We'll always do our best to offer you a replacement for your damaged and missing boxes and items. Replacements ship with a tracking email within 15 days from the time the replacement is submitted.
Boxes:
Box was marked as “delivered” but not received: Because packages are updated in the system prior to being physically dropped off, please allow 24 hours from the time your package was marked as “delivered” to receive it. If it’s been more than 24 hours, please reach out to us within 30 days and include your shipping address in your message. For boxes that are marked as delivered but not received, you are eligible for one replacement per calendar year.
If your box was never delivered, please send us an email with your best shipping address as soon as possible and we will further assist you.
⭐️Please note that we cannot guarantee that you will receive the same variation but we will always try our very best to make sure you do. ♡
⭐️We are unable to offer a replacement for a box when the tracking information is no longer available by the carrier.
Damaged items:
If you receive a damaged item, please send us an email within 14 days of receiving your box with a photo of the damage next to the shipping label of your box. Both items must be photographed together, in the same picture.
Please send us a picture like the one above. Please don't black out the name and address.
Missing items:
If you're missing an item from your box, please reach out to our Support team within 14 days of receiving your box.
⭐️Sometimes, we run out of stock of replacements. Although we cannot guarantee the same item or style of product if this occurs, we will try our very best to make sure you do. If no replacements are available, we'll provide you with Charms instead so that you can enjoy a new item of your choice from the Charm Room in its place.
⭐️Replacement item(s) ship in separate packaging and you'll receive an email with your tracking number once it ships.
One-time product offerings, outside of subscription product and Charm Room offerings, will be subject to refunds, credits, or replacement items, based on availability.