Frequently Asked Questions

Subscription Box

What can I expect to see in my box?

The contents of each Just Add Water Subscription box are a surprise but do follow a different theme each month. Each box will contain at least six bath and shower items and extra surprise items for the full bathing experience.

As part of the experience, we include a fun product walkthrough page every month inside your box so that you can learn about the items in your box.

All the products will be natural and handmade in the UK.

How much does it cost?

Our monthly subscription is £19.95 per month and we also offer pre-paid packages which have additional savings.

Pre – Paid Plans

  • 3 Months £56.85 (£18.95 p/m)
  • 6 Months £107.76 (£17.95 p/m)
  • 12 Months £203.52 (£16.95 p/m)

Delivery is included in the price of your subscription and we currently only ship within the UK. These costs may be reviewed at any time.

Do you offer any promotion codes?

Yes, we quite often have promotion codes running across all out social media platforms and via our newsletter, so make sure you follow us or add your name to mailing list to stay connected.

Please note that any promotion code which entitles you to a free box is strictly 1 free box per customer.

How do I buy just one box?

If you only want one box, you can always subscribe and cancel your subscription right after, this way you’ll be charged for the first month, get your box, and won’t be billed the following month.

Or you can head over to our online store where we have a large variety of gift boxes to choose from.

Do you have any past boxes I can buy?

<h5 class="font_5">Not right now, but we will soon!</h5>

When is the ‘cut-off’ date to subscribe?

<h5 class="font_5">If you sign up ON OR BEFORE the 15th, you will get your first box that month.</h5> <h5 class="font_5">If you sign up ON OR AFTER the 15th, your first box will be shipped the following month.</h5> <h5 class="font_5">Can’t remember when you signed up? You can find out via Manage My Account</h5>

Initial Payment and Renewals

<h5 class="font_5">When you subscribe to Just Add Water, your first payment will be taken immediately. </h5> <h5 class="font_5"> </h5> <h5 class="font_5">The date of your next payment will be in the 1st of the following month and after your first delivery.</h5>

Do I need to renew my subscription every month?

<h5 class="font_5">No! You will be automatically rebilled on the 1st of every month, until notified further.</h5>

When are the Boxes Shipped?

<h5 style="text-align:justify" class="font_5">Just Add Water sends boxes to subscribers on the 20th of each Month. The exact dates of dispatch will vary and may be later than anticipated due to unforeseen circumstances or delays.</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">Once dispatched, we can provide tracking information and so you are able to track your delivery.</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">Should your parcel arrive damaged or not arrive at all, we will endeavour to send a replacement; Should we no longer have sufficient stock to do this, we will seek to replace with a similar product of equal or higher value or offer a full or partial refund depending on the extent of damage or loss.</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">Delivery is included in the price of your subscription and we currently only ship within the UK. These costs may be reviewed at any time.</h5>

General Terms of Service for Just Add Water Subscriptions

By purchasing a monthly subscription box, you acknowledge that your subscription consists of an initial charge followed by recurring charges, as agreed to by you during the checkout process, for an indefinite amount of time, until deactivated by you or by Just Add Water.

By entering into this agreement, you acknowledge that you will be responsible for all charges for the entire commitment period. You accept responsibility for all recurring charges prior to deactivation.

You are responsible for the accuracy of all the information you provide that is necessary for us to process your order and/or ship your order to the correct location. Therefore, if an order is returned to us for an incomplete address, an inaccurate address, or because of unsuccessful delivery attempts, no refund will be processed.

We will make appropriate attempts to contact you in order to update your address, but there will be an additional £10.00 shipping charge to reship your current order and to cover the inbound shipping from the incorrect address provided. Customers who cannot be reached for updates will have their subscriptions cancelled with no refund provided.

If an order arrives damaged, please contact us and provide pictures. This is, of course, not your fault, and we will gladly reship your current order, if possible, or refund it — whichever you prefer. All damage claims must be made within one week of delivery.

Can I give a subscription as a gift?

