Frequently Asked Questions
No, unfortunately we cannot modify orders once they have been placed. You may cancel an order before it is processed and place a new order. We're sorry for this inconvenience.
We make every effort to ship your items together, but there will be times when we may have to divide your order into multiple shipments due to the size of the packages and the availability of products ordered.
Please note that when an order is divided into multiple shipments, you won't be charged any additional fees. You will receive separate emails with the tracking number as well as the expected products in the shipment.
We strive to process and deliver your orders in an efficient and timely manner. You may cancel an order in your account within two hours after it is placed. If you need to cancel an order after 2 hours and the order has not been shipped, we'll do our best to help if you wish to contact our Customer Support team. Read order cancellation for full details.
We are so sorry if you receive an incorrect order! Please contact our Customer Support team within 14 days of delivery with your order number and a picture of the incorrect product. We'll get back to you ASAP!
Please log in and visit your account center. Select an order to download an invoice accordingly.
Please fill in the VAT information on the checkout page when you place a new order. You may download the VAT invoice accordingly in your account center.
CHECKOUT & PAYMENTS
We accept all major credit cards, as well as PayPal.
*PayPal is currently unavailable in the US and our team is working on it. Stay tight!
Once you are prompted to enter your payment information during checkout, please select the PayPal option and you will be redirected to PayPal to complete your payment information at this time.
An account is required in order to shop from our web store. This makes it easy to check on the status of your orders and gives you access to your full order history. You can also save your shipping information for a quicker checkout experience!
Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience and appreciate your understanding!
When placing an order, the final total you see during checkout is in XXX currency. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees!
If you are using your credit card, please ensure that you enter the card information as well as the billing information correctly. If a payment fails, please contact your bank and verify the transaction.
SHIPPING & DELIVERY
Sometimes tracking information can be incorrect, and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or shipping carrier for more information in the meantime! If you do not receive your order in a couple of days, please contact our Customer Support team within 14 days of the last tracking update, with your order number and tracking information.
In-stock orders usually ship within 2-4 business days.
Pre-orders have an estimated time of arrival(ETA) when the order will be shipped out from the local warehouse. You may find the ETA time in your order summary via email or in your account.
Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.
Once your order ships, you will receive an email with a tracking number that you can use to track your package’s journey. You can also access the tracking number for your order in your account. It is located under your Account Details, where your full order history is accessible.
If your order is shipping to a domestic address, shipping typically takes 3-7 business days. If it is an international order, shipping may take 10-21 business days. Please note that business days do not include weekends or holidays.
We recommend reaching out to the shipping carrier for more information on the status of your order. If your order has exceeded typical shipping times, please contact our Customer Support team.
We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you. If the tracking wasn't updated for more than 3 days, please contact our Customer Support team or shipping carrier directly for further help.
We currently ship to Germany, France, Netherlands, Austria, Belgium, Italy, Spain, Portugal, Switzerland, Denmark, Finland, Sweden, Norway, Ireland, Poland, Czech Republic, Luxembourg, Croatia, Estonia, Hungary, Latvia, Lithuania, Slovakia, Slovenia, Bulgaria, Greece, Romania, Cyprus, Malta
RETURNS & REFUNDS
Unfortunately, we are unable to assist you on returns of any purchases from resellers. Please reach out to the reseller for more information on their return policy!
Unfortunately, we are only able to issue a refund to the original payment method for the order. Please reach out to your bank for more information on how to reroute the funds to a different account.
If you return your order to us:
Please initiate a return process and send the required information to us. Please be aware you will be responsible for the cost of return shipping, duties and taxes.
If your package was returned to us by a shipping carrier:
We’re so sorry to hear that your purchases are coming back to us! You can use your tracking number to estimate when the package will return to us. We will issue a refund once we physically receive your order back at our warehouse and confirm that your package was undeliverable. If you would like to purchase the same products, you will need to place another order. We apologize for any inconvenience this may cause.
Sometimes, if the courier didn't contact you or nobody was home at delivery, the courier may return the package. We recommend that you monitor the tracking status and keep the phone on at delivery. If the package has been returned, you may also contact the local courier directly, which is more efficient.
We want you to love your purchase, but if you are not completely satisfied, you are eligible for a return within 14 days from the day you receive the goods. Find Return Policy for full details.