Please contact us so we can change your email address as soon as possible. We can change your email address, name, and address provided your order has not already been processed.
Are there any exchange rates?
All of our transactions are based in Euros but you can choose between various currencies by clicking on the flag at the top right-hand corner. 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.
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 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 is authorised and approved. Your credit card information is not stored on our servers.
How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, at our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is cancelled, we will issue a credit to the original method of payment.
Please note that any orders that have already been packed or shipped cannot be cancelled.
How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be in English input method, including punctuation.
Can I change my shipping address after placing an order?
If you need to change your address, please email us as soon as possible and we will do our best to help. Please be advised that your shipping address cannot be revised AFTER the order has been processed or shipped.
When will my order arrive?
The delivery time varies between countries. Please refer to our Shipping & Returns section for further details. We are not responsible for delays caused by the customs department in your country.
How do I track my order?
We will email your tracking information as soon as your order has shipped. Once this is available simply go to our website and enter the tracking number and your email address.
What Do I Do If I Have Missing Items in My Order?
If something is still missing, please contact us immediately.
Shipping and customs
BREXIT SERVICE UPDATE
Due to recent COVID-19 related UK border closures, we anticipate shipping and delivery times might take longer than usual.
If you are experiencing a delay with your order, we would ask that you continue to monitor your tracking for further updates. If you haven’t received tracking details, please email us and we will provide these to you immediately.
When will my order be processed?
Our orders are handled and shipped from our warehouse around the world. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 2-7 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends. Delivery will usually take between 8 to 21 business days.
Will I be charged with customs and taxes?
The prices displayed on our site are net which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
Is my order eligible for free shipping?
Free shipping is automatically applied to orders that meet the minimum amount required, excluding discounted, sale, and oversized/overweight products. You will be able to check if there are any shipping costs before you pay and place your order.
How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 15 days from receiving your order. Please 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. Please see our Returns Policy for full details. All returns must be in original condition with packaging intact.
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please 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 your case 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.