Frequently Asked Questions

Here are the most frequently asked questions from the Mystery Box Shop community:

Can I cancel, change my name or my address after the order has been placed?

- Once the order has been placed, it is unfortunately no longer possible to cancel or modify the delivery information for security reasons. We recommend that you carefully check the information provided to be sure that the fields filled in are correct.

How can I complain about my order?

- For all complaints, you can contact customer service through our email address or directly by chat and submit your first and last name, the associated email address and your order number

You will get an answer within 24 hours maximum.

How is the delivery going?

- We ship from France to the whole world.

• In France you will be served by Colissimo or UPS as desired.

• Upon notification of your order, we ship your box as soon as possible.

• We provide you with tracking available immediately after shipment. Maximum delivery time: five working days

How can I track my order?

- Once you have received your tracking number, you can go directly to the site: La Poste or to the site: UPS

How can I pay for my purchases?

- Your shop accepts credit card payments via ShopPay, a 100% verified and secure organization for purchases with complete peace of mind.

The site is secured by an SSL certificate.

We are never in possession of your bank details.

• Fill in your card information: number, expiry date, visual cryptogram (last 3 or 4 digits on the back)
• Additional authentication may be requested to secure the transaction.
• Payment is immediate, your order is shipped upon validation.

Can I pay for my order in several instalments?

- If you wish, you can pay for your purchases in three instalments thanks to our partner Klarna.

• Validate your order, wait to be redirected to Klarna, then fill in your card information: number, expiry date, visual cryptogram (last 3 or 4 digits on the back)
• Additional authentication may be requested to secure the transaction.

Why do I have only one tracking number for several boxes? Can I pay for my order in several instalments?

- When you order several boxes on our shop, your order can be assembled into one to facilitate transport and the speed of your delivery.

Where can I apply a discount code?

- To use a discount code copy it then paste it in the section provided for this purpose when validating the order, the code will be applied automatically.

Why is my payment declined?

- Your payment may be refused for two reasons:

• Insufficient funds: in this case please contact your bank.

• Your card number represents a high risk rate (error message: "High Risk"): in this case please empty your caches and your cookies by deleting your history, if the problem persists, contact your bank.

Why create a MysteryBoxShop account?

- With a MysteryBoxShop account you will be able to access the status of your orders directly from your personal space and thus always have an eye on the follow-up but also the promotions to come as well as access to private sales.

How are the returns going?

- If 15 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.

• The return must be made according to the rules established by our return policy.

• Sale items are not refundable.

Contact us by email or directly by chat for more information

How do I stop receiving marketing emails?

- To no longer receive marketing emails, go to the bottom of one of our emails and click on unsubscribe, follow the procedure.

If the emails persist after this manipulation, do not hesitate to contact us, we will ensure that they no longer arrive.

How to choose the size of the articles?

- Select your usual sizes, do not hesitate to contact us if you have any concerns, we will be able to adapt and meet your requirements.

Can I refer a friend?

- A sponsorship system is coming very soon.

How can I make a complaint about the site?

- For all complaints, please contact customer service via our email address.