Frequently asked questions

You choose a box and open it online to discover one item from its collection. It might be a watch, a fragrance, a designer piece, a tech item or a gift voucher. You can explore the whole collection, and the odds, before you decide.

Each includes one item. . The collections are different, but the tier frequencies are the same. All prices are in Australian dollars.

You open it online and see which item is yours straight away. If you keep a physical item, you can then have it shipped. You can also list it on the marketplace or sell it back for store credit.

You choose the box, but the item is a surprise. If you want a particular piece, look for it in the shop or on the marketplace.

Yes. The shop sells a selection of items at a fixed price, with no box to open. A shop order ships the same way as an item from your inventory, with one shipping fee on the order, and earns 10 Status Points.

You must be 18 or older, with an account whose email address you have verified. Shipping is within Australia only, so a box is for collectors here. We may ask for identity verification before a high-value purchase or sale.

New watches come with the manufacturer's warranty. Other watches are case by case; contact us if you want to know what applies to yours.

These percentages apply to the whole tier. A particular Collector watch is only one of the items in that tier.

Every box first lands in a tier at the published frequencies. Within a tier, each item carries its own odds, shown on the box page: lower-value items generally come up more often and higher-value items less often.

No. Store credit, Status Points, Collection Points, membership levels and promotions never affect the draw. Every box of the same type has exactly the same odds for every member.

Here are the published ranges for each collection. A value is the listed retail or market value of an item, not a cash payout.

Yes. One item is guaranteed; a minimum return equal to the box price is not. Every item has a listed value. A featured watch illustrates what's in the collection, not what you should expect from a typical box.

Most items are valued at their Australian recommended retail price (RRP). Pre-owned and hard-to-buy watches are valued at their current Australian secondary-market price. Where an item regularly sells below RRP we use that lower price instead, when we can.

Retailers and wholesalers run sales on items we stock, and we cannot track every supplier's current deal, so an item may at times be on sale elsewhere below the value we list. That is the nature of the industry.

Every item is authentic, and new unless its page says otherwise. Only Collector watches may be pre-owned, because that is how those models are bought on the open market; a pre-owned watch is supplied in like-new condition and is marked "Pre-owned, like new" on its page.

Keep it for yourself, list it for another member to buy, or sell it back to 4KEEPS for store credit. Listing an item means waiting for a buyer. Selling it back gives you credit to spend on the site straight away. Once an item has been delivered to you it is yours to keep, give or sell privately.

Selling back is a window: 12 hours from the moment you open the box, and only for the member who opened it. Inside the window the item cannot be listed; once it closes, the item stays in your inventory to keep, ship or list, and can no longer be sold back.

The standard rate is 85% of the stated retail value on items and 95% on vouchers. For example, a fragrance with a $100 retail value gives $85 in store credit at the standard rate.

Higher levels sell back at a better rate: Curator 86%, Aficionado 88% and Connoisseur 92%, and vouchers 96% at Connoisseur. The rate you held when you paid for the box is the one quoted for that item.

A voucher is issued by the retailer or brand named on it and carries that issuer's own terms, including any expiry date. It is a physical card, posted to you when you ask for it with no shipping fee; it sells back at 95%, and cannot be listed on the marketplace.

Most vouchers can be gifted. Under Australian law most gift vouchers must be valid for at least three years from the date of supply, with some exceptions; the expiry date is printed on your voucher.

No. Store credit is a balance you can use on 4KEEPS purchases. A $100 store credit balance is $100 to spend on the site, not a $100 bank payment. It is used before your card on everything you buy, never expires, and cannot be withdrawn or passed to another member.

No. Store credit has no expiry date while 4KEEPS trades and your account is open.

Please spend your credit before you close your account. If you hold a balance and need help, contact us before you close it.

Once the sell-back window has closed, set an asking price and choose how long the listing runs: 1, 3, 7, 14 and 30 days. The item is already held by 4KEEPS on your behalf, so when it sells it moves to the buyer's inventory at once. A listing that has not sold ends on its own and the item stays yours.

Buyers can pay with store credit, by card, or both, as you choose on each listing. The part paid with store credit comes to you as store credit. The part paid by card is paid to your bank account through Stripe, once you have set up payouts. On a listing that accepts store credit a buyer can make an offer below your price; offers are store credit only and lapse after 48 hours.

Several members can win the same item in a short time. We first try to source the same model and reference, in the same or better condition, from another Australian retailer or dealer. If 4KEEPS cannot restock it within a reasonable time, it will supply an item of equal or higher retail value, or credit you 100% of its retail value as store credit, at its election. These options do not limit your rights under the Australian Consumer Law.

The shipping fee is charged once for each shipment: $15 for the first item and $5 for each further item, within Australia and GST inclusive. A shop order pays the same. Your level takes a saving off that fee: Verified 2.5%, Enthusiast 5%, Curator 15%, Aficionado 35% and Connoisseur 75%.

Ship up to 10 items together, up to $5,000 of combined retail value; an item worth more than $5,000 ships by itself. You can add items to a shipment until it is packed, at $5 each.

Cover against loss or damage is your choice: 2.5% of the combined retail value, never more than $100, with no level saving. It protects up to $5,000. You choose with or without cover before you pay. Without cover, only a maximum of $100 of your parcel is covered for loss or damage. A shipment worth $100 or less is not asked.

Gift vouchers are physical cards, posted with no shipping fee, on their own or in a shipment with other items. There is no charge for leaving items in your inventory; have them shipped whenever you like.

• 1 item: $15 at Member, $12.75 at Curator, $3.75 at Connoisseur
• 4 items: $30 at Member, $25.50 at Curator, $7.50 at Connoisseur
• 10 items: $60 at Member, $51 at Curator, $15 at Connoisseur

By card, or with store credit, which is applied first on everything you buy. There is no card surcharge: the price you see at checkout is the final price.

