Terms & conditions

Welcome to toucanBox

On this page, you’ll find the detailed Terms and Conditions of toucanBox. For help with an existing account, or for help joining toucanBox, visit our Help Center. To contact our support team, click here. You can find the specific details regarding your subscription with toucanBox including your next scheduled boxes, by logging into your account. If you would like to make changes to your account, use the following links:
View, amend, or cancel existing orders
View or amend your personal details
View or amend your payment card details
View or amend delivery address details

These terms were last updated on the 7th of May 2024.

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1. Agreement to the Terms and Conditions

1.1 The website www.toucanbox.com ("the website") is managed by Sandbox Services Distribution Limited. Sandbox Services Distribution Limited is authorised to contract on behalf of toucanBox. References to "we", "us", or "our" are references to Sandbox Services Distribution Limited. We are a company registered in England and Wales (company number 14947569), and our registered office and address for correspondence is:

toucanBox HQ
Unit 6 Heathrow International Trading Estate
Green Lane
Hounslow, Middlesex
United Kingdom

1.2 Your use of this website and purchase of any products from this website is at all times subject to these Terms and Conditions. By accessing our website you agree to our Terms and Conditions set out below. If you do not agree to these Terms and Conditions, you must exit this website immediately.

1.3 We reserve the right, from time to time, with or without notice to you, to change these Terms and Conditions at our sole discretion. The Terms and Conditions applicable to your access to and use of this website will be the version that is current and displayed on the website as at each date you access the website. Your use of the website after changes are made means that you agree to be bound by such changes.

1.4 In addition to these Terms and Conditions our Privacy Policy also applies to your use of the website and is, where relevant, incorporated by reference into these Terms and Conditions. Please also refer to our FAQs for further information.

2. Joining us

2.1 In order to purchase subscription products from the website, you must first register to set up an account with us by completing the registration form on the website.

2.2 In order to register an account you must be an individual and agree to comply with these Terms and Conditions. If you are registering on behalf of an organisation or company you must have the authority to bind that company. If you are under 18 years of age and you order goods from the website, please note that you are liable to pay for such order and are held responsible for your order.

2.3 When signing up you need to provide:

2.4 When you create an account you are given the opportunity to opt in or out of toucanBox marketing emails. If you opt in by checking the checkbox or by leaving it checked you agree to receive direct marketing offers from toucanBox using information provided during the registration process.

2.5 You warrant that all information you provide to us when registering an account is true and accurate to the best of your knowledge and belief. It is your responsibility to ensure the information in your account is updated regularly with any relevant changes.

2.6 We reserve the right to reject any discount code or credit and/or reclaim the amount of any discount or credit if we consider that it is being used in breach of these Terms or is otherwise being abused.

2.7 You are responsible for all activities and purchases that occur under your account. You must notify us immediately at help@toucanbox.com if you know of, or suspect, that anyone has obtained access to your account or if you otherwise become aware of any unauthorised use of your account or other security breaches.

2.8 Sandbox Group declares that the products covered by this contract comply with European toy safety requirements (EN17) and assumes no responsibility for the misuse of these products by the consumer.

3. Purchase of Subscription Boxes

3.1 Except for orders placed on our gift shop, when you register an account on the website you will be given a choice to signup for our monthly or 12 months Subscriptions and our 12 months Prepaid Subscription. At the end of your subscription period, your plan will be automatically renewed, maintaining the same conditions and duration applicable before expiration. Boxes in all the toucanBox Subscriptions are delivered every 4 weeks.

3.2 If you order a 12 month Prepaid Subscriptions you agree to pay the product price and delivery fees upfront. Prepaid subscriptions are non-refundable.

3.3 If you order a Prepaid Subscription that automatically renews, you agree to pay the applicable product price and delivery fees upon each automatic renewal date, until you terminate your Subscription in accordance with these Terms and Conditions. Please also note that if your Subscription includes a discounted product price for the duration of the Prepaid Subscription, once the period expires, your Subscription will automatically renew at the full Monthly Subscription product price.

3.4 No order is accepted from you until our website displays an order confirmation message. You can manage and make changes to your orders at any time in your account section. Please see our FAQs for more details.

3.5 You may submit orders online at any time after you have created an account. The website allows you to review your order and make any corrections before submitting it to us and by submitting to the order you confirm that you have made any such corrections. You are given the opportunity to review the product type (Monthly Subscription, 12 month Prepaid Subscription) and frequency of orders in your account section. You can choose specific crafts for you first delivery in the Subscription.

