Terms of service

TERMS OF SERVICE

Last updated: 29/07/2026

1. About these terms

These Terms of Service (“Terms”) govern your use of the FaveBox website and your purchase of products from us.

The terms “FaveBox”, “we”, “us” and “our” refer to:

Legal name: Richard Gledhill
Trading name: FaveBox
Business type: SOLE TRADER
Registered office or principal business address: 197 Colebrook Lane, Loughton, Essex, IG10 2HG
Email: support@favebox.co.uk

Our online store is hosted by Shopify, which provides the ecommerce platform that enables us to sell products to you. Purchases made through this website are made directly from FaveBox, not from Shopify.

By using our website or placing an order, you agree to these Terms. Please read them before placing an order.

These Terms should be read alongside our:

  • Privacy Policy;
  • Refund and Returns Policy;
  • Shipping Policy;
  • Cookie Policy; and
  • any product-specific terms displayed on the relevant product page.

Nothing in these Terms affects your statutory rights as a consumer.

2. Who may use our website

You must be at least 18 years old to place an order through our website.

A person under 18 may use the website only with the involvement and permission of a parent or legal guardian. The parent or legal guardian is responsible for any order placed on the young person’s behalf.

You must provide accurate, current and complete information when placing an order or creating an account.

You are responsible for keeping your account credentials confidential and for activity carried out through your account. Please contact us promptly if you believe that your account has been accessed without authorisation.

We may suspend or close an account where we reasonably believe that it has been used unlawfully, fraudulently or in material breach of these Terms.

3. Information about our products

We take reasonable care to ensure that product descriptions, photographs, prices and other information are accurate.

Product images are illustrative. Colours, packaging and appearance may vary slightly because of:

  • differences between screens and devices;
  • changes made by manufacturers;
  • variations in packaging;
  • substitutions expressly permitted in the product description; or
  • the handmade or individually assembled nature of a gift box.

Any material variation affecting the nature, quality or value of a product will be disclosed before purchase or agreed with you.

Product dimensions, weights and capacities are approximate unless expressly stated otherwise.

The external packaging of licensed products may contain manufacturer warnings, age recommendations, ingredients, allergens, safety information or instructions. You are responsible for reviewing this information before using or giving the product to another person.

Nothing in this section limits your rights where goods are faulty, unsafe, not as described or otherwise fail to conform to the contract.

4. Gift boxes and curated products

Our gift boxes are independently selected, arranged and packaged by FaveBox.

The contents of each gift box will be identified on the relevant product page. Unless a product page expressly permits substitutions, the box will contain the listed products.

Where substitutions are permitted, we may replace an unavailable item with an item of substantially similar type and equal or greater retail value. We will not make a material substitution where the product page states that a specific item is guaranteed.

Decorative arrangements, tissue paper, ribbons and other presentation elements may vary slightly from photographs.

A gift box may contain products manufactured or licensed by third parties. The inclusion of those products does not mean that the gift box itself has been produced, licensed, approved, sponsored or endorsed by the relevant brand owner.

5. Third-party brands and licensed merchandise

Third-party brand names, trademarks, characters, logos and product names displayed on our website belong to their respective owners.

FaveBox is an independent retailer. Unless expressly stated otherwise, we are not affiliated with, sponsored by, approved by or endorsed by any third-party brand owner whose products appear on our website.

Where a gift box contains branded merchandise, the branded products are genuine products sourced for lawful resale. Unless expressly stated otherwise, only the individual branded products are officially licensed. The selection, combination, packaging and presentation of the gift box are independently created by FaveBox and are not themselves official products of the relevant brand owner.

For Pokémon-related products:

Pokémon and the associated character names and marks are trademarks of their respective owners. FaveBox is an independent retailer and is not affiliated with, sponsored by or endorsed by The Pokémon Company, Nintendo, Creatures Inc. or GAME FREAK inc.

Any Pokémon-branded products described as officially licensed are genuine licensed products. A FaveBox gift box containing those products is independently curated and packaged by FaveBox and is not an official Pokémon gift box unless expressly stated otherwise.

6. Personalisation

Where we offer personalisation, you are responsible for checking all names, dates, spellings, messages, sizes and other details before submitting your order.

We will reproduce the information you provide, subject to technical and production limitations.

