FAQ

HOW DO I CONTACT SYCAMORE LANE?

Our office hours are from 9 AM - 6 PM GMT Monday through Saturday. Our offices are closed on Sunday as well as national holidays. You can talk to us by chatbot during business hours or you can leave a chatbot message and we will respond as soon as possible. Alternatively, you can reach us by email at SmallBoxRetail@yahoo.com

WHERE CAN I SIGN UP?

You need to create an account with Sycamore Lane to purchase products from the website. This can be done by selecting the ‘Join’ link and completing the required fields in the form.

WHAT IS A GIFT BOX?

A Sycamore Lane gift box is a one-off purchase of curated products delivered in a branded box.  As this is a one-off purchase you are not committing to an automatically renewing subscription plan.

We offer a small but expanding selection of gift boxes as follows:

The Taste of Rural Radiance: Excite the senses with a selection of Irish artisan products in a box specially created for your enjoyment.

Smoke from the Roast: A selection of Irish products to be enjoyed with coffee from one of Ireland’s best coffee roasters.

Copper Kettle: Sit down and relax with blended Irish tea and a selection of tea-time treats.

Sweeter than the Truth: A box with a selection of artisan chocolates and sweets made in Ireland.

WHAT IS A SUBSCRIPTION BOX?

A Sycamore Lane subscription box is a recurring, physical delivery of curated products selected by us and delivered in a branded box. Our subscription boxes are billed on an automatically recurring schedule so they renew when they expire. By purchasing a subscription product, you agree to be billed per the terms of your subscription plan. Subscription boxes are either Created for You, which means that we will build the box, or Created by You, which means you are able to build it yourself.

You can save 10% when you subscribe to any Box to receive it on a monthly basis.

WHAT IS BUILD A BOX?

Build a Box is functionality which gives you the power to create your own box in accordance with your taste preferences.

You have the flexibility to build your own box in various ways:

Small Box Retail: Build your own exclusive food subscription box with your favorite Irish products to be enjoyed on a recurring basis, or build it as a gift for a food experience to celebrate and remember. Buy it as a gift or subscribe to a monthly delivery option for us to deliver when you need it.

Artisan Box: Build a box with products from your favorite artisan or mix and match with products from various artisans.

HOW DO I BUILD A SUBSCRIPTION BOX?

To build a subscription box you must view the product by clicking on the product image. Select the ‘Subscribe and Save’ option, then select the delivery frequency as ‘Weekly’ or ‘Monthly’. Then select ‘Add to Box’. Repeat this process for each product you wish to add to your Box.

WHAT IS THE SIGNIFICENCE OF PRODUCT NAMES AND BOX THEMES?

Product names, product ranges, and box themes are derived from original song lyrics written by Sycamore Lane. The product offering represents a fusion of passions for songwriting and good food in a Music for the Mind Food for the Soul Small Box Retail concept.

IS SMALL BOX RETAIL OFFERED INTERNATIONALLY?

We do not currently ship products outside Ireland. When a decision is made to ship Internationally, delivery will be dependent on the weight of the box and shipments to certain countries may incur additional shipping fees, import duty and customs.

WHAT WILL I BE CHARGED FOR SHIPPING?

Delivery rates for the island of Ireland are based on the following table:

 

WILL I HAVE TO PAY IMPORT DUTY AND CUSTOMS?

If you order products from our website they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount.

IS VALUE ADDED TAX INCLUDED IN THE PRICE?

Yes, Value Added Tax at the prevailing Irish rate of VAT is included in the price.

WHEN WILL I BE CHARGED FOR SUBSCRIPTION BOXES?

You will be charged on your initial billing date each month you are charged. The frequency of that will depend on the type of package.

For example, if you purchased your first subscription box on the 15th of a month and you have a Monthly package, you will be charged every month on the 15th until cancellation. If you have a three month package, you will be charged every three months on the 15th of the month until cancellation. If you have a six month package, you will be charged every six months on the 15th of the month until cancellation.

WHEN SHOULD I EXPECT DELIVERY OF MY BOX?

We aim to dispatch your order within 72 hours of receipt of orders for arrival within 2 to 3 business days of dispatch. Irish weekends and bank holidays are not classed as working days. Because we use a third-party delivery service, these times are estimates and not guarantees.

Delivery times may be longer for certain products.

WHAT HAPPENS IF I DON'T RECEIVE MY BOX?

If you do not receive your package five business days after being marked delivered, please email us at SmallBoxRetail@yahoo.com and we'll get the issue resolved!

It is also possible that your address was entered incorrectly on your order, or it was sent to an old address if you did not update your shipping information properly. If for any reason your package is returned to us due to an address error, you will be responsible for the cost to reship the package and you will be sent an invoice via email.