Discounted Offers for Subscription Boxes

3.6 From time to time, toucanBox may run marketing promotions that entitle new customers to discounts on their first box or boxes. You must have internet access and valid payment details to redeem your discounted offer.

3.7 In such cases, there is no obligation to continue past your first box, but you will need to cancel future orders before your next billing date, which can be found in your account. Your first box will ship within 4 working days of the order being placed. The exact shipment date depends on the date of registration.

3.8 Discounted introductory offers apply to one account per household. It must not be used in connection with multiple accounts created or controlled by the same person. Except where otherwise stated, discounts and credits cannot be used in conjunction with any other offers. Consequently, discount codes do not apply on 12 month Prepaid Subscriptions.

3.9 You will be charged the full price for boxes after your discounted offer. We will continue to bill you by your chosen payment method for the service until you cancel your subscription.

3.10 The offer to try your first box at a discount applies only to one child. After the shipment of your first discounted order, each additional box will be charged the standard price. You can purchase additional boxes for additional children at the standard price.

4. Payments

Subscription orders

4.1 The price of products is as quoted on the website and includes VAT.

4.2 We take payments by continuous payment authority. You will be charged as follows: Petite boxes (delivered fortnightly) and Monthly Subscription (delivered every 4 weeks), will be charged on the Monday prior to shipping date from midnight; Monthly Subscription Petite Boxes (delivered monthly) will be charged on the 1st or 15th of the month.

4.3 If your payment fails for whatever reason, you will be notified by email and we will retry the payment up to 3 times.

4.4 You agree not to hold us responsible for banking charges incurred due to payments on your account.

4.5 We reserve the right to change the fees for any services at any time. We agree to notify you at least 28 days in advance of any change in fees.

4.6 Upon registering, restarting regular deliveries, ordering one off boxes or changing card details, a £1 payment may be taken from your card in order to authorise it and prevent fraud. This payment will be immediately voided, but some banks may temporarily reflect this against your account balance.

Non-subscription orders

4.7 The prices are shown in GBP and include UK VAT but exclude delivery costs, which will be added to the total amount due.

4.8 Payment must be made through our payment gateway providers at the time of placing your order. Payment in full will be taken at this time. You will be required to submit your payment details to the relevant third party payment gateway provider and you may also be required to accept additional terms and conditions in relation to the use of that service. We cannot accept, and hereby exclude to the fullest extent permitted by applicable law, any liability arising out of or in connection with your use of such third party payment provider.

4.9 Payment is taken for all orders prior to the order being dispatched so please ensure that all details given to us are correct. We cannot accept responsibility for an order being held back as a result of incorrect or invalid payment details being given nor can we accept responsibility if incorrect address details are given and the order is sent to an incorrect address.

5. Gift Subscriptions and Prepaid Bundles

Gift Subscriptions

5.1 All our usual terms and conditions apply to Gift Subscriptions. The following terms and conditions will also apply to the purchase and redemption of Gift Subscriptions on the toucanBox website.

5.2 Gift subscriptions are neither a credit, charge or cheque guarantee card. Gift Subscriptions may only be redeemed towards the eligible Subscription product associated with that Gift Subscription.The toucanBox Gift Subscription expires 12 months after purchase after which the Gift Subscription will become invalid and no longer available for use. toucanBox Gift Subscriptions are non-refundable and cannot be replaced if lost or stolen. toucanBox Gift Subscriptions cannot be redeemed in whole or part in cash nor may they be used in conjunction with any other offer.

5.3 Purchasing a Gift Subscription does not automatically start a subscription. Gift Subscriptions ordered through our website will be delivered either by electronic means to the email address you specify or by physical means by way of a physical GiftPack with a Gift Code being delivered to your chosen recipient. It is the recipient’s responsibility to redeem the Gift Subscription by entering the gift code provided to activate a subscription. For more information on how to redeem a Gift Subscription, please refer to our FAQs.

5.4 Before ordering a Gift Subscription, make sure the recipient lives in mainland UK.

5.5 If you wish to purchase our Gift Subscriptions for an address outside the UK please get in touch with us at help@toucanbox.com.

