General Questions
What's inside the L.O.L. Surprise! Box?
The L.O.L. Surprise! Box is a collector's box packed with adorable official L.O.L. Surprise! Box apparel and accessories!
Who makes this box?
The L.O.L. Surprise! Box is built by CultureFly, an official licensee of L.O.L. Surprise! and MGA Entertainment.
Where can I purchase these boxes?
You can now purchase boxes only on the main CultureFly website.
What happened to the ongoing subscription box?
Unfortunately, we’ve decided to discontinue the L.O.L. Surprise! Box subscription and plan to stop producing it. You will not be charged for any future boxes. We appreciate the support for boxes and we hope you check out what we have in store for future products on our main website. If you have any further questions, please email our customer service at contact@thelolsurprisebox.com.
Account Questions
I had an account with you and I need to access it. How do I sign in?
You can log in under the Log In section of our website's menu and view your account. You can edit any information you have in your account. We will no longer be continuing the subscription box service, so will not see any future subscription charges from us. If you still need further assistance, please email contact@thelolsurprisebox.com.
Exchanges and Returns
An item was broken or damaged in my L.O.L. Surprise! Box. What should I do?
Any damages, refunds, or replacement requests must be requested within 30 days of receiving your shipment. Due to inventory changes, we do not guarantee that all requests will be accommodated as requested. Once processed, you will be asked to verify your shipping address and you will receive new tracking information.
We do not offer refunds or replacements for items that have been used, washed, or tampered with.
You may reach out to our customer service attaching photos or videos of your damaged product in an email with the full name and email associated with the account.
We will be able to replace the item/s unless the item is not in stock, then we will offer a refund for the damaged item.
Please do take note that waiting for a replacement can take up to 8 weeks.
Send an email with a picture of the damaged item to: contact@thelolsurprisebox.com
If, for any reason, a full return of the box is approved, the box will need to be returned to us unopened and in the original shrink-wrap.
How long do returns take to process?
Returns take 3-5 business days to be processed.
How long does it take for a refund to process?
If you are receiving a refund through your bank, it should take 7-10 business days for it to process.
I received the wrong apparel size. What should I do?
Depending on apparel availability, our customer service team will be able to help. Please send an email to contact@thelolsurprisebox.com.
Please note: We are not responsible for the payment of the return shipping. However, if you are exchanging an item for another one, the new item will be shipped back to you for free. If the item doesn’t fit and you would prefer a refund we will credit you back on the card you used for the purchase. However shipping costs will not be refunded.
My shipping box is dented or damaged. What should I do?
We put a lot of thought into designing our boxes to make sure they are visually appealing. Please keep in mind the box is primarily for shipping and is designed to protect what’s inside. We do not offer replacements for any damaged box.