What sizes should I buy?

Our online size guides can be used to determine your correct size. You can find a size guide on each product page, just above the size selector bar. If you have any questions just reach out to us at contact@boxraw.com.

Can I cancel/edit my order?

Yes! You have 30 minutes after placing your order to make changes using the self-service link in your order confirmation email. You can update your shipping address, add or remove products, or cancel your order.

After 30 minutes, your order can no longer be edited or cancelled due to high order volumes during the Black Friday Sale. If you need a different size, colour or product after this window, you can place a new order and return any unwanted items in line with our returns policy.

Please note that our Customer Service team cannot make changes or cancel orders once the 30-minute window has passed.

How long will shipping take?

We’ve put additional measures in place to help manage the high volume of orders during the Black Friday Sale. However, due to increased demand, dispatch may be delayed by up to 7 working days. 

If you’ve selected Express Delivery, your order will arrive within 1–3 working days from dispatch. Please note that this timeframe begins once your order has been dispatched, not when your order is placed. 

Once you receive your shipping confirmation email, please allow up to 24 hours for your tracking information to update.

Will you be restocking items during the Black Friday Sale?

No, we will not be restocking any items during the Black Friday Sale. Our bestsellers will be restocked before the sale starts, so add anything you want to your wishlist now. Once a product sells out, it will remain unavailable until after the sale has ended. We recommend signing up for back-in-stock notifications on the product page or subscribing to our newsletter to be the first to know when your favourite items return.

Why is my tracking not updating or showing a delay?

During the BOXRAW Black Friday Sale, high order volumes may affect dispatch times, tracking updates and delivery times. After receiving your shipping confirmation email, please allow some time for your tracking to become active. Tracking updates may take longer than usual during peak periods, particularly while your parcel is awaiting its first scan by the courier. 

If your tracking hasn't updated after a few working days, please contact our Customer Service team so we can look into this for you. 

We're monitoring fulfilment and delivery performance closely and working with our warehouse and courier partners to minimise delays wherever possible.

I can’t find my order / It’s not showing under my account / I didn’t receive a confirmation email. What should I do?

This usually happens when the email used to place the order is different from the one you’re checking or contacting us with. Common examples include:

• You used Apple Pay, PayPal, or Shop Pay, which may be linked to a different email address.
• You checked out as a guest instead of logging into your account.
• You accidentally typed a typo in your email address at checkout.

Here’s what you can do:

1. Check your other email inboxes, especially those linked to your payment methods (e.g., Apple ID, PayPal email).
2. Search your inbox for our store name or “BOXRAW Order”, sometimes it’s in your Spam or Junk folder. 
3. If you still can’t find it, contact us and provide the following details to help us locate your order:

   • Full name used for the order
   • Shipping address
   • Payment method used 
   • Order date or screenshot of the payment confirmation (if available)

Can I still make returns?

Yes, we’ve extended our returns window for the holiday season.

Orders placed between November 1st and December 31st can be returned until January 31st. 

You can find out how to make returns here.

Will discounts increase as the sale progresses?

Our Black Friday discounts are set in advance and won't increase later in the sale. Stock is limited, and once an item sells out, it may not be restocked during the sale. We recommend shopping early to secure your favourite products at their available sale prices.

What buy now, pay later options are available?

Klarna and Clearpay will continue to be available as a payment option in the UK. 

Afterpay can be used by those living in the US, and Sezzle is available for use in Canada. 

Klarna is available for some of our EU customers as well as other buy now, pay later services depending on your location.

For more information on what buy now pay later services are available, click here.

Can I use my Black Card points during the Black Friday Sale?

No. Black Card points are redeemable on full price items only. However, Black Card members can continue to earn points on purchases made during the sale.

Can I use my Student Beans, Am/Pro, Youth, NHS or other discounts during the sale?

No. All discounts are disabled for the duration of the sale. Black Card members can continue to earn points on purchases made during the sale.

Will any products not be on sale?

Most products will be included in the BOXRAW Black Friday Sale; however, some select lines have been excluded.