FREQUENTLY ASKED QUESTIONS
ABOUT US
WHO RUNS THE BUSINESS?
WHERE IS YOUR COMPANY BASED?
We are a North East Company, based in Newcastle upon Tyne. Our postal address is:
Magicbox
Unit 3, Strand House
Locomotion Way
Caperdown Industrial Estate
Newcastle Upon Tyne
NE12 5US
DO YOU HAVE A RETAIL STORE?
Magicbox
Unit 3, Strand House
Locomotion Way
Caperdown Industrial Estate
Newcastle Upon Tyne
NE12 5US
DO YOU HAVE A CATALOGUE?
DO YOU WHOLESALE GOODS?
CONTACT US
CAN I CONTACT YOU OVER THE PHONE?
Yes, please call us on +44 (0)191 908 3252 any time between 10 am – 4 pm, Monday – Thursday or 10am – 2pm on Saturday.
WHAT EMAIL ADDRESS SHOULD I USE TO CONTACT YOU?
WHAT IS YOUR POSTAL ADDRESS?
Magicbox
Unit 3, Strand House
Locomotion Way
Caperdown Industrial Estate
Newcastle Upon Tyne
NE12 5US
SHIPPING/DELIVERY
HOW LONG DOES DELIVERY TAKE?
We guarantee that item(s) ordered before 3pm on weekdays will be dispatched the same day if the item is in store. If you place your order upon a weekend, then your goods will be dispatched on the next available working day.
There are two shipping methods available:
NEXT DAY – This is a guaranteed next working day delivery service
NORMAL SHIPPING – We use various shipping companies and methods but generally use Royal Mail. Although Royal state that delivery can take anything up to ten working days; we generally find these orders are received within 1-2 working days
International orders generally take 5-7 days though we can express the order for an additional charge. Please e-mail us at [email protected] for further details.
Disclaimer: In the exceptionally rare case that your next day delivery has been delayed though no fault of our own Magicbox may refund the delivery charges depending on the circumstances. This decision is at the discretion of the management. Due to the fact that even though these services state next day, Magicbox do not guarantee this fact, since the guarantee is held by the shipping company and the actual delivery of this item is out of our hands once it has left the warehouse.
HOW MUCH IS DELIVERY?
We offer free delivery on all orders over £50. This applies to UK mainland orders only. Orders under £50 are charged at £3.00 for standard shipping or £6.00 for a guaranteed next working day service if placed before 3pm. The postage for International orders is automatically calculated on line and varies depending on the size and weight of the items ordered. Simply add the item(s) to your basket proceed to the checkout and select your country. If the shipping is LESS than the amount paid we will refund the difference. Or feel free to e-mail us at [email protected]
CAN I TRACK MY ITEM?
You will receive a tracking number in your email saying your order has been shipped (Please note not all orders are sent tracked). You can also find this tracking number in your account. If you would like any help with this please contact us.
HOW DO I KNOW IF MY ITEM HAS BEEN DISPATCHED?
CAN I COLLECT MY ITEM FROM YOUR STORE?
WHAT COURIER DO YOU USE FOR DELIVERIES?
We use various couriers and shipping methods but generally use Royal Mail to send most orders
CAN SOMEONE ELSE SIGN FOR MY DELIVERY?
CAN I CHANGE THE DELIVERY ADDRESS?
DO YOU DELIVER TO BFPO ADDRESSES?
DO YOU DELIVER TO MY COUNTRY?
WHAT IF I'M NOT HOME WHEN IT'S DELIVERED?
PAYMENTS
IS IT SAFE TO ORDER ON YOUR WEBSITE?
WHICH CREDIT CARDS DO YOU ACCEPT?
CAN I USE A DIFFERENT PAYMENT METHOD?
DO YOU ACCEPT GIFT VOUCHERS?
WHEN WILL MY CARD BE CHARGED FOR MY ORDER?
PRODUCTS
IS THE PRODUCT GENUINE?
WILL YOU BE GETTING MORE?
CAN I GET MORE INFORMATION ON A PRODUCT?
THE ITEM I BOUGHT IS NOW IN SALE, CAN I GET THE DIFFERENCE REFUNDED?
I CAN’T FIND THE PRODUCT I’M LOOKING FOR?
YOUR ORDER
I'M NEW, HOW DO I ORDER?
HOW DO I CHECK IF AN ITEM IS IN STOCK?
At Magicbox we endeavour to keep our stock levels as up to date as possible however, due to the high rate of sales in-store as well as online there may be some discrepancies. We will try to inform you as soon as possible via email if a product is out of stock, however if you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on +44 (0)191 908 3252.
HOW DO I KNOW IF MY ORDER WAS SUCCESSFUL?
CAN I CHANGE/CANCEL MY ORDER?
CAN I USE MY PROMOTIONAL CODE MORE THAN ONCE?
WHERE IS MY ORDER?
YOU HAVEN'T REPLIED TO MY QUERY?
MY ORDER CONTAINS A FAULTY ITEM
YOU HAVE SENT ME THE WRONG ITEM
CAN YOU CONFIRM YOU HAVE RECEIVED MY RETURN?
PART OF MY ORDER IS MISSING?
RETURNS
HOW DO I RETURN AN ITEM?
If you wish to return any item, please contact us at [email protected] or call us on +44(0)191 908 3252 with your enquiry.
WHAT IS YOUR RETURNS POLICY?
Due to the secretive nature of magic please consider the suitability of a product prior to purchasing. If you are in any doubt, or would like further details on any of our products then please do not hesitate to contact us at [email protected] or call us on +44(0)191 9083252 with your enquiry.
If you are not fully happy with the goods you have received, please contact us via phone or e-mail within 14 days of receipt to discuss your return. We will only accept returns on items which have been authorised by Magicbox via phone or e-mail using the contact details listed above.
Custom made products can not be returned for exchange or refunds. Please contact us regarding any issues you may have.
Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging (unless the items are defective or were received in error). We are not able to refund or exchange items that appear to have been used, or are not in original resalable condition. This does not affect and is in addition to your statutory rights as a consumer. Please make sure all returned items are well packaged, as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit.
HOW LONG DOES IT TAKE TO PROCESS RETURNS?
HOW LONG WILL IT BE BEFORE I GET A REFUND?
HOW LONG WILL IT BE BEFORE I GET AN EXCHANGE?
WHO PAYS FOR RETURN POSTAGE?
Should you be returning a faulty product or an item which was sent in error then we will refund you the return postage costs and will also cover the costs for sending the replacement item(s) to you.
CAN YOU CONFIRM YOU HAVE RECEIVED MY RETURN?
WHY HAVE YOU NOT REFUNDED THE DELIVERY CHARGE?
YOU HAVE REFUNDED ME THE WRONG AMOUNT
PRICE PROMISE
- We can only match the prices of products which are identical.
- This offer does not include matching prices on Postage & Packing.
- In order to calculate the price match amount, we will compare the price of our item including shipping, to that of our competitor and their inclusive shipping costs.
- We will only match the price of products which can be found on a UK web site, owned and operated by a reputable UK magic dealer.
- Special offer items are exempt from the MAGICBOX PRICE PROMISE.
- Offer applies only to items that are in stock and are available for delivery straight away.
- This offer only applies where the price match item is no more than 40% cheaper than the identical item listed on our site.