FAQ's - Frequently Asked Questions
Delivery of your Gus & Bella Box
Please allow 3-5 working days for delivery after dispatch. And 3-14 working days for international orders. All boxes are shipped with Royal Mail 48, confirmed delivery service. Upon delivery, your Royal Mail tracking number will show safe delivery of your parcel, or advise whether it needs to be collected from your local post office or neighbour.
Please note, if you have pre-ordered next month's box then the planned shipping date will be stated at the time of purchase.
Important information for new subscribers:
If you subscribe on or before our cut-off date, the 28th of the month, you will receive the current month's box (subject to availability). This will be shipped within 1-2 days. You will then be charged again on the 4th of the following month, and receive next month's box as well.
However, if you subscribe after the 29th of the month you will, by default, wait for the following month's box which will be delivered between the 8th-12th of the month. Please note, in this case, you will skip the 4th renewal charge date as you'll have paid upfront for your first box that you'd still be waiting to receive.
For existing subscribers:
We aim to ship the monthly Gus & Bella Box so it arrives between 8th-12th of the month, but international orders may take up to 14 days. Once your box has been shipped you will receive a dispatch email with shipping information.
When will I be rebilled?
Please note - subscriptions will automatically renew month by month, or every other month (depending on your subscription package) until you cancel your monthly subscription or opt out of renewal.
You will be charged when you first sign up, and then on the 4th of each month.
*If you'd like to move the renewal payment date to another date we'd be happy to do that. Please just email email@example.com to request.
*See above section on 'new subscribers' for more info on how the renewal dates work when you first subscribe.
How do I cancel, modify or skip my subscription?
To cancel, log into your account here - and click ‘manage subscriptions’, then ‘cancel subscription’. Please note, those subscriptions cancelled on or after the 4th of each month (the set renewal date) will still receive their box for that given month, as payment would have been taken and your box pre-ordered. Please cancel before the 4th, or your renewal charge date, if you wish to avoid being charged and shipped a Gus & Bella Box for the upcoming month.
Alternatively you can opt to skip a month, or change the frequency of your subscription in the online portal, or directly email us at firstname.lastname@example.org
How to update my payment details in my customer account?
1. Log in to your account
2. Scroll down and click on the word 'manage subscriptions'
3. At the top of the page there is a drop down menu titled 'home'. Click on it and scroll down the list of options. The last option on the list is 'Payment Methods'. Tip - the menu isn't obviously scrollable on mobile view - so make sure you scroll down to the last option on the menu. (If you're logging in from a PC desktop the billing and payment is to the right of the top navigation bar)
4. You can input your new card details here (note you can’t delete the old ones).
5. Link the new payment details to your subscription: again in the drop down menu click 'shipping address' and click the down arrow > change payment method > select your new details
6. Your subscription will now use the new payment details
What will I get in my Gus & Bella Box?
Each box will be tailored to an adorable monthly theme. Expect 3-5 cat-themed or wellness inspired self care, lifestyle, beauty, stationary, homeware products or accessories for humans, and 3-5 treats, toys, gifts or natural food samples - for your cat.
What if I don't want one of the items in the box?
Although we’d love for everything in the box to be a brand new experience for you and your kitty, it’s difficult to achieve this with all our subscribers. We understand that you may receive items that aren’t to your taste, you already own, or you cannot give to your cat due to intolerances or preferences. As much as we try to tailor boxes and offer custom options at checkout, it is hard for us to achieve complete customisation at this stage. However, we have tried our best given our current resources and capabilities.
Please be aware that the box is more tailored for women with accessories and cat products geared towards a female audience.
First time box offers are exclusively available to new customers only. Our discount codes exist as a genuine incentive for interested customers to try our boxes and see the subscription is a good fit for themselves and their cats.
Customers who are found to be abusing our discount system will be blacklisted from future orders. And any cancellations made in the first 48 hours of ordering will be automatically refunded and the order cancelled (if the box has not already left our warehouse).
As a small business we need to protect ourselves in order to remain profitable. If you'd like to try out one of our boxes without the commitment of a subscription or if you'd like to purchase the box as a gift, then we'd encourage you to check out our One-Off Gift Boxes.
All promotions are dependent on stock levels and are subject to change at short notice. Where an advertised item is not available we will replace it with a product of equal value where necessary.
Read more about our refund and returns policy here. Please note that unfortunately we are unable to offer refunds on any international orders.
International orders. Will I have to pay import tax and VAT?
Gus & Bella Ltd are not liable for any custom charges, VAT or taxes charged to the customer as a result of ordering your box internationally. You are solely responsible for all import duties, taxes and charges that your country’s customs & imports office may impose when your order enters your country. All such fees are the buyers responsibility to pay. We cannot refund any boxes or shipping fees if you do not pay any taxes or duty to your country, resulting in your Gus & Bella Box being returned to us.
Shipping to Ireland:
Unfortunately we've had to temporarily suspend boxes shipping to Ireland due to difficulties with customs and boxes being returned. We hope to resolve this issue soon. Stay tuned.
Royal Mail Strike Delays
Please be informed that there have been a series of national Royal Mail strikes (November and December 2022) that will inevitably lead to some delays in your parcel reaching you. Royal Mail's last recommended Christmas delivery posting dates for 2nd Class Mail is 12th December and for 1st class mail, 16th December. Any delayed post that does not reach the recipient ahead of Christmas cannot be refunded since we have adhered to Royal Mail's last recommended posting dates and the situation is out of our control. Our usual 'missing parcels' date will be increased from 10 days from the expected delivery date to 26 days, before we can issue a replacement box for any missing orders and open up a claim with Royal Mail. Thank you for your patience and understanding.