Frequently Asked Questions

About us

Where do you ship?

We only ship to the United Kingdom and Northern Ireland but cannot ship to Jersey or The Channel Islands. For service in France, Spain, and the United States, please visit Birchbox France, Birchbox Spain or Birchbox US

Do you have any jobs available?

For all job inquiries, please view our Careers page or contact careers@birchbox.co.uk

Birchbox Subscriptions

How do I subscribe to Birchbox?

It's easy! Visit the Subscribe page and select the option that is right for you. We offer a monthly recurring subscription,as well as a three-month, six- month and one-year subscription. You can also gift Birchboxes.

Are there any hidden fees?

Nope! It's just a single payment every month for monthly subscriptions.

Do you only offer monthly subscriptions?

We offer a variety of different subscriptions to suit your preference! As well as monthly re-billable subscriptions we also offer 3 month, 6 month and 1 year subscriptions.

Orders & Shipping

When will I be billed?

For the monthly subscription, we will charge you when you sign up. After that, you'll be charged on the 1st of each month (if you signed up after 23rd January 2014) or the 5th of each month (if you signed up before 23rd January 2014). You can cancel or suspend your subscription at any time but subscriptions must be cancelled before 5pm on the last day of the previous month to ensure that the following month's box is not charged.

For three, six- and one-year subscriptions, you pay a one-time charge.

I just joined Birchbox! What can I expect to receive?

Every month, you'll receive a collection of beauty and lifestyle samples that have been picked to fit your Beauty Profile. Each Birchbox also contains a glossy magazine with beauty news, trend tutorials, and insider tips on your monthly samples.

Do I have to reorder every month?

No you do not have to reorder each month. If you are a monthly subscriber, you will be billed automatically on the 5th of each month. If you have a three-month, six month or one-year subscription, you will need to renew after you receive your last box.

When will my Birchbox ship?

We ship Birchboxes periodically each month depending on when payment is taken or when the gift subsription is redeemed. Your order confirmation email will indicate when your first Birchbox will ship. After that, all subsequent boxes will leave our warehouse after the 15th of the month. For subscriptions processed after the 5th,  your box may be dispatched after the 20th. You'll receive an email when your box ships and it usually takes between three to four working days for it to arrive but can take up to 10 days in some cases. 

How do I cancel my subscription?

Monthly subscriptions can be suspended and re-activated at anytime however the subscriptions must be cancelled by 9am on the 3rd of the month to ensure that you are not charged for that particular month. To suspend your account, visit My Subscriptions and select "All About This Subscription." From there, you can suspend your account. You can always email support@birchbox.co.uk if you require assistance.

Replacements

How do I re-activate my account?

To re-activate your account, visit My Subscriptions and select "All About This Subscription." From there you can re-activate by choosing "Activate." If you want to receive that month's Birchbox, you must re-activate before the 5th of the month. You can always email support@birchbox.co.uk if you require assistance.

What if I want to return my Birchbox?

We hope that you will love your monthly discovery experience. Because Birchbox is a discovery service, we understand that you may not always be thrilled with every single item you receive. While delighting and surprising our customers is important, the idea is to also help push boundaries, discover new products, and expose our subscribers to exciting, new brands.

However, we apologise if you are not satisfied with our service. We will be happy to refund your box, as long as it is sent back us to within 14 days of you receiving it. Your subscription will then be cancelled and no further Birchboxes sent out. Please contact support@birchbox.co.uk for our returns address.

Boxes must be in an acceptable condition, complete with original, unused, and unopened samples as well as other components contained in the box upon delivery. Please note that depending on the situation, your order may be unsuitable for refund.

If you have not received your order within 28 days of dispatch, we will be happy to refund you for that month's box.

We recommend you send your box using a tracked service as we cannot be held liable for boxes lost in transit.

How long will I wait to get my refund?

Refunds are typically processed within three to four days, however in some rare cases in can take up to 21 days. If you still haven't received your refund after 21 days, please get in touch with us at support@birchbox.co.uk.

Gift Subscriptions

Is it possible to gift a Birchbox subscription?

Yes! You can treat someone to either a three-month, six-month or a one-year Birchbox subscription. Click here to choose your option.

Shipping

How much is shipping on full-size products?

We offer standard shipping (2-4 business days) for £2.95. We offer free shipping on brands sampled in that month’s Birchbox (minimum spend of £10 excluding delivery costs is required).

When will my full-size order ship?

All orders placed before 10:30 AM Monday to Friday, excluding bank holidays, will be processed from our warehouse that day.

How do I update my address?

You can change the delivery address for your Birchbox subscription any time by logging in to your account and going to “My Subscriptions.” Then, select “Edit Shipping Address”.

Please note that you must change your delivery address before the 4th of each month in order to have that month’s Birchbox delivered to your new address. The address change is only for subscriptions, not full-size orders.

Billing

Why did my payment fail?

If you are sure your account had sufficient funds, your credit card may have expired or you may have an incorrect billing address. You can update your card at anytime by visiting My Subscriptions within your account. From there, simply choose “Change Credit Information. You can always call us at +44 203 137 6174 and we will help you update it. We will attemt billing on the 5th, 10th and 15th of the month, if either of these are unsuccesfull you may not receive that months Birchbox. 

How do I update my credit card information?

You can update your card at anytime by visiting My Subscriptions within your account. From there, simply choose “Change Credit Information”. You can always call or email us at support@birchbox.co.uk.

