FAQs
1. What’s your return, refund and exchange policy?
⚠️ Rule for Personal Preference
Due to the blind box nature of our products, we do not offer refunds, returns or exchanges for personal preference reasons.
✅ Our Damage Guarantee
However, we take full responsibility for the items inside your package.📸 How to file a damage claim
If any products arrive damaged during shipping, please send clear photos and videos of the damage to our official email LottieSelected@gmail.com
⏰ Processing Speed
We will resolve your claim within 24 hours.
🎁 Replacement Notice
You don’t need to ship the damaged items back—we’ll send you a replacement free of charge.
2. Can I request specific items and avoid characters I don’t want?
Absolutely! We’d love to receive your detailed wishlist and special notes in the order comments. We will try to cover most of your wished items. Our top goal is to make every package fun and satisfying for you.
We will only include characters you’ve selected. We won’t add any other unwanted characters at all—we totally get how frustrating that would be.
3. What payment methods do you accept?
We support PayPal, credit cards (Visa,Mastercard,American Express,Discover), Alipay and WeChat Pay.
4. How long will it take to ship my order after I place it?
Our standard order processing window is 5–10 business days.
- If we have sufficient in-stock items to fill your order, your package will ship out within 3–5 business days.
- If our current inventory can’t make your bundle as full and cute as we’d like, we’ll source extra cute items exclusively for your order to craft a fantastic package. In this case, your package will ship out within 7–10 business days.
5. How long is the shipping transit time?
Standard delivery takes 10–18 business days to reach your address. We take breaks on all official public holidays.
6. How long until my packing video is posted?
Your unboxing video will be uploaded within 5–7 business days, depending on our current stock.
7. Why did my payment fail?
📋 Extra Helpful Tips First
💡We recommend using the Chrome browser for checkout. Paying directly through PayPal also delivers a much smoother, more reliable experience. If you’re paying with a credit or debit card and run into payment errors, switching to a different card with available funds will usually resolve the issue.
💡If all the troubleshooting steps below still don’t work, we highly recommend asking a family member or friend with a PayPal account to pay on your behalf.
📋 Common Issues & Solutions
🟢Insufficient Funds or Credit Limit:
If your account balance or credit card limit is too low, add funds to your account or increase your credit limit before attempting payment again.
🟢Incorrect Card & Billing Details:
Double-check your billing address, card number, expiration date, and CVV security code. Re-enter all information accurately and resubmit your payment.
🟢System or Device Compatibility Issues:
Wait 10–20 minutes, then refresh your checkout page. If the problem persists, try placing your order on a different device, or switch to another browser such as Chrome, Safari, or Firefox to complete your purchase.
Feel free to reach out to us anytime if you encounter any payment-related issues.
8. I haven’t received my tracking number yet
Tracking numbers are sent to your registered email once your package is officially shipped out.
If your order is still within our 5–10 business day processing window, please wait patiently—we haven’t dispatched your parcel yet.
If the processing time has passed and you still have no tracking email, check your spam/junk mailbox first, then message us with your order ID and we’ll resend the tracking info right away.
9. How can I track my order?
- Locate the shipping confirmation email we sent you, which includes your tracking number.
- Copy your tracking code and paste it into Track My Order.
- You can also send us your order number via customer service chat, and we’ll share your latest shipping updates with you.