Do I need an account to place an order?
No you don't need an account to place an order.
I placed a successful order, why haven't I received a confirmation email?
Please check your spam folder if you haven't received a confirmation email with an order number.
Still no information? Contact our Customer Care team via email@example.com to confirm the status of the order.
How do I know if my order went through?
When you place an order at our webshop an order confirmation will be sent to your email address. The order confirmation is also your receipt so please keep it for future reference.
When your order is confirmed and ready to be shipped, you will receive a shipping confirmation with a tracking number.
I entered the incorrect shipping address, how do I change it?
If you have made a mistake with your shipping details or need the order shipped to another address, please contact our Customer Care team via firstname.lastname@example.org as soon as possible with your order ID together with the new address and we will do our very best to amend it.
How long will it take to get my order?
It depends on where your shipping address locates. Overseas deliveries can take anywhere from 7-15 days. Delivery and tracking details will be provided in the order confirmation email.
My tracking number is not working?
A shipping confirmation will be sent out to your e-mail address as soon as your order is on its way, please allow a few hours before the link is active. If it's still not working, contact us via email@example.com and we will look into it.
Please note that during sale season it may take up to 48 hours before the tracking link is working and your order is visible online.
What shipping carriers do you use?
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
Can I use a PO box for my delivery?
No, we don't ship to PO boxes.
Can I return or exchange my product?
If you're not happy with the items you received you can return them to us within 14 days, providing that the items are in their original condition with no wear marks and with all labels still attached. Sealed packages for which the seal has been broken by you cannot be returned.
Please note that the return freight will be deducted from your refund.
To return simply email us directly to firstname.lastname@example.org and we’ll arrange local DHL service for the pick up and take you through the process.
We do not offer exchanges for now.
Can I cancel my order?
At this time, we are not able to cancel your order once the order has been placed. If you no longer want the items you purchased, please feel free to initiate a return. Once your order starts shipping, you can start the return process as indicated in the Return section. We invite our customers to carefully asses the purchasing decision before placing the order.
Do you offer free returns?
No we don't. The cost of returning is 10 USD. We implement our sustainability work in all aspects of our operation including shipping. Data shows that free shipping not only increases orders but also indicates more orders being placed before carefully assessing the purchasing decision which increase both outgoing and returned shipments - a consequence that affects our environment. Objective is to try to minimise environmental impact throughout our operation.
How do I pay for my order?
We accept all major credit cards; VISA, Mastercard, American Express, JCB and etc.,. For some markets we also accept PayPal, Apple Pay and Google Pay.
You can see your payment options at checkout.
Will my payments on this website be secured?
Yes. Our business entity has been carefully KYCed before we integrate with the most secured and reliable payment gateways in the world such as Paypal, Shopify payments, Stripe, etc.,… to accept your payments. We follow strictly all requested AML and anti-fraud policies accordingly.