FAQs

Mistakes happen, we totally understand! We are here to help, so all you need to do is email us at support@surpriseadventure.co.uk within 1 business day and we should be able to rectify your order. We aim to ship out the kits as soon as possible, so the sooner you let us know what needs to be amended, the better. 

Simply send an email to support@surpriseadventure.co.uk with the new shipping address that you would like your kit to be sent to within 1 business day and we should be able to change it for you. We aim to send out the kits as soon as possible, so the sooner you can let us know the correct address, the better.

We offer fast delivery of 1-3 business days as standard, so if you would like your delivery to be a litte faster, then select 24 hour delivery when you checkout. 

We apologise deeply on behalf of Royal Mail for any damage which might have be caused in shipping. 

Please take photos and/or a video to demonstrate the severity and extent of the damage of the item.

Please fill out the form below

First and foremost, we sincerely apologise for the inconvenience you’ve experienced with Royal Mail. We truly value your patience and understanding.

To rectify this promptly, we’re keen to send out another package to you. Could you please confirm if the same address would be suitable, or if there’s an alternative location you’d prefer?

Your satisfaction is our utmost priority. Please let us know how we can further assist in ensuring a seamless experience for you.

Please fill out the below short form:

Your item will have been dispatched within 1 business day. We’ve partnered with Royal Mail, who are responsible for delivering it within the 48 hour timeframe as promised.

Just a heads up, any updates or communications regarding your order would come from our dedicated support email: support@surpriseadventure.co.uk.

If you’d like more detailed information, such as your shipping label and tracking number, please don’t hesitate to ask. We’re here to help!

Great qu! It can be found in the ‘your item has been dispatched’ email.

Firstly; We would like to apologise on behalf of Royal Mail for any issues with your delivery.

This is exactly why we pay premium for Royal Mail tracking for when our hard working customers need to locate their items!

Please check your tracking number with Royal Mail for any extra details. As outlined in our terms, they have up to 10 working days to complete the delivery. I understand the anticipation and would recommend looking out for any notification or slips from Royal Mail in the meantime.

Is there a reason as to why Royal Mail might be struggling to deliver this item to you?

Should there be any mishap and the item doesn’t reach you within the given timeframe, please be assured we stand ready to dispatch a replacement promptly, ensuring it reaches you well before your deadline.

Your satisfaction and peace of mind are paramount to us

Firstly; We would like to apologise on behalf of Royal Mail for any issues with your delivery.

Please email the team (email address below) with your order number and details so that we can look into this for you. We will escalate the issue immediate with our account manager at Royal Mail and will ensure that you get your item asap. 

We send out all parcels via Royal Mail. Please wait 3-5 days to receive your order, however your order should arrive within 1-2 days. We aim to despatch orders on the same day as the order is placed. If you wish to get more information regarding the delivery status of your order, please contact us directly.

While we’re not responsible for lost/stolen packages once the courier marks them as delivered, we’d be happy to help you locate your missing order. Please follow the steps below:

• Check with your family or neighbours as it’s possible that one of them received the package on your behalf.
• Check exterior doors or other places where the courier may have left your package (e.g. behind a plant). There’s a possibility that the courier left the package out of plain sight to ensure its safety (especially since these parcels do not require a signature)
• If you still can’t locate the package after this, please let our Customer Service team know that your order is missing and share your order number with them.

Below are the common reasons why packages get sent back to us:

• The address on file is incorrect. To ensure the smooth delivery of your package, please double check your shipping address before placing your order.
• The recipient isn’t available to accept the delivery.
• The recipient or a family member refused to accept the delivery.

If the courier wasn’t able to successfully deliver the package, they’ll hold on to it in a nearby distribution center. If the retaining period is exceeded and the package remains unclaimed, it gets returned to the sender.

If your package has been returned to us, we’d be happy to reship. Simply send your updated shipping address and order number to our Customer Service team via our contact page. We can also provide a refund (less shipping and handling charges).

We take rigorous measures to ensure that everything is shipped to you. In the rare event that something does go wrong, please reach out to our Customer Service team. Let us know what happened and share your order number so we can pull up your order details. We’d be happy to reship the missing item to you.

The subscription is free and is just to our email list

 Select the unsubscribe button at the bottom of our emails.