We may refuse personalisation that:

  • infringes intellectual-property rights;
  • is unlawful, threatening, discriminatory, abusive or obscene;
  • contains personal information about another person supplied without authority;
  • impersonates another person or organisation; or
  • could reasonably create a misleading impression of official approval or affiliation.

Personalised or made-to-order products may not carry the ordinary right to cancel merely because you change your mind. This does not affect your rights where the product is faulty, damaged, not as described or produced incorrectly because of our error.

7. Food, drink and allergens

Where a gift box contains food or drink, the product page or product packaging will provide the available ingredient, allergen, storage and use-by information.

Manufacturers may change ingredients or production methods. You must check the physical product label before consumption, particularly where the recipient has an allergy, intolerance or specific dietary requirement.

Unless we expressly confirm otherwise in writing, we do not guarantee that products are free from traces of particular allergens.

Please contact us before ordering where you require clarification about a product’s ingredients or suitability. We cannot provide medical or dietary advice.

Nothing in this section excludes our responsibility to provide legally required food information or to supply safe products.

8. Age-restricted and age-suitable products

Some products may carry manufacturer age recommendations or legal age restrictions.

You must not purchase an age-restricted product unless you meet the applicable minimum age requirement. We may ask for proof of age and may refuse or cancel an order if satisfactory proof is not provided.

Manufacturer age recommendations must be considered before giving a product to a child. Products containing small parts, confectionery, cosmetics, collectibles or other specialist items may not be suitable for all recipients.

9. Placing an order

The website will allow you to review your order and correct errors before submitting it.

By selecting the final payment or order-confirmation button, you are placing an order with an obligation to pay.

After receiving your order, we will send an acknowledgement email. This acknowledges receipt but does not necessarily mean that we have accepted the order.

A legally binding contract is formed when we send you an order-confirmation email confirming that we have accepted the order.

Your order applies only to the products identified in that confirmation.

Please retain the order confirmation and a copy of these Terms for your records.

10. When we may reject or cancel an order

We may reject or cancel an order before dispatch where reasonably necessary, including where:

  • a product is unavailable;
  • the price or product description contained an obvious error;
  • payment has not been authorised;
  • we suspect fraud, unlawful activity or misuse;
  • delivery cannot be made to the address supplied;
  • an applicable purchase limit has been exceeded;
  • an age or identity check has not been completed;
  • the order would breach a legal or regulatory requirement; or
  • you have materially breached these Terms.

Where we cancel an order after taking payment, we will refund the amount paid for the cancelled products and any associated delivery charge.

We will not cancel an accepted order arbitrarily where doing so would breach our contract with you.

11. Prices and payment

Prices are shown in pounds sterling unless stated otherwise.

The price payable is the price displayed when you submit your order, subject to correction of an obvious pricing error that you could reasonably have recognised as an error.

Prices include VAT where VAT is applicable, unless the website clearly states otherwise.

Delivery charges and any other mandatory charges will be displayed before you submit the order.

You must provide valid payment information and confirm that you are authorised to use the selected payment method.

Payment providers may carry out authorisation, anti-fraud and security checks. We are not responsible for a payment being declined by your bank or payment provider.

We will not add optional paid extras without your express consent.

12. Promotions and discount codes

Promotions and discount codes are subject to any specific terms displayed with the offer.

Unless expressly stated otherwise:

  • promotions cannot be combined;
  • discount codes have no cash value;
  • a code may be limited to one use per customer;
  • a minimum order value may apply;
  • delivery charges may be excluded; and
  • a promotion may end on the stated expiry date.

We may withdraw or correct a promotion where it contains an obvious error or has been used fraudulently. This does not affect orders that we have already accepted, except where the customer knew or should reasonably have known that a material error had occurred.

13. Delivery

Available delivery destinations, methods, charges and estimated delivery times will be displayed during checkout or in our Shipping Policy.

Unless another delivery period has been agreed, we will deliver your order without undue delay and no later than 30 days after the contract is formed.

Delivery dates are estimates unless we expressly agree that a particular date is essential.

We are responsible for the goods until they are delivered to:

  • you;
  • a person identified by you to receive them; or
  • a carrier separately commissioned by you who was not offered by us.

Risk does not pass to you merely because we have handed the parcel to the delivery company selected by us.

You are responsible for providing a complete and accurate delivery address.

Where nobody is available to receive the parcel, the carrier may follow its stated redelivery or collection process.