5.6 Gift subscriptions applied to active accounts will automatically revert back to the initial subscription and associated Product Price and Delivery Fees prior to applying the gift code. If your Subscription includes a discounted Product Price for a promotional period, once the promotional period expires, your Subscription will renew at the full Product Price. As such, if you purchase a Subscription, until such time as you terminate your Subscription in accordance with the directions on this site, you hereby authorize, agree and assent to the Company automatically billing your credit card submitted as part of the order process for such amounts that are due. To cancel the subscription at the end of the Gift Subscription period, please log into your account. Subscriptions will need to be cancelled more than 24 hours before the renewal date in order to avoid a charge on your account.

5.7 If the Gift Subscription offer includes a gift pack, the gift pack will be delivered separately within 10 days after your payment has been taken.

6. Cancellation of subscription order

6.1 You can cancel your deliveries in the automatically renewing Monthly Subscription from the Manage Subscriptions page. Click on 'Edit / Upgrade / Cancel' and you'll see the option to cancel. Then, click on ‘Cancel Box Subscription’ and simply 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.

6.2 You cannot cancel your Prepaid Subscription mid-term. You can cancel the automatic renewal of the Prepaid Subscription at any time from the Manage Subscriptions page. Click on 'Edit / Upgrade / Cancel' and you'll see the option to cancel. Then, click on ‘Cancel Box Subscription’ and simply follow the steps to cancel future orders. If you've already finished your Prepaid Subscription term and paid for your next order, that will be the final box you receive and no further charges will be made. If you have not finished your Prepaid Subscription term, outstanding boxes within the Prepaid Subscription will be delivered as usual, but your subscription will not be automatically renewed.

6.3 We reserve the right to terminate or restrict your use of our service, for any reason. One reason that we may do so is if we believe that you are in breach of any obligation under these Terms and Conditions. If we terminate your use of our service as a result of a breach of any obligation under these Terms and Conditions, such termination would be immediate and may be without notice.

6.4 As all our boxes in all toucanBox Subscription types are made-to-order and personalised, they cannot be returned for any reason unless faulty.

7. Deliveries and returns

Subscription orders

7.1 Boxes are delivered through a standard sized letterbox by your local post. Proof of delivery is not obtained. Actual delivery times may vary for you depending on:

7.2 You will not hold us responsible for any delays relating to the delivery of boxes.

7.3 It is your responsibility to report all lost or undelivered boxes within 7 days after dispatch date by email to help@toucanbox.com. When a box hasn’t yet been delivered seven days after shipment day and the correct process is followed, a replacement box will be sent.

7.4 If you change address, you must update your address in your account to ensure that boxes are sent to the correct address. Please ensure this is done in time to take effect before you move as you will not be refunded for any boxes posted to the wrong location.

7.5 We reserve the right to cancel your account with us if it becomes apparent that, in our sole opinion, the postal service in your area is too unreliable.

7.6 If you are dissatisfied with any product you receive from us, please contact our customer services team on help@toucanbox.com. We retain the right to request a return of any faulty goods sent by mail to Unit 6 Heathrow International Trading Estate, Green Lane, Hounslow, Middlesex, TW4 6HB, and the product will be inspected. If the fault is agreed, a full refund will be given for the returned goods. Nothing in this section affects your legal rights.

7.7 Happiness guarantee: in the event you are not satisfied with your first toucanBox in a monthly subscription we will refund your order. This excludes P&P. Please contact our customer services team on [email protected] within 30 days of delivery.

Non-subscription orders

7.8 Non-subscription items are delivered by your local post. Proof of delivery is not obtained, unless deliveries are tracked. Actual delivery times may vary for you depending on:

7.9 You will not hold us responsible for any delays relating to the delivery of boxes.

7.10 You may return any item to us for a refund within 14 days of receipt. Refund processing will be at our discretion. The customer must complete the return form received with the order. The item must be returned in its original packaging and condition. All postage costs are the responsibility of the customer.

7.11 Full purchase price of the item(s) returned successfully within 14 days of arrival will be credited to the account that was originally used to purchase the items.

8. Website use

8.1 You agree not to upload, post, email or otherwise send or transmit any material that contains software viruses or any other computer code, files or programs designed to interrupt, harm, damage, destroy or limit the functionality of any computer software or hardware or equipment linked directly or indirectly with this website. You also agree not to interfere with the servers or networks underlying or connected to this website or our services or to violate any of the procedures, policies or regulations of networks connected to this website.

8.2 All content and programming of the website is our property. Except as may be permitted by law, notwithstanding contractual prohibition, you may not reproduce, modify, copy, decompile or reverse engineer any of the materials, software or content on the website without our written permission. Use of the website is restricted to personal, non-commercial use only.

