How to place an order?
Select the desired product and ADD TO CART. You can continue shopping or EDIT BAG and then Proceed to Checkout. At checkout, you can either log into your account, create an account or checkout as a guest.
How fast will my order be processed – for international orders
Orders placed on weekdays will be processed within 1-3 business days after the order is placed. Please note that we do not process, ship orders on Saturdays and Sundays or on Holidays. Business days are Mondays through Fridays, excluding holidays.
Orders may be subject to customs clearance, which may cause delays beyond provided delivery estimates.
All applicable custom fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the value of the order directly on your package. It is at the sole discretion of customs agents to release your package.
If your order takes longer, please email us at firstname.lastname@example.org
Can I cancel or change my order?
We process and complete orders as quickly as possible. If you have any modification requests or need to cancel, please contact immediately after placing your order at email@example.com. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.
What to do if a product is sold out?
For products that are sold out, please find the ‘notify me when available’ button on the product pages and add your e-mail address to the Waitlist. Once the product is back in stock, you will be notified via e-mail.
I received my order and an item was damaged.
If the product received is damaged, we can help. Please e-mail photos of the damaged products, a brief description of the damage, the order number to firstname.lastname@example.org. We will follow-up with next steps as soon as possible.
The items from my package are missing. What should I do?
First, please check the package carefully.
In most cases, the items might still be in the box. Before you get worried that some items are missing from your parcel, make sure you have thoroughly checked the packing materials. In some cases, some items are shipped separately and you would receive different tracking numbers if it is the case.
Second, contact us
If a product is missing, we can help. Please e-mail photos of the shipping label and the box with the items received, a brief description of the situation, the order number to email@example.com. We will follow-up with next steps as soon as possible.
You can tell us about your missing item within 14 days. If 14 days have gone by since you have received your purchase, unfortunately we can’t offer you a refund or reship.
How is my credit card information saved?
We do not store any of your credit card information on our website. We use Stripe Payments, a reputable and secure payment processor available, for processing all of our online transactions.
What shipping options do you have?
- Shipments are fulfilled as soon as your order is verified, it may take up to 72 hours to process and ship your order during business days (Monday - Friday).
- After your order has been shipped, delivery time is 2-7 business days. Please keep in mind that during holidays or limited edition launches, this time may vary.
- To ensure the best delivery service, we ship using the top carriers (DHL Express, Fedex)
What countries do you deliver to?
We ship worldwide.
Returns & Exchanges
What is your return policy?
You can return your order within 14 days. If 14 days have gone by since you have received your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, the product must be unused and in the same condition that you received it. It must also be in the original packaging and the tag must be attached.
Several types of goods are exempt from being returned. Perishable goods and personal care items i.e. soaps, other cosmetics and face masks cannot be returned. We also do not accept returns of products that are intimate, sanitary goods or hazardous materials i.e. condoms. Digital goods cannot be returned due to the nature of the product.
How do I make a return?
To return your product, you should contact our support at firstname.lastname@example.org and they will assist you with your return. Please state the reason of your return in your email and your order number.
How do I make an exchange?
If you need to exchange a product, send us an email at email@example.com with your enquiry.
How do I get a refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Once you have received an email from us confirming your refund, please allow 2-7 business days for the money to reach your account.