Do you need more information or have any questions? Please take a moment to review our frequently asked questions and their corresponding answers below. This section may provide you with the information you’re looking for.
To ensure efficient processing, orders can only be cancelled within 6 hours of purchase. To cancel, please use our contact form with the ‘Cancel order’ subject and provide the correct order number. Refunds will be issued to the original payment method. Note: Funds may be held for 1-3 days by your bank or credit card issuer upon cancellation, which is beyond our control.
The simplest method to make changes to your order is to cancel it within 6 hours (refer to instructions above) and then proceed to place a new order with the desired modifications.
You are eligible to request a refund or reshipment for your ordered products under the following circumstances:
- Non-delivery within the guaranteed time (50 business days, excluding processing time).
- Receipt of the wrong item (follow instructions below).
- Unwanted product received (return at your expense, unused).
- Order cancellation within 6 hours of purchase (refer to instructions above).
Please note that refunds will not be issued under the following conditions:
- Non-delivery due to factors within your control (e.g., incorrect shipping address provided).
- Non-delivery due to exceptional circumstances beyond our control (e.g., customs clearance, natural disasters).
- Order cancellation after 6 hours of purchase.
To request a refund, please complete our contact form and select the ‘Refund order’ subject. Ensure you provide the correct order number for processing. Refund requests must be submitted within 15 days after the guaranteed delivery period (50 business days) has expired.
Kindly note that the estimated delivery time is 8-12 business days within the USA and 10-18 business days for international orders. Upon shipment, you will receive an email notification 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 combined shipping was requested. Please note that any customs fees incurred after shipment are the customer’s responsibility.
Tracking numbers are assigned to packages upon shipment. Once your order has been shipped, you will receive an email containing a tracking code. However, please note that tracking may not be available for orders with free shipping. You can track your order on our designated page. Please be aware that the current status displayed may not reflect the actual status. If a package appears to be stationary, it could already be in your country but awaiting updates. Please note that the maximum delivery time is 50 business days.
If you believe that the item you received does not match your expectations or the description on the product detail page, please review the order confirmation in your email. It’s possible that the correct product was sent, but you may have chosen a specific product variation with different pricing on the product detail page. Please ensure you selected the desired variation.
If you still believe that the wrong product was sent, kindly complete our contact form and select the ‘Wrong product received’ subject. Attach clear photos showcasing the incorrect item(s) received, and provide a detailed description of how it differs from the product information on our website. Additionally, please provide the correct order number when submitting the form.
To report a damaged product, please complete our contact form and select the ‘Damaged product received’ subject. Attach one or more clear photos illustrating the damage and provide a detailed description of the issue. Our team will promptly review your email and contact you as soon as possible.
Please note that for logistical reasons, items from the same purchase may be sent in separate packages, even if combined shipping was specified. We kindly ask for your patience until all items from your order have arrived.
You can choose your preferred currency at the top of our website. The product prices will be automatically converted into the selected currency using the Google Finance converter. While most transactions are handled in EUR, the total order amount displayed on the order confirmation will be in EUR.
If your credit card account uses a currency different from EUR (e.g., USD), you may be charged at a different exchange rate than the one quoted on our website. Additionally, you may be subject to a foreign currency transaction fee. If you have any concerns, we recommend consulting 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.
We do not provide phone support as we believe that our 24/7 online support via email offers a more effective and efficient means of assistance. Our dedicated customer service team, comprised of real, friendly, and experienced individuals, is based at our headquarters in Europe. Rest assured that we are committed to providing prompt and reliable support through our online channels.
Please note that response times may vary due to different time zones and the current volume of support requests we are handling. We strive to provide timely responses within 1-5 days. However, please understand that certain inquiries or issues of a more complex nature may require additional investigation, which could extend the response time. During holidays or peak periods, when we receive a high influx of emails, the waiting times may be longer than usual. We sincerely appreciate your patience and assure you that we are committed to getting back to you as promptly as possible.
All 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, kindly check your Junk or Spam folders. Additionally, please ensure that any firewall or anti-spam software you have installed is not blocking our emails. If you continue to experience difficulties, it is possible that an incorrect or invalid email address was entered during the ordering process. In such cases, we recommend reaching out to us by completing the form provided and selecting the ‘Not receiving notifications’ subject. Our team will assist you further in resolving the issue.
To get more information or if you have general questions about a product before making a purchase, please reach out to us by filling out the form available on our website. Kindly select the ‘Presales’ subject, and our team will be happy to assist you.