FAQ
Do I need an account to order?
No, you can also place an order as a guest. But there are some advantages if you have an account with us:
- Fast payment process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
What if I forgot my password?
On the login page, click on “Lost your password?” and you will be redirected to a page where you can create a new password.
Are there exchange rates?
All our transactions are in euros. If your credit card is denominated in another currency, your order total will be calculated at the daily exchange rate in effect on the date your card issuer processes the transaction.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard) 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 make an online purchase with your credit card, all your information is entered into a secure SSL webpage. 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 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 part thereof, at our sole discretion, even 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 payment method.
Any cancellation made after an order has been placed will be subject to a cancellation fee of €0.5, regardless of what time the order was placed (even if it's just a second later), because the merchant processor/credit card charges us a fee for cancellations.
Please note that any order already packed or shipped cannot be cancelled.
Can I change my delivery address after placing an order?
Please note that your shipping address cannot be changed once the order has been processed or shipped. Please update your shipping address with your residential address instead of your business address, as we do not know how long the destination customs department will hold the package.
When will my order arrive?
Delivery time depends on the shipping option you choose. Once your order has been shipped, we will email you your tracking information the next day, as tracking information is usually available 24 hours after the order has been shipped. We are not responsible for delays caused by your country's customs department.
How do I track my order?
We will email you your tracking information as soon as your order ships. Typically, you will receive the tracking number one day after your order ships.
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.
When will my order be processed?
All orders are processed and shipped from our overseas warehouse. Please allow additional time for processing your order during holiday and sale periods.
We process orders between Monday and Friday. Orders will be processed within 2 to 3 business days from the order date and shipped the day after the processing day. Please note that we do not ship on weekends.
Please contact us if you do not receive a tracking confirmation after 5 business days from the day you made your payment.
Will I have to pay customs duties and taxes?
Import taxes, duties, and associated customs fees may be charged once your order arrives at its final destination, which is 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 your country's customs department. For more details on fees, please contact your local customs office.
How to return an item?
If you are not satisfied with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Please include your order number and the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.
For a list of final sale items, please see our Return Policy. All returns must be in their original condition with the packaging intact.
What happens if the item(s) I received are defective/incorrect/damaged?
Please contact us within 7 days of receiving your order if you have received incorrect, missing, and/or defective merchandise. Please include your order number, photographs of the item(s), and all associated references upon receipt of your package. We will do our best to resolve your case as quickly as possible.
How long does the return process take? Returns can take up to 14 business days to process from the day we receive your return. We will send you an email to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. Please contact the card-issuing bank with any questions about when the credit will be posted to your account. If you have not yet received a credit for your return, here's what to do: Contact your bank/credit card company. It may take some time for the refund to be posted to your account.