Unboxing Video Guide

An unboxing video is a continuous recording of you opening your parcel from start to finish. It should show the sealed package, shipping label, and all items received.

We recommend taking one because it helps us review and resolve any issues more quickly if your item is defective, incomplete, or wrong. It also provides a clearer starting point for our team to investigate and assist you with the next steps.

An unboxing video should clearly show your parcel being opened from start to finish in one continuous recording.

Click here to see the sample of an unboxing video.

Please make sure the video includes:

• The sealed parcel before opening

• The shipping label and order details

• The full unboxing process without pauses or edits

• All items received in the parcel

• A clear view of the defective, incomplete, or wrong item issue

This helps our team review your case more quickly and accurately. The video should be in regular speed, not timelapsed, and must not exceed 10 MB. If your video file is too large, you may upload it to a file-sharing platform (ex: Google Drive) and send us the accessible link. Please ensure the link can be viewed by our Customer Service Team.

The video helps support the investigation, but all claims will still be reviewed based on the order details, item condition, and available evidence.

You can definitely contact our Customer Service Team with your order number and issue details, and we will do our best to review your case. An unboxing video helps us investigate the issue quickly and accurately though, but it does not guarantee whether the claim will be approved or rejected.