RETURN & REFUND

You have the right to return one or more products for a refund within 14 days of receiving your order.

In order for your return to be approved, the following criteria must be met:

• The product must be in the same condition as when it was received.
• The product should be in its original packaging with intact labels and protective stickers.
• Please note that plastic covers with a barcode belong to the original packaging.
• The product must not be custom made with personalization
• The product is not a hygiene item that cannot be returned due to health and hygiene reasons (eg face masks)

Please also note:

• The products cannot be exchanged at our retailers.
• That you as a customer pay the return cost. Remember to always save your return receipt from the postal agent until you have received a confirmation that your return has been processed.
• We do not accept returns on gift cards.

Exchange

To change a product, please return the product for a refund and place a new order on our website.

Refund on a promotion or sale order.

If you would like a refund, please note that we will refund the paid price. If you received a promotional price, the discounted price will be refunded. If you shopped during a campaign, we reserve the right to deny you the offer/discount if your order, after return, no longer meets the conditions for taking part in the offer/discount.

For example: If you used a discount code for your order that required you to order for a certain amount, we reserve the right to deny you the discount code if the amount after returning your items is lower than the one required to use the discount code.

For purchases with package offers (example: 3 for the price of 2) the entire order must be returned for a refund.

The right of return or exchange does not apply to products that have been produced with special requirements of the customer or which are clearly tailored to the personal wishes of the customer (e.g. products with a customized variation or print, such as personalization).

This customized item is produced on individual customer requests and cannot be exchanged or returned.

Returns from US

A big part of the return process is read by a machine, so in order for your refund to be processed correctly, it is, unfortunately, not possible to return products from different orders in the same package.

You find information on how to return your order here.

Returns from countries outside the EU

Currently, it is not possible to return products from different orders in the same package.

You find information on how to return your order here.

Returns from countries within the EU

It is possible to return several orders in the same package.

In order for your refund to be processed correctly, you will need to:

Register a return on all orders you wish to return

Read more about how to register a return here.

Make sure to separate your orders so that it is clear which products belong to which order

Include all return receipts in your return package

With each registered return, you will receive a return receipt by email.

This receipt contains a barcode that allows us to link the return to the correct order.

If you choose to buy our return label, remember to only choose this option on one of the registered returns

For most markets, we are able to offer you to purchase a return label from us. You can find information on which markets we offer return label for, here. When choosing our return label, the return cost is automatically deducted from the refund. Should you choose our return label on all orders, this cost will be deducted from all orders.

Before you return your order, please make sure to read our return policy.

Return

To return products in your order, register your return in our Return Portal. When registering your return, you will receive information on how and where to send your return.

Exchange

If you wish to change a product, please follow the same process as above and place a new order on the desired product.

You have the right to return your Mystery Box within 14 days from the date you received it, provided that it meets our return policy. To process the return, contact our customer service by clicking on the chat icon in the bottom right corner, and we will guide you further.

If you also purchased other products in addition to the Mystery Box that you wish to return, follow our regular return instructions.

For most markets, we are able to offer you to purchase a return label from us. If you can't find your country on the list below, we are, unfortunately, not offering return labels to your country. Please arrange for the return label yourself.

If you choose to buy a return label from us, a pdf file with a return slip will be sent to your email after registering the return. You stick the return slip on the outside of the package. Remove the previous shipping note from the package or stick the return slip on top to avoid any problems. The cost of return shipping will then be deducted from your refund.

Austria €8,90

Belgium €7,90

Czech Republic €11,90

Denmark 39 kr

Estonia €11,90

Finland €7,90

France €9,90

Germany €4,90

Greece €16,90

Hungary €11,90

Italy €11,90

Latvia €11,90

Lithuania €11,90

Luxembourg €11,90

Netherlands €7,90

Norway 69 NOK

Poland 29,9 PLN

Romania €11,90

Slovakia €11,90

Slovenia €11,90

Spain €5,90

Sweden 59 SEK

We will contact you via e-mail as soon as we have processed your return. Please keep an eye on your junk mail as well. Depending on the country of dispatch and postal service, it usually takes 7-14 days for us to receive and handle your return.

If you have not heard from us within 3 weeks, please contact contact us by using the chat button in the lower right corner.

For invoices with Klarna, to avoid reminder fees, we recommend that you pause your invoice until we handle your return. You can do this yourself in the Klarna app or contact them so they can help you. You can reach them via chat and email.

If not possible to pause the invoice, please pay the invoice and we will refund you once we have received and approved your return.

When registering your return check the following:

You have entered the same e-mail address that you provided at the time of purchase

You only entered numbers in the order number

You are eligible for a return and meet our return criteria

You can read more about our return policy here.

If you still cannot register your return, please contact us, by using the chat button in the lower right corner, for further assistance.

No problem! If you regret your return and want to keep one or more products, you do not need to do anything or contact us regarding your return.

I am sorry to hear that you suspect the refunded amount is incorrect.

Hopefully, the reasons below can answer your question:

Return cost

We deduct the costs of the return label from the refund amount in case you purchased a return label from us.

Handling fee

If your order has been returned due to any of the reasons below, we charge a handling fee of €10. This fee includes costs for shipping, return shipping, administration, and handling. The fee is deducted from the refund amount.

The wrong address was given at the time of purchase

Not picking up the package from the postal office within the specified time span

Refused the package at the time of delivery

You can find information regarding the handling fee here.

Did you still receive an incorrect refund?

Please contact us by clicking the chat button in the lower right corner, so we may investigate this for you.

You will receive an automated email when your return is handled and approved. If you have not heard from us within 3 weeks of your return, please contact us by using the chat button in the lower right corner.

After we have approved the return, it usually takes 1-5 business days for the money to be refunded to your account. The money automatically goes back to the account used for payment. If you paid with a gift card, the money will be refunded to the gift card.

If you would like a refund, please note that we will refund the paid price. If you received a promotional price, the discounted price will be refunded. If you shopped during a campaign, we reserve the right to deny you the offer/discount if your order, after return, no longer meets the conditions for taking part in the offer/discount.

For example: If you used a discount code for your order that required you to order for a certain amount, we reserve the right to deny you the discount code if the amount after returning your items is lower than the one required to use the discount code.

For purchases with package offers (example: 3 for the price of 2) the entire order must be returned for a refund.

We adjust our prices in relation to trends, stock status and demand from our customers. Price adjustments or promotions do not justify reimbursement of the price difference.