Frequently Asked Questions
Do you have any questions or need to get more information? Please check the frequently asked questions and our answers below:
How do I cancel my order?
Since our goal is to pack and ship out orders as quickly as possible, orders can only be cancelled within 6 hours of purchase. To cancel your order, please use our contact form at the bottom of this page and select the ‘Cancel order’ subject. It’s also important to provide a correct order number, otherwise we can’t process your request to cancel. Requests without a correct order number will not be processed! Any payment for the order will be refunded to your original payment method. If you paid with a credit card, your card will be issued a refund. If you paid through PayPal, your PayPal account will be refunded. Important: Please keep in mind that if you cancel an order, the funds may have a hold on them for 1-3 days by your bank or credit card issuer. Please understand that these holds are completely out of our control.
How do I make changes to my order (e.g. change the address) ?
The easiest way to make changes to your order is to cancel it within 6 hours (see instructions above) and place a new order.
How do I request a refund?
You can request a refund or reshipment for ordered products if you do not receive them within the guaranteed time (50 business days, not including 2-5 day processing), if you received the wrong item (see instructions below), if you do not want the product you have received (you must return the item at your expense and the item must be unused) or if you cancel your order within 6 hours of purchase (see instructions above). We do not issue the refund if your order does not arrive due to factors within your control (e.g. providing the wrong shipping address), your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster) or if you cancelled your order after 6 hours of purchase. You can submit a refund request by filling out our contact form at the bottom of this page and select the ‘Refund order’ subject. It’s also important to provide a correct order number, otherwise we can’t process your request to refund. You can submit refund requests within 15 days after the guaranteed period for delivery (50 business days) has expired.
What is the status of my order? Has it already been shipped?
Please note the estimated delivery time is 10-30 business days to most countries, after shipment. However the maximum delivery time is 50 business days. Usually our delivery partners will ship the products like expected (10-30 business days). You will receive an email with a tracking number once your order is shipped, but sometimes due to free shipping tracking is not available. For logistical reasons, items in the same purchase may be sent in separate packages even if you’ve specified combined shipping. We are not responsible for any custom fees once the items have been shipped.
How do I track my order?
Tracking numbers are assigned to packages when they ship. Once they’ve shipped, you’ll receive an email which includes a tracking code. Sometimes due to free shipping tracking is not available unfortunately. The best website to track your order is http://global.cainiao.com. Please note that the current status may not be the actual status. so if a package is not moving, it could be in your country already and not be updated yet. The maximum delivery time is 50 business days.
I received the wrong product or my order doesn't match the picture/description. What do I do?
If you believe what you have received is not what you expected or as described on the product detail page, please check the order confirmation in your mailbox. Sometimes we did send the correct product, because there are several product variations you can choose on the product detail page (often with different prices). It is possible you picked the variation you received, instead of the ‘main’ product shown on the product page. If you still believe we sent the wrong product, please fill out our contact form at the bottom of this page and select the ‘Wrong product received’ subject. You will need to upload one or more clear photos showing the incorrect item(s) you received. It will also help if you provide us a detailed description on how the item differs from the product information listed on our website. It’s important to enter a correct order number as well when you submit the contact form.
What should I do when I have received damaged goods?
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.
I ordered multiple products but I have only received one/some of them?
For logistical reasons, items in the same purchase may be sent in separate packages even if you’ve specified combined shipping. So please be patient until the other item(s) arrive.
In what currency will I be charged?
You can select the currency you prefer on top of our website. All product prices will be automatically converted into the selected currency according to Google Finance converter. Most of the time all transactions will be handled in EUR, this means you will see the total order amount on the order confirmation in EUR. 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. You may also be subject to a foreign currency transaction fee. Please consult your bank or credit card provider if you are unsure. We are not responsible for the exchange rate of any charges your bank or issuing credit card company may charge you.
Why doesn't your customer service offer phone support?
We don’t offer phone support because we truly believe it wouldn’t be possible to provide the same effective assistance over the phone. We offer 24/7 online support via email. All customer service agents are real, friendly and experienced humans working from our headquarters in Europe.
How long will it take to respond to my support request?
Response times may vary because of the different time zones. They are also based on the support volume we are currently experiencing. We try to respond as quickly as we can within 1-5 days, but it may take longer for more complex questions/issues that require investigation. During holidays, we are receiving a large number of incoming emails which leads to longer than usual waiting times. We thank you for your patience and will get back to you as quickly as possible.
Why am I not receiving any email notifications?
Order confirmations and shipping notifications are sent to the email address you provided when placing the order. If you don’t see the verifications email in your inbox, please check your Junk or Spam folders. Also verify any firewall or anti-spam software you have installed is not blocking our emails. If this is not helping you may have entered a wrong or invalid email address during the order process. Please contact us by filling out the contact form at the bottom of this page and select the ‘Not receiving notifications’ subject.
I have a general question about a product before purchasing it?
Please contact us by filling out the contact form at the bottom of this page and select the ‘Presales’ subject.