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Customer Help

If you can't find what you are looking for in the answers, please get in touch with us directly!
How can we help?



When will I be charged?

Subscribers will be charged on the day of purchase, then automatically on the 1st of each month until subscription is cancelled, paused or skipped.

If you have purchased a pre-paid subscription you will be charged 1 time at checkout and then again 3 or 6 months later depending on which plan you have chosen.

Can I cancel any time?

Yes! You can cancel any time you like, you can also skip or pause your subscription by creating an account!

How do I cancel, skip or pause my subscription?

Please create an account using the email address you made the purchase with.

You will then be able to manage your subscription by logging in.


When is the customisation deadline?

All Subscribers will be billed on 1st of each month and will have until 6th of each month to customise their box. If we do not receive your customisation form by then we will ship your box with a randomised selection from the current month's theme to avoid delays.

How do I choose my items?

After checkout you will receive an email with a password to be able to submit this month's customisation form

Can I choose character variations?

Yes, when available we will provide you with the option to choose your favourite character items on the customisation form.

The item I want is out of stock

The customisation form will indicate if a particular item variation is ‘out of stock’.

Items are reserved on a first come first served basis and sometimes sell out.

However, items may come back in stock on the customisation form as we regularly adjust the inventory levels to check for inaccuracies in stock levels.

I can't find my customization form

You can find the customisation form here

Is the Pokémon box customisable

No, unfortunately the Pokémon box is currently not customisable! We are looking to see whether this will be possible in the future.


Where do you ship from?

We ship from our Hong Kong warehouse with tracked shipping worldwide!

What is the estimated delivery date?

After we dispatch your box you should receive it around 7 to 10 working days. We do offer a UPS express service which normally takes around 2-4 days. Please select your preferred shipping method at checkout!

Will I get charged duty fees?

No, you will not be charged any additional fees on arrival!

Still cant find the answer?

Visit the "Contact Us" page or email and we will get back to you within 24 hours.

Contact Us