Shipping policy

Production times

We aim to ship every order within 4–7 working days.

- Orders placed before midday count that day as day one.
- Orders placed after midday start the clock on the next working day.

We work this way because our system orders stock automatically each day.

Peak periods

Sales, launches and busy seasons can push times out slightly. We'll always give you a heads up in advance wherever we can.

Delivery service

We ship all orders with Royal Mail Tracked 24.

- We charge you £4.63 ex vat per order.
- You set what your customers pay. Run your numbers so your shipping price keeps your business profitable. Need a hand with this? Just ask. We're happy to help.

International shipping

We offer EU and worldwide shipping on request. To ship internationally, your brand must be IOSS registered. Without IOSS registration, we can only offer UK production and shipping.

Tracking

Tracking updates automatically on your Shopify orders. Your customer gets the tracking email too, so they're always in the loop.

Order queries

For anything about a specific order, email info@psfcollective.com. Please avoid WhatsApp for order queries. Email lets our team track and resolve everything properly.

Changes to Orders

Once a customer checks out, we can't amend their order. This includes changes to size, address or product.

Our system orders stock automatically, so there's no manual step where we can step in. Instead:

- Cancel the original order.
- Raise a new order, either yourself through a draft order in Shopify, or by asking your customer to place a new one.

Please note: if you cancel more than 2 hours after the original order, we'll still charge you for the original product. By that point our supplier has already charged us for it.

Misprints & Faulty Items

If we misprint an item or send out something faulty, we'll replace it free of charge. That one's on us.

- Email info@psfcollective.com with the order number and a photo of the issue.
- Raise a new order on your site as a draft order.
- We'll flag it as FOC and fast-track it through production to get it back out as quickly as possible.

Exchanges & Returns

For change-of-mind exchanges and returns, Boxcey doesn't accept liability. You decide what you offer your customers. Here's how each option works.

Exchanges

- Your customer sends the item back to you or to our warehouse.
- We check returns once a week and let you know when an item arrives and whether it passes QC.
- You then raise a replacement order on your site via a draft order.
- The replacement enters our production line as a new order, so the standard 4–7 working days applies.

Returns

- Your customer sends the item back to you or to our warehouse.
- You issue the refund to your customer.
- We still charge you for the item, plus a processing fee for handling the return.

Returned stock at our warehouse

Any returned stock we hold is yours. You can:

- Use it to fulfil future orders
- Use it for gifting
- Have it sent to you at the end of the month

To get stock sent out, email info@psfcollective.com with your delivery address and we'll package everything up for you.