coffee, Lou's Brews, Pembrokeshire Chilli Farm, YoYo Laos Sauce, FireFly Barbecue, Cool Hog Snacks, Porter Hill Tea Company, RoniB's Kitchen, Bray Cured, Harry's Hot Honey, EverFree, simple bake, Clubhouse Roastery, Bennetto Natural Foods UK, THE MARSHMALLOW FACTORY, Turn 6 – Premium Alcohol-Free Wine, High Teas, Whole Food Earth®, Nordfell, Chilli Mash Co., ntsama.co.uk, Gorvett & Stone, Acorns Coffee & Cake, Camellios, Hot Star Honey.
Returns
Return window: 30 days from the date of delivery, unless otherwise stated by the individual supplier.
Eligibility: Items must be unused, unopened, and in their original packaging. Due to the perishable and consumable nature of many of our products — including fermented foods, hot sauces, condiments, chocolates, baked goods, teas, and coffees — we are unable to accept returns on opened or partially consumed items unless the product is faulty, damaged, or not as described.
How to request a return: Email us at customers@artisanbox.io within the return window with your order number and reason for return. We will liaise with the relevant supplier on your behalf.
Return labels: Once your return is approved, a return label will be emailed to you. Suppliers typically process return requests within 2 business days. Please note that some of our suppliers manage returns through their own returns portal — if this applies to your order, we will let you know and guide you through the process.
Mixed orders: If your order contains products from more than one supplier, each item's return will be handled separately and may follow different timelines depending on the supplier.
Refunds
Processing: Refunds are issued once the supplier has accepted and closed the return. Funds are returned to your original payment method within 5–10 business days, depending on your bank or card provider.
Partial refunds: Where only some items in a return are accepted, we will manually refund you for the accepted items and notify you of any partial decisions.
Faulty or damaged items: Contact us within 48 hours of delivery with your order number and photos of the issue. We will prioritise resolution with the supplier and aim to issue a full refund or replacement — in many cases without requiring a return.
Cancellations
Orders can be cancelled before a supplier begins fulfilment. Once fulfilment is underway, cancellation may not be possible. Please contact us immediately at customers@artisanbox.io if you need to cancel.
Non-returnable items
Perishable food and drink items — no change of mind returns accepted
Opened or consumed food and drink products (unless faulty)
Perishable goods past their best-before date
Items marked as final sale
Gift cards
Bespoke or made-to-order items
A note on supplier terms
Each supplier sets their own return window and any applicable fees (e.g. restocking fees). Where a supplier's terms differ from our defaults above, we will communicate this clearly at the point of return. You can also check individual supplier terms by contacting us directly.
Contact
Email: customers@artisanbox.io Response time: Within 1–2 business days (Mon–Fri)
Returns & Refunds
From the original point of purchase we offer a 14 day ‘cooling off’ period during which you can freely cancel your contract if you have had a change of mind. This period begins once your Order is complete and We have sent you your Order Confirmation, i.e. when the Contract between you and Us is formed. You may also cancel for any reason before We send the Order Confirmation.
Orders and subscriptions can be cancelled up until the monthly box order has been fulfilled. Currently ArtisanBox has a monthly cutoff for same month dispatches of the 18th of each month with the fulfilment of these orders taking place in the last calendar week of each month. Simply use your My Account options to update your subscriptions settings as per your preference at any time.
From the point of fulfilment however, we sadly can't cancel your order. Because the contents of our boxes contain perishable food we cannot cancel the box or accept returns beyond this point for changes of mind. However, of course, if any items is 'faulty' then do not hesitate to get in touch.
Refunds will be made using the same payment method that you used when ordering the Goods unless you specifically request that We make a refund using a different method.
You can always contact us for any cancellation & return questions at info@artisanbox.io
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged so that we can evaluate the issue and make it right.
