Contact us

Thank you for your interest in our services. Below is a comprehensive overview of our customer support hours, communication guidelines, pricing, international shipping, and global customs policies.

Customer Support Hours & Response Times

Regular Hours:
• Monday to Friday: 10:00 a.m. – 2:00 p.m. (PT)

Extended Support Hours:
• Mondays & Fridays: 10:00 a.m. – 3:00 p.m. (PT)

Closed:
• Weekends and all BC statutory holidays

Response Time:
• Please allow up to 72 hours during high contact volume.
• Emails sent after 1:00 p.m. on Thursdays, or during weekends, will be processed the following Monday (Day 0).

Communication Etiquette:
To avoid delays, please do not send multiple emails about the same issue, as duplicate messages may be filtered into spam.
For the fastest assistance, please include all specific questions and relevant details in your first message.

Quick Resources

• FAQs: Browse our full Frequently Asked Questions page.
• Order Status: Click here to track your order.
• Global Notices:
– Israel Conflict — Important Notice
– Ukraine Updates
– COVID-19 Updates

Pricing & Currency

Currency Notice:
All prices on our website are listed in USD (United States Dollars) by default.
You may use the currency selector to view approximate conversions in your local currency, but all orders are billed and processed in USD.

Customers are responsible for any import duties, taxes, or customs fees applied by their local authorities unless explicitly stated otherwise.

Product Representation & Availability

Products displayed on our website represent global merchandise available through our partners.
Please note that:

• Prices, options, and availability may vary by location.
• International versions of products may differ in packaging, materials, labeling, or language.

International Shipping

We proudly ship to over 150 countries worldwide.
If your country does not appear at checkout, please contact us — we may still be able to accommodate your location.

Customs Duties & Import Taxes (Global Policy)

Customs rules vary by country and may change without notice.
To provide a smoother delivery experience, we prepay VAT, GST, or customs duties (DDP) for many major markets such as:

European Union (EU) — VAT prepaid for most orders, especially made-in-EU clothing
United Kingdom — Select products shipped with prepaid VAT
Australia, Singapore, Korea, Japan, UAE — Many orders eligible for prepaid taxes

However, customs offices worldwide operate under their own regulations.

✔ Most customers do not pay additional fees

❗ In rare cases, local customs may still apply taxes or handling fees outside our control

If this occurs, these charges must be paid by the recipient.

Important on Customs Thresholds

Countries such as the United States, Canada, Australia, the EU, Mexico, Singapore, Japan, and others each maintain their own duty-free thresholds and tax policies.
These thresholds change frequently, and shipment type (postal vs. courier), product category, and country of origin can affect whether duties apply.

Because these rules often change, any reference thresholds shared online should be considered examples only — your local customs authority has final decision-making power.

Special Notice for Korean Cosmetics

Some beauty products shipped directly from Korea may require prepaid tax/duty before shipment, typically starting from $25 USD.
These items generally dispatch within one week using expedited shipping for faster delivery.

Accuracy of Product Information

Product information is supplied by manufacturers, suppliers, and third-party partners and may include details such as:

Packaging
Ingredients
Allergen lists
Materials
Safety warnings
Nutritional information
Country of origin

Because this information is not independently verified, please review all labels, warnings, and instructions upon receiving your product.
For exact specifications, we recommend contacting the manufacturer directly.

Intellectual Property

We remain committed to upholding copyright and trademark integrity.
If any content from suppliers or partners raises IP concerns, we provide a streamlined process to address or remove such material promptly.

Color Accuracy Disclaimer

We strive to display colors as accurately as possible; however, device screens and monitors may cause slight variations.
If you have questions about product colors or materials, our support team will be happy to assist.

Support Policy

Hours:
Monday to Friday, 9:00 a.m. – 3:00 p.m. PT

Response Time:
While many inquiries are answered within 24 hours, please allow 1–3 business days during peak periods.

Follow-Up Etiquette:
Please avoid follow-up emails until we have replied — multiple submissions can slow down your ticket.

Harassment & Code of Conduct

We enforce a zero-tolerance policy for inappropriate behavior toward staff or contractors, including:

Racism
Sexism
Discrimination
Harassment
Threats
Abusive language

Violations may result in service refusal or account restrictions.

Your Questions & Feedback

Your feedback helps us improve continuously.
If you have questions or concerns:

• Contact us Monday to Friday, 10 a.m. – 2 p.m. PT
• Include specific questions to expedite your response
• Expect up to 72 hours for replies during busy periods

Emails received after 1 p.m. on Thursdays or over weekends will be processed on Monday (Day 0).