Refund policy

Return & Refund Policy

We are not offering exchanges at the moment. Please contact customer service to request a return, and place a new order for the replacement.

Return eligibility

  • Return requests must be made within 14 days from the day of arrival.
  • Items must be sealed, unused, and in the same condition that you received them, in original packaging.
  • Any free gifts included with the order must be returned as well.
  • You must inform customer service in advance and receive confirmation before returning an item.

How to start a return

  • Contact us at Surprisebox.co.orders@hotmail.com to request a return. Include your order number in all correspondence.
  • If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back without prior authorization will not be accepted.

Return process

  1. After you contact customer service and your return is approved, we will email a return label.
  2. Print the return label and bring the package to the designated carrier (you can usually print the label at the carrier center if needed).
  3. We will inspect the returned package upon arrival. Refunds are processed after the warehouse confirms there are no issues.

Return costs & fees

  • If the return is due to change of mind (e.g., no longer want it, ordered the wrong item), the customer is responsible for round-trip shipping costs.
  • Orders under €70: the cost of the return label will be deducted from the refund, and the original standard shipping fee paid at purchase will also be excluded from the refund.
  • Orders over €70: the cost of the return label will be deducted from the refund, and the standard shipping fee corresponding to free shipping will also be excluded.
  • The customer is responsible for the return shipping fee (may vary by region).

Damages, defects or wrong items

  • Inspect your order on receipt and contact us immediately if the item is defective, damaged, or incorrect so we can resolve the issue.
  • To process claims for damaged or missing items you must provide:
    • A picture of the exterior packaging with the tracking number visible.
    • A picture of all items inside the original packaging.
    • A close-up picture of the damaged or incorrect item.
  • Compensation may be denied if these pictures are not provided. Take pictures before discarding any packaging.

Refunds

  • We will notify you once we’ve received and inspected your return and let you know if the refund was approved.
  • If approved, you’ll be refunded to your original payment method. Processing times may vary depending on your bank or card issuer.
  • If more than 15 business days have passed since approval and you have not received your refund, contact Surprisebox.co.orders@hotmail.com.

International orders

  • If you receive a damaged or incorrect international order, contact Surprisebox.co.orders@hotmail.com with your order number and the required photos for assistance.

Other notes

  • Items returned without prior authorization or to an incorrect address may be refused.
  • Please ensure you follow storage/handling instructions provided with products; we may refuse claims if items are mishandled after delivery.

Contact For all return or damage inquiries, email Surprisebox.co.orders@hotmail.com and include your order number and the requested photos.

Return address Please send returns only after you receive confirmation and a return label from customer service. (Return address will be provided with your approved return label.)