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Frequently Asked Questions

Do you have any questions or need to get more information? Please check the frequently
asked questions and our answers below:

How to cancel my order?
Since we aim to pack and ship out orders from our customers as quickly as possible, orders can only be cancelled within six hours from the time of purchase. To cancel your order,
please use the contact form and select the ‘Cancel order’ subject. It is also important to provide the right order number, if not we can’t process cancellation request. Requests without a correct order number will not be successfully processed. Any payment for the order will be
reimbursed to your original payment method. If you paid through your credit card, your card will be issued with a refund. If you paid using your PayPal, your PayPal account will also be refunded. Important: Please keep in mind that if you will cancel your order, the funds may have a hold on them for one to three days by your bank or credit card issuer. Please be cognizant that these holds are completely out of our control.
How do I make changes to my order (e.g. change the address) ?
The easiest way to make changes to your order is to cancel it within 6 hours (see instructions above) and place a new order.
How to request a refund?
You can request a refund or reshipment for the products you ordered if you will not receive them within the guaranteed time (50 business days, excluding 2-5 days processing), if you
received the incorrect item (see instructions below), if you do not want the product you received (you must return the product at your expense and the item should be unused) or if you cancel your order within (six) 6 hours from the time of purchase (see instructions above).
We cannot issue the refund if your order will not arrive because of the factors within your control (e.g. you provided the wrong delivery address), your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a
natural calamity) or if you cancelled your order after six hours of purchase. You can process your refund request by filling out our contact form and select the ‘Refund order’ subject. It’s also essential to provide a correct order number. Otherwise, we can’t successfully process your request for a refund. You can submit refund requests within (fifteen)15 days after the guaranteed period for delivery (50 business days) has expired.

What is the status of my order? Has it already been shipped?
Please have in mind that the estimated delivery time is 10-30 business days to most countries,
after shipment. However, the maximum delivery time is 50 business days. Usually, our
delivery partners will ship the products like expected (10-30 business days). You will receive
an email with a tracking number once your order is shipped, but sometimes due to free
shipping tracking is not available. For logistical reasons, items in the same purchase may be
sent in separate packages even if you’ve specified combined shipping. We are not responsible
for any custom fees once the items have been shipped.
How do I track my order?
Tracking numbers are assigned to each package when it is shipped. Once they’ve shipped,
you’ll get an email that includes a tracking code. Occasionally due to free shipping, the
tracking is not available, unfortunately. We suggest tracking your order through
http://global.cainiao.com. Please take note that the current status may not be the actual status.
If a package is not moving, it could be in your country already and is not yet updated. The
maximum delivery time is 50 business days.
I received the wrong product or my order doesn't match the picture/description. What do I do?
In the event that what you have received is not what you anticipated or as described on the
product detail page, please check the order confirmation in your mailbox.
Sometimes we sent the correct product or order, but since there are wide choices of variations
you can choose while purchasing (often with different prices), it is possible that you have
picked the variation you received, instead of the “main” product shown on the product page.
But do not worry, if you think that we sent the wrong item, please fill out our contact form
and choose “Wrong product received” subject. You need to upload 1 or more photos. Please
make sure that the photo(s) of the incorrect product(s) you received are clear. It will help us
better if you can provide a clear detailed description containing how the product you received
is different from the product information listed in your website. Please have in mind to enter
the correct order number as well when you submit the contact form.
What should I do when I have received damaged goods?
If ever you receive a damaged item, please fill out our contact form and select the ‘Damaged
product received’ subject. You have to upload 1 or more clear photos showing the damage
and provide a complete description. Our dedicated team will be reviewing your concern and
will reach out to you as soon as possible
I ordered multiple products but I have only received one/some of them?
For logistical reasons, items in the same purchase may be sent in separate packages even if
you’ve specified combined shipping. So please be patient until the other item(s) arrive.
In what currency will I be charged?
You can choose the currency you prefer on top of our website. All items prices will be
automatically converted into the selected currency based on Google Finance converter. More
often, all transactions will be handled in EUR, meaning to say you will see the total order
amount on the order confirmation in EUR.
If your credit card account is in a currency other than EUR (e.g., PESO), you may be charged
at a different conversation rate than what is quoted on our website. You might also be
subjected to a foreign currency transaction fee. Please consult your bank or credit card
provider if you are uncertain. We are not accountable for the exchange rate of any charges
your bank or issuing credit card company may charge on your account.
Why doesn't your customer service offer phone support?
At the moment, phone support is not available. However, to provide effective assistance to
our customers, we offer 24/7 online support via email. All customer service representatives
are real, friendly, and professional agents working in our office in Europe. We continue to
refine our customer service.
When can I expect a response from your customer service representatives?
We want to respond to all your concern as soon as possible. Response time varies because of
the different time zones. In addition, it is also based on the number of volumes we are
currently experiencing. We aim to respond as fast as we can within 1-5 days. However, it
may take longer if the question/issue is more complex and it needs investigation. During
holidays, we normally receive more incoming emails which lead to longer than normal
holding up times. We appreciate your patience and we will get back to you as fast as possible.
Why am I not receiving any email notifications?
You will receive the order confirmation and shipping notification at the email address you
have provided when placing your order. If you did not receive the verification email in your
inbox, kindly check the Junk and Spam folder of your email account. Likewise, please verify
any firewall or anti-spam software you installed that might block our emails.
If after doing the aforementioned and you still didn’t see an email notification, you may have
entered an incorrect or invalid email address during the order process. Please contact us by
filling out the contact form and select the ‘Not receiving notifications’ subject.
I have a general question about a product before purchasing it?
Please contact us by filling out the contact form at the bottom of this page and select the ‘Presales’ subject.
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