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Frequently asked questions
What is the return policy?
We offer a 14-day full refund policy for products that are returned unopened and un-tampered with. Unfortunately we do not accept returns on opened products, unless any items inside are damaged - if this is the case please contact us via the online form and we will correct any issues as fast as possible!
To return a product please complete a contact us form and label it 'RETURN + Your order number' and we send you further information and begin to process your return.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location, however, we aim for 3-5 working days in the UK.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
How many items will I receive per box?
All boxes gaurentee a minimum of 4 items - some may include more depending on your luck.
I have ordered a box before, if I order another will I receive the same items?
We aim to avoid duplicated items across same customer orders by keeping a log of what has been sent to each customer, however, this is not always possible in every case.
How do I redeem my golden ticket?
Congratulations! If you have found a golden ticket it's now time to claim your prize. In order to do so you need to complete the following two actions:
- Complete a contact us form, and include the unique code on your ticket to confirm you are a valid winner.
- Upload a picture of your mystery box (with your winning ticket) and tag our socials @the.ace.box on TikTok or @the ace box on Facebook.
We will confirm the details and send you a confirmation email informing you that your random prize is on its way as soon as possible.
Note: When completing the form remember to include your preferred hand and hand size incase you have won a glove.
Disclaimer: Golden Tickets are randomly distributed and not every box contains one.
Can i request specific items in my mystery box?
The short answer is no. If we allowed that then there would be no mystery.
Are the boxes suitable for under 18's?
Overall, yes. The only box which may include some inappropriate items is 'the hackers box' which may include some items which are not suitable for under 18's, therefore, buyers discretion is advised.
Do you ship internationally?
We currently only ship to mainland United Kingdom. We are working hard to increase the number of places we ship to and hope to be able to update you with new locations soon.
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