Frequently Asked Questions

If you have any inquiries or require additional information, please take a moment to review the frequently asked questions and corresponding answers provided below:

To cancel your order, please submit a cancellation request within 6 hours of purchase using the contact form below. Select the ‘Cancel order’ subject and provide the correct order number. Refunds will be issued to the original payment method, with credit card refunds taking 1-3 days to process. Please note that holds placed on funds by your bank or credit card issuer are beyond our control.

If you need to make changes to your order, the simplest solution is to follow the cancellation process within 6 hours (as explained above) and then proceed to place a new order with the desired changes.

If you encounter any issues with your order, such as non-receipt within the guaranteed time (50 business days, excluding 2-5 day processing), receiving the wrong item, or if you decide you no longer want the product you received (with the condition that the item remains unused and returned at your own expense), you have the option to request a refund or reshipment. Additionally, if you cancel your order within 6 hours of purchase, you are eligible for a refund (as described in the instructions above). However, please note that refunds will not be issued under certain circumstances, such as when the non-delivery is due to factors within your control (e.g. incorrect shipping address), exceptional circumstances beyond our control (e.g. customs clearance delays, natural disasters), or if you cancel your order after the 6-hour timeframe. To initiate a refund request, kindly complete the contact form at the bottom of this page and select the ‘Refund Order’ subject. Please ensure to provide the correct order number for us to process your refund request. It’s important to note that refund requests must be submitted within 15 days after the guaranteed delivery period (50 business days) has expired.

Kindly take note that the estimated delivery time for orders within the USA is approximately 8-12 business days, while international orders may take around 10-18 business days to arrive. Once your order has been shipped, you will receive an email notification containing a tracking number. However, please be aware that tracking may not always be available for orders with free shipping. It is important to understand that, for logistical reasons, items from the same purchase may be shipped separately, even if you have requested combined shipping. We would like to emphasize that any customs fees incurred after the items have been shipped are the sole responsibility of the customer.

Tracking numbers are assigned to packages at the time of shipment. You will receive an email notification containing the tracking code once your package has been shipped. However, please be aware that in some cases, tracking may not be available for orders with free shipping. To track your order, you can visit our Tracking page and enter the provided tracking code. Please keep in mind that the current status displayed on the tracking page may not always reflect the real-time location of the package. It is possible that the package has already arrived in your country but has not been updated in the tracking system yet. We understand that waiting for updates can be frustrating, but we kindly ask for your patience. The maximum delivery time for your order is 50 business days, and if you have any concerns or questions regarding the status of your package, please don’t hesitate to contact our customer support team.

If you feel that the item you have received does not match your expectations or the description provided on the product detail page, we kindly ask you to refer to your order confirmation email in your mailbox. In some cases, the item you received may be the correct product, but it could be a specific variation that you selected from the available options on the product detail page, which may have different prices associated with them. Please double-check if the received item corresponds to the variation you chose rather than the “main” product displayed on the page. However, if you are certain that the wrong product has been sent to you, we apologize for the inconvenience. To address this issue, please complete the contact form located at the bottom of this page and select the subject “Wrong product received.” It is important to provide clear photographs clearly showing the incorrect item(s) you received. Additionally, including a detailed description of how the item differs from the product information listed on our website will greatly assist us in resolving the matter promptly. Please ensure that you enter the correct order number when submitting the contact form.

Please fill out our contact form at the bottom of this page and select the ‘Damaged product received’ subject. You will need to upload one or more clear photos showing the damage and provide us a detailed description. Our team will review your email and contact you as soon as possible.

Please note that due to logistical considerations, items from the same purchase may be shipped in separate packages, even if you have chosen combined shipping. We kindly ask for your patience until all items have been delivered.

You can choose your preferred currency at the top of our website. The product prices will be automatically converted to the selected currency using the Google Finance converter. Please note that most transactions will be processed in EUR, and the order confirmation will display the total amount in EUR. If your credit card is in a different currency, such as USD, you may be charged at a different exchange rate and could incur foreign currency transaction fees. For any questions or concerns regarding the exchange rate and potential charges, we recommend contacting your bank or credit card provider as we cannot be held responsible for any fees imposed by them.

In order to provide the best possible assistance, we have chosen not to offer phone support. We believe that our 24/7 online support via email allows us to offer more effective and efficient assistance. Rest assured that our customer service team is comprised of real, friendly, and experienced individuals who are dedicated to helping you. Our team operates from our headquarters in Europe, ensuring that your inquiries are handled by knowledgeable professionals. Should you have any questions or concerns, please don’t hesitate to reach out to us through our online support system.

Please note that response times may vary due to different time zones and the current volume of support inquiries we are receiving. We strive to respond as promptly as possible, typically within 1-5 days. However, for more complex questions or issues that require thorough investigation, it may take longer to provide a resolution. Please be aware that during holidays or periods of high email influx, the waiting times may be extended beyond our usual timeframe. We sincerely appreciate your patience and assure you that we are committed to addressing your concerns and getting back to you as swiftly as we can.

After placing an order, you will receive order confirmations and shipping notifications via email. If you cannot locate these emails in your inbox, we kindly ask you to check your Junk or Spam folders as they may have been filtered there. Additionally, please ensure that any firewall or anti-spam software installed on your system is not blocking our emails. In the event that you still haven’t received the notifications, it is possible that you may have entered an incorrect or invalid email address during the order process. To address this issue, we kindly request you to fill out the contact form at the bottom of this page and select the ‘Not receiving notifications’ subject. Our team will assist you further in resolving this matter.

If you have any pre-sales inquiries or need assistance before making a purchase, we encourage you to get in touch with us. Please take a moment to fill out the contact form located at the bottom of this page, and select the ‘Presales’ subject. Our dedicated team is ready to address any questions or concerns you may have to ensure you have a smooth and informed shopping experience. We look forward to assisting you!

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