Frequently Asked Questions

The Basics

What is SnackSurprise?

SnackSurprise is a subscription service for those who love trying snacks from around the world. Each month we deliver a box of snacks to your door from a different country. The snacks and country for a particular month are a total SnackSurprise! For example on month A and B you may receive a box of the best tasting snacks from Australia and South Africa, respectively. We will reveal the country of the box after the month has ended – so the surprise isn’t spoiled.

How do i join SnackSurprise?

It’s pretty simple, just press the “join now” button on our site, then select what kind of payment plan suits you and provide all the necessary details. We will then take over the process of feeding you the best tasting snacks from around the world.

What kind of snacks do I receive in my box ?

You can expect to receive snacks from sweets to crisps to biscuits to chocolates and lot more. We include all types of snacks and only pack the best and most delicious snacks from around the world! You can get an idea of the snacks we send by checking out our previous month’s box.

How many snacks do I get?

Currently we do three types of boxes, the Mini SnackSurprise box, the Original SnackSurprise box and the Premium SnackSurprise box. The Mini box contains 5+ full size snacks, the Original box contains 10+ full size snacks, and the Premium box contains 20+ full size snacks. Furthermore, both the Original and Premium boxes contain drinks for no extra fee!

How long are your subscription plans?

We offer a monthly, quartly (e.g., pay every 3 months), half a year and yearly subscription plan. Unlike gift plans, normal subscriptions will automatically renew until you cancel them. You can cancel your plan at any time from your account settings, or you can contact us.

Can I choose which snacks I receive?

Unfortunately not. This is because the whole point of SnackSurprise is to be surprised with a monthly box of snacks from a mystery country (don’t worry we pick a variety of different and best tasting snacks, so you wouldn’t be disappointed!). Although, if you would like a particular kind of snack, please contact us, we would love your input!

Are the snacks in my box chosen from a different country every month?

That’s correct! Each month’s box will feature snacks from a different country in the world. The country you’ll receive is a secret until you receive the box! The county will be revealed at the end of each month.

I just placed an order. How do I know what snacks will be in my box?

The snacks you will get in your box will remain a mystery until you receive the box. But don’t worry, your box will include an information card that provides the names of all the snacks inside of your box – including nutritional/allergic/vegetarian information.

I have a food allergy. Is SnackSurprise right for me?

We include a nutritional breakdown of every item in our boxes along with a list of ingredients. It will also be useful if you warned us of your allergies by either contacting us or during checkout in the “additional information field”, this is so we can try to take special care with your order. Please note, that we can not cater for all allergies and some items maybe unsuitable – it is your responsibility to read all the ingredients provided, carefully.

Is SnackSurprise suitable for vegetarians?

We try not to use any snacks that are made of meat products and contain gelatine to make our products suitable for vegetarians! However, we can NOT guarantee that all products will be suitable for vegetarians, but we do include a nutritional breakdown of every item in our boxes along with a list of ingredients and a V sign next to the products that are suitable for vegetarians.

It will also be useful if you warned us of being a vegetarian by either contacting us or during checkout in the “additional information field”, this is so we can take special consideration with your order!

Do you donate to charity?

Yes! We donate approximately 20% of our profits towards a cancer charity with every box you buy! You’re not only enjoying the best tasting snacks from around the world but you’re also contributing towards helping the less fortunate. You can additionally donate towards our charity of choice during checkout, if you’re feeling generous.

Orders and Refunds

Do i need an account to place an order?

Yes you will need an account when subscribing. This is important as it will allow you to manage your personal information, track your orders, cancel your subscription etc.

How do i track my order?

You can track your order every month using the tracking number we email you. If you have any problems or didn’t receive your tracking number, please contact us.

How can i cancel my subscription?

You can contact us or you can cancel your subscription by yourself. To do it yourself follow the instructions below.

  1. Navigate to the My Account page.
  2. Scroll down to the “My Subscriptions” table.
  3. Press the “view” button next to your subscription you want to modify. You will then be directed to a page where you can, cancel or suspend an active subscription, change your subscription plan, change the payment method used for automatic recurring payments, etc.
  4. Select the appropriate action and you’re done.

Please note, there’s a cool down period of 48 hours before you can cancel your subscription, after your first order.

Can i pause my subscription?

Yes you can pause your subscription by either contacting us or doing it by yourself. To do it yourself follow the instructions below.

  1. Navigate to the My Account page.
  2. Scroll down to the “My Subscriptions” table.
  3. Press the “view” button next to your subscription you want to modify. You will then be directed to a page where you can, cancel or suspend an active subscription, change your subscription plan, change the payment method used for automatic recurring payments, etc.
  4. Select the appropriate action and you’re done.
How do i change my subscription?

If you would like to change your subscription plan, i.e. from monthly to quarterly, then you can do it by contacting us or by yourself. To do it yourself follow the instructions below.

