If you have any inquiries or require further information, kindly refer to the frequently asked questions and our corresponding answers provided below.
To ensure swift order processing and shipping, we accept order cancellations within 6 hours of purchase. Kindly utilize our contact form and select the ‘Cancel Order’ subject, providing the accurate order number for seamless processing. Please note that requests without the correct order number will not be processed. Refunds for cancelled orders will be issued to the original payment method, with credit card refunds processed accordingly and PayPal refunds directed to your PayPal account. Please be aware that your bank or credit card issuer may place a temporary hold on the refunded funds for 1-3 days, which is beyond our control.
To make changes to your order, the simplest approach is to cancel it within a 6-hour window (refer to the instructions provided above) and proceed to place a new order.
If your ordered products do not arrive within the guaranteed time of 50 business days (excluding 2-5 day processing), you can request a refund or reshipment. Similarly, you can request a refund if you received the wrong item (refer to instructions below), if you no longer desire the received product (provided the item is unused and returned at your expense), or if you cancel your order within 6 hours of purchase (see instructions above). Refunds will not be issued under the following circumstances: if the non-arrival of your order is due to factors within your control (e.g., incorrect shipping address), if exceptional circumstances beyond our control cause the delay (e.g., customs clearance, natural disasters), or if you cancel your order after 6 hours of purchase. To request a refund, please complete our contact form and select the ‘Refund Order’ subject. It is crucial to provide the correct order number for smooth processing of your refund request. Refund requests can be submitted within 15 days after the guaranteed delivery period (50 business days) has elapsed.
Kindly take note of the estimated delivery time, which is approximately 8-12 business days within the USA and 10-18 business days for international orders. Once your order is shipped, you will receive an email containing a tracking number. However, please be aware that tracking may not be available for orders with free shipping. For logistical purposes, items from the same purchase may be shipped in separate packages, even if you have requested combined shipping. It is important to note that any customs fees incurred after the items have been shipped are the responsibility of the recipient.
Tracking numbers are allocated to packages upon shipment. You will receive an email containing the tracking code once your package has been shipped. Unfortunately, tracking may not be available for orders with free shipping. To track your order, please visit our Tracking page. It is important to note that the current status displayed may not reflect the actual status of the package. Therefore, if a package appears to be stationary, it is possible that it has already arrived in your country but has not been updated in the tracking system yet. The maximum delivery time for orders is 50 business days.
If you suspect that the received item does not meet your expectations or align with the description on the product detail page, kindly refer to the order confirmation in your email inbox. It is possible that we have indeed sent the correct product, as there are multiple variations available for selection on the product detail page, often with differing prices. It is plausible that you may have chosen the specific variation that corresponds to the item you received, rather than the “main” product showcased on the product page. However, if you remain convinced that we have sent the wrong product, please complete our contact form and choose the subject titled “Wrong Product Received.” Please ensure that you upload one or more clear photos displaying the incorrect item(s) you received. Additionally, providing a detailed description of how the item differs from the product information listed on our website would be greatly appreciated. When submitting the contact form, please ensure that you enter the correct order number as well.
To report a damaged product, kindly complete our contact form and choose the subject titled “Damaged Product Received.” Please ensure that you upload one or more clear photos clearly showcasing the damage, and provide us with a detailed description of the issue. Our team will promptly review your email and reach out to you at the earliest convenience.
Due to logistical considerations, items from the same purchase may be shipped in separate packages, even if you have requested combined shipping. We kindly ask for your patience until the remaining item(s) arrive.
Currency selection is available on our website. Product prices will be automatically converted to your chosen currency using the Google Finance converter. While most transactions are processed in EUR, the total order amount displayed on the order confirmation will be in EUR. If your credit card uses a different currency (e.g., USD), you may be charged at a varying exchange rate and potentially incur a foreign currency transaction fee. Please consult your bank or credit card provider for further clarification. Please note that we are not responsible for any exchange rate or charges imposed by your bank or credit card company.
Phone support is not available as we firmly believe that providing the same level of effective assistance over the phone would be challenging. However, we offer round-the-clock online support via email. Our customer service team comprises real, friendly, and experienced individuals located at our headquarters in Europe.
Response times for support may vary due to time zone differences and the current volume of support requests. We strive to provide timely responses within 1-5 days, although complex questions or issues that necessitate investigation may require additional time. Please note that during holidays, we experience a higher influx of emails, resulting in longer-than-usual waiting times. We sincerely appreciate your patience and assure you that we will attend to your inquiry as swiftly as possible.
Order confirmations and shipping notifications are sent to the email address you provided during the order placement. If you cannot locate the verification email in your inbox, please check your Junk or Spam folders. Additionally, ensure that any firewall or anti-spam software installed on your system is not blocking our emails. If the issue persists, it is possible that an incorrect or invalid email address was entered during the order process. In such cases, please reach out to us by completing the contact form and selecting the subject titled “Not Receiving Notifications.”
If you are unable to find the answer you are looking for, please don’t hesitate to reach out to us. Kindly fill out our contact form, and we will be glad to assist you.