FAQ,s

Our mystery boxes can contain a wide mix of items across different categories, depending on the type of box purchased. Items may include:
• Clothing and fashion items
• Beauty and personal care products
• Tech accessories and small gadgets
• Home and household items
• Toys and general merchandise

Every box is different. We don’t guarantee specific items, brands, categories, or value. The surprise is part of the experience

No. Because our products are sold as mystery boxes, we don’t guarantee a specific value or contents.

Some boxes may contain items worth more than the purchase price, others may not. You’re paying for the mystery experience rather than a guaranteed return

This depends on the product type:
• UK-fulfilled mystery boxes
All parcels and items are opened and checked before being repacked and dispatched. This allows us to remove unsafe, non-compliant, recalled, or age-restricted items before sale.
• EU-fulfilled mystery boxes (EU customers only)
These are supplied as unopened undelivered parcels and are sold as sealed mystery products. Inspection and consumer rights for these products are handled in line with the laws of the country of sale.

The product description on each listing clearly explains how that specific box is handled.

Our stock is sourced from reputable suppliers, including:
• Undelivered parcels from courier and logistics networks
• Customer returns from retailers and marketplaces
• Surplus, end-of-line, or cancelled retail stock

All sourcing is carried out through legitimate commercial channels.

Item condition depends on the type of box purchased.
• Some items may be brand new or unused
• Some may be customer returns or surplus stock
• Pre-owned clothing boxes contain second-hand items

Each product page explains what to expect in terms of condition.

Orders are usually dispatched within 48 hours.

Delivery times vary depending on the product and destination, but most orders arrive within 2–4 working days. All orders are sent with tracking.

If your order is confirmed as lost in transit, we take full responsibility.

You’ll be offered a replacement or a full refund. All shipments are tracked to minimise this risk.

Shipping availability depends on the product.
• Some products are available to UK customers
• Some products are available to EU customers only and are geo-blocked accordingly

Each product page clearly states where it is available and where it is fulfilled from.

Once a mystery box has been opened and handled, its original nature and resale value are changed.

Under consumer law, returns for opened mystery products are assessed on a case-by-case basis, including consideration of diminished value. This means a full refund may not always be possible once the box has been opened.

Unopened boxes may be cancelled and returned in line with applicable consumer regulations.

We do not accept selective returns of individual items from a box.

Yes. We operate within applicable consumer protection and product safety laws in the jurisdictions where our products are sold.

Our processes, listings, and policies are designed to ensure transparency, fairness, and compliance.

Yes, we’re always open to collaborations.

You can reach out to us via TikTok or Instagram, or email us at info@unboxingheaven.com