We'll always do our best to offer you a replacement for your damaged and missing boxes, orders, and items. Replacements ship in a separate package with a tracking email within 15 days from the time the replacement is requested.
Subscription boxes & store orders:
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.
Order was returned to our warehouse: please reach out to us at your earliest convenience with your complete shipping address.
Order was lost while shipping: It’s totally normal to go a few days without seeing a tracking update. If your tracking information hasn’t updated in 10+ days, please contact us with your complete shipping address.
Order hasn’t shipped: Boxes and store orders have different shipping windows. See below:
- Boxes ship with a tracking email within 15 days from the date of purchase. Please check your Spam/Junk folder for your tracking email just in case. If you haven’t received a tracking number within 15 days, please contact us.
- Store orders ship through the following month. For example, if an order was purchased in the January store, it may ship through February. PopUp orders ship separately from your box, and Add-On orders may ship with your box or in separate package (see the articles below for more information). It may take multiple shipments to complete your order, and every tracking email you receive will include an itemized list of the contents within that shipment. Items not listed will ship separately. If it’s been longer than the shipping window, please contact us.
Subscription box(es) shipped to previous address: Address changes must be made prior to the 1st day of the month in order to take effect for that month’s box. If your box shipped to the previous address on file, please contact us within 30 days of shipment and include your new shipping address in your message. In this case, you are eligible for a one-time replacement box.
⭐️We are unable to offer a replacement for a box when the tracking information is no longer available by the carrier (typically after about 90 days).
⭐️We cannot guarantee that you will receive the same box variation but we will always try our best to make sure you do.
Damaged items:
- If you receive a damaged item, please contact us within 30 days of receiving your box and provide a photo of the damage next to the shipping label of your box. The box and item must be photographed together in the same picture like in the example below (please do not blackout your name and address):
- If you have a quality concern, please include the batch number of your item in addition to a photo of the item next to the shipping label of your box. The batch number is usually a few digits printed on the side or back of the packaging.
- If your concern is related to expiration, please include a picture of the expiration date with the shipping label of your box in your message.
Missing items:
Boxes: If an item is missing from your box, please contact us within 30 days of receiving your order.
Store orders: It may take multiple shipments to complete your order, and every tracking email you receive will include an itemized list of the contents within that shipment. To determine if your complete order has shipped, please refer to your order confirmation email and the itemized list in your tracking email(s). Items not listed will ship separately. If an item is listed in your tracking email but missing from your order, or if it’s been longer than the shipping window, please contact us.
⭐️Sometimes, we run out of stock of replacements. Although we’re unable to guarantee the same item or style of product if this occurs, we’ll always try our best to do so. If no replacements are available, we'll provide you with Charms instead toward a new item of your choice from the Charm Room.
One-time product offerings, outside of subscription product and Charm Room offerings, will be subject to refunds, credits, or replacement items, based on availability.