Refund & Returns Policy

Last updated: July 2026

At Surprisebox, every box is carefully curated, assembled, and quality-checked before it leaves our hands. Due to the nature of our premium curated gift boxes — which contain perishable, personal care, and custom-assembled products — all sales are final and we do not accept returns or offer refunds for change of mind.

We ask that you please choose carefully before placing your order.

Damaged or Incorrect Orders

We take great pride in the quality of every Surprisebox. If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at hello@surpriseboxs.com.au with:

Your order number
A description of the issue
Clear photos of the damaged or incorrect item(s)

We will assess each case individually and, where applicable, offer a replacement or store credit at our discretion.

Non-Refundable Items

The following cannot be returned or refunded under any circumstances:

Curated gift boxes (opened or unopened)
Perishable goods (food, candles, bath products)
Personal care and skincare items
Custom or personalised products
Sale or discounted items
Gift cards

Return Delivery Costs

In the rare event that a return is approved (e.g. damaged or incorrect item), the customer is responsible for all return delivery costs unless the item is confirmed faulty or incorrect on our part. We recommend using a tracked postage service as we cannot be held responsible for items lost in transit.

Order Cancellations

Orders can only be cancelled within 2 hours of being placed, provided they have not yet been packed or dispatched. To request a cancellation, contact us immediately at hello@surpriseboxs.com.au. Once an order has been packed or dispatched, it cannot be cancelled.