1. General questions
What is the status of my order?
Once you have placed your order, you'll be taken to a "Thank you" page, where your order will be confirmed for processing and you can view the status of your order.
Once your order has left the warehouse, you'll receive a tracking number. Just enter that tracking number into "Track My Order" on the home page or into the live chat box, at anytime, to check the status or your order.
Can I change my order?
We can only change orders that have not been processed for shipping yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please get in touch with our support helpdesk via the online chat box.
Where do you ship?
We currently ship to any accessible country worldwide thanks to our delivery partners and warehouse locations worldwide. For delivery to any restricted areas, please reach out to the support helpdesk and we will contact our delivery partners to accommodate you.
How long does it take to ship my order?
All orders are processed & shipped as soon as possible through many of our domestic and international warehouses, depending on the fastest shipping method available to your location. We typically take 1-2 business days for handling & processing your order. The typical delivery time frame is anywhere from 5-10 business days for standard shipping. Depending on your geographical location, you might receive items much earlier. Please allow extra time during our busy season, as postal delays are out of our control.
Additional factors such as distance, customs, natural disasters may cause further postal delays. Tracking information, including the carriers details, are provided with every order. Every order is insured, so if your package does not arrive, you are eligible for a refund or replacement.
Please reach out to our support helpdesk via the online chat box for additional assistance in this matter.
2. Payment
What payment methods do you accept?
You can purchase on our website using a debit or credit card. We currently cater for Visa, Mastercard, Maestro, American Express, Discover, and Diners Club.
We offer additional payment methods through PayPal, Apple Pay, Google Pay and Shop Pay.
You can choose your preferred payment method at checkout.
Which currency will I be charged in?
We currently have a selection of currencies on the website, which you can manually select at the top in the header. However, you should be automatically prompted to accept a currency when visiting the website based on your IP address.
Failing your home currency being available, your bank will apply the corresponding conversation rate of the currency you choose.
3. Shipping
Where do you ship?
We currently ship to any accessible country worldwide thanks to our delivery partners and warehouse locations worldwide. For delivery to any restricted areas, please reach out to the support helpdesk and we will contact our delivery partners to accommodate you.
How long does it take to ship my order?
All orders are processed & shipped as soon as possible through many of our domestic and international warehouses, depending on the fastest shipping method available to your location. We typically take 1-2 business days for handling & processing your order. The typical delivery time frame is anywhere from 5-10 business days for standard shipping. Depending on your location, you might receive items much earlier. Please allow extra time during our busy season, as postal delays are out of our control.
Additional factors such as distance, customs, natural disasters may cause further postal delays. Tracking information, including the carriers details, are provided with every order. Every order is insured, so if your package does not arrive, you are eligible for a refund or replacement.
Please reach out to our support helpdesk via the online chat box for additional assistance in this matter.
How can I track my package?
Once you have placed your order, you'll be taken to a "Thank you" page, where your order will be confirmed for processing and you can view the status of your order.
Once your order has left the warehouse, you'll receive a tracking number. Just enter that tracking number into "Track My Order" on the home page or into the live chat box, at anytime, to check the status or your order.
What if I'm not home?
If you're not home, a new delivery will be performed the next day, or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.
You may also have to go to your local post office to collect your package in case it cannot be delivered to you.
Will I pay customs fees or import taxes for international shipping?
Our delivery partner will handle the clearance and will invoice you in local currency for any duties and taxes linked to your order. For more information, please refer to the website of the delivery partner handling your delivery.
4. Returns
Do you accept returns?
We do accept returns in respect to the following conditions:
- The item must have been sold on our online store.
- The item should not have been used in any way and still retain its original tags and packaging.
- The refund or exchange request is made within 15 days of delivery.
- A return is requested prior to returning the item.
To start a return, please contact our support helpdesk through the online chat box.
Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns.
The fastest way to ensure you get what you want is to return the item you have, and once the returned item is accepted, make a separate purchase for the new one.
Are returns free?
Yes. When your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Feel free to contact our support team for more details.
How long does it take to process a return?
Returns are confirmed within 5 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange, or credit will be issued within a further 1-2 days of our services accepting your return.
5. Other questions
Do you offer any discount incentives?
We are currently offering 2 discount incentives:
1. If you sign up for our monthly newsletter, we'll reward you with 20% off your next purchase - as well as keeping you up to date with our upcoming and current product deals.
Do you have physical stores?
We currently don't have any physical stores under our brand name. However, we do have several distributing warehouses within Europe, the US and Australia.
Is there a warranty?
We guarantee that all products sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item, granted they respect the following conditions:
- The item must have been sold on our online store.
- The item should not have been used in any way and still retain its original tags and packaging.
- The return or exchange request is made within 15 days of delivery.
- A return is requested prior to returning the item.
If you have a return or exchange request resulting from a defective item, please reach out to our support helpdesk via the online chat box for more information on how to proceed.
