FREQUENTLY ASKED QUESTIONS
ABOUT US
WHO RUNS THE BUSINESS?
Magicbox was founded by Clive and Carole Richardson. Presently our partners in the business are:
Gillian Stephenson
Graeme Shaw
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?
Yes, we have a retail store in Newcastle Upon Tyne.
Magicbox
Unit 3, Strand House
Locomotion Way
Caperdown Industrial Estate
Newcastle Upon Tyne
NE12 5US
DO YOU HAVE A CATALOGUE?
We do not currently produce a catalogue, as both our products and stock levels change on a weekly basis. Our current product range is displayed on this site.
DO YOU WHOLESALE GOODS?
All of the products manufactured by Magicbox are available for wholesale. Click to view our entire range of wholesale items. Please e-mail us at [email protected] for further details.
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?
[email protected] is the contact to use. This address is dedicated to queries regarding orders and purchases and will allow us to answer your questions as quickly as possible. We aim to answer all emails within 24hrs.
WHAT IS YOUR POSTAL ADDRESS?
Our postal address is:
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 2pm on weekdays will be dispatched the same day. 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:
UK Mail – This is a guaranteed next working day delivery service
Royal Mail 1st Class Recorded Delivery – Although Royal Mail 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 Royal Mail First Class or £5.00 for a guaranteed next working day service if placed before 2pm. 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. 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?
You will receive a dispatch confirmation via email, sent to the email address on your online account. Should there be any problem in dispatching your order we will notify you with the reason either via phone or e-mail.
CAN I COLLECT MY ITEM FROM YOUR STORE?
Yes, you can select one of two locations at the checkout. Our main Magic sore in Killingworth or Fancy dress store in Newcastle city centre.
WHAT COURIER DO YOU USE FOR DELIVERIES?
We use Royal Mail or UK Mail couriers to send all our UK mainland orders. International orders are sent via a Royal Mail International Signed for service.
CAN SOMEONE ELSE SIGN FOR MY DELIVERY?
On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone may be delivered to either the billing or work address. If the order has already left our office via APC we may be able to amend the address on your behalf.
CAN I CHANGE THE DELIVERY ADDRESS?
On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone may be delivered to either the billing or work address. If the order has already left our office via UK mail we may be able to amend the address on your behalf.
DO YOU DELIVER TO BFPO ADDRESSES?
We can ship to BFPO addresses, please ensure you complete the billing address field as appropriate and the BFPO address as the delivery address.
DO YOU DELIVER TO MY COUNTRY?
We deliver to most countries worldwide; your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location, feel free to contact us for additional information on International orders.
WHAT IF I'M NOT HOME WHEN IT'S DELIVERED?
If Royal Mail are unable to obtain a signature from somebody at the address then your parcel will be returned to your nearest Royal Mail depot. Royal Mail will leave a card at the delivery address, which will have instructions of re-delivery or collection. Our courier will also leave a contact card in the same fashion.
PAYMENTS
IS IT SAFE TO ORDER ON YOUR WEBSITE?
Yes, we use industry standard SSL encryption to protect your details. In addition to this, your credit card data is never stored by us. Our website also undergoes regular security vulnerability scans, and we are in full compliance with the PCi-DSS security legislation introduced in 2009.
WHICH CREDIT CARDS DO YOU ACCEPT?
We currently accept – Mastercard, VISA, Solo, Switch / Maestro, Visa Debit, Delta and Electron for payments online.
CAN I USE A DIFFERENT PAYMENT METHOD?
Yes, we also accept Paypal.
DO YOU ACCEPT GIFT VOUCHERS?
At the moment we do not accept gift vouchers online, however we do sell and accept them in our retail store.
WHEN WILL MY CARD BE CHARGED FOR MY ORDER?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
PRODUCTS
IS THE PRODUCT GENUINE?
All products listed on the site include the artist and manufacturer where available. If in doubt please feel free to contact us for further details.
WILL YOU BE GETTING MORE?
Should an item you require be out of stock simply click the RSS link and we will notify you as soon as it becomes available!
CAN I GET MORE INFORMATION ON A PRODUCT?
If you require any additional information on any of the products on our website please email, or call our web team on +44 (0)191 232 5335 and they will try to provide you with all the information you require.
THE ITEM I BOUGHT IS NOW IN SALE, CAN I GET THE DIFFERENCE REFUNDED?
Unfortunately should an item be reduced in price after you have purchased it, we are unable to refund the difference.
I CAN’T FIND THE PRODUCT I’M LOOKING FOR?
Unfortunately not all of our products are listed online; there are many reasons for this such as extremely limited stock. Should you be unable to locate the item you require then please e-mail us at [email protected] or call us on +44 (0)191 908 3252 and we will advise as to whether we have the item available or if we are able to order it on your behalf.