<h5 class="font_5">YES of course you can – in fact we encourage you too!!</h5> <h5 class="font_5"> </h5> <h5 class="font_5">You can even write a personalised note to your recipient that we will include in their first box.</h5>

First Box

<h5 style="text-align:justify" class="font_5">To guarantee that you receive our next box when you subscribe, you need to purchase your subscription by the 15th of the month.</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">We endeavour to have further boxes available for purchase as a single box in our shop or to offer to new subscribers. As these boxes sell out very quickly, we make no guarantee that they will be available in our shop or if you subscribe after the date above.</h5>

What happens if my card is declined?

<h5 style="text-align:justify" class="font_5">If your card is declined for one reason or another, you’ll have 24 hours to sort it out. Failed payments will be retried the next day. You can always reach out to us if you feel there’s an error or some mistake.</h5>


<h5 style="text-align:justify" class="font_5">You need to cancel 5 working days before a payment is due, otherwise you will continue to be charged for your next box.</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">In most circumstances we would be able to offer a refund for this renewal, as long as we receive the request before your next box is dispatched. We cannot guarantee this, however, so recommend adhering to the deadlines above. </h5> <h5 class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">If you want to cancel before receiving your first box, you can do so within 14 days of purchase, or before the end of the month before a box is sent out (whichever is the later date), if your box has not yet been dispatched. </h5> <h5 class="font_5"> </h5> <h5 class="font_5">Please note that if you subscribe and then cancel immediately, we will assume that you still wish to receive a box.</h5> <h5 class="font_5"> </h5> <h5 class="font_5">If you would like a refund, then we will be happy to process this for you but you will need to email your request to us at </h5> <h5 class="font_5"> </h5> <h5 class="font_5">You are welcome to cancel your subscription to Just Add Water at any time by logging into My Account.</h5>

Returns and Refunds

<h5 style="text-align:justify" class="font_5">In addition to the refunds outlined above, we are also able to offer a return and refund once you have received a subscription box, as follows:</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">If you do not like your Just Add Water box, you can return this to us as long as all individual products are unopened and unused and suitable for resale. We are unable to offer returns and refunds on individual items included within our boxes.</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">Please email us at if you would like to do this. You will be responsible for the costs of return postage and will need to purchase proof of postage when arranging this. </h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">We will process a refund for you within 2 working days of receipt of the returned box, as long as the contents arrive in their original condition.</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">Please note that refunds may take a few days to arrive in your PayPal or bank account. </h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">Should you wish to receive a refund or replacement for an item that is damaged, please email us at so we can endeavour to rectify this for you.</h5>

Account Management

<h5 class="font_5">To change details such as delivery address or billing information, you can manage your account via this link.</h5>

Can I postpone my boxes if I'm away?

<h5 style="text-align:justify" class="font_5">If we’ve already started preparing your next box, it won’t be possible for you suspend that delivery.</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">Amendments to orders can only be made before the 15th of the month.</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">However, you can postpone the following box. If you're going away for a bit longer, you can always book a holiday on your account and we'll make sure your recurring deliveries are stopped while you're away.​</h5>

I would like a box to review for my website. How can i get one?

<h5 style="text-align:justify" class="font_5">You can apply for a review box here. We'll review your site/channel to see if you qualify for a free review box and send it over. If you don't qualify for a free box, we might give you a large discount to purchase a box instead.</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">We only send out a couple of boxes a month, so you might have to wait a while. Fill the form out completely and honestly for your best chances.</h5>

How do I get my product in box?

<h5 class="font_5">Please email with your product and contact details and we will be in touch.</h5>

General Questions

Is my box recyclable?

<h5 class="font_5">Yes! And we really encourage you to recycle it.</h5>

What payment methods do you accept?

<h5 class="font_5">We currently accept all major debit and credit cards including paypal.</h5>

Shipping & Delivery

My box was shipped to the wrong address, what do I do?

