Do I need an account to order?
No, you can also place an order as a guest. However, if you have an account with us, there are certain advantages:
Express checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions
What if I forget my password?
On the login page, click on "Forgot your password?" You will be redirected to a page where you can create a new password.
What happens if I enter the wrong email address?
Please contact us so that we can change your email address. We can change your email address, name and address, but we cannot change your order.
Is there an exchange rate?
All our transactions are based on the EUR. If your credit card is denominated in another currency, your order total will be calculated based on the daily exchange rate on the day your card issuer processes the transaction.
What payment methods do you accept?
We accept all major credit cards (VISA) and PayPal for payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments or cash on delivery.
How secure is my online order?
When purchasing online with a credit card, all of your information is entered into an SSL-secured web page. Your information is then SSL encrypted and sent directly to our credit card provider's network where your cards and transactions are authorized and approved. Your credit card information is not stored on our servers.
How do I modify or cancel my order?
We reserve the right, at our sole discretion, to accept or reject an order, or any part thereof, at any time after receipt of the order, even after the customer has received an order confirmation or the credit card has been authorized. If the credit card was authorized for the purchase and the order is cancelled, we will issue a letter of credit to the original form of payment.
Any cancellations made after an order has been placed will incur a $0.50 cancellation fee, regardless of when the order was placed (even if only a second later), as the merchant processor/credit card charges us the following cancellation fees.
Please note that any order already packed or shipped cannot be cancelled.
How do I set up my delivery address?
Since our website and services are based in English, all information you enter must be entered in English, including punctuation. If some letters in your address contain non-English letters, we recommend that you use similar English letters instead. For example, you can change the letter "?" in "c".
Can I change my delivery address after placing an order?
Please note that your delivery address cannot be changed once the order has been processed or shipped. Please update your shipping address to your residential address, not your business address, as we do not know how long the destination customs department will hold the package.
When will my order arrive?
Delivery time depends on the shipping option you choose. Once your order has been dispatched, we will email your tracking information the next day, as tracking information is usually available within 24 hours of our dispatch. We are not responsible for delays caused by customs authorities in your country.
How can I track my order?
We will email your tracking information to you once your order has been shipped. Usually you will receive the tracking number one day after we ship it.
You can track your order here.
Can I use multiple discount codes on a single order?
Promotions and discount codes cannot be used in conjunction with other promotions and discounts unless otherwise stated.
What if an item is missing from my order?
If something is still missing, please contact us immediately.
When will my order be processed?
All orders are processed and shipped from our warehouse in Asia. Please allow extra time to process your order during holidays and peak sales seasons.
We process orders Monday through Friday. Orders will be processed within 2-3 business days from the order date and shipped the day after the processing date. Please note that we do not deliver on weekends.
If you do not receive tracking confirmation after 5 business days from payment date, please contact us.
Will I be charged duties and taxes?
The prices displayed on our website are exclusive of tax in GBP, which means that you may be liable to pay duties and taxes on receipt of your order.
Once your order reaches its final destination, import taxes, duties, and related customs fees may be charged, as determined by your local customs.
Payment of such fees and taxes is your responsibility, not ours. We are not responsible for delays caused by customs authorities in your country. For details of charges, please contact your local customs.
How can I return it?
If you are unhappy with your purchase and wish to return it, please contact us within 30 days of receiving your order. Please provide your order number and reason for return. Our Customer Service team will review the return request and send further instructions once the return has been approved.
Please see our Returns Policy for a list of final sale items. All returns must be in original condition with good packaging.
What happens if I receive a faulty/wrong/damaged item?
If you received incorrect, missing and/or defective items, please contact us within 7 days of receiving your order. Please include your order number, product photos and all relevant references when you receive your package. We will do our best to resolve your case as soon as possible.
How long does the return process take?
Returns may take up to 14 business days to be processed from the date we receive your return. After processing your return, we will send you an email to confirm.
When can I receive my refund?
All refunds will be charged to your original payment method. If you paid with a credit or debit card, refunds will be sent to the issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the issuing bank to find out when the credit limit will be credited to your account.
If you have not received a refund for your return, please do the following: Contact your bank/credit card company. Refunds to your account may take some time.