Frequently asked questions
What is the return policy?
We do not accept returns, as each Countdown by London box is custom-curated with care. However, if any of your items arrive damaged or defective, we’ve got you. Simply notify us within 2 weeks of delivery with photos, and we’ll happily replace the affected item to ensure your experience is flawless.
Are purchases final sale?
Yes. All purchases are final sale due to the custom-curated nature of our boxes. If an item arrives damaged, we’re happy to replace it—just notify us within 48 hours of delivery with photos.
When will I receive my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location. Each box is carefully assembled and inspected before shipping to ensure a flawless unboxing experience.
Where are your products manufactured?
We curate our items from boutique makers and luxury brands worldwide. Each piece is selected for quality, craftsmanship, and the elevated experience it brings to our countdown boxes.
How much does shipping cost?
- Free shipping on all boxes priced $350+
- $25 standard shipping on all other boxes
- $35 express shipping for faster delivery
Do you list ingredients for each product?
We include key ingredients for applicable items directly on each product page. For full ingredient lists, we also provide links to the brand’s official website whenever available.
Are your products safe for sensitive skin or allergies?
We curate high-quality items from trusted brands. However, if you have known allergies or sensitivities, we recommend reviewing the full ingredient list on the product’s brand website before use. If you need help locating it, we’re happy to assist.
Can I request substitutions for allergy or sensitivity reasons?
You can absolutely tell us in advance about allergies or sensitivities. While substitutions depend on inventory, we will do our best to accommodate.
Do you offer gift notes or personalized messages?
Yes! Each box can include a personalized message at checkout. It’s one of our favorite ways to make your gift feel even more meaningful.
Can I ship directly to the gift recipient?
Absolutely. Just enter the recipient’s address at checkout and we’ll take care of the rest—no pricing information is ever included in the box.
Can I track my shipment?
Yes. Once your box ships, you’ll receive a tracking link via email or text.
What happens if my package is lost or stolen?
We help facilitate a claim with the carrier. If you purchased shipping protection, your order will be replaced immediately.
Are your boxes reusable?
Yes — every Countdown by London box is designed to be a keepsake. Many customers use them for jewelry, accessories, desktop storage, rush keepsakes, and more.
Are your products authentic?
Yes. All branded items included in our boxes are sourced directly from the manufacturer or authorized luxury distributors.
Do you offer bulk or corporate gifting?
Yes — reach out to us to design custom corporate orders or group gifting experiences.
