Frequently asked questions

How does it work?

Sign up with ByBox and you’ll receive a unique delivery address; next time you shop online, rather than enter your home address send your delivery to the unique delivery address. Once received, we’ll forward it directly to the nearest ByBox location you have selected and we’ll text and email you a locker code. So you can pick up your delivery whenever you like.

How do I get started?

Search for your nearest ByBox location and register NOW for your free no-commitment one month free trial.

How much does it cost?

See our pricing information page.

How do I pay?

Either in advance for a set period (3, 6 or 12 months), or per package. If you choose to pay per package (pay-as-you-go) the individual payment triggers the delivery by ByBox to the local dropbox.

How is payment taken?

Payment is via WorldPay only.

Where is my nearest ByBox?

We have boxes UK wide - find your nearest ByBox.

Is there a limit to how many parcels I can receive under a subscription membership?

A ‘fair use’ policy applies to subscription usage – this averages at 100 packages per year, or pro rata for shorter subscriptions. Please refer to our terms & conditions for details.

When are packages available for collection?

Generally, the day after the package is delivered to ByBox. If we receive the item after 6pm then you’ll receive it 2 days later. If for some reason we need to change the dropbox location, we will let you know – see our terms & conditions for details.

What can’t I send?

Packages that weigh more than 15 kilograms; larger than 89cm x 51cm x 66cm; that contain prohibited, dangerous or perishable contents. Please refer to our terms & conditions and or contact us if you have a query on a specific item.

What if a package is lost or damaged?

ByBox cover up to £50 if damage/loss is ByBox’s fault. Please refer to our terms & conditions for details.

How do I complain?

Please contact our customer service team.

How long do I have to pick up a package?

Generally, until midnight on the day after ByBox leaves the package at the local dropbox.

What if I can’t get to the dropbox in time to pick up my package?

ByBox contacts you to make a second drop. If that is unsuccessful, ByBox may rearrange, or send the package via post – a charge will apply to this. Refer to our terms & conditions for full details of any uncollected/undeliverable packages.

If I’ve never used my subscription membership – what are my cancellation rights?

With subscription services – payment is in advance for the subscription period, and a limited refund may be offered if the customer wishes to cancel within these periods – this is distinct from the initial cancellation right. Please refer to our terms & conditions for more details.

How do I order?

Register with ByBox today and you’ll get a month free using the service. No binding contract is formed until ByBox accepts payment for the service.

Can I only receive deliveries from the United Kingdom?

No – we will accept international parcels on your behalf and forward them to your ByBox – but we won’t pay any import duties or any other taxes due!

Can I only receive deliveries in the United Kingdom?

Yes.

Can I use it to post items?

Not at the moment but you will be able to soon! We’ll let you know when.

Can I use it to send parcels to other myByBox customers?

Yes – contact us to find out more.

Do I get my own box?

No. You use one of our network of shared boxes - but you only use it when you need it for a delivery.

Do I need a key or do I get a code?

You'll get a new 6-digit code for each delivery. You can also use a PIN code to increase the security of your collection.