Terms of service

TERMS OF SERVICE

Last updated: August 2026

Welcome to The Within Multiverse.

These Terms of Service explain the terms that apply when you visit our website or purchase products from us. Throughout these terms, “we”, “us” and “our” refer to The Within Multiverse.

By using our website or placing an order with us, you agree to these Terms of Service together with any other policies displayed on our website.

Nothing in these Terms affects your statutory rights under UK consumer law.

ORDERS & PAYMENTS

When you place an order with The Within Multiverse, you are responsible for ensuring that the information you provide, including your delivery address and contact details, is accurate and complete.

All prices are displayed in pounds sterling (GBP) unless otherwise stated.

Payment must be successfully completed before an order can be processed.

We reserve the right to refuse or cancel an order where reasonably necessary, including where a product is unavailable, there has been an obvious pricing or listing error, we are unable to fulfil the order, or we reasonably suspect fraudulent or unauthorised activity.

If we cancel an order after payment has been taken, you will receive a refund for the amount paid for the cancelled item or order.

Discount codes, promotional offers and rewards are subject to their stated terms, availability and expiry dates. Unless specifically stated otherwise, promotional codes cannot be combined.

MYSTERY PRODUCTS & PRODUCT INFORMATION

Some products sold through The Within Multiverse, including products from Mysteries Within, are sold as mystery or surprise products. By purchasing a mystery product, you understand that the exact contents are intentionally not disclosed before purchase.

Product photographs, videos, social media content and promotional materials may show examples of items that could be included but do not guarantee that you will receive those specific items.

Colours, designs, scents, styles and individual products may vary depending on available stock. Where appropriate, multiple items from the same product category may be included.

Any bonus item, Mystery Bag, Lucky Colour Token, Within Petal, Premium Item or other chance-based reward is only included where specifically stated or where it is successfully revealed as part of the applicable mystery experience. Chance-based items are not guaranteed unless the product description expressly says otherwise.

We aim to describe all products as accurately as reasonably possible. However, colours may appear slightly different depending on your screen or device.

PRODUCT SAFETY, ALLERGIES & SUITABILITY

Products sold through The Within Multiverse may include beauty, self-care, bath, body, hair, stationery, accessories, decorative items and other gift products.

Please read all labels, ingredient lists, warnings, age recommendations and instructions supplied with individual products before use.

If you have allergies, sensitivities or specific ingredient requirements, please contact us before placing your order. Due to the mystery nature of some products, we cannot guarantee that a mystery selection will be suitable for a particular allergy, sensitivity or personal requirement unless this has been expressly agreed with us before purchase.

Where appropriate, we recommend carrying out a patch test before using a new cosmetic, beauty or skincare product and discontinuing use if irritation occurs.

Products should only be used for their intended purpose and in accordance with any instructions or warnings provided.

Some products may contain small parts and may not be suitable for young children. Any age guidance or safety warnings supplied with a product should always be followed.

Nothing in these Terms excludes or limits any responsibility or liability that cannot legally be excluded or limited under applicable UK law.

DELIVERY & SHIPPING

We currently deliver to addresses within the United Kingdom. Available delivery options, charges and estimated delivery times will be shown at checkout.

Any delivery timeframe shown is an estimate rather than a guaranteed delivery date unless we expressly state otherwise.

Please ensure that the delivery address entered when placing your order is complete and accurate. If you notice an error after ordering, please contact us as soon as possible. We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.

Once an order has been dispatched, delivery may be carried out by a third-party postal or courier service.

If your parcel is significantly delayed, appears to be lost, arrives damaged, or you experience another delivery problem, please contact us so that we can investigate and assist you.

Any future international delivery options will be subject to the destinations, products and delivery services available at that time, together with any applicable restrictions and customs requirements.

Further information about delivery, including current charges and available services, can be found in our Shipping Policy.

RETURNS, CANCELLATIONS & REFUNDS

Your rights regarding cancellations, returns and refunds are explained in our separate Return & Refund Policy.

Nothing in these Terms of Service affects your statutory rights under UK consumer law, including your rights where goods are faulty, damaged, unsafe or not as described.

Certain products may be exempt from change-of-mind returns where permitted by law, including certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, and products made to your specifications or clearly personalised.

The mystery nature of a product does not remove any statutory rights you may have. However, receiving a different selection of mystery contents from examples shown in photographs, videos or promotional material does not, by itself, mean that the product is faulty or not as described, provided the product supplied matches the description and offer purchased.

Please refer to our Return & Refund Policy for full information and instructions on contacting us about a cancellation, return, damaged item or refund.

PROMOTIONS, REWARDS & MYSTERY MECHANICS

From time to time, The Within Multiverse and its brands may offer promotions, rewards, competitions, limited-edition products, mystery events, discount codes or other special offers.

Individual promotions may have their own eligibility requirements, availability, quantities, purchase requirements, start and end times or other conditions. Where additional conditions apply, these will be explained as part of the relevant promotion.

Promotional products and rewards are subject to availability and cannot be exchanged for cash unless required by law.

Mysteries Within products may include special mystery mechanics such as Mystery Bags, Lucky Colour Tokens, Within Petals, Path Scrolls, Premium Items and other surprise rewards.

Unless expressly stated as guaranteed in the relevant product description or promotion, these features are chance-based and are not guaranteed to appear in an individual order.

