Frequently asked questions

Here are some common questions and answers about Authentic House and our service. If you don't find what you're looking for here, get in touch here.

What do you need help with?

Box subscriptions

What is included in my box?

 

Inside your box, you'll find 3-4, 4-5, 6-7 or 8-9 products depending on what size box you've subscribed to. As a rule, we always send practical and useful items that you probably would buy anyway. We will adapt what we send based on your personalisation preferences, if you choose to set those. Products are sourced from ethical brands in the UK and sometimes from abroad. 

Are your boxes good value?

For each box we plan, we aim to give you at least the value of the cost of your box, and more than that if we can. Our aim is to be the best value way to discover and receive regular eco-friendly products.

All our products are made ethically by people who are paid fairly. We spend the majority of the price of your box on sourcing products for you and, while ethical products may cost more, more of that money goes into the quality of the product and the sustainability of how it is made. This means we can provide you with great quality products, at a great value, but we can't say a box is worth an inflated amount more than its cost.

Is the box vegan friendly?

Yes. We only send vegan products in our subscription boxes.

Our online shop isn't completely vegan as some products contain beeswax - we leave that up to personal choice.

How does personalisation work?

 

Personalisation gives you the chance to tell us what products you would love to receive and what not to send you. This informs our choices, but doesn't set in stone what you'll get - we like to keep it a surprise and also send you products you might like to try. When you subscribe, you'll be given the option to personalise your box and you can update those choices anytime. 

 

For every month you’re subscribed, we also note down what you’ve received already. We’ll make sure you’re replenished with the consumable products you need and, for reusable products that last years, we’ll send it to you just the once.

How will I know what products are inside my box?

 

Each month, around the time when your box is due to arrive, we'll send you an email explaining what your products are, how they can help you protect the planet and who made them. While we used to send inserts inside the boxes, we made this switch to save paper and energy.

 

If you've received your box, but haven't received the box contents email, let me know here.

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When will I be billed?

 

When you sign up, we'll take a payment which will allow us to send you your first box. This usually takes 5 days to come through as we use direct debit.

After that, you will be billed every 1, 2, or 3 months depending on the subscription you chose. The billing date for renewals is the 28th of the month.

Are my billing details safe?

Yes. We never see your card details. Instead, we partner with GoCardless and Stripe to handle your transactions. This means you get military grade encryption of your details and a Direct Debit Guarantee, giving you an instant refund if anything goes wrong with a transaction.

How do my boxes support conservation?

For every small, medium or large box we send in the UK, we donate 20p, 30p or 50p to Trees for Cities. The idea behind this was to help repair damage to our planet, even as we make changes to protect it. The amount we are able to donate each month is based on the number of boxes we send.

​I live outside the UK. Can I still subscribe?

Yes if you live in Europe. To cover international postage costs, we charge an extra £5 per box we send. Find European subscriptions here.

We don't yet offer monthly subscriptions outside of Europe.  Our shop and gift boxes are available internationally though and an option if you aren't able to subscribe.

I think my box has gone missing in the post. What should I do?

Send me an email at alice@authentichouse.co.uk and I'll look into it for you.

Do you provide tracking numbers?

 

We can provide tracking numbers for any order sent in the UK - please ask if you need yours.

International orders are posted untracked.

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When will I know my box is on its way?

 

Our boxes ship on or around the 4th of every month. Please order by the 4th to reserve your first box, while stocks last.

We will send you an email to tell you when the box is in the post.

Can I put my subscription on pause for a while?

 

Of course. Just send me an email at alice@authentichouse.co.uk and I can delay your next box till a future month. If you're thinking of pausing your subscription for a long time, it may be easier to simply cancel your account and set it up again when you're ready.

What happens if I miss my parcel delivery?

If your parcel hasn't arrived within 7 working days, look out for a 'missed delivery' note from your postman. If you can't find this, let us know and we'll help you track it.

If your parcel gets sent back to us, we'll let you know. As a small business, we'll need to ask you for an extra £3.00 contribution to pay costs for extra postage. If we don't hear from you within two weeks, we'll refund your returned box to you minus a £4.00 postage and packaging charge.

Can I have a refund?

The contents of your box are intended as a surprise, which means we can't offer a refund unless the items inside are damaged. If that's the case, send me an email at alice@authentichouse.co.uk.

How do I cancel my subscription?

If you'd like to cancel your subscription, send me an email at alice@authentichouse.co.uk or log into your account and cancel from there.

 

Gift subscriptions

For basic information on subscriptions, check out the questions above. The information below is specific to gift subscriptions.

What is a gift subscription?

 

Our gift subscriptions can be sent from you to another person in the UK or the EU. The first box comes wrapped in reusable fabric and ribbon with a paper tag where we can handwrite your message. Gift subscriptions last for a fixed period - either 1 month, 3 months or 6 months. After that, they automatically cancel.

How will I be billed?

 

You'll be billed just once at the time when you set up the gift subscription. If you chose the direct debit option for your subscription, the payment will take 5 days to complete. If you chose to pay by card, the payment will be taken on the day.

How do I add a personal message?

Once you've completed the subscription process, you'll be sent to a page on our website asking for your personal message. Feel free to add this in here. Alternately, email me at alice@authentichouse.co.uk with your message.

Can my gift subscription start on a specific date?

