FAQ

Order

Why haven’t I received an order confirmation via email?

If you haven’t received an order confirmation via email from us after placing an order, it may be because the email address you provided was incorrect. If this is the case, please contact us via our contact form so that we can update your order information and send you a correct order confirmation.

How do I know my order has been registered?

When you have completed an order, an order confirmation will be sent to the email address you provided. If you haven’t received your confirmation, it’s possible that it has ended up in your spam folder. Note that it can take up to 24 hours to receive your confirmation. If you have checked your spam folder and waited for 24 hours without receiving your order confirmation, we suggest you contact us through our contact form so that we can investigate this for you.

What happens if I provide the wrong address?

If you have provided incorrect information such as an incorrect delivery address, email address, or phone number when placing your order, please contact our customer service as soon as possible so they can manage your details before your order is shipped from our partner’s warehouse. Unfortunately, if incorrect information affects the delivery of your package and your order has already left our warehouse before you contact our customer service, it is your responsibility as the customer to cover any additional costs that may arise.

How can I cancel my purchase?

Please use our contact form to contact us as soon as possible. However, we would like to remind you that we cannot guarantee there will be enough time to cancel your order, as we strive to ship our products to our customers as quickly as possible from our partner’s warehouse.

Can I make changes to my order after purchase?

We understand that fast delivery is important to you, so we start processing your order immediately after it is completed. Unfortunately, this means that we cannot make any changes. Please cancel your order and create a new order.

Complaints

My package and products arrived damaged, what should I do?

If your package and products arrive damaged, please contact us immediately by sending pictures of both the damaged package and the damaged products via our contact form. We will handle your request as soon as possible after receiving the pictures of the damaged goods. Please do not return the damaged products on your own.

I have received the wrong products, what should I do?

Please review your order confirmation to ensure your order is correct. If you have not received the requested products, please contact us so that we can investigate and resolve any issues.

Delivery

How long is the delivery time?

Orders will usually be fulfilled 2-5 business days after you place your order. The delivery time is 2-10 business days from the order date until you receive your delivery (depending on where you live.). Please note that delays of 1-2 days may occur during high demand at the shipping company.

If you have not received your order within the expected delivery time, please ensure that you have provided correct information when placing the order. If you have done so and still have not received your order, please contact our customer service within 30 business days of the order date so we can assist you.

What are the shipping costs?

If your order is less than USD 60, a shipping fee of USD 6 will be added. However, if you shop for USD 60 or more, we offer FREE shipping.

How can I track my package?

We will process your order and do our best to pack and ship it as quickly as possible. As soon as the shipping company picks up your package, we will activate your shipment information and send a confirmation email with a tracking link. If you have not received the tracking link, please contact us through our contact form so we can assist you.

Why is my tracking link not active?

After your order has been shipped from our warehouse, you will receive a shipping confirmation containing your tracking link. Please note that it may take up to 48 hours after you receive the shipping confirmation for the tracking link to become active.

What happens if I don’t pick up my package?

If items are returned to our partner because the package was not picked up, we will contact you and store the package 30 days. If you wish, we will resend the products to you after confirming the shipping address. In this case, a fee of USD 12 will be charged. This fee covers the cost of double shipping, as well as the picking and unpacking of the items. If you don’t want the products or we can’t reach you within 30 days. We will charge a fee of USD 6 (Restocking fee) and refund you the rest of the order.

Returns

Can I return my order?

Yes, we have a 14-day return policy for items. To exercise your right of withdrawal, you must contact us via the contact form/email within 14 days of receiving the item and notify us that you wish to return it. Refunds are issued within 14 days from when we receive and approve the returned item. For complaints, contact us via the contact form/email and we will help you resolve the issue.

How do I make a return?

The package must be packed exactly as it was when you received it from us to avoid damage during return transport. Use protective paper to ensure that the products are not damaged. Once you have wrapped the products in paper, use tape. Please use the contact form to contact us and register your return. You will receive an email with instructions and address details as soon as the return is registered.

Can I exchange products?

If you want to exchange your products for something else, it will be handled as a regular return. The returned items must be in unused and original condition, and returned in complete original packaging. As soon as we have received the products, we will refund you. You can then place a new order in our online store.

Does it cost anything to return items?

We charge a fee of 6 USD for returns, which will be deducted from your refund and not charged by the postal agent. The return process can take up to 14 days from when you send the products back to us. Once we have received and processed the return, we will register the refund and send a confirmation email to you. Keep the receipt from your return as proof until you have received the return confirmation email.

Please read our Return Policy for more information.

Payment

What payment methods do we offer?

We offer a variety of secure payment options through Stripe to ensure a smooth and convenient checkout experience for our customers. You can pay using the following methods:

Card Payments

We accept all major credit and debit cards, including Visa, MasterCard, and American Express.

Apple Pay

Use Apple Pay for a fast, secure, and private way to pay directly from your Apple devices.

Google Pay

Easily make payments using Google Pay for a quick and secure checkout experience on your Android devices.