YOUR ORDER
I'M NEW, HOW DO I ORDER?
At Magicbox we go to great lengths to ensure your shopping experience is as easy and secure as possible. You may wish to register or create an account to make the order process easier, but this is not necessary… you can always do this when you checkout. Browse the site; either using the categories listed down the side, our search function, or by looking at our most recently added products. Select your item, and add the item to your basket. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
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?
If your order is successful you will see an order success message after you checkout, and then you will receive an automatic email to confirm your order has been received, and is being processed. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will then receive a follow up email confirming your item(s) have been dispatched.
CAN I CHANGE/CANCEL MY ORDER?
We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible.
CAN I USE MY PROMOTIONAL CODE MORE THAN ONCE?
This depends on the type of code you have received; you will be made aware of this upon receipt of your code.
WHERE IS MY ORDER?
If an order has not arrived when you were expecting it, we recommend first checking the email account your Magicbox account is registered with. Any updates in status will be passed on via email, as it is our primary mode of contact. If you have not received any email updates, please contact us on +44 (0)191 232 5335 and we will follow up the progress of your delivery. This can take up to 24 hours but we will always be able to help, all our shipments are insured to the necessary value..
YOU HAVEN'T REPLIED TO MY QUERY?
We try to respond to any queries as quickly as possible; however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.
MY ORDER CONTAINS A FAULTY ITEM
If for some reason your order contains a faulty item please contact the sales team immediately and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair.
YOU HAVE SENT ME THE WRONG ITEM
If you have been sent the wrong item please follow the returns procedure (below in the FAQ) and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative or refund.
CAN YOU CONFIRM YOU HAVE RECEIVED MY RETURN?
We will try to handle your return as quickly as possible, and you will be contacted by telephone or email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on +44 (0)191 908 3252 to confirm receipt of your return.
PART OF MY ORDER IS MISSING?
An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received and email or telephone call stating this and/or your invoice will be marked as being part complete. Any item not in stock can either be forwarded to you upon arrival or refunded at your request.
RETURNS
HOW DO I RETURN AN ITEM?
Magicbox offer a “No Quibble” returns policy. If the item you have bought is not suitable we will happily EXCHANGE it for something else to the same value. Please note the item must be returned unused and in a “sellable” condition. You (the customer) are responsible for the return postage of the item. This does not apply to dvds, books or downloads as due to copyright laws we are unable to offer this policy. However if the dvd or book is sealed and unopened we will happily offer an exchange.
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?
Magicbox offer a “No Quibble” returns policy. If the item you have bought is not suitable we will happily EXCHANGE it for something else to the same value. Please note the item must be returned unused and in a “sellable” condition. You (the customer) are responsible for the return postage of the item. This does not apply to dvds, books or downloads as due to copyright laws we are unable to offer this policy. However if the dvd or book is sealed and unopened we will happily offer an exchange.
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?
We aim to process any returns within 3 working days of receiving them.
HOW LONG WILL IT BE BEFORE I GET A REFUND?
As long as the returned items meet our refunds criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer or payment method.
HOW LONG WILL IT BE BEFORE I GET AN EXCHANGE?
After your return has been processed, as long as we have the exchange items on stock you should receive them within 3 working days UK mainland orders, 7-10 days for non UK customers.
WHO PAYS FOR RETURN POSTAGE?
You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us.
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?
We will try to handle your return as quickly as possible, and you will be contacted by telephone or email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on +44 (0)191 908 3252 to confirm receipt of your return.
WHY HAVE YOU NOT REFUNDED THE DELIVERY CHARGE?
Only those orders returned to us for refund due to incorrect or faulted items being sent will have the original postage charges refunded.
YOU HAVE REFUNDED ME THE WRONG AMOUNT
If you feel for any reason that we have incorrectly refunded you then do not hesitate to contact our sales team either calling (0191) 908 3252 or by e-mailing [email protected].
PRICE PROMISE
The MAGICBOX PRICE PROMISE is simple – if you can find any of the products listed on this site cheaper elsewhere, we’ll match their price. If you do find something cheaper elsewhere, please e-mail us at [email protected]. You will need to provide a link to the web site on which you found the item cheaper so that we can verify it – and we’ll match it! Large items such as illusions may incur extra postage fees on a “price match” basis. We will inform you of any extra shipping fees prior to dispatch.
TERMS & CONDITIONS
- 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.
ACCOUNT INFORMATION
WHAT IF I NEED TO UPDATE MY ACCOUNT INFORMATION?
Updating your account information is simple, just log in on line and you will have full access to your account details such as the registered delivery and billing address which you may amend at your leisure. Please ensure that these details are correct and up to date as any errors may cause delays with your deliveries and your order may incur additional postage charges should we need to re-send an item due to the wrong details being listed.