8.3 You agree not to impersonate any other person while using this website, conduct yourself in an offensive manner while using our website, or use the website for any illegal, immoral or harmful purpose.

8.4 You may not use the website for unlawful purposes or in any way that may damage our name or reputation or that of our affiliates.

8.5 It is your responsibility to ensure your computer system meets all the necessary technical specifications to enable you to access and use the website and is compatible with the website. We may, from time to time, restrict access to certain features, parts or content of the website, or the entire website, to users who have registered with us.

8.6 You are solely responsible for maintaining the confidentiality of your account and password, for all activity that takes place on your account, and for restricting access to your computer. We will not be held liable for any loss or damage that may result from your failure to do so.

8.7 The information contained in this website is for general information purposes only. We endeavour to keep the information contained on the website (other than information provided by the Customer) up-to-date and correct, although there may be times when this is not the case. If you notice any issue with the information on the website, please contact us at help@toucanbox.com.

9. Availability of website

9.1 Although we aim to offer you the best service possible, we make no promise that our website services will be available all of the time, meet your requirements or are fault free. If a fault occurs in the service, please report it to us at help@toucanbox.com and we will correct the fault as soon as we reasonably can.

9.2 Your access to the website may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will restore the service as soon as we reasonably can. In the event that our website is unavailable, our usual order and cancellation deadlines apply; please notify us of changes to your subscription via email at help@toucanbox.com.

10. Intellectual property rights

1. Website

All intellectual property rights in or relating to the website (including our text, graphics, software, photographs and other images, videos, sound, trademarks and logos) are owned by us or our licensors. Except where you are given a non-exclusive licence to use the intellectual property rights that you need to enable you to use the website in accordance with these Terms and Conditions, you are not given any rights in respect of intellectual property rights owned by us or our licensors and you acknowledge and agree that you do not acquire any ownership of, or other rights in relation to, any such intellectual property rights by virtue of using the website.

From time to time this website may also include links to other websites that we do not control. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content, privacy policies or operation of such linked website(s), or for anything provided (or not provided) by the third parties controlling such linked websites.

If you create a link to the website and we want you to remove it, we reserve the right to ask you to do so.

11. Privacy

We collect personal information about you through your use of this website and our services. All information that we collect about you is subject to our Privacy Policy.

12. Limitations on liability

12.1 Nothing in this clause or otherwise in these Terms and Conditions shall exclude or in any way limit our liability:

12.2 None of these terms restrict any of your statutory rights. For further information about your statutory rights, contact your local authority Trading Standards Department or Citizen's Advice Bureau.

12.3 Subject to clause 12.1, in no event shall we be liable to you for any business losses. Any liability we have for losses you suffer is strictly limited to the purchase price of the relevant products and to losses that were foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us. Please note that this does not affect your statutory rights.

13. Applicable Law

Your use of this website is governed by these Terms and Conditions and construed and enforced in accordance with the laws of England and Wales. Disputes arising from your use of this website and the services we provide are subject to the non-exclusive jurisdiction of the courts of England and Wales.

14. Assignment by Us

You agree that we may assign any of our rights and/or transfer, subcontract or delegate any of our obligations under these Terms and Conditions. These Terms and Conditions are personal to you and you may not assign any of your rights or transfer, subcontract or delegate any of your obligations under these Terms and Conditions.

15. Accounts are Non-Transferable

Accounts with Sandbox Services Distribution Limited are not transferable and therefore cannot be sold or traded.

16. No Waiver

If we delay exercising or fail to exercise or enforce any right available to us under these Terms and Conditions, such delay or failure does not constitute a waiver of that right or any other rights under these Terms and Conditions.

17. Force Majeure

We will not be liable to you for any lack of performance, or the unavailability or failure, of this website or our services, or for any failure by us to comply with these Terms and Conditions, where such lack, unavailability or failure arises from any cause reasonably beyond our control.

18. Third Party Rights

Nothing in these Terms and Conditions confers on any third party any benefits under the provisions of the Contracts (Rights of Third Parties) Act 1999.

19. Contacting us

Please submit any questions you have about these Terms and Conditions or an order you have placed or ordering in general by email to help@toucanbox.com or write to us at: toucanBox HQ, Unit 6 Heathrow International Trading Estate, Green Lane, Hounslow, Middlesex, TW4 6HB.