Frequently Asked Questions
I forgot my customer portal password? As long as you have access to your inbox, you can reset your password via the 'forgot my password' link on the login page.
Where is my parcel? Packages are dispatched within 5 business days of your payment being processed. For flexi-pay customers, this means when all your current box payments have been received. When your box is dispatched you will be sent a confirmation email with tracking information. To redirect your current box, please use the information in your tracking email to follow the prompts to have your current box redirected. Please note that freight is taking a little longer at the moment so please be patient with the team and if for any reason your tracking data is showing delivered but you do not have your box, please get in touch with our customer service team to locate your box.
How do I cancel my subscription? You can login to skip an instalment if you want to cancel next months box, or you choose to cancel your subscription all together. Navigate to the subscription page within the customer portal and click on 'cancel' next to your payment plan.
How do I change my payment date? If your payment is unsuccessful, our system will reattempt payment the following day, you can login to the customer portal to skip an instalment, or if you would like to reschedule your payment date email firstname.lastname@example.org with the date you would like it moved to and we can help with that.
How can I re-subscribe? Login to our customer portal and select Subscriptions, then Browse Plans, or Select Browse in the main navigation. It is easy to reactivate your subscription at any time.
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