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FAQ

Here are some common questions and answers. If you cant find an answer here or have any other questions please don’t hesitate to contact us here: [email protected]

Where is my Box?

  • If you are a subscriber, your box will be dispatched to you from the 17th of the month following your order (sometimes earlier). If it hasn’t arrived by the 22nd, first check the tracking number on the email you were sent (check you spam or junk folder for the email), or email us at [email protected] and we will sort it out for you.
  • If you ordered a brewery-direct-box, please allow up to 3-5 days for delivery. If you still haven’t received it, please email us at [email protected] and we will sort it out for you.

How soon will the first subscription box be sent out after I place my order.
Your first Craft Box Direct subscription box will be dispatched to you from the 17th of the month following your order (sometimes earlier). You will then receive subsequent deliveries every month around this same time while your subscription is active.

Can I buy a subscription as a gift?
You most certainly can – you can either buy a monthly subscription for that person and you will get billed each month, or you can buy a set number of months from our gifting page (or a voucher).
When buying for someone else you can either put your own details in the billing section and their details in the shipping section if you want to keep it a secret or put their details in both the billing and shipping as well as use their email address for the account if you don’t mind them seeing what you have setup for them. The Giftee can add their credit card details at a later stage if they would like to purchase anything further.

How often will I receive the Craft Box Direct subscription box and when will I be billed?
You will receive a subscription box each month and it will be dispatched to you from the 17th of the month following your order (sometimes earlier).

Following the first order the billing will be set to the 20th of the month prior to that month’s box getting dispatched.

Can I change the address for the next Craft Box Direct subscription box?
Absolutely! Log into your account here. You will need to change your address in the ADDRESS area as well as SUBSCRIPTION area.
Under ‘my account’ click ‘Addresses‘ – then ‘edit‘. Fill out the details for both billing and shipping address (make sure you hit Save!)
Under ‘my account’ click ‘Subscriptions‘ – then ‘View‘ on each active subscription you want to change address for. Then “Edit Address” and make changes. (make sure you hit Save!)
Please note that the address change must be amended 3 days before the next billing cycle (20th of the month) for us to send your next box to the updated address.
If you want to confirm your changes or change your address after the 20th of the month please email us here: [email protected]

How do I order an extra subscription?
Simply login to your account here, and add the monthly subscription box you want to your cart and checkout with payment.

Is there a minimum number of months I have to be subscribed for?
Not at all. You can pause and resume your monthly subscription any time you like. You control everything from inside your account here.

How do I pause or resume my subscription?
You can pause or resume your subscription any time by logging in to your account here, and clicking on “Subscriptions”, then “View” on the active subscription you want to pause, then “Pause Subscription”.
To resume your subscription you then click on Resume Subscription. Keep in mind the payment date after resuming needs to be before the end of the current month to get the following months box. You can check your payment date by clicking View on the active subscription and looking at the date under the Payment Due heading.
**Please note that if you pause or cancel your subscription after paying for next month’s box, you will still receive it – your subscription will then be paused until you resume it by clicking on Subscriptions, View, Resume Subscription.

What happens if my payment fails?
Every month our secure web server will attempt to debit the payment details linked to your Craft Box subscription. If there are insufficient funds on your credit card or the card details have changed then the payment will fail.
We will make contact with you to let there is an issue and help you sort it out in case you have missed the automated email regarding this. Following this if payment is not received the order will change to suspended before the subscription is cancelled the month following.

How do I update my payment details:
You can edit your credit card details hereYou must set the new details to default for them to be used.
Note that credit card detail changes need to be made before the 20th of the month to ensure that the following month’s box gets paid for.

Can’t find what you’re looking for or have another question?
Please contact us [email protected]

 

© Craft Box Direct 2019

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