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:

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.

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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: