In order to fulfill our goal of packing and shipping orders promptly, we can only accept order cancellations within 6 hours of purchase. To cancel your order, please utilize our contact form located at the bottom of this page and select the subject ‘Cancel order’. It is crucial to provide the correct order number for us to process your cancellation request. Requests without a valid order number will not be processed. Any payments made for the order will be refunded to your original payment method. Refunds for credit card payments will be issued to your card, while PayPal payments will be refunded to your PayPal account. Please note that when you cancel an order, your bank or credit card issuer may place a hold on the funds for 1-3 days, which is beyond our control.
To make changes to your order, the most convenient method is to cancel it within 6 hours (as per the instructions provided above) and then place a new order.
You have the option to request a refund or reshipment for your ordered products under certain circumstances. These include if you do not receive the products within the guaranteed time frame of 50 business days (excluding 2-5 day processing), if you receive the wrong item (as per the instructions below), if you do not want the product you have received (provided that the item is unused and returned at your expense), or if you cancel your order within 6 hours of purchase (as per the instructions provided above). However, please note that refunds will not be issued if your order does not arrive due to factors within your control, such as providing an incorrect shipping address, or if your order does not arrive due to exceptional circumstances beyond our control, such as customs clearance delays or natural disasters, or if you cancel your order after the 6-hour purchase window. To submit a refund request, please fill out our contact form located at the bottom of this page and select the subject ‘Refund order’. It is important to provide the correct order number for us to process your request for a refund. Refund requests can be submitted within 15 days after the guaranteed period for delivery (50 business days) has expired.
Kindly be aware that the estimated delivery time for orders within the USA is 8-12 business days, and for international orders, it is 10-18 business days. Once your order is shipped, you will receive an email with a tracking number, although please note that tracking may not be available for orders with free shipping. Please be advised that, for logistical reasons, items from the same purchase may be shipped in separate packages, even if you have requested combined shipping. Additionally, any custom fees incurred after the items have been shipped are not the responsibility of our company.
Once your packages are shipped, tracking numbers will be assigned and you will receive an email containing the tracking code. However, please note that tracking may not be available for orders with free shipping. You can track your order on our website’s designated tracking page. It’s important to keep in mind that the current status shown on the tracking page may not always reflect the actual status of your package. For instance, if a package is not moving, it could already be in your country but not yet updated in the tracking information. Please also be aware that the maximum delivery time for orders is 50 business days.
If you believe that the product you received is not as expected or does not match the description on the product detail page, please first check your order confirmation in your mailbox. It’s possible that you received the correct product variation, as there may be multiple options with different prices listed on the product detail page. Please ensure that you selected the intended variation and not a different one. If you still believe that you received the wrong product, kindly fill out our contact form at the bottom of this page and select the subject “Wrong product received.” In your submission, please include one or more clear photos showing the incorrect item(s) you received, along with a detailed description of how it differs from the product information listed on our website. It’s crucial to provide the correct order number when submitting the contact form. This will help us efficiently process your request.
Please fill out our contact form at the bottom of this page and select the ‘Damaged product received’ subject. You will need to upload one or more clear photos showing the damage and provide us a detailed description. Our team will review your email and contact you as soon as possible.
Due to logistical reasons, items from the same purchase may be shipped in separate packages, even if you have specified combined shipping. We kindly ask for your patience until all the items from your order have arrived.
At the top of our website, you have the option to select your preferred currency. All product prices will be automatically converted into the selected currency using the Google Finance converter. Please note that most transactions will be handled in EUR, and the total order amount on the order confirmation will be shown in EUR. However, if your credit card account is in a currency other than EUR (e.g. USD), you may be charged at a different exchange rate than what is quoted on our website, and you may also be subject to a foreign currency transaction fee. If you have any questions or concerns about exchange rates or fees, we recommend consulting your bank or credit card provider. Please note that we are not responsible for any charges or fees imposed by your bank or credit card company related to exchange rates.
We do not offer phone support as we believe that providing effective assistance may not be possible over the phone. However, we offer 24/7 online support via email. Our customer service agents are real, friendly, and experienced individuals who work from our headquarters in Europe. You can reach out to us anytime via email for assistance with your inquiries or concerns. We strive to provide the best possible support to our customers through our online channels.
Please note that our response times may vary due to different time zones and the current support volume we are experiencing. While we strive to respond as quickly as possible within 1-5 days, it may take longer for more complex questions or issues that require investigation. During holidays or peak periods, we may receive a large number of incoming emails, which can result in longer than usual waiting times. We appreciate your patience and assure you that we will get back to you as quickly as possible. Rest assured, we value your inquiries and concerns, and our team is dedicated to providing the best possible support to resolve them efficiently.
After placing an order, order confirmations and shipping notifications will be sent to the email address you provided. If you do not see these emails in your inbox, please check your Junk or Spam folders. Additionally, ensure that any firewall or anti-spam software you have installed is not blocking our emails. If you are still not receiving notifications, it is possible that you entered an incorrect or invalid email address during the order process. In such cases, please contact us by filling out the contact form at the bottom of our page and select the subject “Not receiving notifications.” Our team will be happy to assist you in resolving this issue.
If you can’t find the answer, please contact us by filling out our contact form.
We offer secure payment methods including PayPal and credit cards through Stripe (Visa, Mastercard, American Express, Discover, Maestro). PayPal is faster, safer, and allows easy tracking of payment status. Credit card information is processed securely for your peace of mind.
If your order is delayed or hasn’t arrived within the expected timeframe, please first check the tracking information provided. If there are no updates or you have further questions, please contact our customer support through our contact form or email. We will investigate and provide a resolution promptly.