FAQ

General Questions

What is the status of my order?

As soon as you place your order, we will send you a confirmation email with which you can monitor the status of your order.
Can I modify my order?

We can only modify orders that have not yet been processed for shipping.

Once the order moves to the "Preparing for shipping", "Shipped" or "Delivered" status, it is no longer possible to make changes.

Payments

What payment methods do you accept?

We mainly accept two secure payment methods:

PayPal: We use PayPal to handle secure payments. Through PayPal, we accept MasterCard, VISA, American Express, and Discover.

Secure credit card payment: We also accept direct payments with Visa, Mastercard, American Express, and Discover.
In which currency will I be charged?

All our transactions are carried out in EUR. If your credit or debit card is in another currency, your bank will apply the corresponding exchange rate based on the chosen currency and the reference country.

Shipments

Where do you ship to?

All our transactions are carried out in EUR. If your credit or debit card is in another currency, your bank will apply the corresponding exchange rate based on the chosen currency and the reference country.
How long does it take to ship my order?

After receiving the order, we usually take 1-2 days to process it. The average delivery time is 5-8 working days, depending on the destination. (The indicated delivery times are estimates and may vary in case of high demand periods, holidays, logistical conditions or customs checks.)
How can I track my package?

Once the order has been shipped, the customer will receive a confirmation email containing the tracking details (track & trace).
What happens if I am not at home at the time of delivery?

If you are not present, the courier will attempt a new delivery the next day or will contact you to arrange a new appointment, depending on the country and the chosen shipping method.

In some cases, you may have to collect the package from the local post office if home delivery is not possible.

Returns and Exchanges

Do you accept returns?

Yes, we accept returns under the following conditions:

  • The item must have been purchased from our online store.
  • The item must not have been used in any way.
  • The return or exchange request must be made within 48 hours of delivery.

To request a return, contact our customer service.
Can I exchange an item?

Yes, we accept exchanges under the same conditions as returns.

To request an exchange, specify to our support team (during the preparation of the return) that you wish to replace the item with another one.
Are returns free?

Customers are responsible for return shipping costs for unwanted items or change-of-mind returns.

Please note:

  • Returned products are sent to our international returns centre in China.
  • International return shipping costs may be higher than domestic shipping costs.
  • Return shipping fees are non-refundable.

Before returning an item, please contact our support team. In many cases, we may be able to provide an alternative solution without requiring an international return.
How long does it take to process a return?

Returns are confirmed within 48 hours of the package's arrival at our warehouse.

Once the return is accepted, the refund, exchange, or issuance of the voucher will be processed within 10 days of approval by our customer service.