<h5 style="text-align:justify" class="font_5">Email us at to let us know. Once the box is returned back to us, we will contact you and ask if we should ship it you at the correct address.</h5> <h5 style="text-align:justify" class="font_5"> </h5> <h5 style="text-align:justify" class="font_5">If the box was sent to the wrong address through some fault of ours or the carrier, we will resend it to you at no charge. Otherwise, we charge a £10.00 reshipping fee.</h5>

Some of my items were damaged or missing, what should I do?

<h5 class="font_5">If this does happen to you, please take a picture of your box and email us at and let us know what happened.</h5> <h5 class="font_5"> </h5> <h5 class="font_5">In most cases, we will resend you the damaged or missing item.</h5>


Split questions

Q. What sizes do your bathrobes come in? A. Our bathrobes come in a wide range of sizes, but the selection of sizes available depends on the bathrobe being purchased. Some bathrobes are available as Small, Medium, Large and Extra Large whilst some are a one size fits all bathrobe. Please refer to the individual size chart available on the each product page. We stock men’s sizes, women’s sizes, children’s sizes and unisex sizes. The size you are purchasing can be chosen on the product page when you add the item to your basket. Q. What if the size isn’t right for me? A. It can be tricky to pick the right size bathrobe, so please don’t worry if you accidentally order one that isn’t quite right. All of our non-embroidered bathrobes can be sent back and easily exchanged for larger or smaller sizes. If you’d like more information on our full returns policy it can be found here. Q. If I want to have an item embroidered how big will the embroidery be? A. The size of the embroidery depends on what you choose to have stitched on our products, and which product you are adding it to. Our embroidery team take great care to make sure any words, logos and images added to our products remain clear and legible. We calculate our embroidery carefully to make sure they are never too large or too small for the item. As an example, the letters for ‘Carol’ would be embroidered larger than the letters for ‘Caroline’ and our embroidery will always be proportionate to the product it is being added to, so the name ‘Carol’ would be embroidered on a larger area on a bath sheet than it would be on a face flannel. If you’d like to see some examples of our products featuring embroidery please click here. Q. Can I get a discount if I order items in bulk? A. Yes, we are pleased to offer some fantastic savings to customers who wish to order products in bulk. The exact saving per amount is always displayed at the top of the product page for the qualifying item. The larger the amount being purchased the bigger the discount you will receive. These deals are particularly appropriate for hotels, leisure centres and spas. Any discount that you qualify for will be automatically added at the checkout when you place your order. What kind of backing do we use for our embroidery? The answer is Sulky Ultra Solvy. Sulky Ultra Solvy is a stable water soluble stabilizer that is widely used in embroidery techniques. Firm and four times thicker than the original Sulky Solvy, this backing creates clear and concise stiches, insuring that your embroidery design and lettering stands out from your towel, bathrobe or chosen bathroom accessory. We use Sulky Ultra Solvy rather than any other Sulky Stabilizer for a delicate, defined stitch that will not be pulled out or distorted when the stabilizer is removed. Our in-house embroidery team prides itself on stitching your TowelsRus purchases with selected logos and messages with a high quality embroidery backing that is smooth and even to the touch.


Payment Q. What payment cards do you accept? A. We accept all major payment cards including American Express and you can also pay via PayPal. You can select your payment type at our secure checkout when placing your order. Q. When is my payment taken? A. Your payment is taken and your account is charged when you place your order with us. As soon as you receive an order confirmation the money will be taken from your account. Q. Can I request a VAT invoice if I am ordering for a business? A. We are happy to supply a VAT invoice for orders if it is required. To request a VAT invoice please contact our customer care team on 01903 201251 citing your order number. Q. Can I pay over the telephone? A. If you would prefer to place an order over the phone then we can accommodate this. Simply call us on 01903 201251 with the product name, size, colour and quantity and we can place an order for you. Orders requiring embroidery usually do need to be placed through our website to prevent human error. Q. What happens if my order doesn’t go through properly? A. In the unfortunate event that an order or payment does not get completed you will receive a notification email from us to let you know what has happened. We then ask if you can call us so we can rectify the issue for you.


