FREQUENTLY ASKED QUESTIONS


GENERAL     

 
What is Little-Known Box?       
Little-Known Box is a luxury beauty subscription box that ships 5-6  products to you per month, to discover, try and enjoy at home. As well as monthly subscriptions, we offer one-off boxes, gift subscriptions and limited edition boxes. We are passionate about featuring and introducing you to upcoming, niche and independent brands. You might just see some well known brands featured, but they will be little-known products or new launches! With the exception of our limited edition boxes which feature brands and products that fit the box theme.  

   
What products will I get?       
Featured brands are carefully selected and we include products such as makeup, nail products and accessories, skincare, hair products, grooming items, lifestyle and beauty accessories (with the occasional  surprise thrown in!)     


Do I have to order every month?       
No, we also have One-Off boxes so you can order a box whenever you feel like it, if you don’t want to commit to a subscription. 

    
How do the subscriptions work?       
We have pay monthly subscriptions available, or prepay 3, 6 and 12 month plans. We also have gift subscriptions if you want to buy a subscription as a present. Have a look at our ‘How it works’ page for more details.    

  
Why don’t I receive your emails? You should receive our emails if you have purchased something from our site or signed up for a subscription. Emails will be sent to the address registered on your account. Check your junk/spam folder in case  they are being stopped by your spam filter. If you would like to join our newsletter but haven’t yet purchased anything from us, please fill in the pop-up form on our website or email [email protected] and we will be happy to add you to our mailing list.

     
How much does it cost?       
We have four subscription UK subscription options:     
1) A monthly subscription. £14.95 per month (plus P&P;). This is a monthly subscription, you can cancel anytime in your customer account. If your subscription is active on the renewal date, your subscription will be auto-renewed at a cost of £14.95+P&P per month.     
2) A 3 month subscription. A one-off payment of £43.35 (plus P&P;). This is £14.45 per box.     
3) A 6 month subscription. A one-off payment of £83.70 (plus P&P;). This is £13.95 per box.     
4) A 12 month subscription. A one-off payment of £149.40 (plus P&P;). This is £12.45 per box.     
Postage and packaging is £3.75 per delivery. You can see the options and subscribe on our 'Join Now' page.    


Are there any hidden fees?       
No, the box cost and delivery costs are the only charges. Subscriptions do auto-renew so be sure to cancel if you no longer want your box.     
  
 

ACCOUNT     

Can I login to my account?       
Yes, when you make your first order, you will be able to set a password for your account. You can then login at the top of our website. Once you have logged in to your account, you can make changes to your subscription such as; change your shipping or billing address, payment details, skip a box, change or cancel your subscription.     


What happens when my subscription ends?       
Your subscription will auto renew until you cancel your subscription, so you don’t need to do anything should you want to continue with your subscription. You can set a reminder to be notified when your renewal is coming up.   

  
Can I change my shipping address?       
You can do this in your customer account at any time or alternatively, email us on [email protected] and we will be happy to help you.     
  
 

PAYMENT     

 
Which payment types do you accept?       
Payment can be made via credit or debit card. We accept payment by most credit and debit cards.     


When is my next payment and/or delivery due?       
For monthly subscription plans, the payment for your first box will be taken when you signup. Subsequent payments will be taken on the 1st of the month. (For example if you sign up on 15th April, payment will be taken on the 15th April for your first box, 1st May for your second box  and each month thereafter until you cancel).     


I want to continue my subscription, what do I do?       
Your subscription will automatically renew unless you cancel. So, you don’t need to do anything!     


Can I suspend or pause my subscription?       
You can make changes to your subscription in your customer account including skipping your next renewal/s, for help, please email [email protected]  

I have a discount code, how do I use it?

You can add your discount or promotional code at checkout.    

  
How can I cancel my subscription?       
You can cancel your subscription at any time in your customer account. If you no longer want your subscription, please make sure that you cancel before your renewal date otherwise your renewal will be processed.      


My voucher code will not work

Please check that your voucher code is still valid and hasn’t expired. Ensure you enter the discount code exactly (it will not working if an incorrect number or letter is accidentally added). If you are still having problems, please contact us and we will be happy to help.  