 

Our boxes ship on or around the 4th of every month. Please order by the 4th to reserve their first box, while stocks last.

If you’d like a digital gift certificate to give to your recipient beforehand, we can send you one of these.

If you'd like to start your subscription in a particular month, we'll do our best to accommodate this. Just send me an email at alice@authentichouse.co.uk.

Why do I need to give you the email address of the person receiving the gift subscription?

 

To set up a gift subscription we need the email address of the recipient for three reasons:

1. To let them know their box is in the post each month, so they can look out for it. This helps prevent boxes getting lost in the post.

2. To send them information on the contents of their box. We send this by email to save paper.

3. If it's a 3 month of 6 month subscription, to allow them to personalise their box (see below).

We won't use their email address for marketing.

Can gift subscriptions be personalised?

 

Yes, if you've signed up for a 3 month or 6 month gift subscription.

 

On signing up, you'll have been asked to send us the address of the gift recipient. When they receive their first box, this is accompanied by an email with information on the contents inside. At the bottom of this email, will  be a link to personalise their next box. They do this by selecting the products they would love, and not want, to receive.

 

 

How will I know when the subscription boxes are in the post?

When you sign up, I'll send you an email confirming when the first box will be sent. You'll have been asked to give the email address of the box recipient on signing up, and they'll get an email each month letting them know when their box is in the post. We find this the best option to ensure they can look out for their parcels.

What happens if my recipient misses their parcel delivery?

If your parcel hasn't arrived within 7 working days, let us know and we'll help you track it.

If your parcel gets sent back to us, we'll let you know. As a small business, we'll need to ask you for an extra £3.00 contribution to pay costs for extra postage. If we don't hear from you within two weeks, we'll refund your returned box to you minus a £4.00 postage and packaging charge.

 

Gift boxes

When will my gift parcel arrive?

Gift parcels usually take 1-2 days to be packed and can be posted 1st or 2nd class in the UK. This may take a little longer internationally. We'll let you know as soon as it's in the post and provide a tracking number for UK orders.

Can my parcel be sent on a specific date?

If you'd like us to aim for a specific date, we can delay posting your parcel, but can't guarantee it'll arrive on the day. If you'd like Next Day delivery to ensure this, we can arrange it, but this will cost a little more. In both instances send me an email at alice@authentichouse.co.uk to arrange.

How does my gift parcel support conservation?

For every gift parcel we send in the UK, we donate 50p to a conservation charity, voted on by our subscribers each July. The idea behind this was to help repair damage to our planet, even as we make changes to protect it. The charity must work to protect life on land or life in water.

Can I get a refund?

 

We hope you enjoy your order and, if that isn't the case, we'll refund any items returned within 30 days of purchase as long as the original packaging is undamaged. Just send us an email at alice@authentichouse.co.uk to let us know.

  • If the item is damaged in the post, we must be notified within 24 hours of receipt.

  • Unless the item was damaged, the initial cost of shipping will be deducted from your refund. You will need to cover postage to send the item back to us.

  • We recommend you obtain proof of postage when returning items.

  • Refunds will be given within 5 days of receipt of your order.

  • We can't offer refunds on purchases returned more than 30 days after you receive them.

What happens if I or my recipient misses their parcel delivery?

If your parcel hasn't arrived within 7 working days, let us know and we'll help you track it.

If your parcel gets sent back to us, we'll let you know. As a small business, we'll need to ask you for an extra £3.00 contribution to pay costs for extra postage. If we don't hear from you within two weeks, we'll refund your returned box to you minus a £4.00 postage and packaging charge.

 

Shop

When will my box arrive?

Gift parcels usually take 1-2 days to be packed and can be posted 1st or 2nd class in the UK. This may take a little longer internationally. We'll let you know as soon as it's in the post and provide a tracking number for UK orders.

Can my parcel be sent on a specific date?

if you'd like us to aim for a specific date, we can delay posting your parcel, but can't guarantee it'll arrive on the day. If you'd like Next Day delivery to ensure this, we can arrange it, but this will cost a little more. In both instances send me an email at alice@authentichouse.co.uk to arrange.

This is a gift. Can I add a personal message?

Our boxes look great as gifts and you can add a personal message for free. When completing your order, you'll find a space for 'order notes'. Feel free to add in a message here and we'll add a handwritten message to your parcel. If you missed this, just send me an email at alice@authentichouse.co.uk with your message.

Can I get a refund?

 

We hope you enjoy your order and, if that isn't the case, we'll refund any items returned within 30 days of purchase as long as the original packaging is undamaged. Just send us an email at alice@authentichouse.co.uk to let us know.

  • If the item is damaged in the post, we must be notified within 24 hours of receipt.

  • Unless the item was damaged, the initial cost of shipping will be deducted from your refund. You will need to cover postage to send the item back to us.

  • We recommend you obtain proof of postage when returning items.

  • Refunds will be given within 5 days of receipt of your order.

  • We can't offer refunds on purchases returned more than 30 days after you receive them.

What happens if I or my recipient misses parcel delivery?

If your parcel hasn't arrived within 7 working days, let us know and we'll help you track it.

If your parcel gets sent back to us, we'll let you know. As a small business, we'll need to ask you for an extra £3.00 contribution to pay costs for extra postage. If we don't hear from you within two weeks, we'll refund your returned box to you minus a £4.00 postage and packaging charge.