Delivery Q. How long does your standard delivery take? A. All non-personalised orders will usually be dispatched within 2 working days of the order date. Our embroidered items take a little longer and will usually be despatched within 7 working days. These time periods can be slightly longer at peak times such as Christmas due to the higher volume of orders we receive. PLEASE NOTE: From the 9th December 2019 only the 'Guaranteed By Xmas' (£7.95) delivery option will secure a Christmas delivery. All other options may be subject to delay until after Christmas. Q. I need my order quicker than stated above, can I get it sooner? A. Yes, we also offer a next working day service for any items ordered before 11 pm. This express delivery option is available for both plain and embroidered items. Our express option is couriered by DPD at an additional cost of £9.95 for delivery before 6pm or £14.95 for deliveries before 12pm. Express delivery will take an extra 24 hours for items that include a personalised logo. Q. How much is your shipping? A. We have a range of delivery options and our standard shipping rates vary between £2.95 and £5.95 depending on the weight and size of the order, and how quickly you require it to arrive. We also offer free delivery on any orders over £60. For more information on our range of delivery options please visit our shipping page. Q. How are your items sent out? A. Our orders are sent either via Royal Mail Post, Royal Mail Tracked for standard delivery or DPD courier for next working day signed delivery You can select which shipping option you would prefer in your basket before you checkout. Q. Can you deliver to the whole of the UK? A. Yes, we are able to deliver to the UK Mainland, Offshore Islands, Highlands and Channel Islands. Please bear in mind that any delivery prices for the Channel Islands, Offshore Islands and Highlands are slightly higher and our delivery prices reflect these increased costs. Q. Do I need to be present to sign for my order? A. All deliveries that weigh over 1kg are specified as a "signed for" service. This means that the courier will only deliver the goods if there is someone present to sign for and accept the delivery. If no one is available when the courier attempts to deliver your order they will leave a card with the contact information of your local post office or courier depot so that you can collect the goods from the relevant location at a convenient time. In order to collect your order you will need: The courier card Proof of identification This applies to most (but not all) items weighing over 1kg and any items dispatched using DPD. You will be sent a tracking number upon dispatch of goods via email or text and will then receive a text message with an approximate timeframe for when their driver will reach you. Q. What if the item I ordered is out of stock? A. In the unlikely event that we no longer have the item you ordered in stock a member of our customer care team will be in contact to notify you. At this point you will have the option to choose from the following: Order a replacement product instead Request a refund Ask our team to order the item direct from the manufacturer


Refunds Q. What is your returns policy? A. We are able to accept returns on all non-personalised items. In the unfortunate event that you are not completely satisfied with your order you may return it to us and receive a replacement or a full refund. Please be aware that any amount refunded will not include delivery and handling costs. We cannot accept returns for any personalised items unless a mistake has been made on our behalf or the item is clearly faulty. In this event, please get in touch with a member of our team so we can resolve the issue. For more information on our full returns policy visit our Returns and Cancellation page. Q. How long do I have to change or return my order? A. Any non-embroidered items can be returned for a refund or exchange within 30 days of the purchase date. To begin a return or exchange you will need to log on to your TowelsRUS account and follow the online instructions for returning an order. Q. Can I return an embroidered item? A. Unfortunately our embroidered items can only be returned if the product is faulty. This is due to the inclusion of personal embroidery which means it cannot be resold. Q. Will I be refunded the full amount I paid? A. Any refunds we process will only pay back the original price you paid for the item. The refund amount will not include the original shipping costs. Q. Who will pay the shipping cost if I want to exchange a product? A. You will be required to pay the cost of sending any items back to us that require an exchange. We will then pay for the shipping cost for the replacement item that is being sent back to you.


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Suite 27627 - Po Box 6945

Islington London W1A 6US

0330 133 1703

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©2020 by Just Add Water Box Ltd. I R egistration Number: 11496661 I Registered Address: 61 Bridge Street, Kington, Herefordshire HR5 3DJ I VAT GB333 4542 50