FAQs — Frequently Asked Questions
Find answers to the most frequently asked questions here — from ordering to delivery. Our mission: to provide you with a seamless experience, from start to finish.
Didn't find your answer? Contact us
General / About
🧩 What's a blind box?
A blind box, or mystery box, is a surprise box containing a random product. The concept: you only discover the contents upon opening! Each blind box is designed to offer an experience of surprise, collection, and enjoyment, whether it's a figurine, an accessory, or a collector's item.
🎁 How do blind boxes work on your site?
On our store, you choose a themed blind box collection (figures, collectibles, accessories, etc.) and place your order. The content of each box is randomly selected from several possible models, making each unboxing unique. Some boxes even contain rare, exclusive, or limited-edition items, perfect for collectors.
❓ Why are the items mysterious?
Mystery is an integral part of the experience! Our blind boxes are all about surprise, curiosity, and the joy of discovering an unexpected product. It's a fun approach that transforms shopping into an exciting and playful moment, while fueling collectors' passion.
🔢 Are blind boxes limited in quantity?
Yes. Each blind box collection is produced in limited quantities to ensure the rarity and value of the products. Once sold out, these series are generally not reissued, making them exclusive pieces sought after by fans and collectors.
🔄 How often do you release new collections?
We regularly release new series of blind boxes throughout the year: according to seasons, trends, exclusive collaborations or special events. To be informed first, subscribe to our newsletter or follow us on our social media (see footer)
Order
🧾 How to place an order?
To order a blind box, select the box or mystery collection of your choice, add it to your cart, then complete your secure payment. Once the order is confirmed, you will immediately receive a confirmation email containing your purchase details.
📦 Can I order multiple blind boxes at once?
Yes! You can add as many blind boxes as you want to your cart, including from different collections. For some series, it's even possible to purchase the complete set, which is ideal for collectors who want to obtain all the variations of a single collection.
🎁 Can I choose the item I'll receive in my blind box?
No, that's precisely the principle of mystery boxes: the surprise! Each blind box contains an item chosen randomly from several available models. All boxes offer products of equivalent quality, and some may contain a rare or special version, called the "secret".
✏️ Can I change or cancel my order after placing it?
Yes, as long as your order has not yet been shipped, it is possible to modify or cancel it. Contact us as soon as possible to check the status of your order and make the necessary changes.
👥 Are orders reserved for members or open to everyone?
Our blind boxes are available to all customers, with no obligation to create an account. However, creating a customer account allows you to track your orders, access your purchase history, and enjoy exclusive benefits reserved for our loyal members. 😉
Payment
💰 What payment methods do you accept?
We accept major credit cards (CB, Visa, Mastercard, American Express), as well as PayPal, Apple Pay, and Shop Pay depending on your region. All payments are secured and processed through reliable providers to guarantee a simple and safe payment experience.
🔒 Is the payment secure?
Yes, your transactions are fully secured with an advanced encryption system and fraud detection measures. Additionally, to enhance the protection of your data, it is recommended to secure your account with two-factor authentication, protecting your personal and financial information.
When will my account be debited?
Payment is debited upon validation of your order. You will automatically receive an email receipt or invoice confirming the transaction and your purchase details.
🎟️ Can I use a promo code?
Yes! You can use a promo code or a gift card at the payment stage, in the designated field, before confirming your order.
The total will be updated automatically after the discount is applied.
By subscribing to the newsletter, you can get 10% off your first order!
Delivery
🕒 What are the delivery times?
Our orders are generally prepared within 24 to 48 hours and delivered according to your location and the chosen shipping method:
Home delivery:
- Metropolitan France: 2 to 4 days
- Belgium: 3 to 5 days
- Luxembourg: 3 to 4 days
- Spain: 3 to 7 days
Delivery to a relay point:
- Metropolitan France: 3 to 4 days
- Belgium: 4 to 5 days
- Luxembourg: 4 to 5 days
- Spain: 6 to 7 days
⚠️ Lucky Charm cannot be held responsible for delays attributable to the carrier. In case of lost or damaged package, contact us immediately to find a solution.
🌍 Do you ship internationally?
For now, we deliver to metropolitan France, Belgium, Luxembourg, and Spain.
Other destinations will be available soon.
🔎 How can I track my order?
Once your order has been dispatched, you will receive a confirmation email containing a tracking number and a link to track your parcel in real-time, whether it's being delivered to your home or a pick-up point.
⚠️ If your parcel does not arrive within the indicated timeframe or if the tracking status has not changed, please contact us as soon as possible so that we can resolve the issue with the carrier.
❓ What if my order is lost or damaged?
Please contact our customer service team as soon as possible with your order number.
We will open an investigation with the carrier and propose a suitable solution.
🚚 Are delivery fees included?
Shipping costs are calculated automatically at checkout based on the package weight and destination.
Products
📏 What size and type of items are in the blind boxes?
Items vary by collection: figurines, accessories, collectibles, etc.
Each product page indicates the type and size of items you may receive so you know what to expect.
✅ Are the items official/licensed?
Yes. All our products are authentic, official, or from licensed partnerships with recognized brands and creators.
Proof of authenticity is directly affixed to the products where applicable, guaranteeing their originality and value for collectors.
💎 Do blind boxes always contain the same value?
Yes. Each box contains a product with a value equal to or greater than the price paid.
Some boxes may even include rare or premium items, called "secrets", highly sought after by collectors.
🌟 Are there any limited or rare editions?
Absolutely!
Some blind boxes contain special, rare, or numbered versions, making them particularly attractive to collectors and enthusiasts.
Returns and Exchanges
❌ Can I return a blind box if I don't like what's inside?
No. Returns for personal reasons are not possible due to the random and surprise nature of blind boxes.
Each box contains a mystery product, which makes returns for "personal preference" impossible.
🔄 How does an item exchange work?
If an item is defective or incorrect, please contact our customer service department with a photo of the product in question.
We will arrange a prompt exchange or replacement to ensure your satisfaction and compliance.
💸 Are return shipping costs my responsibility?
Return costs are covered by our service only if the product is defective or if it is a preparation error.
⚠️ For any other ineligible return, the costs remain the responsibility of the customer.
📝 How do I exercise my right of withdrawal?
In accordance with European legislation, the customer has a 14-day period from the receipt of the order to exercise their right of withdrawal.
To be eligible for return:
- Products must be unopened, in their original condition, and with intact packaging.
- Return shipping costs are the responsibility of the customer, except in the case of a defective product or preparation error.
Once the products are received and verified, the refund will be issued within 14 days via the original payment method.
⚠️ If the return conditions are not met, we reserve the right to refuse the refund.
🌟 Is there a warranty for defective products?
Yes! Any product with a defect is covered by our terms and conditions of sale.
We will offer an exchange or a refund, as appropriate, to ensure customer satisfaction.
Politics
🔄 Return and Refund Policy
Please refer to our dedicated page:
Refund Policy
🔒 Privacy Policy
To learn more about how your data is protected:
Privacy Policy
⚙️ Terms of Service
Discover the rules for using our services:
Terms of Service
📜 Terms and Conditions of Sale (TCS)
All information on your rights and obligations:
Terms of Sale