Do I have to pay for customs charges on my orders?

Unfortunately, our store is unable to determine what customs charges may be applied to overseas shipments. All customs charges (if any) are applied at the discretion of the carrier and local laws. All customs charges will be payable by the customer and will not be covered by our store. For more in depth information, we would suggest contacting your local customs office.

What if I have not received my order?

If an item from your order is yet to arrive, please be patient as it is more than likely being shipped from one of our global warehouses. Feel free to contact us at [email protected] an update on the status of an order.

How can I pay for my order?

 We accept the following payment cards: Visa, Visa Debit and MasterCard.

Is it safe to order online?

You can rest assured that shopping with us is safe. We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure.

Can I make changes to my order?

Unfortunately, once you have placed your order it is not possible to amend any details, our warehouse team receive orders directly and will have already started processing your order.

What should I do if I receive an incorrect or faulty item?

Please send us a message [email protected] your order number, the name/product code of the item you were supposed to receive and any further details. We will be in touch within 3 business days to resolve your issue.

Can I exchange an item?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. 

COVID-19 DELAYS

Please note that due to the current global pandemic, our fulfillment partners have been experiencing delays in service. This may lead to delivery estimates to be extended by up to 14 days in some cases. We sincerely thank you for your understanding.

Do you ship worldwide?

Yes – we ship worldwide!

What are your shipping and processing times?

Standard Shipping Times

U.S. and Canada: 4 – 12 business days

Australia, New Zealand, and Oceania: 4-12 business days

Europe: 4 – 14 business days

Latin America: 10 – 25 business days

Other countries: 14 – 30 business days

Processing Times

Orders can sometimes take 1-7 days to process after placing the order before shipping out.  We do not ship on weekends.

Where can I find my tracking number?

When your items are shipped out, you should receive an automatic notification from the system via email providing you with a tracking number. If you haven’t received one or if the tracking number doesn’t work, no worries. Contact us and we’ll solve it! If you need more detailed information, please shoot us an email here.

Unexpected Delays

In some instances, the delivery may take longer than the standard shipping times stated above. Most of these delays are caused by international customs processing that we cannot control. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.

What is your returns policy?

The item must be returned within 14 days of receiving the item

• Items must be undamaged
• Items must have all tags attached and be in original packaging

Do you offer free returns?

Unfortunately, we do not offer free returns. Any return costs will be at your own expense.

What if my product is faulty?

We are sorry to hear you have received a faulty product. No problem! Send our customer service team an email within 30 days of receiving the item at [email protected] with images of the faulty product and we will be in touch to resolve the issue.

How long does it take to process my return?

We aim to process your return as soon as possible, but on occasions it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 30 days of returning the item(s), please contact us at [email protected] with the proof of postage information from your return carrier receipt and we will investigate this further.

How can I track the status of my return?

As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.