Shipping

DELIVERY

Your first box (trial box) will be dispatched to the address provided to us within 2 working days of the placement of your order. Subsequent boxes will be charged every 28 days and dispatched on the next working day. 

An email confirming each despatch will be sent to the email address provided at checkout. Delivery is completed when the products arrive at the address provided to us. 

You can change your despatch day at any time by logging into your account. If you change your despatch day during the course of the month after we have taken payment, the change to the despatch date will only take effect from the following month.

ISSUES WITH DELIVERY

Delays.

While we aim to deliver your products within the estimated timeframes, unforeseen circumstances involving manufacturers or delivery partners may occasionally cause delays. If an event beyond our control affects the delivery of your goods, we will inform you promptly and work to reduce the delay's impact. Should you choose not to wait for the delayed items, you can cancel your order by contacting us at help@fuzzball.club. A refund will be provided for any products you have paid for but not received.

Missing Orders.

If your order has not arrived within seven working days after receiving your despatch confirmation and no delays have been communicated, please reach out to us at help@fuzzball.club. Include your order number, email address, and full name. We will look into the issue and, if appropriate, arrange for a replacement or a refund for that month's order. Please note that we track reports of missing items and may terminate accounts if fraudulent activity is suspected.

Damaged Items.

If your order arrives damaged, contact our Customer Services team at help@fuzzball.club as soon as possible. Please retain the original packaging, as we may request it or ask for photographs of the damaged items and parcel for review.

Delivery Issues.

If no one is available to accept your delivery, our delivery partner will leave a note explaining the next steps, including re-delivery options. They may also reach out to schedule a more convenient delivery time. To avoid issues, please ensure the delivery address you provide is correct. If goods are returned to us due to unsuccessful delivery attempts, additional charges may apply for re-delivery.