FAQs

How can we help? Maybe your question has been answered already.

What if I need to modify my order?

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. 

What if I need to change my shipping address?

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.

Can I get same day delivery?

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. 

What payment methods do you accept?

We accept all major credit and debit cards and Paypal. At this time, we do not accept cash, cheques or money orders.

Where do I put my coupon code?

If you’re using a computer or a mobile phone, please refer to the steps below:

  • Add the item(s) you wish to purchase in your cart.
  • Click on the “VIEW CART” button. You can now enter your coupon code in the box “Coupon code” and click apply coupon.
  • You should see the new order total once the code has been applied.
Why can't I successfully apply my coupon code to my order?
  • The code is no longer valid. Most of our codes have an expiration date. So if your code is not working, it’s possible that it’s already past the expiry date.
  • The code has already been used. Most of our coupon codes are single use. If you have already used a coupon code in the past, you will likely not be able to use it again for a second purchase.
  • Your code didn’t meet the minimum order requirement. Some of our codes have a minimum order requirement.
Can I use more than one coupon code per order?

Unfortunately, only one coupon code can be used per order on our website.

How can I confirm that my order was placed?

Once you’ve placed your order, you will receive an order confirmation email containing your order number. If you created an account on our website, you can locate the order confirmation there as well. If you still can’t find your order number, please feel free to reach out to our Customer Service team via our contact page.

Where is my order and how can I track delivery progress?

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.

My parcel is missing, what should I do?

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.
Why was my parcel returned to sender?

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).

Something is missing from my order

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.

Can I cancel my order?
If you’ve placed an order with us and qualify for a cancellation, please note that there will be a £5.00 restocking fee applied to the order. This is simply because we ship items out so quickly (within 1 business day) that there is a chance that we would have already sent it out to you.
Do you provide any kind of warranty?

If you aren’t happy with your Surprise Adventure book for any reason, you’re 100% covered — just return your order in it entirety (the Surprise Adventure book, the stickers ) in the same condition as delivered to you within 14 days from the date of receipt for a quick and easy refund. 

Please refer to our returns policy for more information on the warranty and returns procedure.

Where are your products made?

All of our products are designed, and manufactured in the UK, and fulfilled via Royal Mail.

Do I have to do the adventures in order?

No, you can peel the stickers to reveal the stickers in any order. We have numbered the adventures so that you can easily identify which sticker should be placed on which page

How flexible are the adventures?

You can make the adventure your own and put your own stamp on it, We provide some guidance, but we strongly encourage you to put your own twist on it.

How much does each adventure cost to do?

The cost of doing the adventures range from free, to £150, but the vast majority are within the £10-30 range.

Still have a question?

Please contact us at support@surpriseadventure.co.uk for more information.

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