FAQS + Shipping
FREQUENTLY ASKED QUESTIONS:
We receive very regularly questions from our visitors, here is the list of the most frequent questions:
1. Do you ship abroad?
Yes, we offer worldwide shipping.
2. My package has not arrived, is this normal?
Due to the high demand on our products, the delivery time is estimated between 2 to 5 weeks maximum, although it's generally much faster. Due to the current environment, there has been a few unprecedented disruptions in the shipping process which may also cause shipping time to delay though this will soon be back to normal.
3. Why is delivery so long?
Our goods are located abroad, which allows us to offer you the items at very competitive, and discounted rates.
4. Items are missing from my original order, why?
We have many suppliers, and each one takes care of a specific product. When ordering more than 1 product they will all arrive in different packages, and at different times (some will be faster, others slower). If you order more than 1 of the same product, then it will be in the same package.
5. My item is damaged, can I get a refund?
If the item arrives broken, please send it back and we will issue a refund.
6. I made a mistake in the size of a product, can I have a refund?
Unfortunately not, so be careful before placing an order, if your item is a garment.
7. I am not satisfied with my order, can I be reimbursed?
A: Please contact us within 15 days from receiving the product if you are not satisfied. All you will need to do is return the item, and we will issue a refund. The cost to return the product is at your own expense.
Our support team is more than happy to assist you with any questions you may have. Please email us at: firstname.lastname@example.org (Response in 24h in 99% of cases)
9. Can I contact you by phone?
To answer you quickly, we don't take a call on the phone. Treat e-mail takes us a few seconds or minutes, while a call lasts on average several minutes. To avoid telephone charges and offer you the lowest prices, we only respond by e-mail. Know that we don't ignore anyone and respond quickly. If you have doubts, do a test yourself.
10. Can I trust you?
A: Absolutely, we accept payments via Visa, Mastercard and Paypal. Our online shop is constantly monitored, so we would not be able to continue our services if we had a high rate of dissatisfied customers.
11. How do we keep your Personal Information secure?
We follow industry standards on information security management to safeguard sensitive information, such as financial information, intellectual property, employee details and any other Personal Information entrusted to us. Our information security systems apply to people, processes and information technology systems on a risk management basis. We perform annual audits to ensure our handling of your credit card information aligns with industry guidelines. We are certified as a PCI DSS Level 1 compliant service provider, which is the highest level of compliance available, and our platform is audited annually by a third-party qualified security assessor.