FREQUENTLY ASKED QUESTIONS
ORDERS & DELIVERY
Where is my order?
MANAGING MY ACCOUNT
- Tap View account settings. Log in to your account. In the Details section, tap Change email. In the New email box, enter your new email address.
- Log in your account, select "addresses" to add a new one or edit an existing one
- You can choose how you'd want us to contact you. If you don't want to hear about great new offers, just simply log into your account, click on contact preferences and untick the boxes.
- If you know your password its simple! Log into your account using your current password, then under the account information section, you have the option to change your password. If you've forgotten your password, at the account log in page select the forgotten password option and follow the steps to reset. If that doesn't work, please get in touch by contact us.
- How do I change my payment details?
- Log into your account, select payment details and either add, delete or edit your payment options.
Currency & Language:
- All prices are in USD.
- To select the local currency or language, click on the drop-down menus in the upper-right corner of the page.
- Errors can occur, and if you come across a situation where a product's price is unexpectedly lower on our website than its actual value, we're committed to either honoring the displayed price or offering suitable alternatives to our valued consumers.
- Kindly note that a price match option is not available.
- We cover most duties, but occasionally clients may be asked to pay extra costs for which they are liable.
- Good to know:
- There are no customs fees for US goods under USD $800.00, Mexican orders under USD $50, Australian orders under USD $756, or Canadian orders under USD $40 or CAD $60.
- Duty-free on all local orders delivered to all EU addresses from European fulfillment centers and to all other local shipping destinations from other local warehouses (please check the product description to see where it shipped from).
Ukraine and Coronavirus updates:
- We continue to deliver your purchases despite the Covid-19 problem and hectic periods.
- You may receive different shipments for the same order as we have international distribution centers.
- Shipping timeframes may take longer if any of the items in your order are from one of our special order catalogues.
- Our special order products (including sale, clearance, wholesale, trade, made-to-order, personalized, customized, and pre-ordered items) are final sales and may take 3-7 business days to ship. Wholesale and trade orders may take 4-6 weeks. Processing times may be longer during peak periods, natural disasters, or pandemics.
- We ship almost everywhere, with warehouses in Asia, America, Europe, and the Middle East.
- Buyers are responsible for any customs and import taxes that may apply.
- We are not liable for customs delays.
- For more information about International Shipping, please click here
- For more information about general Shipping & Handling, please click here
- We provide expedited shipping options for an extra fee.
- Orders are typically delivered within 3-7 business days.
- Contact us within 60 minutes of placing your order to request an upgrade to express shipping.
- An additional cost will apply for this option.
- Our standard processing time for order fulfillment is typically between 3-7 business days.
- We begin processing orders immediately upon receipt.
- To modify or cancel your order, contact us within 60 minutes of order placement.
- Requests received after this timeframe may not be accommodated, and additional fees may apply.
- Processing times may be extended during peak periods, natural disasters, or pandemics.
- Orders placed on weekends will be acknowledged on the following business day, with processing beginning the next business day.
Compensation for late delivery:
- We offer compensation for late delivery: $5 for standard shipping and $10 for express shipping.
- Alternatively, we may surprise you with a random gift.
- You can expect to receive your compensation within 48 hours after notifying us.
Item Not Found Explanation:
Upon inputting your tracking number and receiving this notification, it is because of the following potential reasons:
Incorrect Number: The entered number might be incorrect. Kindly review and re-enter it. For further information on tracking, delivery notice cards, and reference numbers, consult the email we sent to you.
Shipping Label Creation: The fulfillment center successfully generated a shipping label, but the post office has not yet collected or received the item from the fulfillment center.
Delayed Tracking Update: Although the package might be received, the tracking number has not been updated within the system. This delay could take up to 5 business days to resolve.
International Shipment: In the case of a local country tracking number, it could pertain to an international item that has not yet reached your country. Consider tracking the item on the website of the international courier that initially shipped it, utilizing the original tracking numbers.
Lack of Tracking Inclusion: The chosen shipping method for this item might not encompass tracking.
Non-Tracked Courier Service: The fulfillment center or supplier dispatched this item through a courier service that lacks tracking capabilities.
Aging Tracking Number: If the item was shipped over a year ago, this scenario arises when an old tracking number is entered.
Updated Information: These outcomes reflect the latest updates in the general courier system. Nevertheless, our customer service representatives might possess additional internal information to provide further insights.
Explanation of Shipping Statuses:
"Departure from Outward Office of Exchange": This status implies that the parcel is prepared for an export customs security scan. Upon successful completion, it will be forwarded to the airline.
"Arrival at Inward Office of Exchange": This status signifies that the parcel has reached the import customs office in the destination country. Subsequent to the import customs clearance, the parcel will be handled by the destination country's postal service provider.
"Import Customs Scan": This status has three potential interpretations:
a. If the parcel originated overseas and displays the recipient's country as its location, it denotes that the parcel has arrived at the import customs of the destination country. It will be delivered upon completion of customs clearance.
"Sent to Airline": This status suggests that an overseas package has been handed over to an airline company. However, it does not guarantee that the parcel is on an aircraft.
"Electronic Data Received" Status: If your tracking result indicates solely "Electronic data received," it means that the seller/shipper has acquired a tracking number from the postal company but has not yet dispatched the goods.
"Shipping Notice Received" Meaning: When you encounter the phrases "Shipping notice received" or "Logistics order has been created," this indicates that the seller/shipper has acquired a tracking number using shipping software from the fulfillment center or supplier, yet the goods have not yet been shipped.
Parcel Delivery Issues:
If your tracking results reveal that the parcel has arrived in the destination country for an extended period without delivery information, it generally indicates a delivery problem. Possible reasons include incorrect address details, import customs hold, recipient unavailability during delivery attempts, or absence of a P.O. Box number on the parcel.
Six-capital-letter abbreviations such as CNBJSA, CNSZXA, USSFOS, USLAXD, BEBRUV, DEFRAA, GBBELA, and CAYMQA represent International Mail Processing Centers. Comprehensive information about the sorting center where your parcel is currently located can be obtained from the International Mail Sorting Centers.
LEGAL & DATA PROTECTION
- Your data
- These rights include the ability to control your marketing preferences. You can tell us you no longer wish to continue receiving marketing information from us at any time. If you would like to update your contact preferences you can do this by logging into My Account and editing your ‘Contact Preferences’. If you’ve forgotten your password, at the account log in page select the forgotten password option and follow the steps to reset. If that doesn't work, please get in touch by going to the 'contact us' tab on this page.
- If you don’t have an account you can also unsubscribe or ‘opt-out’ by using the unsubscribe button and following the link included in the footer of any marketing emails.
- Please allow up to a week for this to be processed. If you have any other queries in relation to how your data is managed you can contact us here.
- Terms of service
- Please click here
- Returns policy
- Please click here
For more information or any questions, please refer to our terms and policies or contact us directly. We value your business and are dedicated to providing you with the best possible customer experience.