FAQs

Please note that all orders already prepared or shipped can not be canceled

 

Can I change my delivery address once the order has been placed?

Please note that your delivery address can not be changed once your order has been prepared or shipped.

1. Order preparation  We collect all the items in your order and prepare the package so that it can be recovered by our partner carrier. This step usually lasts 1 to 3 working days. 

2. Shipping the order  Your order is shipped and you receive your tracking number that allows you to track the progress of the delivery. This step usually lasts 1 to 5 working days 

3.Delivery of the order  Our provider sends your package to your home, depending on the shipping method chosen when placing the order. This step usually lasts 2 to 4 weeks

How can I track my order?

We will send you an email with tracking information as soon as your order is shipped.

Can I use multiple promotions for a single order?

Our promotions and discounts can not be cumulated unless otherwise stated otherwise.

How to do if there is missing a product in my order?

If something is missing, please contact us immediately.

DELIVERY

When will my order be processed?

All orders are processed in our warehouses. Thank you for giving us extra time during vacations or sales periods.

We process orders from Monday to Friday. Orders are processed within 2 to 10 days from the date of the order, and shipped the next business day. Please note that we do not process any orders on weekends.

 How will my order be sent?

Your order will be sent by our 100% guaranteed delivery methods with a tracking link that allows you to follow your order at any time.

RETURNS

How do I return a product?

If you are not happy with your purchase and would like to return a product, please contact us within 14 days of receiving your order. Please provide us the order number and the reasons for the return of the product. Our customer relations team will then tell you what to do to ensure that the return is accepted.

All returned products must be in their original condition and with the packaging intact.

Is transportation refunded on return?

All costs associated with the return of the product or products remain the responsibility of the customer.

What happens if the product (s) I received (s) are damaged / do not match my order / defective?

Please contact us within 7 days of receiving your order. Please indicate your order number, the photos of the product (s) concerned and a clear description of the problems encountered. We will do our best to handle your problem as soon as possible.

How long does the return procedure take?

The return procedure can take up to 14 business days from the day we receive your return. We will send you an email to confirm that your return is well taken into account.

When will I receive my refund?

All refunds are made on the original method of payment. If you paid with a credit card, refunds usually take place in 7-10 business days. If you still have not received your refund, contact your bank to find out what time frame to expect.