FAQS
IS YOUR PACKAGING RECYCLABLE?
Yes, the actual packaging box and jewellery backing is made from 100% recyclable cardboard. We want to do everything we can to help the environment so please make sure you do put your packaging from your box in the recycling bin.
I HAVE A QUESTION ABOUT THE MYSTERY BOXES.
If you have a question regarding the contents of the mystery boxes please see our Instagram post here that covers most FAQs. If you don't see your question, please do not hesitate to drop us a message on Instagram or an email.
WHAT IS YOUR RETURN POLICY?
We take pride in our product. So if you are unhappy about your order please email us with your order number to see if we can find a resolution at info.throughthedoor@gmail.com
Please be aware that we currently do not accept returns on the personalised mystery boxes if the reason of return is that you didn't receive the items you wanted. It is stated clearly in the description that due to stock levels we may have to substitute some requested items.
We unfortunately do not accept returns on our earrings for hygiene reasons.
Please also be aware that we do not accept refunds for damaged goods past three months of purchase, due to everyday wear and tear.
HOW CAN I CONTACT YOU?
The best way to contact us regarding any orders is directly through our email - info.throughthedoor@gmail.com.
Please be aware that during busy periods our Instagram dm's aren't monitored so the best form of contact is sending an email.
Please note that our email inbox is not monitored at the weekend, and any emails sent after 4pm on a Friday will be responded to Monday morning.
HOW LONG WILL MY ITEM TAKE TO ARRIVE?
Once dispatched your item should take between 3-5 days to arrive. Please note this is the delivery time and not the production time. Dispatch time is 2-4 working days.
Please also be aware that if you request for your order to be packed on TikTok then this may delay your packing time.
When placing your order please also ensure that your address is correct. As we are a small business, any orders that are resent due to an incorrect address will face another postage charge for the customer. Please also note that any orders that are sent back to us due to attempted deliveries will also face this charge. In the event of this and the item is returned back to us, we can refund the cost of the item but not the delivery. We thank you for your understanding in this.
Please note that all orders placed between Friday - Sunday will not be packed and dispatched until the following Monday.
I THINK MY ORDER IS LOST, WHAT CAN I DO?
All orders are dispatched using the Royal Mail second class service. Therefore, your parcel shouldn't take longer than 3-5 working day's to arrive.
Please note that Royal Mail are currently experiencing huge delays in their delivery times, with some orders taking up to 14 working days to arrive.
Due to this, we will not be offering replacements or refunds until the 14 working day recommendation by Royal Mail has passed.
If you have any questions or queries about this drop us an email at - info.throughthedoorboxes@gmail.com
Do you close for close for Christmas?
Through The Door will be closing from the 18th of December and reopening on the 3rd of January with the last orders to be posted on the 18th of December.
However, you can still treat yourself in this period just please note that any orders received between the 18th of December and the 3rd of January won’t be packed and dispatched until the 3rd of January.
Can’t find your question? Have feedback or special requests? Please do not hesitate to get in touch!