Where the applicable Mysteries Within promotion or product rules state that two matching Lucky Colour Tokens unlock an additional Mystery Bag, both qualifying matching tokens must be presented or verified in accordance with the instructions provided at that time before the reward can be claimed.

We may introduce, change or discontinue promotional mechanics, rewards or offers from time to time. Any change will not remove a reward that a customer has already validly earned under the terms that applied when they qualified for it.

We reserve the right to refuse or withdraw a promotional reward where we reasonably believe there has been misuse, fraud, manipulation or a breach of the applicable promotional terms.

ORDER LIMITS, AVAILABILITY & LIMITED EDITIONS

Some products, collections, promotional offers and limited editions may be available only in restricted quantities or for a limited period.

Where a product or promotion has a maximum purchase quantity, customers must comply with the stated limit. We reserve the right to reduce or cancel quantities where an order exceeds a clearly stated purchase limit.

Products remain subject to availability. Adding an item to your basket does not guarantee availability until your order has been successfully placed and accepted.

Limited-edition products may not be restocked once sold out. Where individual colours, styles, variations or editions have their own availability limits, these will be stated where applicable.

We make reasonable efforts to keep stock information accurate. If an item becomes unavailable after you place an order, we will contact you and, where we cannot supply the item, refund the relevant amount paid.

We may introduce new products, collections, variations and limited editions or discontinue existing ones at our discretion. This does not affect orders that we have already accepted.

INTELLECTUAL PROPERTY & CONTENT

Unless otherwise stated, the original content created for The Within Multiverse and its brands, including branding, logos, graphics, illustrations, written content, product descriptions, photographs, digital designs, downloadable materials, promotional materials and original creative concepts, belongs to us or is used by us with permission.

This includes original content created for brands operating within The Within Multiverse, including Mysteries Within and our other current or future brands.

Our content is provided for personal, non-commercial use unless we expressly give permission otherwise.

You must not copy, reproduce, distribute, resell, republish, modify or commercially exploit our original content without prior written permission, except where permitted by law.

Purchasing a physical or digital product does not transfer ownership of the intellectual property contained within that product unless the relevant product licence expressly states otherwise.

Products supplied within mystery selections may include items manufactured, designed or branded by third parties. Any third-party trademarks, branding, artwork or other intellectual property remain the property of their respective owners.

Nothing in these Terms claims ownership over third-party products, brands or intellectual property simply because an item is sold by us or included within one of our mystery products.

WEBSITE USE & CUSTOMER CONDUCT

You may use our website for lawful personal shopping, browsing and interaction with The Within Multiverse.

You must not knowingly misuse our website, interfere with its operation, attempt to gain unauthorised access to any part of the website or associated systems, introduce malicious software, use the website for fraudulent purposes, or use false or misleading information when placing an order.

You must not use our website or promotional systems to manipulate offers, rewards, discounts, competitions, stock limits or mystery mechanics in a way that is fraudulent or deliberately contrary to the stated rules.

We reserve the right to restrict access, refuse an order or prevent participation in a promotion where we reasonably believe there has been fraud, deliberate misuse or unlawful activity.

Our website may occasionally be unavailable because of maintenance, technical problems or circumstances outside our reasonable control. We do not guarantee that the website will always be available without interruption.

Links to third-party websites or services may occasionally be provided for convenience. We are not responsible for the content, availability or privacy practices of third-party websites that we do not control.

PRIVACY & PERSONAL INFORMATION

Your privacy is important to us. When you use our website, create an account, place an order or otherwise provide personal information to us, that information will be handled in accordance with our Privacy Policy and applicable data protection law.

We may use information that you provide where necessary to process orders, take payments, arrange delivery, provide customer service, prevent fraud and operate our business.

We may also use information for marketing where we have a lawful basis to do so, including where you have provided consent when consent is required.

You can find further information about how personal information is collected, used, shared and protected, together with information about your privacy rights, in our separate Privacy Policy.

LIABILITY & CONSUMER RIGHTS

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory rights as a consumer.

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill, subject to applicable law.

We are not responsible for losses that were not reasonably foreseeable when the contract between us was formed.

Our products are supplied primarily for personal and domestic use. Unless otherwise expressly agreed, we are not responsible for business losses such as loss of profit, loss of revenue, loss of business or loss of business opportunity arising from consumer purchases.

We are not responsible for delay or failure caused by circumstances outside our reasonable control. Where such circumstances affect an order, we will take reasonable steps to minimise the impact and fulfil our obligations to you.

Nothing in this section affects any rights or remedies available to you under applicable UK consumer law.

CHANGES TO THESE TERMS

We may update these Terms of Service from time to time to reflect changes to our business, products, services, website, policies or applicable legal requirements.

The most current version of these Terms will be available on our website, together with the date on which they were last updated.

Changes to these Terms will not retrospectively remove or reduce any rights that you have in relation to an order already placed with us.

Where a change materially affects an existing order or an obligation that we have already agreed with you, the terms applicable when your order was accepted will continue to apply where required by law.

GOVERNING LAW

These Terms of Service and any contract between you and us are governed by the laws applicable in England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you will also retain any mandatory protections and rights available to you under the laws that apply where you live.

Nothing in these Terms limits your right as a consumer to bring proceedings in a court that has jurisdiction under applicable law.

CONTACT US

If you have any questions about these Terms of Service, an order or any of our policies, please contact us at:

The Within Multiverse
Email: hello@thewithinmultiverse.com

Mysteries Within operates as part of The Within Multiverse.

Further contact information may be provided on our website where required.