Customer Help & FAQs
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
It depends on which item you ordered and where you live! Please check each item to check for different shipping times. Orders within the EU usually take around 3 – 6 days with the cheapest shipping option, while everywhere takes around 4 – 8 days. If you order overseas during a busy season and don’t upgrade shipping, it can take up to 30 days to arrive! (this rarely happens).
If you already placed your order and realised “oh snap, I forgot my address is wrong” – don’t worry! just try to message us as soon as possible regarding your order and we’ll change it!
You probably received an email with your order confirmation, it should have a link where you can track your order’s process. You can also find the status clicking here.
We actually don’t even have access to credit card information. Our trusted payment partners, whom you probably know already do that (like paypal!) and they don’t share that information with us.
All orders inlcude Value Added Tax in the price!
We ship worldwide! 🙂
Each order will come in one package. If you place multiple orders separately, they will ship in separate packages.
The shipping times on the order checkout are provided by the shipping company. Those are the average times the packages take to arrive to each country. Sometimes packages can be delayed, but they are never lost. In any case, we’ll help you mediate any issues with the shipping company to make sure you get the package!
Orders going overseas can take up to 30 days to arrive, especially if no shipping upgrade is added (this is the maximum time, this rarely happens, usually it’s much much faster!).
Please contact us if you need any clarification.
If you need to swap an item
Returns and Exchanges
We accept returns within 14 days like any EU based business. The items need to be unused and unopened in their original packaging. We do not accept returns in some items, please check each item description to make sure!
This never happened before, but like every human, we also make mistakes! do let us know and we’ll fix it for you!
Sometimes the postal services like kicking packages around. Did your order arrive broken? not to worry, just send us a picture of the damages and we’ll sort you out with another package.
There should be a return address on your original package, if not, you can contact us to get an address if you don’t have it already.
You can contact us by pressing the ” Customer help” button or any “contact” form.
Contact us as soon as possible so that we can change the address before we ship it!
We accept cancelations within 24h of the purchase or before shipping it.
Delays are not caused by us, they are caused by the shipping company. We will mediate any issues with them to make sure you get the package, but we cannot issue refunds unless we have the package back.
Obviously if more than 30 days have passed and there is no update whatsoever from the shipping company, we’ll refund your order.
Before ordering, it’s very important to first read the description of the item you are purchasing.
If you scroll down on any mystery box, you can get very clear idea of the value you will get in your mystery box.
The mystery aspect of the boxes is the design, colors and flavors, not what items are actually included.
Also, we offer free shipping because it makes it easier for worldwide shipping BUT obviously we do have to pay to ship your order.
Most times, especially if ordering overseas from us in Portugal, shipping can come to be almost HALF the price you paid for it!
So just because it says “free shipping” doesn’t mean it was actually free, the price of the shipping is included in the mystery box price.
No shipping company in the world offers free international shipments, unfortunately.