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F.A.Q.

Subscriptions

How can I cancel my subscription?

You can end your subscription at any time by filling the cancellation form in your account. Remember: we will cancel your subscription from the date we receive your notification, but you will continue to receive the boxes for which payment has already been taken. Once you have cancelled, all future payments will be stopped.

What is the difference between cancellation and withdrawal?

You can cancel your subscription at any time. You can also withdraw from the subscription agreement during the cooling-off period, which lasts for up to 14 days from the date you receive your first box. However, you will need to return the box. To find out more about the cancellation process, see: “How do I return my box?”

How do I return my box?

You can only return your first box and it must be sent no later than 14 days from delivery. To return your box, fill in the returns form and send it to: customer.uk@betterly.com. Once the Customer Service team has received your form, they will contact you with details on how to return the box. As soon as we receive your box, your payment will be refunded.

Can I cancel my subscription after the first box?

You can only claim a refund for your subscription within the 14-day cooling off period. After that, you can cancel your subscription at any time, but no refund will be given.

I subscribed to the same plan twice by mistake. What should I do?

You should get in touch with our Customer Service team.

Can I suspend my subscription temporarily?

If you want to suspend your subscription for a short period, you can contact our Customer Service team.

How long is a box plan?

A plan will last for either 9 or 12 boxes.

Can I just buy the first box?

We’re sorry, but we don’t sell single boxes. You can cancel your subscription at any time, though, free of charge.

Why am I still paying for boxes after I cancelled my subscription?

If this happens, please contact our Customer Service team.

How can I restart my subscription after I suspended it?

You can restart your subscription by contacting our Customer Service team.

Can I give a box plan as a gift?

At the moment, we don’t offer gift options for Betterly box plans, but we are working to change this.

Payment

How do I pay for my subscription?

You can pay for your subscription every month: pay for your first box up front, then on a monthly basis.

What payment methods do you accept?

You can choose from two different payment methods: by credit card (VISA/MASTERCARD/VPAY/AMEX, including prepaid) or via PayPal.

Can I buy the series with a prepaid credit card?

We accept the following prepaid card types: VISA/MASTERCARD/VPAY.

Can I pay via PayPal?

Yes, you can choose to pay via PayPal. You will be charged for the first purchase immediately, then your card will be charged automatically according to the payment option chosen.

How does payment work?

When you start your subscription, we confirm your payment method by making a small, refundable £0.05 charge. If this is successful, we will continue the transaction with your first payment. Your next payments will be taken automatically, according to the plan chosen.

How do I cancel my payments?

As soon as you cancel your subscription, no further payments will be taken.

Can I pay with discount vouchers?

If you have a promo code from Betterly, you can use it to pay for a box subscription.

Can I change my payment plan?

Unfortunately, we can’t change an existing payment plan at the moment.

Why have I been charged £0.05?

Our payment system charges your credit card or PayPal account a refundable £0.05 to activate your Betterly account. After this, your first payment will be taken.

General

How do I contact your Customer Service team?

You can get in touch with our Customer Service team in the following ways:

  • by calling our phone line on 0800 0148593

How do I buy my first Betterly box plan?

The first time you place an order, you need to create an account with your details, the delivery address and your payment method. To buy more box plans, all you need to do is access in your account of the website.

What can I do with my Betterly account?

You can use your account – in the Your Betterly section of the website - to check your subscription and your personal details.

Is Betterly part of De Agostini?

Yes, Betterly is a De Agostini Publishing imprint.

Why do the boxes come from De Agostini?

Betterly is a De Agostini Group brand. Betterly boxes are shipped by De Agostini UK Limited.

What’s the difference between the Betterly and De Agostini collections?

Betterly products come in monthly boxes for 9 or at most 12 month subscriptions. These are only available from betterly.com. De Agostini collections come out every week or every two weeks and usually last for longer periods. They can be bought at newsagents or online from deagostini.com.

Delivery

Where do you send my box plan?

We deliver the boxes in your plan to the address provided during the payment process.

When will my box arrive?

Your first box will arrive 3–5 working days after your order. Subsequent deliveries will be monthly.

Do you deliver to addresses outside UK?

No, we currently only deliver within UK (England, Scotland, Wales and Northern Ireland).

Which countries does Betterly deliver to?

At the moment, we only deliver within UK (England, Scotland, Wales and Northern Ireland).

Do I have to pay delivery costs?

The delivery fee is £3 per box.

I haven’t received my box this month. What do I do?

If you haven’t received your box, please contact our Customer Service team.

Can I change the date of my delivery?

This isn’t possible right now.

Can I track my order?

You can contact our Customer Service team to check the status of your delivery.

What do I do if I need to change my delivery address?

You can update your delivery address in Your Account of our website.

How do I change my delivery address if the box has already been dispatched?

If your delivery is in transit, please contact our Customer Service team to update your address.

What do I do if I get the same box twice?

Please contact our Customer Service team for a replacement box.

Product

What’s in my box?

The number of items included will vary with each box, but it will be printed on the product card (when provided). You’ll find a guide to the complete subscription inside your first box.

I received a damaged/faulty product. Who do I contact?

If your item is damaged or faulty, please contact our Customer Service team for a replacement.

What do I do if something is missing from my box?

Please contact our Customer Service team to replace any missing or damaged parts.

Are the products child friendly?

All products in the Betterly Kids’ Time series are totally child safe. They are tested by independent certification bodies, according to the strictest toy safety standards.