Frequently asked questions

We pack within one working day of your payment clearing. The delivery time after that depends on your address, which warehouse your item ships from and which service covers you, so we show the estimate at checkout for your actual order rather than printing one number that would be wrong for most people. If we cannot get an estimate at that moment we tell you, rather than guessing, and the dates appear on your order page once the parcel is booked.

Our manufacturing partners are overseas, which is why the prices are what they are and why delivery takes longer than a local warehouse. Any delivery window you see on this site comes from the partner shipping your actual order, not from a number we made up.

Sometimes, depending on your country and the value of the order. That charge comes from your government rather than from us, and it is not included in what you paid. If it applies, the carrier contacts you before delivery.

Yes. Go to Track Order, enter your order number and the email you used, and you will see exactly where it is. No account needed.

We review eligible issues before confirming a resolution. If a return is required, we provide instructions and explain any return costs according to the case and applicable fulfilment policy. Read our Returns and Refund Policy before sending anything back.

Contact us with your order number if your parcel is missing or tracking stops moving. We review the carrier information with our fulfilment partner. Depending on the case, an approved resolution may include a refund or replacement.

Open your order, choose Request a return, and describe the damage. Keep the packaging and provide clear photos or videos if requested. We review the evidence before confirming the available resolution; do not send anything back before receiving instructions.

If it has not shipped yet, yes. Contact us with your order number as soon as you can. Once it is with the carrier the address is fixed.