Photobox Delivery Explained...

We take care to produce all creations as quickly and as perfectly as possible, with hundreds of products being dispatched in just 24 hours from you placing your order. We also offer a range of delivery options so you can decide if you can wait or need it in a hurry — we recommend choosing Tracked, as it’s the best way to stay informed on it’s journey. For the more complex items like premium Books, you’ll need to be a little more patient as they require that extra TLC.

Our table below is a guide to production and delivery times of our most popular products, final prices and more accurate delivery dates will be presented at checkout:

Delivery table

What is the difference between your delivery options?

Fast tracked and Express are our recommended options to get your creation delivered fast and reliably with tracking updates from the courier.

You told us that you wanted to track your creations more easily and make sure they’re delivered safely. That’s why we’ve upgraded our standard delivery service to Economy Tracked for a number of our products –  books, small canvas, posters, photo tiles and mugs. This more premium service means you can follow your creations right to your doorstep.

At the checkout, we’ll give some delivery estimates for each option to help you choose the best one for you. If you pick a tracked delivery option, you’ll be able to check in on the progress of your order.

How can I track my order?

First, make sure you’ve chosen one of our tracked delivery options. Then, log on to your Photobox account and check the ‘Where’s my order?’ page, or download the app to keep tabs on it. You should receive an email with a tracking link once your package has left our factory — this link can also be found on the ‘Where’s my order?’ page.

Tracking links may take 24-48 hours to work.

If you choose an untracked delivery option, we’ll email you once we’ve handed it over to the courier but we won’t be able to tell you where your order is once it leaves our factory.

Do you deliver internationally?

Absolutely. We deliver internationally to pretty much every country in the world! Please note that additional delivery and customs charges (if outside the EU) may apply for international orders.

Which delivery partners do you use?

We use different delivery partners to send packages, depending on which delivery option you have chosen.

  • All untracked deliveries are delivered by Royal Mail.
  • Economy tracked and Fast tracked orders are delivered by Royal Mail Tracked 48, Hermes, Amazon Shipping or DHL.
  • Express tracked orders are delivered by Royal Mail Tracked 24.

For all tracked and express orders, we’ll send you tracking links so you can get updates on where your order is.

Why are my delivery charges higher when I order multiple items?

We’ll continue to work really hard at reducing our delivery costs so you can receive your order as soon as possible. Our standard delivery ranges from £1.99 to £6.99 depending on the size of the product, and some premium products are priced higher. Sometimes we may need to send products from different factories, so we’ll ship them separately to get them to you faster — this means they may have their own delivery charge.

I still haven’t received my order. What should I do?

If there’s a delay with your order, we’ll send you a new estimated delivery date in an email as soon as it’s left the factory — which is why we recommend choosing tracked delivery so we can locate where your order is through the journey. You can keep an eye on your estimated delivery date on the ‘Where’s my order?’ page on your Photobox account.

For tracked and express orders, if there’s a delay with the courier you can also click the tracking link we send you by email for more information.

If you’ve selected gift wrapping at the checkout there may be a delay of 2-3 days to your order, we’ll continue to keep you informed over email once the product has been dispatched.

Please note – it might take us a little longer to reach rural areas. Deliveries to the Scottish Highlands, Northern Ireland, Channel Islands, and the Isle of Man can take an extra 1-2 days to arrive.


What if I am not at home when the order is delivered?

Hermes and Amazon will try to deliver 3 times or will leave your order in a safe place if they can. If they still can’t deliver your order then they’ll return it to us and we can arrange another delivery date with you. 

For untracked parcels with Royal Mail, they will try to post your order through your letterbox but if that’s not possible they’ll leave you a card for you to pick it up from your local customer service point.

If you have selected Express Tracked delivery and Royal Mail cannot deliver your parcel, the postman will leave a red 'something for you' card to collect or reschedule the delivery. Customers can select the timing and date for their parcel to be redelivered.

I just got an email saying the order has been dispatched but the courier tracking link on the email and order status page does not work or says the item is not with the courier. Has it been lost?

For tracked and express deliveries, you’ll be able to track your order once it is with the courier (this is when we activate the tracking link we sent you via email). Occasionally it may take 1-2 days for your order to reach the courier from our factories and for the tracking link to become active.

Cross-border delivery can also affect delivery times — this is when we ship from a different country, as it can take up to 2 days after leaving the factory for the tracking link to start working. We send the dispatch email when the order leaves the factory so it can take up to 48 hours for the link to be active.

I ordered two different products. The first one has arrived but the second one has not. Has it been lost?

Don’t worry, it’s not lost! If there are multiple items in your order, we sometimes need to manufacture them in different factories and ship them separately so we can get them to you as quickly as possible. We’ll always email you with an estimated delivery date for each item.

Gift wrapped Books and premium Books also require longer as these will always be produced in France and delivery takes 2-3 days longer than advertised in the basket..

Do you offer a click and collect service?

Unfortunately, we’re unable to offer a click and collect service at the moment. Check back on our website for updates as we are always looking for new ways to improve your delivery experience with us.

Will the UK leaving the EU affect my order?

The UK leaving the EU can sometimes affect our delivery times. If our products need to cross European borders, it can slow the process down (just a little). These products include our premium books, cutout cover books (except the A4 Classic), games, and most cushions. Take a look at our estimated delivery times for up-to-date information.

For customers ordering from the EU – we’ve worked closely with our carriers to avoid any VAT charges on delivery. If, for some reason, you are charged for VAT, just reach out to our Customer Services team who will be happy to help.

That aside, our delivery process is just as smooth as always, so you can be confident shopping with us wherever you are.

Covid-19

For all Coronavirus related delivery questions please visit www.photobox.co.uk/coronavirus-FAQs.

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