Frequently Asked Questions
Do I need an account to place an order?
No, you can also place an order as a guest. However, there are some benefits if you have an account with us:
- Faster checkout process
- Easy overview of your order status and order history
- Receive updates about our new arrivals and special offers
What if I forgot my password?
Click on "Forgot Password?" on the login page, and you will be redirected to a page where you can create a new password.
What if I entered the wrong email address?
Please contact us so we can update your email address. We can change your email address, name, and address, but we cannot change your order. Please provide your address in full detail to avoid packages being returned or ignored.
Are there any currency exchange rates?
All our transactions are in GBP. If your credit card is in another currency, the total amount will be converted based on the exchange rate on the day your card issuer processes the transaction.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal. We do not accept personal checks, money orders, direct bank transfers, debit cards, or cash on delivery.
How secure is my online order?
When you shop online with a credit card, all your data is entered on an SSL-secured website. Your data is then SSL-encrypted and sent directly to our credit card provider network for authorization. Your credit card information is not stored on our servers.
How can I change or cancel my order?
We reserve the right to accept or decline any order, in whole or in part, at our discretion. If your order is canceled after credit card authorization, a refund will be issued to the original payment method.
Any cancellation after placing the order is subject to a €0.5 fee. Orders already packed or shipped cannot be canceled.
How do I enter my shipping address?
Since our website and service are in English, all information must be entered in English, including punctuation. For non-English letters, please use similar English letters (e.g., replace "?" with "c").
Can I change my shipping address after placing an order?
Shipping addresses cannot be changed once the order is processed or shipped. Please use your residential address instead of a business address due to potential customs delays.
When will my order arrive?
Delivery time depends on the shipping method chosen. Tracking information will be sent by email the next day. We are not responsible for delays caused by customs in your country.
How can I track my order?
Tracking information will be emailed to you once your order is shipped, usually one day after shipping.
Can I use multiple discount codes in one order?
Promo codes and discounts cannot be combined unless otherwise specified.
What should I do if items are missing from my order?
If anything is missing, please contact us immediately.
When will my order be processed?
All orders are processed and shipped from our overseas warehouse. Orders are handled Monday to Friday, usually within 2-3 business days, and shipped the next day. No weekend shipping. Contact us if you do not receive a shipping confirmation within 5 business days of payment.
Will I be charged customs and taxes?
Prices on our website are tax-free in USD. Import taxes, customs duties, and related fees may be applied once your order reaches the destination. These are determined by your local customs office and are your responsibility.
How do I return an item?
If you are not satisfied with your purchase, contact us within 30 days of receiving your order with your order number and reason for return. Our support team will review your request and provide instructions if approved. Sale items may be excluded. All returns must be in original condition and packaging intact.
What if the items I received are defective/wrong/damaged?
Contact us within 7 days of receiving your order for wrong, missing, or damaged items. Include your order number, photos, and any relevant notes. We will resolve the issue as quickly as possible.
How long does it take to process returns?
Returns may take up to 14 business days from the day we receive them. We will notify you by email once processed.
When will I receive my refund?
Refunds will be credited to your original payment method. Credit/debit card refunds take 7-10 business days after receiving the returned item. Contact your card issuer for confirmation. If you haven’t received a refund, contact your bank/credit card company as it may take time to process.