In-stock items are dispatched from Queensland within 2 business days. From dispatch, allow 2 to 4 business days in Queensland, 3 to 6 in NSW, the ACT and Victoria, and 5 to 10 in SA, the NT, Tasmania and WA. Some items are sourced after you win them, and those take longer.

Designer bags, Apple tech, sunglasses and pens are bought new for you after you win, so you receive a fresh, unworn item. Allow 10 to 15 business days. We always hold the funds to buy them, so every item listed can be supplied.

Parcels are tracked, and every parcel is covered for loss or damage up to $100 at no extra charge. Cover up to $5,000 is your choice when you ship. Items valued over $1,000 need a signature on delivery.

Eligible items can be collected by appointment in Brisbane. Contact us with your order number so we can confirm eligibility and arrange a time, and bring photo ID to your appointment.

The standard seller fee is 5% of the sale price, taken from the sale. It drops with your level: Verified 4.5%, Enthusiast 4%, Curator 3.5%, Aficionado 3% and Connoisseur 2%. On a $500 sale, that's $25 at the standard rate or $10 at Connoisseur.

No. Entry, Adept and Collector describe items in a box. Membership levels describe your account: Member, Verified, Enthusiast, Curator, Aficionado and Connoisseur. A higher level means lower shipping and seller fees, and better sell-back rates at the top three.

Your level follows your Status Points: Verified at 50, Enthusiast at 500, Curator at 10,000, Aficionado at 40,000 and Connoisseur at 100,000. Points never expire, and nothing is lost by taking a break.

Opening a $100 box earns 25 points, a $300 box 100 and a $1,000 box 300; gifting a box earns the giver the same. A shop order, a marketplace purchase and a marketplace sale earn 10 each. Your first listing earns 20, once, as does your first piece suggestion, and verifying your email earns 20, choosing a handle 20 and your interests 10, each once. A box bought with a welcome or referral discount earns them in full, and points are reversed if the purchase or sale behind them is refunded, cancelled or reversed.

Collection Points count your boxes: 25 for a $100 box, 100 for a $300 box and 300 for a $1,000 box, earned when you open one or pay for one as a gift. A box bought with a welcome or referral discount earns them in full. Each time your total reaches a multiple of 1,000, $25 of store credit unlocks for you to claim from your membership page. Unclaimed unlocks never expire.

Collection Points do not change the odds of any box, and they have no cash value.

Every month the leaderboard ranks members by the Collection Points they earned that month, Brisbane time. When the month ends, the top places win that month's prizes, which the Leaderboard page publishes before the month begins: store credit, a luxury box or an item. Ties go to whoever reached the total first.

Your handle, level and Collection Points appear on the board unless you turn the leaderboard off in your account. A member who has turned it off is not ranked and does not win.

Yes. Pay for a box and address it to an email address or to a member's handle, with a message if you like. The recipient claims it from the link they are sent and opens it themselves; you never see what they found unless they tell you. You can cancel a gift until it is claimed, and one unclaimed after 90 days comes back to you with a refund in the way you paid.

Before you open a box, 4KEEPS commits to a secret server seed by publishing its hash. You can type your own client seed. The result is computed from both seeds together, so neither side can steer it. After the reveal the server seed is disclosed and your win page recomputes the draw in your browser, so you can check the result for yourself rather than take our word for it.

Recent wins appear on the site under the winner's handle, never a real name or location.

Yes. In your account settings you can set a daily and a weekly spending limit for luxury boxes bought by card. A lower limit applies straight away; a higher limit, or removing one, takes effect 3 days after you ask. You can also pause luxury boxes for 24 hours, 3 days, 7 days, 30 days or indefinitely, or close your account. A pause starts at once and cannot be shortened through the site.

If you feel your spending is getting out of hand, contact us and we will pause your account.

A one-off item received for personal use generally isn't income in Australia. The treatment may differ if the item relates to your work or business, or if you later sell it. Check with your accountant if you're unsure; we can't give tax advice.

Use the contact form on the site or email hello@4keeps.au. We reply within 1 business day.

Once a box is opened the result is final, and there is no change-of-mind refund on a box, a shop purchase or shipping. Your rights under the Australian Consumer Law are not affected: if an item arrives faulty, damaged or not as described, we will repair, replace or refund it.

Receiving a different item from the one you hoped for is not, by itself, a fault if the box was supplied as described. You can keep the item, list it on the marketplace or sell it back for store credit. Opening the box does not take away your rights if something is wrong.

For an item sold by 4KEEPS, contact us directly. If the problem is major, you can choose a refund or a replacement. For a minor problem, we can fix it free of charge. If we cannot fix it within a reasonable time, you can seek a refund or replacement.

Minor wear on outer packaging, such as shelf scuffs or a creased sleeve, is normal on luxury goods and is not a fault in the item itself.

If an item arrives damaged or isn't what you won, contact us within 7 days of delivery if you can. Have your order number or another proof of purchase ready, and tell us what happened and what outcome you would like. Photos of the item and its packaging help with visible damage. Damaged or incorrect items are replaced or refunded at no cost to you. Keep any return postage receipts: if a fault is confirmed, reasonable return costs must be reimbursed.

You can still contact us after 7 days, or if you no longer have the packaging. Your rights under the Australian Consumer Law are unaffected.

These answers cover boxes and shop purchases sold by 4KEEPS. For a marketplace purchase, check who sold you the item.

Register with the email address you joined with and the offer is applied at checkout: 10% off one round of your first luxury box. A member who joined through someone's link or code has a welcome discount instead, shown with the luxury box before you pay; you receive whichever of the two is larger, never both.