  1. Navigate to the My Account page.
  2. Scroll down to the “My Subscriptions” table.
  3. Press the “view” button next to your subscription you want to modify. You will then be directed to a page where you can, cancel or suspend an active subscription, change your subscription plan, change the payment method used for automatic recurring payments, etc.
  4. Select the appropriate action and you’re done.
How soon are my orders processed?

Your orders are processed within 24 hours of us receiving them. If there is any issues with processing your orders we will immediately contact you. Please note, this is not reflected in your order status, i.e., your order will remain as processing until it has been dispatched. When your box has been dispatched, it is marked as completed.

Do i get refunded if i cancel my subscription early?

If you would no longer like to receive your SnackSurprise box and your subscription is currently active, you are solely responsible for cancelling your subscription before it renews. In the event that your subscription renews and you request a refund for the processing renewal, the following fee(s) will be deducted from the total refunded amount based on your current billing schedule:

Every 3 Months – £6.00
Every 6 Months – £12.00
Every 12 Months – £18.00

Please note, if you would like to request this you must do it within 14 days of your subscription renewing!

What is your policy on refunds/exchange ?

Snacks are not returnable after purchase. If for some reason you are not satisfied with your box, please contact us and we will gladly read your feedback as we are always trying to improve the experience.

Please note ALL SALES ARE FINAL and refunds are only issued at our discretion in rare cases.

How do i give a gift?

To give a gift simply click the “Give a Gift” button. Then, follow the prompts and complete the checkout. It’s important to use the shipping address fields for the giftee’s details.

What if my box is lost or stolen?

If you have not received your box, please be sure to check your tracking number. If your tracking number says it has been delivered, we suggest first checking with your neighbour, or someone who might have a similar address to you, in case it might have been delivered there by mistake. If you still cannot locate your box, you will need to file a claim with the delivery service. In such cases it’s important to contact us too, so we can assist you.

What if my box is damaged?

If your box is damaged when it arrives or you suspect your snacks are missing, you can contact us with pictures, and we will help look into the issue for you.

What if I don’t like the snacks I receive?

We try to ship the best tasting snacks every month to you. Sometimes you might not like them due to different cultures having different taste buds, but don’t worry we get new snacks in all the time, which means there’s snacks for everyone.

Do you accept returns?

No! All sales are final and we don’t accept returns as the snacks our perishable. If you have any problems with the box you have received, you can contact us and we will try to help you.

Who should i contact if i have any queries?

You can contact us directly, we love hearing from you.

Shipping Information

Where do you currently ship to?

We ship all boxes to any addresses in the United Kingdom (including Isle of Man) for completely free. Currently we ship internationally to the following countries: all of Europe, Canada, Australia, New Zealand, Mexico, and the United States of America – additional shipping charges will apply for these addresses. International shipping cost can be calculated at checkout.

If you do not see your country here, please contact us to see if we can make an exception.

When will my SnackSurprise Box be shipped?

Your first box will be shipped to you soon after you sign up (usually within 5-7 business days). For existing customers your account will renew on the 4th day of the month (this is when payments are taken out) and your box will be shipped out on the 22nd of every month.

Please note, shipping times stated here, are an estimate, shipping times can vary month-to-month. You can always check the status of your order (and see when it will ship) in your account settings.

How long does my SnackSurprise Box take to get here after it's shipped?

UK orders should usually take 2-3 business days to arrive after they’ve been shipped. International delivery dates can vary, but we try to get them to you as fast as possible!

You can track your delivery using your order number. For more information please contact us.

How do i change my shipping address?

To change your shipping address it’s pretty simple.

1. First login to your account.
2. Click on “Addresses tab” on the left hand side of the screen.
3. Then “edit” button next to where it says shipping address.
4. Change your shipping address in the boxes.
5. Press save address when you’re done.

Please note, you need to change your address approximately a week before the next shipping date (i.e. a week before the 22th), or you risk your box being delivered to the old address!

Billing Information

What forms of payment methods do you accept?

We accept Visa, Mastercard, Discover and American Express credit cards and debit cards from our Checkout page. All of our payments are processed through the Stripe Payment Processor.

When will i be billed?

You will be billed for your first month immediately upon signup. Your plan will automatically renew (don’t worry, you can cancel anytime, from your account settings) on the 4th of the month.

Can i apply my coupon code to every order?

Coupon codes are only applied to your first box, and every box after that will be charged regular price. Follow us on our social media and sign up to our newsletter so you don’t miss out on coupon codes!

How do i change my billing address?

To change your billing address it’s pretty simple.

1. First login to your account.
2. Click on “Addresses tab” on the left hand side of the screen.
3. Then “edit” button next to where it says billing address.
4. Change your billing address in the boxes.
5. Press save address when you’re done.

Can’t find what you’re looking for?

Can’t find what you’re looking for?