PRODUCTS     

 
Can I find out what is in my box?       
We don't reveal in advance what the box products will be, it would spoil the surprise for you and the unboxing excitement! Sometimes we will have a sneak peek of our favourite product in the upcoming box on  our website or social media accounts. You can browse our website to get an idea of the brands and products that may be featured in upcoming boxes. Limited Edition boxes fit a specific theme and therefore, the contents will sometimes be shown and therefore not always a surprise, depending on the box theme or promotion. You can see the contents of our recent past boxes on our 'shop' page (while stocks last).

    
How should I use the products in my box?       
You will receive a box insert in your box with information on each product. You can also find further information on our website or blog for the individual products, descriptions for use and information on the product ingredients where possible.  

  
Will I like the products in my box?       
We work hard to feature a large selection of 'little-known' products and brands, there is something for everyone in our boxes.     


Can I see a list of brands you are working with?       
Please visit our 'brands' page or join us on social media to see the type of brands we work with. We are constantly updating our brands page so please check back frequently for updates.  

   
Where can I buy a product I like?       
We will give information on our website and the box insert, showing where you can buy more products from the same brand. We are hoping to stock individual products on our site in the near future, please check back soon for updates.

   
What if I don’t like the products in my box?       
If this happens, make sure you email us to let us know. It’s important to us to hear your thoughts and we will respond to your email. We will try our best to resolve any problems you may have with your box. We include a variation of product types but we won't be able to please every subscriber with every single box, so please think of LKB as a lucky dip - you may not love every product but this is the nature of a subscription box. If you prefer to know the contents in advance, we have one-off boxes available on our shop page. Products that may not be for you, always come in useful for gifts and presents for friends! 


Will I get the same product more than once?         
We create boxes that are as exciting and varied as possible. Occasionally individual products may be featured twice but are likely to be different shades or formulas.

     
I have allergic reactions to some beauty products, or I can suffer from allergic reactions. What should I do?       
Unfortunately we are not able to guarantee that your box will be free of certain substances or ingredients. We take allergic reactions very seriously but a persons allergy problems are outside of our control, and as such we cannot promise that you will not have an allergic reaction to a featured product or ingredient. If you have an allergic reaction to a product, we understand you may not want to continue your subscription. If you suffer from an allergy to certain ingredients, substances or even certain brands or product types, we strongly recommend that you very carefully check the ingredients of a product before using it. If in doubt, do not use products that you think you could have an allergic reaction to.     
  
 

SHIPPING, DELIVERY AND RETURNS     

 
Where do you ship to?       
We currently only ship within the UK but please check our website or sign up to our newsletter for regular updates.

What happens if I receive a damaged item?       
Unfortunately some parcels do not receive careful treatment in transit. If you receive a damaged or broken item in your box, please email us and attach details and a photograph of the damaged item/s. We will arrange for a replacement to be dispatched to you as long as you contact us within 7 days of receiving your order. If an identical item is not available, we will offer an alternative item/s of the same or higher value. Should this not be possible, we reserve the right to refund the relevant amount back to your payment method (for example, if 1 of 5 products arrived damaged and we are unable to provide an identical item, we reserve the right to refund 20% of your payment, including P&P, as a refund for the damaged item).

What happens if I can't be sent a replacement or my replacement doesn't arrive?

Unfortunately some parcels go missing in the post and on occasion, replacements have not reached the recipient. Also, on occasion we may not have enough stock to provide an identical replacement. In the unlikely event that your replacement does not reach you or we are unable to provide a replacement item, we reserve the right to provide an alternative product or to refund the relevant amount back to your payment method (for example, if 1 of 5 products arrived damaged and we are unable to provide an idential item, we reserve the right to refund 20% of your payment, including P&P, as a refund for the damaged item).   


When will I receive my order?       
Monthly boxes are usually dispatched on the 21st of the month (+ or - 2 days). If the 21st of the month falls on a Saturday or Sunday, your box will be  shipped on the next working day. Boxes are sent via Royal Mail and should arrive within 3-5 working days of receiving your dispatch email.  Please note that this is not guaranteed and you should allow 14 days for delivery, some parcels can take longer due to items being delayed, postal delays and during peak periods such as Christmas  & New Year, and bank holidays. Limited Edition boxes ship at alternate times and you will be notified of the dispatch date.

