Got a question? Then we’d love to answer it. You can find answers to our most common queries below. Have a quick flick through and see how good we are at reading minds.
- Shipments & Deliveries
- Changing Details & Cancelling
- Missing or Damaged Items
- Gift Subscriptions
- Share with friends
- Recycling and being really nice
Hi. Who are you?
Hello, we’re toucanBox. We help children from 3-8 make amazing arts and crafts projects by providing all the materials and delivering them to your door.
Where are you based?
toucanBox HQ is in west London. Why not pop down and say hi, or write us a letter? We love receiving mail from little ones. Our address is
toucanBox HQ, 10th Floor, Landmark House, Hammersmith Bridge Road, London, W6 9EJ
What are Petite, Grande and Super?
Great question. They’re our three different types of boxes. Petite boxes contain one project and are shipped every fortnight. Grande boxes contain two themed projects and a reading book, and are shipped once a month. Super boxes contain four themed projects and are also delivered once a month.
Where do you ship?
Anywhere that can receive post! We deliver across the UK, so you can have toucanBoxes delivered to your home, your work office, a BFPO address, even your shoe (if your shoe has its own postcode). For countries outside the UK, there will be an additional overseas shipping cost. Just drop us an email with your destination and we can give you a quote.
Do I need to be in to receive my box?
Not at all, you busy thing. When you sign up you’ll be asked to list a ‘Safe Place’, so if you’re not in your box will be left there. Our Petite boxes fit beautifully through a letterbox, and are popped through your door by your usual postie.
How much does delivery cost?
Our Petite boxes cost £1 and shipping is included in the advertised price. Our Grande and Super boxes shipping cost is £2.95. Your box will be expertly packed, to make sure all the contents are safe and secure.
How do I place an order?
Just hit Get Started. You’ll see the different box options. Pick what suits you and fill out your address, children’s details and payment details, then we’ll take care of the rest. You’ll get a confirmation email once your order has been processed with all the info you need to know. If you need any help with your order just call or email one of our toucanoos.
How do I pay?
You always pay per box, so there’s no trickery to stick with us for longer than you want. In your Welcome Email you’ll be told exactly when your next payment is due.
You’ll pay for your first box when you sign up, and then be charged every fortnight after your first box arrives. Charges are issued on Mondays. You’ll have seven days between payment for a box and its shipment.
Grande & Super Boxes:
You’ll pay for your first box when you sign up, and then be charged on the 15th of each month (starting from after your first box arrives). We ship these boxes during the first week of the following month, so that gives us enough time to build your order.
When will I get my first box?
As we’re a subscription company, we ship our boxes on specific dates. Because of that, there is sometimes a varying wait between your first order and your first box being delivered:
We ship our Petite boxes every fortnight. When you confirm your order you’ll be told when your box will be dispatched, and it should arrive 2-3 days afterwards. Typically, you should allow around 10 working days between your first order and your first box, but check your Welcome Email to be sure.
Grande & Super:
We ship these boxes during the first week of each month. If you’ve placed an order for one of these boxes any time between the 1st-31st, your first box will arrive during the first week of the following month.
How do I cancel my deliveries?
Just login to your account using your email address as the login and the password you chose at the time of ordering your box. Go to "Manage My Subscriptions". You'll see your active subscriptions, and the option to cancel. Just follow the steps to cancel future orders. If you've already paid for your next order, that will be the final box you receive, and no further charges will be made.
How do I change my address?
To change your address, login to your account using your email address as the login and the password you chose at the time of ordering your box. Go to "Shipping Address" where you can edit your shipping addresses.
How do I change my credit card details?
Login, then go to "Billing Information", where you can edit your payment details.
I forgot my password, can you send it to me?
How do passwords fall out of our heads so easy? Not to worry, just tap forgot password on the login page and you’ll be emailed instructions. If you don’t receive an email, then just contact us ([email protected] ).
I haven’t received my box yet, what should I do?
If you haven’t received your box after the five days after dispatch then please contact us and we will track it down for you.
Can I pause my boxes?
You can pause your upcoming boxes, and restart at a time that is convenient to you. Just tap 'Edit' on the subscription you want to make the change to, and select a restart date under 'Pause Box Subscription'.
I have items missing from my box. What shall I do?
Oh no! We do our best to ensure everything is in your box, but because they’re packed by hand sometimes materials do go wandering off. Just email us and we’ll get the problem fixed as quickly as we can.
My box is damaged. Can you help?
Every single box leaves toucanBox HQ in pristine condition, but sometimes transit can cause a bit of damage. If your box looks like it’s been dragged through the bushes, let us know and we’ll help out.
What are extra materials?
Extra materials allow you to receive a box with double the amount of materials for a “no-fight” toucanBox experience. Children will receive one box containing more materials than our standard box so everyone can enjoy the fun and create together. Our Petite boxes are a little too small to pack everything inside, so you’ll receive two boxes instead.
Can I have more than one subscription on my account?
Absolutely, but all subscriptions will go to the same address. Once you have one subscription, just login to your account to add additional subscriptions.
Can I choose what boxes I receive?
We want toucanBox to be a surprise adventure each and every time, so you can’t choose what boxes you receive. However, by completing the Child Learner Quiz we’ll find out what kind of learner your child is, and send boxes we really think they’d love.
Can I buy one-off boxes?
Sure thing. Just head over to our toucanShop. You’ll see some of our best-loved boxes, available to purchase as as one-off order.
How do I gift toucanBox?
Sending toucanBox as a gift is simple. Just tap Buy Gift, and choose the subscription that suits you best. Then we’ll send out a gift card and welcome pack (either to you or straight to the recipient) and they can redeem the gift code to start their toucanBox adventure. In a rush? Then just print off the gift card attached to your confirmation email to get started right away.
How does the share with friends scheme work?
Every time you refer a friend we give you a 50% discount off of your next box. Better yet, there's no limit to how many friends you can refer! Once you sign up you'll be able to access the scheme by logging into your account.
How do I leave feedback?
Feedback is really important to us, as we’re constantly developing new and old projects. When you sign up you’ll receive regular surveys via email, where you can leave some quick feedback. Alternatively, drop us an email. Anything you have to say is really important to us.
What else can I do to get involved?
How can I raise Money for my children's school or nursery?
We're supporting schools up and down the country to help raise money. If you'd like to be involved with a fundraising scheme for your school, nursery or playgroup, just visit our fundraising page.
Is my box recyclable?
Yes! And we really encourage you to recycle it. While we will always send new materials such as paintbrushes, paints and pencils, we always recommend giving them clean and putting them in your craft box rather than throwing them away. You’ll never know when they’ll come in handy.