Have Not Received An Order Confirmation Email
Always check your spam folder first. Often, the order confirmation email lands up in the spam folder due to the email settings.
We kindly ask you contact us if you do not receive an order confirmation email immediately after an order has been placed. The email address may have been entered incorrectly, or the order process was not completed successfully.
Cancel or Modify Order
- Contact us at first.
- As long as your order has not been assembled for dispatch, modifications and cancellations can be processed quickly and easily.
- We do our best to fulfill your requests. Modifications and cancellations cannot be processed once a package has been assembled for dispatch or shipped.
- If the parcel is not assembled or shipped, the order will be blocked until the customer conveys the desired modifications.
- If the package is out for delivery, the order must be returned to our warehouse before any modifications or cancellations can be processed.
- To process any modifications on time, we kindly ask that these changes or cancellation requests conveyed in the first email correspondence that includes your name, order number, and Modification or cancellation requests.
- If you would like to cancel the entire order after our Finance Department has received the payment, please state whether you would like the refund in the form of a transfer (credit card, Paypal, bank transfer, etc.) or if you would prefer a store voucher. If the payment was settled using a bank transfer, we kindly ask you to provide us with the BIC and IBAN codes corresponding to your bank account to issue a refund.
- Should you opt to add products to your order, please let us know which payment method you would like to use to settle the additional costs.
Amending the Billing Address
Please contact us to amend changes that need to be made to your billing address. If your package has been dispatched, the selected carrier will be notified of the changes. However, we cannot guarantee that the package will be delivered to the amended delivery address.
Received A Damaged Package.
When the carrier delivers a damaged package only accept the package if you are given the option of signing a document stating: "Accepted subject to...". If this option is not available, please refuse the package.
When there are no visible signs that the package is damaged upon delivery, you accept the package, and after that only notice that one or more products have been damaged, we kindly ask you contact our Customer Service.
- It is essential that you do not dispose of the package and its contents.
- Please send us an image along with your contact details via email as these are required to process the claim.
- Please note that we do not accept liability for any damage that may occur as a result of using forwarding shipping companies.
If your package has not been delivered for a long time without pre-informed. In such cases, we kindly ask you to get in touch with us. We will do our best to locate the package, and if need be, issue a formal investigation as to the whereabouts thereof.
Incorrect Product Received
Our sincere apologies for the error in delivery!
We kindly ask you contact us if delivered an incorrect product.
Incomplete Order Received
The order may have been dispatched using a partial delivery method. This information will be stated on the invoice received.
If this is not the case, an error may have occurred. Please do contact us as soon as possible.