If your item has not been dispatched already (you will know from not having received a dispatch email from us), then contact us so that we can change the address for you as soon as possible. 

If your item has already been dispatched (you will know form having received an email from us), then please try to get the item redirected to you. Please also try to reach out to Royal Mail to get them to redirect the item to your direct address.

If you have tried and failed with the above options; Then please reach out to us with the email address below. 

Unfortunately we are unable to refund the £2.70 (postage cost from us to you) which was a cost incurred through sending the item to yourself. This service was undertaken by Royal Mail (a third party organisation) and was undeniably executed. Therefore this is a cost which was incurred by us (on your behalf due to it being free shipping) which we are unable to be refunded due to the aforementioned reason. 

We are also unable to refund the postage cost of your return (from you to us).

if the item is ‘faulty’ then we can refund this cost up to £2.70 through refunding you in full for your original transaction.

We appreciate that the aesthetics of your book might not have been up to our usual standard and to your full satisfaction. However if the team inspected the book before (through your photos provided) and after it’s returned to us (physically) and it is still found to be since this was an ‘aesthetic imperfection’ opposed to something which would affect the function of the item, the book will be deemed as being returned out of choice opposed to the inability for it to function so to speak. We will have offered an exchange to improve your satisfaction of the product, opposed to it being a necessity for its full use.

We are so sorry that you feel this way, and were wondering if there was anything that we could do to increase your satisfaction with your order? 

Please fill out the form below:

Good News! One free gift (an additional set of 40 stickers) is automatically added to each double order. It is not two free gifts.

They can be stuck into the ‘Extra’s/Roulette’ part of the book or this part can be used for extra photos. 

As per your confirmation email from us:

You can decide on whichever photos you want (you can pay extra for the polaroid style ones) or you can use the free photos that the have shown you access to. It is completely your choice 🙂

Thank you for your interest. I’m pleased to share our affiliate link with you: https://www.snapfish.co.uk/free-prints-app. (they can each download the app and have their own 600 photos)

For any discounts, do check the special page located towards the end of the book. 

The purchase of our products provides people with the discounts that are stated within our website. We aim to make customers aware of the discounts which are available to them through our affiliations with SnapFish and discount providers. 

These are “extra” parts of the bundle which we have decided to provide to customers and are not the core experience in which people are purchasing from us, they are simply an extra addition to our value offering which most customers appreciate as being valuable to them.

If you are solely looking for SnapFish photos then please go to their website and purchase them irrespective of our product. 

If you have already used these free prints with SnapFish then please take a look at the alternative providers in the question below:.

9046493_&esl-k=sem-google%7Cng%7Cc638358412699%7Cm%7Ck%7Cp%7Ct%7Cdc%7Ca107778090853%7Cg11014879174&gclid=Cj0KCQiAyKurBhD5ARIsALamXaGjvm8FT4Y88I8A7r5XHVqZrsYAexj6OYiQ2pizM2V4NP7LLJhK1P4aAkcZEALw_wcB”>https://www.photobox.co.uk/free-prints-app?utm_campaign=kenshoo_ggl_11014879174_107778090853_638358412699_dsa-43357978035_c__g

9046493_&esl-k=sem-google%7Cng%7Cc638358412699%7Cm%7Ck%7Cp%7Ct%7Cdc%7Ca107778090853%7Cg11014879174&gclid=Cj0KCQiAyKurBhD5ARIsALamXaGjvm8FT4Y88I8A7r5XHVqZrsYAexj6OYiQ2pizM2V4NP7LLJhK1P4aAkcZEALw_wcB 

FreePrints:

https://www.freeprintsapp.co.uk/landinggoog?perfmax&gad_source=1&gclid=Cj0KCQiAyKurBhD5ARIsALamXaGtAPYC3a1F6tgTrZ19-X-FyQnJIbXcSGLd4Ny2_ekUs1B9l0hpgI8aAlDIEALw_wcB 

Free Photo Printing:

https://www.freephotoprinting.co.uk 

If you have any further questions or need assistance, please don’t hesitate to let me know. Your journey with us is of the utmost importance.

Any issues: please ask Snapfish any question regarding how to utilise the photos on their app.

PhotoBox: