How long do I have to report a problem?
Ten days from the delivery date shown on the tracking.
Reprints and Refunds
Boxes that arrive misprinted or damaged are reprinted or refunded. Tell us within 10 days of delivery and send photos.
What is covered
- Print that does not match the approved proof
- Boxes damaged in transit
- Wrong size against the approved dieline
- Finish faults such as peeling lamination or missing foil
- Short deliveries, once the tracking has been checked
How to report a problem
- Email or WhatsApp us within 10 days of delivery with your order reference.
- Send photos of the fault and of the outer carton label.
- Keep the affected boxes until we confirm whether we need them back.
- We confirm a reprint or a refund within one business day of seeing the photos.
What is not covered
Printed boxes are made to your approved proof, so we cannot accept returns because of a change of mind, a spelling mistake that was on the proof, or a container that was measured wrongly.
If that happens, tell us anyway. A reprint of a small run is often cheaper than you expect, and we will quote it straight away.
| Situation | Outcome |
|---|---|
| Boxes differ from the approved proof | Reprint or refund of the affected boxes |
| Damage in transit, reported within 10 days | Reprint or refund of the affected boxes |
| Error that was on the approved proof | Not covered; reprint quoted at the usual price |
| Container measured wrongly by the buyer | Not covered; new size quoted |
| Change of mind after production | Not covered |
Design Your Packaging
Choose a real photo of the box you have in mind, put your logo on it, pick a colour and finish, and send it over. Our designers turn it into a free, print-ready proof.
Brief us on the box you need
The more we know about what goes inside, the bottle or jar, the quantity and the look you are after, the sharper the price. A packaging specialist replies within one business day with a written quote and a free design proof.
- Written prices from £0.25 a box.
- Free design proof before anything is printed.
- Made in 4–6 business days after proof approval.
- Free tracked delivery across the UK in 2–3 business days.
- Misprints or damage reported within 10 days with photos are reprinted or refunded.
Reprint and refund questions
Not answered here? Call +44 7578 382054, message our packaging team on WhatsApp or email info@thecosmeticpackaging.co.uk.
What photos do you need?
One of the fault close up, one of a whole box and one of the outer carton label. Phone photos are fine.
Will you reprint or refund?
Your choice in most cases. A reprint is usually quickest if you need the boxes; a refund of the affected boxes if you do not.
Do I have to send the faulty boxes back?
Not usually. Photos are enough. If we need the boxes back for a production check, we arrange and pay for the collection.
What if only some of the boxes are faulty?
We reprint or refund the affected boxes, not the whole order, unless the whole order is affected.
How long does a reprint take?
The same as a new order: 4–6 business days in production, then 2–3 business days for delivery.
What if the colour is slightly different from my screen?
Small differences between screen and print are normal and are not a fault. A clear difference from the approved proof or from a named colour reference we agreed is.
Can I cancel an order before it is printed?
Yes, up to the point you approve the proof. After approval the order is in production and cannot be cancelled.
How are refunds paid?
To the payment method used for the order, within a few business days of confirming the refund.
Who do I contact about a problem?
The packaging specialist who handled your order, by replying to your order email, or the phone and WhatsApp numbers at the top of the page.