If your shipping information on file is incorrect and your package is not returned to us for any reason, you will be responsible for paying the full cost of a replacement box, plus additional shipping costs, should you want a replacement sent.

HOW DO I CHANGE MY SHIPPING ADDRESS?

You can change your delivery address at any time by either logging into your Sycamore Lane account or by sending us an email at SmallBoxRetail@yahoo.com In order to affect a particular months shipment, you must submit your address change at least one day prior to your next renewal billing. For example, if you are looking to change the delivery address of a box scheduled for dispatch on 18th July, you must submit your address change by 17th July. Address changes submitted on or after the scheduled date of dispatch will be effective the following month.

WHAT SHOULD I DO IF MY BOX OR AN ITEM ARRIVES DAMAGED?

Sometimes shipping is not so nice to the boxes and damage can occur. If an item in your box is opened, damaged or otherwise not usable please take a few pictures of the item and the box and email us at SmallBoxRetail@yahoo.com A customer service representative will reach out to you within 24 business hours.

WHAT SHOULD I DO IF A PRODUCT IS PAST ITS SELL BY DATE?

When a product is past its sell by date, we require photographic evidence from you to demonstrate that this is the case. If we are satisfied that we have supplied an out-of-date product we will refund the price of the product in full.

WHAT IS SYCAMORE LANE'S RETURNS AND REFUNDS POLICY?

You may cancel a contract at any time within 14 calendar days, beginning on the day after you received the products. In this case, you will receive a full refund of the price paid for the products in accordance with our refunds policy, payable within 14 days of the day you have given notice of your cancellation, or within 3 days of receipt of the returned products.

To cancel a contract, you must inform us in writing or by sending an email to SmallBoxRetail@yahoo.com

You must return the product(s) to us as soon as possible at our registered address in an unused, undamaged condition.

When you return a product to us:

  • because you have cancelled the contract between us within the 14-day cooling-off period, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day you have given notice of your cancellation, or within 3 days of receipt of the returned products. In this case, we will refund the price of the product in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us;
  • because the product is defective, we will examine the returned product and replace it or provide a refund. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

We will usually refund any money to the card used to pay for your purchase.

Claims for refunds must be made within 25 days of dispatch for DPD or An Post deliveries.

Except where a product is defective, you may not cancel a contract for the supply of perishable goods, including fresh fruit and vegetables, dairy products, meat and fish products, and bakery products.

Our Returns and Refunds Policy can be found in Customer Terms and Conditions.

CAN I SKIP A MONTH OR PAUSE MY SUBSCRIPTION?

To be Completed Later.

WHEN WILL I STOP GETTING WEEKLY OR MONTHLY BOXES?

You will continue to receive weekly or monthly subscription boxes until you cancel your subscription.

HOW DO I CANCEL MY SUBSCRIPTION?

To be Completed Later

DOES SYCAMORE LANE OFFER FREE FROM OR VEGAN BOXES?

We do not currently offer a curated box of gluten free or vegan products. However, we do plan to offer a specific Organic and Free From Box in the future.

HOW DO I GIFT A BOX?

There are two ways to gift a box. You can purchase a box to be delivered directly to the gift recipient or you can purchase a Gift Card. When you purchase a gift card, we will send you a digital gift certificate with a voucher code that is redeemable at any time.

WHAT SHOULD I DO IF MY GIFT OR VOUCHER CODE IS NOT WORKING?

From time to time our systems may fall out of sync with some of our partners. If your voucher code is not working, please email us at SmallBoxRetail@yahoo.com along with a copy of your voucher or gift code and we will resolve the issue.

WILL I BE CHARGED IN EUR?

All orders are payable in EUR and processed in accordance with the currency of your bank account. The value charged to your bank statement is subject to the exchange rate between EUR and your local currency at the time of your purchase.

WHAT ARE MY PAYMENT OPTIONS?

We accept payment from all major credit and debit card providers including Visa, MasterCard, and American Express. We also accept payments using Apple Pay and Paypal.

DOES SYCAMORE LANE OFFER A CORPORATE PACKAGE?

Yes, Forever Grateful is a specific box for Corporate clients. Forever Grateful is available in various sizes based on the box value. For further information contact us at SmallBoxRetail@yahoo.com

WHAT IS THE RURAL SYMPHONY INITIATIVE?

Rural Symphony is an expression of Sycamore Lane’s corporate conscience. We are passionate about giving back to the community, so Rural Symphony was launched as an initiative to support the provision of care to people in the community.

Sycamore Lane donates 100% of profit to charity partners to help people struggling with adverse mental health events.