FAQ

ORDERING

Do I need to have an account to order? No, you can also place an order as a guest, but there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions

What if I forgot my password? On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

What if I typed the wrong email address? Please Contact Us so we can change your email address. We can change your email, name, and address but we cannot change your order.

Are there any exchange rates? All of our transactions are in US Dollars $, Euro € or Pound Sterling £. If your credit card has another currency, your order total will be calculated based on the daily exchange rate available on the date your card issuer processes the transaction.

What payment methods do you accept? We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

How secure is my online order? When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order? We begin preparing your order shortly after it is placed and we cannot guarantee that a change or cancellation can be made once your order is confirmed. To find out if a change or cancellation is possible, please Contact Us.

Can I change my shipping address after placing an order? Please be advised that your shipping address cannot be revised after the order has been processed or shipped. 

How do I track my order? We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.

Can I use several discount codes in one order? Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

What do I do if I have missing item in my order? If something is still missing, please Contact Us immediately.

SHIPPING

When will my order be processed? Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. Contact Us immediately if you do not receive the tracking confirmation after 5 business days from the day you completed your payment.

Will I be charged with customs and taxes? All orders are shipped DDP (delivery duty paid). No orders are subject to duty because we want the best for you 😊

RETURNS

How do I return an item? If you are not happy with your purchase and wish to return an item, please Contact Us within 30 days from receiving your order and provide your order number as well as the reason for your return. Our Customer Service team will review the return request and will send further instructions if the return is approved.

Will shipping be covered for my returns? All return shipping fees are the responsibility of the Customer.

What if the item(s) I received are defective/incorrect/damaged? If you received merchandise that is incorrect, missing, and/or defective please Contact Us within 7 days from receiving your order and include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve as soon as possible.

How long is the returns process? Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund? All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, please first contact the bank/credit card company. It may take some time before the refund is posted to your account.