What should I do if my box is missing an item or arrives damaged?

We sincerely apologize for any inconvenience you’ve experienced, as we strive to ensure every box arrives in perfect condition. However, since we do not have full control over the shipping process, occasional issues may arise during transit.

If you receive an item that is damaged, expired from the manufacturer, or missing (while the box itself appears to be in good condition), please contact our customer support team for assistance. You can do this by navigating to:

‘Account’ → ‘Help Center’ → ‘Open a Ticket’ section in the app, then selecting the appropriate category. In this case, choose Shipping.

• For Subscription Boxes:

  1. Choose Subscription → Select the brand

  2. Choose the specific box

  3. Select the issue: Missing Item or Damaged Item

  4. Enter the date you received the box

  5. Write your subject and provide details of the issue

• For One-Off Shop Items:

  1. Choose Shop Items → Enter your invoice number

  2. Select the issue: Missing Item or Damaged Item

  3. Enter the date you received the item

  4. Write your subject and provide details of the issue

To ensure a quick resolution, we kindly ask that you submit the following photos:

• For both missing and damaged item claims:
  • Clear photos of all sides of the box
  • A photo displaying all items received in the box

• For damaged item claims:
  • Close-up photos clearly showing the damaged part of the affected item

Compensation Options:
Depending on the issue, compensation may be provided as a replacement item, coupon code or a partial refund. Our support team will assess each case individually.

Important Notes:

• The determination of whether an item qualifies as damaged will be at the discretion of the support team.

• If the external box or packaging is damaged but the items inside are unaffected, a replacement may not be issued.

• Fragile snacks such as cookies, chips, or chocolates that may melt due to weather conditions might not be eligible for replacement.

• Minor cosmetic imperfections, such as small scratches, may not qualify for compensation.

• Issues must be reported within 7 days of receiving your box due to inventory availability.

• If the missing item is out of stock, store credit may be issued instead.

• Approved replacement items will be shipped with the next available shipment.

If you have any further questions, feel free to reach out, and we’ll be happy to assist you!