FAQ

AN ORDER

Do I need to have an account to order?

No, you can also place an order as a guest. But there are some advantages to having an account with us:

Fast checkout process

Easy overview of your order status and order history

You will receive updates on our new releases and special offers

What if I forget my password?

On the login page, click "Forgot your password?" and you will be redirected to a page where you can create a new password.

What if I entered an incorrect email address?

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.

Are there any exchange rates?

All of our transactions are processed in US dollars. If your credit card is denominated in a different currency, the total amount of your order will be calculated based on the exchange rate on the day 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, debit card payments, or cash on delivery.

How secure is my online order?

When you purchase online using your credit card, all of your information is entered on an SSL-secured web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.

How can I change or cancel my order?

We reserve the right to accept or refuse the order or any part thereof at any time after receipt of the order, at our sole discretion, including after the customer has received 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 canceled, we will issue a credit to the original method of payment.

Any cancellation made after the order is placed will be subject to a cancellation fee of 30% of the total price, regardless of when the order was placed (even if it is just a second later), as the merchant processor/credit card charges us a fee for cancellations.

Please note that orders that have already been packed or shipped cannot be cancelled.

How do I set my delivery address?

Because our website and service are based in English, all information you enter must be in English, including punctuation. If certain letters in your address contain non-English letters, we recommend that you use similar English letters instead. For example, you can change the letter "?" to "c".

Can I change my shipping address after I have placed an order?

Please note that your shipping address cannot be changed after the order has been processed or shipped. Please update your shipping address to your home address instead of your vacation address as we do not know how long the destination customs will hold the package.

When will my order arrive?

Delivery time depends on the shipping method you choose. Once the order is shipped, we will email you the tracking information the next day, as tracking information is usually available 24 hours after the order is shipped. We are not responsible for delays caused by the customs authorities in your country.

How can I track my order?

We will email you tracking information once your order has been dispatched. You will usually receive the tracking number one day after your order has been dispatched.

Can I use multiple discount codes in one order?

Promotional and discount codes cannot be used in conjunction with other promotions and discounts unless otherwise stated.

What should I do if items are missing from my order?

If anything is missing, please contact us immediately.

SHIPPING AND CUSTOMS

When will my order be processed?

All orders are processed and shipped from our warehouse. Please allow additional time for processing your order during holidays and sales season.

How will my order be shipped?

Information about shipping methods can be found on our Shipping page.

Will I be charged duties and taxes?

The prices displayed on our website are in US dollars exempt from taxes, which means you may be required to pay duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives at its final destination and are determined by your local customs office.

Payment of these fees and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs authorities in your country. Please contact your local customs office for further details on fees.

Is my order free shipping?

Free shipping can be applied to orders that meet the minimum required amount, excluding discounted, reduced and oversized/overweight products. Your order will be shipped with economy shipping.

RETURN

How can I return an item?

If you are not satisfied with your purchase and would like to return an item, please contact us within 30 days of receiving your order. Please include your order number and reason for return. Our customer service team will review the return request and send you further instructions if the return is approved.

For a list of sale items, please see our Returns Policy. All returns must be in their original condition and packaging intact.

Will the shipping costs for my return be covered?

All return shipping costs and other fees are to be borne by the customer.

What if the item(s) I received are faulty/incorrect/damaged?

Please contact us within 7 days of receiving your order if you have received incorrect, missing and/or damaged items. When you receive your package, please include your order number, photos of the item(s) and any related notes. We will do our best to resolve your case as quickly as possible.

How long does it take to process returns?

Returns may take up to 14 business days to process from the day we receive your return. We will email you a confirmation once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original method of payment. If you paid with a credit or debit card, the refund will be sent to the card issuing bank within 7-10 business days of receiving the returned item or cancellation. Please contact the card issuing bank to find out when the credit will be posted to your account.

If you have not yet received a credit for your return, please follow these steps: Contact the bank/credit card company. It may take some time for the refund to appear in your account.