A common problem

DO I NEED TO HAVE AN ORDER ACCOUNT?

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

  • Fast payment process
  • Easily view order status and order history
  • Receive notifications about our new releases and special offers

WHAT IF I FORGOT THE PASSWORD?

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

What happens if I enter the wrong 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 EXCHANGE PRICES?

All our transactions are based on EUR.  If your credit card is based on a different currency, your order total will be calculated using the daily exchange rate on the day your card issuer processes the transaction.

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept all major credit cards (VISA, Mastercard, AMEX) and cash on delivery.

HOW SECURE IS MY ONLINE ORDER?

When you purchase online using a credit card, all information is entered on an SSL secure website.  Your details are 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 TO CHANGE OR CANCEL AN ORDER?

We reserve the right, at any time after receipt of your order, to accept or reject all or part of the order in our sole discretion, including after you have received order confirmation or credit card authorization.  If your credit card was already authorized for the purchase and the order is canceled, your original payment method will be credited. 

Any cancellation after your order has been placed will incur a $0.50 cancellation fee regardless of when the order was placed (even if it is just a second later) as the merchant's processor/credit card charges us a cancellation fee.  

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

HOW DO I SET MY SHIPPING ADDRESS?

Because our website and service are in English, all information you enter must be in English, including punctuation.  If some of the letters in your address contain non-English letters, it is recommended to use similar English letters.  For example, you can type the letter "?"  to "c".

CAN I CHANGE THE SHIPPING ADDRESS after placing the order?

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

When will my order arrive?

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

HOW CAN I TRACK MY ORDER?

Once your order has shipped, we will email you tracking information.  You will usually receive a tracking number one day after your order ships.

You can track your order  

CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?

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

WHAT DO IF ITEMS ARE MISSING FROM MY ORDER?

If anything is missing, please contact us immediately.

When will my order be fulfilled?

All orders are    processed and shipped  as quickly as possible.  Please allow additional time to process your order during the holiday and sales seasons.   

We process orders from Monday to Friday.  Orders are processed within 2-3 business days from the order date and shipped the next day after completion.  Please note that we do not ship on weekends. 

Please contact us if you do not receive tracking confirmation within 5 business days of payment completion.

Will customs duties and taxes be charged?

Prices displayed on our website are tax-free in USD.  This means you may have to pay customs duties and taxes once you receive your order.

Import taxes, duties and related customs fees may apply when your order arrives at its destination.  These 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 any delays caused by the customs department in your country.  For more information about fees, please contact your local customs office. 

HOW TO RETURN AN ITEM?

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

Please see our returns policy for a list of final sale items.  All returns must be in original condition with intact packaging.

What should I do if the items 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 goods.  Once you receive your shipment, please include your order number, product photos and any related references.  We will make every effort to resolve your case as quickly as possible.

How long does the return process take?

Returns may take up to 14 business days from the date we receive the returned item.  Once your return has been processed, we will send you a confirmation email.

When will I receive my refund?

All refunds will be credited to your original payment method.  If you paid by credit or debit card, your refund will be sent to your card-issuing bank within 7-10 business days of receipt of your returned item or cancellation request.  Please contact your card-issuing bank if you have any questions about when funds will be posted to your account.

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