Terms Of Service

We believe ordering custom packaging should be simple and straightforward. These Terms and Conditions explain how our services work, what you can expect from us, and what we need from you when you place an order.

Customize Boxes UK provides packaging made to suit your chosen size, design, material, quantity, and printing requirements. By using our website or placing an order, you agree to the terms below.

If you have any questions about anything on this page, please speak to our team before placing your order.

Custom Packaging Orders

Every packaging order is made according to the information and specifications provided by the customer. Depending on your requirements, this may include custom box sizes, printed designs, materials, finishes, inserts, structural styles, and other packaging options.

Because your packaging is made specifically for you, please check your order details carefully before production starts.

We’ll always do our best to make the process clear, from discussing your requirements and preparing artwork through to production and delivery.

Damaged Goods

We take care when producing and packing your order. Once your parcel is with the delivery company, though, it may be handled several times during transit.

If your order arrives damaged, please check it as soon as possible and let us know.

If you notice damage:

• Check the parcel when it arrives.
• Contact us within 3 days of receiving your order.
• Send photographs or other information if we ask for them.
• If a return is required, send the affected goods back within 10 days.

Getting in touch quickly allows us to look into the issue and decide what can be done.

If damage isn’t reported within the stated timeframe, we may not be able to arrange a replacement or refund.

Artwork Proof and Customer Approval

Before production begins, we’ll normally provide an artwork proof or digital mock-up where applicable.

This gives you a chance to see how your packaging design is expected to look before it goes into production.

Please check the proof carefully. In particular, make sure the following are correct:

• Design and layout
• Box size and dimensions
• Fonts
• Colours
• Images and graphics
• Spelling and grammar
• Product information
• Logos
• Contact details
• Any other text or information shown on the packaging

Once you’ve approved the artwork, we’ll move forward with production.

If an error was already shown in the approved artwork or came from information supplied by you, we won’t normally be responsible for correcting that error after production.

So, before giving your approval, please take a final look at every detail.

Artwork Requirements

The quality of the artwork can have a direct effect on the finished print.

For example, a low-resolution image may appear blurry or less detailed when printed. Colours and other design elements can also be affected by the quality of the file provided.

We generally accept artwork in formats such as:

• PDF
• AI
• EPS
• PSD
• CDR

If you’re unsure about your artwork, contact us before production and we’ll let you know whether anything needs to be changed.

You must also make sure you have permission to use any images, logos, fonts, trademarks, or other material included in the artwork you provide.

Production and Delivery

All custom packaging is made to order, so production times can vary depending on the type and quantity of packaging, materials, printing, finishing, and other requirements.

Any delivery date or timeframe we provide is an estimate unless we have specifically agreed a guaranteed date with you.

Occasionally, things outside our control can cause delays. These may include courier problems, severe weather, transport disruption, public holidays, or other unexpected circumstances.

We don’t normally deliver orders on Saturdays or Sundays.

If you need your packaging by a particular date, please let us know before placing your order so we can discuss the expected timeframe with you.

Public Holidays

Production and delivery schedules can be affected by UK public holidays.

If you’re placing an order around a holiday period, please allow some extra time for production and delivery.

We’ll provide relevant information where possible if a public holiday is likely to affect your order.

Refunds and Replacements

If there’s a manufacturing problem or your packaging arrives with a defect, please contact us within 3 days of receiving your order.

To understand what has happened, we may ask you to provide photographs, order details, artwork files, or other information. In some cases, we may also ask you to return the affected products.

Once we’ve reviewed the issue, we’ll discuss the appropriate solution with you. Depending on the circumstances, this may involve a replacement, partial refund, or another suitable remedy.

A full refund may not be available in every situation. Where a refund is agreed, applicable delivery or shipping costs may be deducted where permitted.

Making Changes to an Order

Before production starts, please make sure all your order details are correct.

This includes:

• Box size
• Quantity
• Material
• Printing
• Finishing
• Structural design
• Artwork
• Delivery details

If you need to change something, contact us as soon as possible.

We’ll always try to help, but once production has started, changes may no longer be possible or may result in additional costs.

Website Content

All original content published on this website belongs to the business unless stated otherwise.

This includes written content, photographs, graphics, designs, layouts, and other original material.

Please don’t copy, reproduce, republish, modify, or use our website content for commercial purposes without written permission.

Unauthorised use of website content may lead to legal action.

If you provide artwork for your packaging, you’re responsible for making sure you have the necessary rights to use everything included in the artwork.

Product Images and Colours

We do our best to make our product photographs, descriptions, and digital previews as accurate as possible.

However, colours can look slightly different depending on your computer, phone, tablet, monitor, or screen settings. The appearance of a digital mock-up may also differ slightly from the finished physical packaging.

For this reason, the approved artwork and agreed specifications will be used as the basis for production.

Customer Support

If you need help with your order, we’re here to assist.

You can contact our team about:

• Custom box sizes
• Packaging materials
• Artwork and design
• Printing and finishes
• Order details
• Delivery
• Quotations
• General packaging enquiries

If you’re not sure about something, just ask. It’s much easier to sort out questions before production begins.

Changes to These Terms

These Terms and Conditions may be updated from time to time to reflect changes to our services, business practices, or legal requirements.

The latest version published on this page will apply to future orders and use of our website.

Get in Touch

Have a question about your order, artwork, delivery, refunds, or any of our packaging services? Our team is happy to help.

Phone: +(44) 7745318992
Email: sales@customizeboxes.co.uk

You can also use the live chat on our website to speak with a member of our team.

Whether you’re checking an artwork proof, discussing your packaging requirements, or simply want to know more before ordering, feel free to get in touch.

Last updated: September 2026