Returns and Refunds
Damaged or Faulty
If your order arrives faulty or damaged by a manufacturing defect and it is not related to misuse, we will repair or replace the damaged item and cover the courier costs associated with sending the item back. Contact our Customer Service Team 01538 711931 and They will guide you through the next steps.
Refunds & Returns
As people have individual tastes, there is absolutely no guarantee that you will like everything in the box. This is the very nature of a mystery box in the same way it was with the lucky bags purchased as a child. Returns are not offered in the case that you purchased a box and simply didn’t like everything in it. That’s a possibility at the time of purchase and we ask you to consider your purchase before making it.
Damaged Good or Leaks in boxes: A replacement is offered where goods are broken and may have have been damaged in transit. In this case, please take a photograph of the item, along with your order number and email this to [email protected]. Our team will receive it, and where appropriate, take the necessary action to rectify the situation for you.
The address for the purpose of your return item is:
381 Ladypool Road
Please, use a signed parcel delivery service only, to ensure we receive it. Please, attached a clear label at the top saying: FAO – The Mystery Box Shop HQ (to ensure the recipient at our designated address forwards it to us). Upon receipt of the mystery box, we will follow up with you.
We require your notification within 14 days of receiving your order.
You will be required to meet the cost of the shipping for the return.
We require a “signed for” delivery of your return so that you have proof it’s been sent and we have proof that it’s been received.
Each item within the mystery box must be unopened & unused, in the very same condition it was sent in (brand new). If any item is opened/damaged, then we will have to deduct the value of this item from the refunded amount to cover the cost
Any refund will only cover the items in the Mystery Box. Additional items will not be covered where the service has already been provided (i.e. gift-wrapping, etc).