FAQs

1. Can I change my shipping address after placing an order?

  • Please be advised that your shipping address cannot be revised after the order has been placed successfully.
  • However, before your order being shipped, we will try our best to help you to revise your shipping address. So please make sure that your shipping address is right and if you have any question, please feel free to contact us.

2. Cancellation: 

  • Orders can be cancelled within 6 hours of placing them. If you cancel order after 6 hours or after the order being shipped, you cannot receive a refund.

3. Duties & Taxes

  • UK and EU* Customers  - Customs Fees are Pre-paid so you do not have to worry about Customs duties on arrival and the package will be delivered as normal. 
  • *Please note this does not include Slovakia, Slovenia, Luxembourg, Hungary, Austria, Bulgaria, Czech Republic, Estonia, Romania who may have to pay customs fees.
  • USA, Canada & Australia Customers do not pay customs fees.
  • For other countries *Your order may be subject to tariffs, duties and value-added tax (VAT) when it arrives at your country, however this is rare. These costs are not included in the product prices. Please contact your local customs office for more information.  

4. How do I track my order?

  • We try our best to ship items as fast as we can. Please allow 2-5 business days to start shipping your order.
  • Tracking numbers will be updated 3-5 days after your order has been shipped. This happens once the courier sends us the tracking information.
  • If you haven't received your tracking number after 7 business days, please contact us.
  • Business days do not include weekends. Please track your order via our website for updates on your package(s). It is updated in real-time.
  • General Inquires about when your package will be received also vary with customs and when they release your package.
  • Every country is different when packages reach customs, so please be patient. We do not have control over how long customs keep your parcels or the checkpoints between them. 
  • When your package reaches your country, you will be notified who the last mile courier will be.
5. Return & Refund (see return & refund policy for detail)
  • Your 100% satisfaction is important for us. If a product gets damaged or is faulty upon delivery - we offer a full refund. We require proof of damage or if the product was faulty upon delivery of the item(s), e.g. pictures and video. 
  • We do not accept refunds if the customer does not like the product or changes their mind.
  • If your package was deemed delivered with proof of delivery by the courier, attempts were made to deliver it, and it is returned to the shipper, you do not quality for a refund. 
  • If you fail to pick up your package at your local courier's office and/or designated pick-up station, and/or if your delivery has a failed attempt and it is returned and/or you do not pick it up, you do not qualify for a refund.

6. I have ordered multiple items, will they all arrive at the same time?

  • If you have ordered multiple items, some packages may be shipped separately during the shipping process.