Please contact us promptly if an order is delayed, lost or delivered to the wrong location.

14. International delivery

Where international delivery is offered, you are responsible for checking that the products may lawfully be imported, possessed and used in the destination country.

Unless checkout expressly states that import charges are included, the recipient may be responsible for customs duties, import VAT, handling fees or other local charges.

Customs processing may cause delays outside our reasonable control.

Consumer rights and mandatory laws in the recipient’s country may also apply. Nothing in these Terms removes rights that cannot legally be excluded.

15. Your right to cancel an online order

Where you are a consumer and the statutory cancellation right applies, you may cancel the contract without giving a reason.

The cancellation period normally expires 14 days after the day on which:

  • you receive the goods;
  • a person nominated by you receives the goods; or
  • for an order delivered in separate instalments, you receive the final item or instalment.

To exercise this right, you must tell us clearly that you wish to cancel. You may contact us at support@favebox.co.uk or use the model cancellation form at the end of these Terms.

It is sufficient to send your cancellation notice before the cancellation period expires.

Further details are provided in our Refund and Returns Policy.

16. Exceptions to the right to cancel

The statutory right to cancel may not apply to certain products, including:

  • goods made to your specifications or clearly personalised;
  • goods liable to deteriorate or expire rapidly;
  • sealed goods not suitable for return for health-protection or hygiene reasons once unsealed;
  • sealed audio, video or software products once unsealed; and
  • goods that have become inseparably mixed with other items after delivery.
  • We will not rely on an exception unless it applies under UK law.

An exception to the change-of-mind cancellation right does not remove your rights where goods are faulty, unsafe, damaged, not as described or otherwise do not conform to the contract.

17. Returning cancelled orders

Unless we agree to collect the goods, you must return them within 14 days after telling us that you wish to cancel.

Returns must be sent to:

FaveBox Returns
197 Colebrook Lane
Loughton
Essex
IG10 2HG
United Kingdom

You are normally responsible for the direct cost of returning change-of-mind goods, provided we informed you of that responsibility before purchase.

You must take reasonable care of returned goods. You may inspect and handle them only to the extent reasonably permitted in a physical shop.

We may reduce a refund to reflect any loss in value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.

You should obtain proof of postage. This does not make you responsible for loss where the law provides otherwise, but it may help establish that the return was sent.

18. Refunds following cancellation

Where you validly cancel the entire order, we will refund:

  • the price paid for the cancelled goods; and
  • the cost of our least expensive standard delivery method offered when you ordered.

We do not have to refund the additional cost of an enhanced or express delivery option where you chose that option instead of standard delivery.

We will issue the refund without undue delay and no later than 14 days after:

  • we receive the returned goods;
  • you provide evidence that you sent the goods back; or
  • where no goods were supplied, the date on which you told us that you were cancelling,

whichever applies under the circumstances.

We may withhold the refund until we receive the goods or evidence that they have been returned.

Refunds will ordinarily be made using the original payment method unless otherwise agreed. We will not charge a refund fee.

19. Faulty, damaged or misdescribed goods

We are legally required to supply goods that are:

  • of satisfactory quality;
  • fit for any purpose made known to us;
  • as described;
  • matched to any sample or model where applicable; and
  • otherwise compliant with the contract.

Your statutory remedies may include a short-term right to reject, repair, replacement, price reduction or final right to reject, depending on the circumstances and timing.

Please contact support@favebox.co.uk as soon as reasonably possible with:

  • your order number;
  • a description of the issue; and
  • photographs where these would help us assess the problem.

We may ask you to return the affected item. Where goods are faulty, damaged, misdescribed or otherwise non-conforming, we will bear reasonable return costs where legally required.

Nothing in these Terms limits your statutory rights.

20. Product recalls and safety notices

If we become aware of a relevant product recall or safety notice, we may contact affected customers using the details supplied with their orders.

You must follow any recall or safety instructions promptly.

We may offer a replacement, refund, repair, collection or other remedy depending on the manufacturer’s instructions and your legal rights.

21. Your use of our website

You may use our website only for lawful personal or business-purchasing purposes.

You must not:

  • use the website fraudulently or unlawfully;
  • interfere with its security or operation;
  • introduce viruses, malware or harmful code;
  • attempt to gain unauthorised access to the website, server or related systems;
  • scrape, harvest or extract data in a manner that materially burdens the website or violates applicable law;
  • use automated systems to circumvent technical restrictions;
  • impersonate another person or organisation;
  • submit false or misleading information;
  • infringe intellectual-property, privacy or other legal rights; or
  • use the website in a way that could damage FaveBox, Shopify or other users.

