Purchased a Welsh hipflask and requested a personalised message to be engraved. Needed it by 25 Apr, ordered it on 10 Apr and it arrived on 18 Apr. The hipflask / engraving looked great although the funnel looked very flimsy and cheap. However, the box it arrived in wasn't good enough to pass on, so I put the hipflask in the velvet bag and wrapped it. Emailed the customer services team and received this response "Thanks for your email with feedback on the box. It's usually quite a sturdy box, I'm sorry it didn't survive the journey to you. I'll ask the warehouse to look into this." Haven't heard anything since. A replacement box would have been welcome.
To reply as a company, please log in to your business account.
We have recently started using new boxes so it's interesting to hear this feedback. It is helpful and has been passed onto our warehouse team. This is actually the first damaged box we've experienced for this flask, so I'm feel this was unfortunately damaged in transit. It's something that we'll keep on eye on over the next few weeks.
The boxes are provided free of charge but on this occasion as you were unable to use the box or have a replacement in time, I've arranged a refund for the presentation box.