Returns and Reprints
If boxes arrive misprinted or damaged, tell us within 10 days with photos and we reprint or refund them.
What is covered?
Misprints and damage. A misprint is print that does not match the proof you approved: wrong artwork, a missing colour, print in the wrong place or a box cut to the wrong size. Damage means boxes crushed, torn or wet on arrival.
Report either within 10 days of delivery, with photos, and we reprint or refund the boxes affected.
How do you report a problem?
- Photograph the problem clearly, with one photo of a whole box and one close-up.
- If cartons arrived damaged, photograph the outer carton and the label too.
- Email the photos to info@themailerboxes.co.uk, or send them on WhatsApp, within 10 days of delivery.
- Tell us roughly how many boxes are affected.
- Keep the affected boxes until we reply, in case we need more photos.
We reply within one working day and agree a reprint or a refund with you.
Can custom mailer boxes be returned?
Not for a change of mind. Every box is cut to your size and printed with your artwork, so it cannot be resold. That is why we send a free proof first and wait for your approval.
What does not count as a fault?
- Errors that were on the proof you approved, such as a spelling mistake.
- Small colour differences between a screen and printed board.
- The warmer tint that brown kraft gives to every printed colour.
- A size that matches the approved proof but not the product it was meant for.
This is why the proof matters. Read the terms of sale for mailer boxes for how approval works.
Questions
How long do I have to report misprinted mailer boxes?
10 days from delivery. Send photos within that time and we reprint or refund the affected boxes.
Do I need to send misprinted boxes back?
Usually not. Photos are normally enough. Keep the boxes until we confirm, in case we ask to see more.
Will a reprint go through the full production time again?
Yes. A reprint is a new print run, so it takes 4 to 6 working days plus delivery, and we start it as soon as it is agreed.
Can I choose a refund instead of a reprint?
Yes. Tell us which you prefer when you report the problem and we agree the remedy with you.
What if only a few boxes in a bundle are damaged?
Report the number affected. We reprint or refund those boxes rather than the whole order.
Is a slightly different shade of colour a misprint?
Not on its own. Ink on board always varies a little from a screen. A clearly wrong colour compared with the proof is a misprint.
What if the boxes are the right size but my product does not fit?
If the boxes match the approved proof, that is not a fault. Measure products carefully, and ask us to check the size before approving.
Can I cancel an order after approving the proof?
Contact us straight away. Once production has started, the boxes are being made to your order and cannot usually be cancelled.
Who pays for a reprint of damaged boxes?
We do, when damage is reported within 10 days with photos. Delivery of the reprint is also free to UK mainland addresses.
Does the reprint policy cover padded mailers too?
Yes. Misprinted or damaged padded and compostable mailers are treated the same way, within the same 10 days.
Your question is not here? Ask on WhatsApp or call +44 7578 382054.
Tell us what you post
Send the product, a rough inside size and a quantity. We reply in writing within one working day with a price and a free design proof. Prefer to talk? Call +44 7578 382054 or message us on WhatsApp.