We may take reasonable technical and legal measures to prevent prohibited use.

22. Automated tools and agents

Automated tools, bots and software agents may access the website only where their access is lawful and does not:

  • bypass technical controls;
  • evade rate limits;
  • conceal the automated nature of the access;
  • interfere with the website;
  • access restricted customer information; or
  • breach these Terms.

Where technically requested, an automated agent must identify itself accurately through an appropriate user-agent string or other reasonable mechanism.

We may restrict or block automated access where reasonably necessary to protect security, availability, customers or legal rights.

This section does not restrict rights that cannot legally be excluded, including lawful activity protected by applicable data, competition or consumer law.

23. Intellectual property

The website and its original content—including FaveBox branding, original text, original photographs, graphics, layouts and designs—are owned by or licensed to FaveBox and are protected by applicable intellectual-property laws.

You may view and use the website for ordinary personal shopping purposes.

You must not copy, reproduce, distribute, republish, sell, license or commercially exploit our original website content without permission, except where permitted by law.

Third-party trademarks, product images and other materials remain the property of their respective owners.

Nothing in these Terms transfers ownership of intellectual-property rights to you.

24. Reviews, messages and other submitted content

Where you submit a review, photograph, comment, suggestion or other content, you confirm that:

  • you created it or have permission to submit it;
  • it is accurate to the best of your knowledge;
  • it does not infringe another person’s rights;
  • it is not unlawful, defamatory, threatening, discriminatory or obscene; and
  • it does not contain malicious software or deceptive advertising.
  • You grant us a non-exclusive, worldwide, royalty-free licence to store, reproduce and display that content only as reasonably necessary to operate, improve and promote FaveBox and its products.

This licence ends when the content is deleted, except where continued retention is reasonably necessary for legal, evidential, security or backup purposes.

We may moderate or remove content where we reasonably believe that it breaches these Terms or applicable law.

We will not publish fake reviews or conceal the fact that a review was incentivised where disclosure is legally required.

25. Third-party services and links

Our website may contain links to or integrations with third-party websites and services, including payment, delivery, review, social-media and analytics providers.

Those third parties operate under their own terms and privacy practices.

We are not responsible for third-party websites that we do not control. This does not exclude responsibility that the law places on us for services or providers that we use to perform our contract with you.

26. Shopify

Shopify provides the technical ecommerce platform used by FaveBox.

Your purchase contract is with FaveBox. Shopify is not the seller of our products and is not responsible for fulfilling your order, dealing with returns or resolving product complaints.

This section does not affect any separate rights you may have against Shopify under its own terms or applicable law.

27. Privacy and cookies

We process personal information in accordance with our Privacy Policy.

Our Privacy Policy explains, among other matters:

  • what personal information we collect;
  • why we use it;
  • our lawful bases;
  • who receives it;
  • international transfers;
  • retention periods;
  • your data-protection rights; and
  • how to make a complaint.

Our use of cookies and similar technologies is explained in our Cookie Policy and, where required, controlled through our cookie-consent tool.

Shopify and other service providers may process personal information to provide hosting, payment, security, analytics and related services.

28. Events outside our reasonable control

We are not responsible for a failure or delay caused by an event outside our reasonable control.

Such events may include severe weather, natural disasters, transport disruption, industrial disputes involving third parties, epidemics, war, civil disorder, government action, telecommunications failure or major supply-chain disruption.

Where such an event affects an accepted order, we will:

  • contact you as soon as reasonably practicable;
  • take reasonable steps to minimise the effect;
  • provide revised information where possible; and
  • allow cancellation where required by law or where performance is materially delayed.

This section does not affect statutory rights relating to delivery or refunds.

29. Our responsibility to you

We do not exclude or limit liability where doing so would be unlawful.

In particular, nothing in these Terms excludes or limits liability for:

  • death or personal injury caused by negligence;
  • fraud or fraudulent misrepresentation;
  • breach of statutory rights relating to goods;
  • defective products where liability cannot legally be excluded; or
  • any other matter for which liability cannot legally be excluded or limited.

We are responsible for losses that are a foreseeable result of our breach of these Terms or failure to use reasonable care and skill.

