Frequently Asked Questions
ORDER AND TRACKING
What is your order process?
Our order process is very simple. Upon completing your payment details during the checkout process, you should shortly receive a confirmation notice at the provided email address. A shipping confirmation email should follow after 4 – 6 business days.
How can I track my order?
After your order has been processed (generally takes 4-6 business days), your package will be then picked up by our shipping company for dispatch. Once your order has been shipped, you can email us for the tracking number. Make sure that in your email, you mention your order number to speed up the process.
Wrong email address inputted?
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
How secure is my order?
We understand that your concern about your personal information. (Name of your store) adheres to highest industry standards to protect your personal information when you checkout and purchase from our online store.
When purchasing online using your credit card, all of your information is entered into a 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 is authorized and approved. Your credit card information is not stored on our servers.
I have changed my mind about my item, can I change or cancel my order?
You can only cancel your order within 24 hours of placing your order. We cannot accept cancellations any time after.
Change of address after receiving confirmation of shipping
Once an order has been sent our from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.
Could I change the shipping address after my order has been placed?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination’s customs department will have the package on hold.
Can I still change my item after receiving the email confirmation?
Unfortunately, no. All items that have left our warehouse are final and not changeable.
What are methods of payment?
We accept all major credit cards (VISA, MasterCard, Discover, AMEX), debit card payments, and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
What are exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Will I be charged customs or taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. The general amount for the duties and taxes fee is about 20% of the euro amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
The store cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
When do you charge for an order?
To get your items packed and out to you as soon as possible, your credit card is charged when you place an order. Though we check all orders very carefully before shipping, we cannot be responsible for incorrect information like credit card entries or addresses. Please review your order carefully before submitting your order!
SHIPPING & RETURNS
Processing time vs Shipping time
Please note that processing time (4-6 business days) is different from shipping time and should be added to the total delivery time. Orders generally take 4-6 business days to be fully processed (checked, packed, forwarded to logistics and sent forth to the post office).
After your order has been processed, your package will then be picked up by our shipping company for dispatch. An email with your online tracking information will be available on our website.
Processing Time – in very rare instances, may take longer than the stated expected time frame. During busy time like holidays, promotions or other instances processing time might take longer. We do our best to deliver as fast as possible and seek your understanding and patience during such events.
What are delivery times?
We ship worldwide and wherever possible we use tracking numbers to ensure that your goods arrive safe and within the promised time. In countries where tracking is not available International shipping may take longer than the estimates in the table below.
There are sometimes factors which can affect international deliveries such as the product being temporarily out of stock, holidays, customs hold-ups, weather and other delays which are unfortunately beyond our control.
In the table below you will see estimated delivery times to your part of the world. In many cases items are delivered faster, but the delivery estimates below give you an idea of what you may expect.
Your Location || Estimated Shipping Time
→ United States || 5-7 business days
→ Canada || 8 – 10 business days
→ EU || 10 – 14 business days
→ Australia || 30 business days
If you email us once the order has been shipped, you will receive a tracking number. If you haven’t received your order within the estimates listed above or have an issue please email us at (input your support email) with your order number and we’ll be back to you as soon as possible!
**There might be some delays in shipping times for orders made between the 23rd of January – 4th of February.
How does Money Back Guarantee works?
We offer a 100% Customer Satisfaction Guarantee. If you receive a damaged or an incorrect product, we will replace your item or refund your money with no questions asked!
We do NOT require you to ship your product back to us. Contact us at (input your support email) and depending on your claim, we may ask you to provide an attached picture of the item defect in your email supporting your claim.
That’s it! We will guarantee your satisfaction. We pride ourselves on quality and service. 99.9% of our customers are highly satisfied with their product. We know that sometimes things happen, but we will make sure you receive the utmost care and service!
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
What if I have a foreign shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter “ó” to “o”.
LOST, STOLEN OR UNDELIVERED PACKAGES?
PLEASE NOTE that we are NOT responsible for lost, stolen or undelivered packages. ALL LOST, STOLEN OR RETURNED packages are the responsibility of the buyer. In the rare event of a mail carrier failure, please contact your local carrier directly with any questions or concerns.
Where do you ship from?
We currently ship from our warehouse in the United States.
How long does refunds take?
Refunds may take up to 14 working days, depending on the system you used to pay with.
How long does it take to get a response from our Customer Support?
Customer satisfaction is our number 1 priority. Our general response time is 1-2 business days. We will generally respond on weekends as well when available! However, we try our best to respond to each and every request within 1 hour.
I have not received your confirmation email
If you have not received any emails from us confirming your purchase, do let us know immediately via email or our contact form with your full name/shipping address name and we would help sort this out as soon as we can.
Sometimes our emails may end up in your spam/junk or other folders and we would like to ask you to check them before contacting us.
Unable to view email properly?
If you are unable to view the email from us properly, do get in touch and we will resend you the email.