My box hasn't arrived!

Your box should arrive within 3-5 working days of receiving your dispatch email. If your box has not arrived within 5 working days, we recommend that you check with your local sorting office as 99% of the time, the box is being held waiting for collection. Royal Mail should leave a red card if they are unable to deliver your box but sometimes these cards can be misplaced so we ask that you check with your local sorting office and your neighbours if they may have accepted the delivery for you. If your box does not arrive, you must contact us within 14 days so that we can help.

My box has been returned to you!

If Royal Mail are unable to make delivery they will hold your parcel at your local sorting office for collection. Your box will only be held for 18 days. If it is not collected within this time, it may be returned to us. If your box is returned to us and you would like it sending out again, we charge P&P at £3.75. This is because we have to pay for postage again and the outer mailing box needs to be replaced for a new box when parcels are reshipped. If your box is returned to us, please contact us on [email protected] 


Can I return my box?

Should you be unhappy with a box, please let us know. It’s important for us to hear your thoughts and we will do our best to resolve any problems you may have with your box.      
  
 

GIFT SUBSCRIPTIONS     

 
Can I buy a box or subscription as a gift?         
Yes you can, view our subscription options for a choice of gift boxes and subscriptions. Gift subscriptions do not renew unless you tick the box at checkout.      


How is a gift subscription different?         
A gift box is the same as a monthly subscription box, but it will not auto renew unless you select the box at checkout. It is simply purchased as a gift and you can include a gift message, as well as giving us the recipients details and delivery address so that boxes can be dispatched directly to the recipient. Gift subscriptions can be prepay plans for 3, 6 or 12 months (1 payment only, no renewal) or one box can be purchased as a gift via our shop page.     


Are gift boxes sent at the same time as the monthly boxes?         
If you purchase a gift subscription, yes they are. If you are purchasing a One-Off box as a gift, this may be sent at a different time to the monthly boxes. One-Off purchases are usually dispatched within 2-4 days.     


Can I include a gift message?        
Yes you can, you will be promoted to add a gift message when you purchase a gift subscription.

How will I receive my Gift Card?        

Gift cards purchased on our site are sent via email, you will not receive a hard copy or anything in the post. Once you have received the Gift Card via email, you can print it off or forward the email directly to the recipient. If you do not receive your Gift Card via email, please contact us.   
  
 

OTHER FAQ’s     

 
Why should I join your mailing list?        
Joining our mailing list enables us to keep you updated via email about new products and brands, promotions and limited edition boxes. It  will also allow us to send you promotion offers that you won’t want to  miss! If you join our mailing list you can unsubscribe at any time if you decide you don’t want to receive our newsletters.  

   
Why isn’t my item exactly the same colour?         
We try to reproduce colours on the site as accurately as possible. However, different computers and cameras can reproduce colours differently so exact colour matches are not possible. We also cannot control the colour of product images given to us by brands for us to use.    

 
How can i find out more about Little-Known Box?        
To find out more about Little-Known Box, please read our ‘About’ page. 

    
I’m a brand, can I work with you?         
Yes! We are always interested in hearing from brands, especially;  new, upcoming, niche, vegan, organic or Little-Known brands (we will also feature Little-Known products from well known brands). If you would like your brand to be featured in Little-Known box or if you would like  to collaborate/partner with us in any way, please email us, we would love to hear from you.    

 
I’m a Blogger or Social Influencer, can I work with you?         
Yes! We are always interested in hearing from bloggers and social influencers. If you would like to review Little-Known Box or  collaborate/partner with us, please email us, we would love to hear from you. Please view the 'Work With Us' page at the bottom of our website before contacting us.

     
I can't find the answer to my question!       
Please email us on [email protected] and we will do our best to help you.    

Are you ready to try Little-Known Box?

Subscribe to receive a monthly box of of 5-6 beauty products to discover, try and enjoy at home!