Samples

Can I choose my samples?

The surprise is part of the fun! We use your Beauty Profile to pick samples that we think you'll love. You can also check out our Brands page to browse all our brand partners.

I have an allergy. Can you customise to my needs?

Unfortunately, we can't guarantee that your box will not contain any specific products or ingredients. If you do have known allergies, we suggest that you check a product's ingredients before testing your sample.

I love this sample! Where can I buy it?

We sell full-size versions of many of your samples in the Birchbox Shop. You earn Birchbox Points with every purchase!

What if I don’t know what to do with my samples?

We’d never send you something and not tell you how to use it! Our website has detailed information on how to get the most out of your samples. In the Birchbox UK Shop, visit the product page for your sample and read what our editors have to say about it. Visit the Birchbox UK Blog for even more beauty and style inspiration: interviews, editor picks, pro tips, and how-to tutorials.

What if I receive a damaged sample, or a sample is missing?

Oh no! If your sample is damaged or missing, please write to us at support@birchbox.co.uk or give us a call at 0203 137 6174. We will help you out!

How do I fill out feedback surveys for my samples?

It’s simple. Just log on to your Birchbox account, and click on 'My Surveys' on the left hand side of the page then click on the corresponding product link for which you wish to leave feedback.  Please keep in mind that product feedback is only accepted during the month in which the product is being sampled. After the month ends, the products are no longer eligible for feedback.

Birchbox Points

What are Birchbox Points?

The Birchbox Points program is designed to help you get the most out of your membership. We designed it to reward you for doing the things you already do: purchase full-size products in the Birchbox Shop, refer friends to Birchbox, and submit feedback on your samples. Your points can be used toward any full-size purchase in the Birchbox shop. You can check your points balance at any time by logging in to your account.

How can I earn Birchbox Points?

It’s easy to earn points. You immediately receive points when you purchase a Birchbox subscription, you will get:

  • 125 points for a yearly subscription.
  • 67 points for a 6 month subscription.
  • 12 points for a monthly subscription.

You receive 1 point for every £1 spent in the Birchbox Shop. If you’re a Birchbox subscriber, you can invite people to join using your unique referral link and earn 50 points for every friend who joins as a new customer. You also receive 5 points for every feedback survey you complete on your monthly samples.

How can I redeem Birchbox Points?

Every 100 points equals £10 off any full-size purchase in the Birchbox Shop. It’s easy to redeem Birchbox Points. Simply add items to your shopping cart. When you get to the Payment Information section, click the box that says, “Use my rewards points.” The value of your points will be automatically deducted from your total. Note: You must have a minimum of 100 Birchbox Points before you can redeem them. Points can only be redeemed in increments of 100.

Do Birchbox Points expire?

Birchbox Points expire one year from the date they were first earned. Your Account page lists your Rewards Points balance history, including the dates your points will expire.

Do I need to be a Birchbox subscriber to earn Birchbox Points?

Nope! You can still earn points even if you don’t have a subscription. You will earn 1 points for every £1 you spend in the Birchbox Shop!

Birchbox UK Shop

What shipping options do you offer?

Standard - £2.95 - 2-4 working Days - Free on some products

We offer a range of shipping options. Our standard service is £2.95 and you can expect that your order will arrive in two to four business days. We offer free shipping on all brands featured in that month’s Birchbox (minimum spend of £10 excluding delivery costs is required).

What type of payment do you accept?

We currently accept the following payment methods for all our Shop and subscriptions payments: Visa credit card; Visa Debit card (Visa Delta, Visa Electron, Visa Debit); MasterCard; Solo. Unfortunately we do not currently accept Maestro, American Express or PayPal payments.

What is your return policy?

If you are not 100% satisfied with your full-size product purchase, you can return it unopened to Birchbox for a full refund within 28 days of the purchase date. Return shipping is free of charge. If you're not happy with your full-size product, for any reason, just contact us at support@birchbox.co.uk and we will provide you with a free return label. Please allow 10 business days for the return to be processed once it is received at our warehouse. After your return is received and inspected, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment. The original shipping and handling fees are non-refundable. Please note that depending on your credit card company, it may take an additional 3-7 business days after your credit is applied for it to post to your account. Note: Please do not send your purchase back to the manufacturer.

What if there is a problem with my order?

If you receive a damaged or incorrect item, please contact us at support@birchbox.co.uk and we would be happy to help.

Promotions

Do you offer any discounts on full-size products?

The Birchbox Points rewards program gives you many ways to earn points that can be redeemed for full-size products. In addition, we offer free shipping on all the products by brands sampled in that month’s Birchbox. We also have special promotions that we'll tell you about via email - one more reason to keep checking your inbox!

What if my promo code doesn't work?

Make sure you’re logged into your Birchbox account before trying to apply the code. If you are still having issues, please contact us at support@birchbox.co.uk.

Website

I am having problems with the Birchbox website.

You may have trouble accessing our website if you are using Internet Explorer 7 or 8 (or older versions). Try opening our website using different browser such as Google Chrome, Mozilla Firefox, or Internet Explorer 9. If you are still having issues, please contact us at support@birchbox.co.uk.

I have forgotten my password

Reset your password by entering your account email address on the Forgot Password page. An email will be sent to you with directions for changing your password.

I am not receiving your emails or newsletters.

Your emails will be sent to the email associated with your account. If you are not seeing our emails, please check your Spam or Junk folders. If you still cannot find them, please contact us at support@birchbox.co.uk.