Frequently Asked Questions
Here are some common questions and answers. If you cant find an answer here or have any other questions please don’t hesitate to contact at [email protected]
Where is my subscription box?
Your box will be dispatched to you from the 18th of the month following your first order (sometimes earlier), and monthly after that. If it hasn’t arrived by the 22nd, first check the tracking number on the email you were sent (check you spam or junk folder for the email), or email us at [email protected] and we will sort it out for you.
Where is my brewery-direct box?
For brewery-direct boxes (not monthly subscriptions), allow up to 2-5 days for delivery.
If you still haven’t received it, please email us at [email protected] and we will sort it out for you.
How soon will the first subscription box be sent out after I place my order?
Your first Craft Box Direct subscription box will be dispatched to you from the 18th of the month following your order (sometimes earlier). You will then receive subsequent deliveries every month around this same time while your subscription is active.
Can I buy a subscription as a gift?
Yes, you most certainly can. You can either buy a monthly subscription for that person and you will get billed each month, or you can buy a set number of months from our gifting page (or a voucher).
When buying for someone else you can either put your own details in the billing section and their details in the shipping section if you want to keep it a secret or put their details in both the billing and shipping as well as use their email address for the account if you don’t mind them seeing what you have setup for them. The Giftee can add their credit card details at a later stage if they would like to purchase anything further.
How often will I receive the Craft Box Direct subscription box and when will I be billed?
You will receive a subscription box each month and it will be dispatched to you from the 17th of the month following your order (sometimes earlier). Following the first order the billing will be set to the 20th of the month prior to that month’s box getting dispatched.
Can I change the address for the next Craft Box Direct subscription box?
Absolutely! Log into your account here. You will need to change your address in the Address area as well as Subscription area.
- Under My Account click Addresses – then Edit. Fill out the details for both billing and shipping address and make sure you click Save.
- Under My Account, click Subscriptions. Then View on each active subscription you want to change address for.
- Then Edit Address and make changes and make sure you click Save.
Please note that the address change must be amended 3 days before the next billing cycle (20th of the month) for us to send your next box to the updated address. If you want to confirm your changes or change your address after the 20th of the month please email us here: [email protected]
How do I order an extra subscription?
Simply login to your account here, and add the monthly subscription box you want to your cart and checkout with payment.
Is there a minimum number of months I have to be subscribed for?
Not at all. You can pause and resume your monthly subscription any time you like. You control everything from inside your account here.
How do I pause or resume my subscription?
You can pause or resume your subscription any time by logging in to your account here.
Subscription payments are made one month in advance. So first check your payment due date by clicking View on the active subscription and looking at the date under the Payment Due heading.
- To pause your subscription, click on Subscriptions, then View on the active subscription you want to pause, then click Pause Subscription. Payments will be paused. If a payment has already gone out that month, you will still receive next months box.
- To resume your subscription, click on Resume Subscription. Your payments will resume from your next Payment Due date, and you will receive a Box the following month. If you missed the date for next months box, please email us here: [email protected] and we will try and get one to you.
What happens if my payment fails?
Every month our secure web server will attempt to debit the payment details linked to your Craft Box subscription. If there are insufficient funds on your credit card or the card details have changed then the payment will fail.
We will make contact with you to let there is an issue and help you sort it out in case you have missed the automated email regarding this. Following this if payment is not received the order will change to suspended before the subscription is cancelled the month following.
How do I update my payment details?
You can edit your credit card details here – You must set the new details to default for them to be used.
Note that credit card detail changes need to be made before the 20th of the month to ensure that the following month’s box gets paid for.
Can’t find what you’re looking for or have another question?
Please contact us [email protected]