Do you have any questions or need to get more information? Please check the frequently asked questions and our answers below:
Unfortunately, we cannot modify orders after they have been placed. However, you may cancel your order within 6 hours of purchase (please see instructions above) and place a new order with the correct information. We apologize for any inconvenience this may cause
You can request a refund or reshipment for your ordered products under the following circumstances: if you do not receive your order within the guaranteed delivery time (which is 50 business days, not including 2-5 day processing), if you have received the wrong item (please refer to our instructions below), if you do not want the product you have received (in which case, you must return the item at your own expense, and it must be unused), or if you have cancelled your order within 6 hours of purchase (see our instructions above). Please note that we cannot issue a refund if your order does not arrive due to factors within your control (e.g. providing an incorrect shipping address), if your order is delayed due to exceptional circumstances outside our control (e.g. clearance by customs, natural disasters), or if you cancelled your order after 6 hours of purchase. To request a refund, simply fill out our contact form located at the bottom of this page and select the ‘Refund order’ subject. Please ensure that you provide the correct order number to facilitate the processing of your refund request. You may submit your refund request within 15 days after the guaranteed delivery period (50 business days) has expired.
Our estimated delivery time within the USA is 8-12 business days, while internationally it is 10-18 business days. You will be notified by email once your order has been shipped, and you will also receive a tracking number. However, please note that sometimes, tracking is not available due to free shipping. Please keep in mind that items in the same order may be shipped in separate packages for logistical reasons, even if you have specified combined shipping. Please be advised that any custom fees that may arise after shipment are not our responsibility.
Yes, it is possible to track your order. Once your order has been shipped, you will receive an email that includes a tracking code. However, please note that sometimes tracking is not available due to free shipping. To track your order, please visit our Tracking page. Please keep in mind that the current status displayed may not reflect the actual status of your order. For instance, if your package has not moved, it could already be in your country and not updated yet. Finally, please be aware that the maximum delivery time for your order is 50 business days.
If you receive a product that you believe does not match the description or is not what you ordered, please first check your order confirmation to ensure that you selected the correct product variation. If you are still convinced that the wrong product was sent to you, please fill out our contact form at the bottom of this page and choose the subject “Wrong product received.” Provide a detailed description of how the item differs from the product information on our website and upload clear photos of the incorrect item(s) you received. Don’t forget to include the correct order number. We will review your request and take the necessary action.
If you have received damaged goods, we apologize for the inconvenience. Please use our contact form at the bottom of this page and select the subject “Damaged Product Received”. To assist us in resolving the issue, please provide a detailed description of the damage and attach one or more clear photos showing the damage. Our team will review your request promptly and contact you as soon as possible to provide a solution.
It’s possible that the items you ordered are being shipped separately due to logistical reasons, even if you chose combined shipping at checkout. Please wait for the remaining items to arrive. If the other items do not arrive within the estimated delivery time or you believe there is an issue with your order, please contact us via our contact form at the bottom of the page and select the ‘Missing items in my order’ subject. Please make sure to include your correct order number and any relevant details. Our team will review your inquiry and get back to you as soon as possible.
The prices of products will automatically be converted to the selected currency based on Google Finance converter. However, please note that transactions are generally processed in EUR, and the total amount will be displayed in EUR on the order confirmation. If your credit card is in a different currency, you may be charged at a different exchange rate than the one displayed on our website, and you may also incur a foreign currency transaction fee. We advise you to contact your bank or credit card provider for more information on exchange rates and fees. Please be aware that we are not responsible for any charges or fees imposed by your bank or credit card company.
Our decision not to offer phone support is based on our belief that we can provide more effective and efficient assistance through our 24/7 online support via email. This allows us to respond to customer inquiries in a timely and comprehensive manner, ensuring that each customer receives personalized attention from our experienced customer service agents. Rest assured that all of our agents are real, friendly and ready to assist you with any questions or concerns you may have.
We understand that receiving a prompt response is important to our customers. Our response times can vary due to different time zones and the support volume we are experiencing at the time. We aim to respond to all support requests within 1-5 days, however, more complex questions or issues that require investigation may take longer. Please note that during holidays or peak periods, we may experience a larger number of incoming emails which may result in longer waiting times. We appreciate your patience and assure you that we will get back to you as quickly as possible.
If you have not been receiving email notifications from us, please first check your Junk or Spam folders, as our order confirmations and shipping notifications are sent to the email address you provided when placing the order. If you still cannot find our emails, please ensure that any firewall or anti-spam software you have installed is not blocking them. If you continue to experience issues, it is possible that you entered an incorrect or invalid email address during the order process. In this case, please contact us by filling out the contact form at the bottom of this page and selecting the ‘Not receiving notifications’ subject. Our team will work with you to resolve the issue as quickly as possible.
If you have a general question about a product before making a purchase, we would be happy to assist you. Please fill out the contact form located at the bottom of this page and select the ‘Presales’ subject. Our team will respond to your inquiry as soon as possible.