FAQs
What is a Surprise Scoop?
A Surprise Scoop is our signature curated mystery bundle containing 15+ stationery and small lifestyle pieces from across our collection. Each Scoop is hand-packed with balance and variety in mind, so no two orders are identical.
What is a Marble Drop?
A Marble Drop is another way we create your curated mystery bundle. Each marble helps guide item selection during packing, as part of our marble-drop process.
All orders are then reviewed and finalised by hand to ensure variety, avoid duplicates, and match customer preferences where possible.
Can I choose what’s inside my Surprise Scoop or Marble Drop?
Our mystery products are surprise-based, so specific items cannot be guaranteed. You’re welcome to leave preferences at checkout such as colours you love or items you’d prefer to avoid, and we’ll do our best to accommodate them where possible.
Are Surprise Scoops and Marble Drops refundable?
Due to their curated and surprise nature, Surprise Scoops and Marble Drops are not eligible for returns or refunds for change of mind.
If an item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at hello@softerthings.com with your order number and photos where possible, and we’ll be happy to help.
What are your processing times?
Orders are usually packed and dispatched within 2–4 working days, excluding weekends and bank holidays.
How long does shipping take?
UK orders typically arrive within 2–3 working days after dispatch.
How much is shipping?
UK tracked delivery is £3.65, with free UK shipping on orders £40 and over.
Do you ship internationally?
We now ship to the United States. Please see our Shipping Policy for full details on international tracking, duties, and delivery.
For our European customers, we currently offer shipping to selected EU destinations exclusively through our Etsy shop: https://andsofterthings.etsy.com
Do you include packing videos?
Yes, many orders are featured in short packing videos shared on our social media channels. These videos show your order being carefully packed and are included as part of our service at no additional cost.
If you would prefer your order not to be featured, please leave a note at checkout and we will do our best to accommodate your request.
Can I change or cancel my order?
If you need to make a change or cancel your order, please contact us as soon as possible. We’ll do our best to help, but once an order has been processed or dispatched, changes or cancellations may no longer be possible.
What if my order arrives damaged or incorrect?
Please inspect your order upon arrival. If there is an issue, contact us within 7 days of delivery at hello@softerthings.com with your order number and photos where possible, and we’ll be happy to assist.