What payment methods do you accept?
We accept all major card providers (VISA, Mastercard, AMEX) and PayPal. We do not accept personal cheques, money orders, direct bank transfers, or cash on delivery.
How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
What do I do if I have missing items in my order?
If something is still missing, please contact us immediately at firstname.lastname@example.org
SHIPPING & DELIVERY
When will my order be processed?
We processes orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day. Please note that we don't ship on weekends. Please allow extra time for your order to be processed during holidays.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
When will my order arrive?
All items in store take 1-3 business days to process and depending on your location, 5-20 working days to be delivered. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country. Please also note that during high volume periods such as the holidays, processing and delivery times may increase and unfortunately this is not in our realm of control.
Is my order eligible for free shipping?
Free worldwide shipping is available on all orders over €10. There may also be free shipping promotions for customers that are subscribed to our mailing list. Your order will be shipped using economy shipping.
How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return and a photo. Due to hygienic issues, some of the products that we sell are unable to be returned. Our customer service team will review the return request and will send further instructions if the return is approved. Contact can be made via our contact form or via email at email@example.com
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 7 days from receiving your order if you received a product that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.