FAQ

🌍 Worldwide Shipping

❓ Frequently Asked Questions (FAQ)

Q1: How long does it take to process my order?
A: Orders are processed within 1–3 business days (Monday–Friday, excluding UK bank holidays). Orders placed on Friday–Sunday are dispatched on the following Monday. You’ll receive a shipping confirmation email with a tracking number once dispatched.

Q2: Can I cancel my order?
A: Orders cannot be cancelled once placed. Please review your cart carefully before checkout.

Q3: Are there customs duties or taxes for international orders?
A: No. The price at checkout includes everything: the product cost, shipping (on selected products), customs duties, import taxes, and any additional fees.

Q4: What if my package is lost or damaged during transit?
A: MysteryGiftBag is not liable once the parcel is with the courier. We will assist you in contacting the courier to file a claim. Email customerservice@mysterygiftbag.com within 7 days with your order number and photos if applicable.

Q5: Can I return my order?
A: Return policies vary by region:

  • UK Customers: 14-day return window for eligible items (unused, unopened, original packaging, with proof of purchase). Mystery Scoops & Mystery Bags are not eligible for return or refund due to the personalised nature of the items. Damaged or faulty items must be reported on the day of delivery.
  • EU Customers: You have a 14-day right of withdrawal from the date of delivery. Items must be unopened, unused, and in their original packaging. Customers are responsible for all return shipping costs. Any original outbound shipping cost, customs duties, import taxes, or handling fees are non-refundable. Refunds may also be reduced by applicable handling, restocking, or transaction fees.
  • US & International Customers (Outside UK & EU): All sales are final. No returns, exchanges, or refunds accepted.

Final Sale Items: Mystery Scoops & Mystery Bags, flash sale items, personalised products, bonus gifts, and opened items are always non-returnable.

Q6: What makes Mystery Scoops special?
A: Each scoop is a surprise! Randomly selected items create a fun unboxing experience. All items are brand new, quality-checked, and curated. You can leave a note with your preferences, but items will depend on available stock.

Q7: How can I contact customer support?
A: Email customerservice@mysterygiftbag.com. Response within 24 hours is expected.

Q8: How can I stay updated with MysteryGiftBag?
A: Follow us on social media for promotions, news, and behind-the-scenes surprises: TikTok · Instagram · YouTube · Facebook: @MysteryGiftBag