FAQ
ABOUT THEBOX
What is The Box?
The Box offers exclusive access to premium and luxuary brands - online and in-store. We curate a calender of sales, all available to our community.
How is The Box different from other fashion platforms?
The Box is a premium, members-only experience designed to make shopping feel more personal and curated. We work with a carefully selected lineup of contemporary and luxury brands across fashion, homewares, and lifestyle - offering exceptional value in a comfortable environment.
Big brands. Dedicated team. Great finds.
Who curates the collections?
Our expert team works closely with leading brands to ensure we have the best offering for our customers. We focus on quality, style, and value - setting us apart from typical UK fashion outlets.
MEMBERSHIP & ACCESS
How does membership work?
Becoming a member unlocks access to our sales. Membership is free and you can apply directly on our website.
As a member, every £1 spent is rewarded with 1 point. The more points you have, the more perks there are. We have 3 tiers - Member, Premium and VIP - organised by point thresholds.
Why is The Box members-only?
We believe in offering a refined and tailored shopping experience. Membership allows us to maintain high standards of personalisation, product curation, and service.
How can I become a member?
Just click “Become a Member” in our website header. Once you create an account, you’ll automatically join our members’ community — it’s simple and totally free.
How has my current membership status been calculated?
When we launched our membership scheme, we rewarded points retroactively for purchases made in-store during the 12 months prior to launch, as long as you provided your email address at the till.
These points determined your starting tier in the membership program.
When do my loyalty points expire, and how does it affect my membership tier?
A: Loyalty points are valid for 12 months from the date they are earned, and our membership system works on a rolling 12-month basis.
How it works:
When you reach a new tier (Premium or VIP), a 12-month countdown starts.
You need to earn the same number of points again within that 12-month window to keep your tier.
If you don’t meet the required points, your membership will be downgraded to the tier that matches the number of points you did earn.
Tier Requirements:
Tier Points Required (in any 12-month period)
Basic 0 (everyone starts here)
Premium 1,500 points
VIP 3,000 points
Example:
You reach Premium status on March 1, 2025 by earning 1,500 points.
From March 1, 2025 to February 28, 2026, you need to earn another 1,500 points to stay Premium.
If you earn only 1,000 points in that period, on March 1, 2026, your status will change to Basic (since 1,000 points doesn’t meet the Premium threshold).
If you earn 2,000 points, you will still remain Premium.
If you earn 3,000+ points, you’ll be upgraded to VIP, and a new 12-month period will start from that upgrade date.
How do I earn birthday points?
Once you've signed up to our Membership scheme, head to the Membership page and enter your date of birth in the Ways To Earn section. 100 points are awarded once a year on your birthday.
SHOPPING & PRODUCTS
What kind of products can I find at The Box?
We work with over 100 brands across fashion, homewares and lifestyle - so the products on offer change weekly depending on which brand we're hosting a sale with. You can find pieces from recent seasons, one-off samples, archive items and exclusive collaborations - always curated, always changing.
Are the products authentic?
Yes - 100%. We work directly with top brands to ensure every item is genuine, offering peace of mind and quality assurance.
How often is new stock added?
We replenish the stock at our in-store sales continuously, until stocks last. Our team are always working hard to maintain a strong offering for our customers.
Do I need to show anything when I arrive at the store?
Yes, please download your membership pass via the Account dashboard on our website. When you log in, head to the profile icon in the top right hand corner which will take you to the "My Account" page. Here you will see the option to download your membership pass. Please add this pass to your phone's wallet so you can present this at the door when you arrive. We will scan the QR code to check you in.
Do you offer shopping options for customers who can't visit the store in person?
Yes! We offer a personal shopping service for Priority and VIP members who can't make it to our store. These members will be added to a dedicated WhatsApp group, where we'll post updates whenever the personal shopping service is available on a given sale day. We'll share items currently available to purchase, and if you see something you like, you can message us directly on WhatsApp to place an order. Payment is made via bank transfer.
Please note that all items purchased through our personal shopping service are final sale - we are unable to offer exchanges or refunds on these items.
When will I be invited to previews or private sales?
If you are part of our VIP tier, you will receive email invites to preview evenings or private sales, as and when we are hosting them. Please note that previews won't be available for every sale.
Do I need to book a ticket to attend sales?
Tickets are released on the first day of sales and can be booked once you've logged into your account and access the event page. Walk-ins are also welcome on the first day, though wait times may vary. We post queue updates on our Instagram stories and have measures in place to minimise delays. All other sale days have no ticket system and are for walk-ins only.
Anyone visiting us in store will need to be a member. We will check you in upon arrival so please make sure you have signed up to our free membership scheme prior to visiting.
How can I access the online sales?
Our online sales are exclusive to our members, so please make sure you've signed up to our free program. Once live, logged-in members can access the sale by visiting the sale page and clicking through to view the products. Online sales are flash events lasting around 2 days.
Where do you ship to?
We currently ship to UK addresses only but plan to expand to other regions soon.
Will I be notified when my order has been dispatched?
Yes, you will receive an email with tracking information once your order has been shipped.
Can I receive a refund for the different in price if an item becomes cheaper during a sale?
Due to the nature of sample sales, we reserve the right to change prices of products or apply further discounts during a sale. Unfortunately, we cannot offer a refund for any price differences in this case.
Can I change or cancel my order once it's been placed?
As our brand partners work very quickly to process orders, we are unable to make changes once it's been placed.