A loss is foreseeable where it was obvious that it would happen or where both parties knew, when the contract was formed, that it might happen.

We are not responsible for losses that were not foreseeable.

Our products are primarily supplied for private use. Where you use a product for commercial, business or resale purposes, we are not responsible for business losses such as loss of profit, revenue, contracts, opportunity, goodwill or anticipated savings, except where liability cannot legally be excluded.

Nothing in this section affects your statutory rights.

30. Your responsibility for misuse

You are responsible for reasonably foreseeable losses we suffer because you:

  • use the website fraudulently or unlawfully;
  • deliberately damage or interfere with our systems;
  • infringe our intellectual-property rights; or
  • provide content that unlawfully infringes another person’s rights.

You will not be responsible to the extent that the loss was caused by our own breach, negligence or failure to mitigate it.

Nothing in this section requires a consumer to indemnify us against claims arising from our own acts or omissions.

31. Complaints

Please send complaints to:

Email: support@favebox.co.uk
Post: FaveBox, 197 Colebrook Lane, Loughton, Essex, IG10 2HG, United Kingdom

Please include your name, order number and a clear description of the issue.

We will acknowledge and investigate complaints within a reasonable period.

Where an applicable alternative dispute resolution body or online dispute service is available and we are legally required or choose to use it, we will provide the relevant information.

You may also seek independent advice from Citizens Advice or contact the relevant consumer-protection authority.

32. Ending or suspending website access

You may stop using the website at any time.

We may suspend or restrict website access where reasonably necessary because of:

  • security concerns;
  • maintenance;
  • suspected fraud;
  • unlawful conduct;
  • material breach of these Terms; or
  • events outside our reasonable control.

Suspending website access does not automatically cancel an order that we have already accepted.

Any cancellation of an accepted order will be handled under the applicable provisions of these Terms and UK consumer law.

33. Changes to these Terms

We may update these Terms to reflect:

  • changes in law or regulation;
  • changes to our products or business;
  • changes to Shopify or other service providers;
  • security requirements; or
  • improvements in clarity.

The Terms applying to an order are normally those in force when the order is placed.

A later change will not retrospectively alter an existing purchase contract unless the law requires it or you expressly agree.

The latest version will be available on this page with its effective date.

34. Transfer of rights

We may transfer our rights and obligations under these Terms to another organisation, for example as part of a sale or restructuring of the business.

We will ensure that a transfer does not reduce your contractual or statutory rights. We will notify you where legally required or where the transfer could materially affect you.

You may transfer your rights under a purchase contract only where we agree or where the law permits. You may always transfer the benefit of a product guarantee where its terms permit.

35. Third-party rights

Except where these Terms expressly state otherwise, a person who is not a party to the contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

This does not affect rights or remedies available independently of that Act.

36. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as modified to the minimum extent necessary to make it lawful and enforceable.

If modification is not possible, the affected provision will be removed.

The remaining provisions will continue in effect.

37. No waiver

If we delay or fail to enforce a right, that does not mean that we have waived it.

A waiver relating to one breach does not waive a later breach.

38. Entire agreement

These Terms and the policies expressly incorporated into them form the agreement between you and us concerning use of the website and purchases made through it.

Nothing in this section excludes liability for fraud or fraudulent misrepresentation.

Where you are a consumer, nothing in this section removes rights arising from statements on which you reasonably relied when entering the contract.

39. Governing law and courts

These Terms and contracts formed through our website are governed by the law of England and Wales.

If you live in England or Wales, the courts of England and Wales will generally have jurisdiction.

If you live in Scotland, you may bring proceedings in either the Scottish courts or the courts of England and Wales.

If you live in Northern Ireland, you may bring proceedings in either the Northern Irish courts or the courts of England and Wales.

If you live outside the United Kingdom, you may also benefit from mandatory consumer protections and jurisdiction rules in your country of residence that cannot lawfully be excluded.

40. Contact information

Questions about these Terms or an order may be sent to:

FaveBox
197 Colebrook Lane
Loughton
Essex
IG10 2HG
United Kingdom

Email: support@favebox.co.uk

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel the contract.

To:
FaveBox
197 Colebrook Lane
Loughton
Essex
IG10 2HG
United Kingdom
support@favebox.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Ordered on:

Received on:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is submitted on paper:

Date: