FAQs

 

  1. General questions

 

What is the status of my order?

  • Once you have placed your order, we will send you a confirmation email to track its status.
  • Once your order is shipped, we will send you another email to confirm the expected delivery date and the link to track your order (when the delivery method allows it).
  • Additionally, you can track the status of your order in the "Track Order" section on the website's Home page.

 

Can I change my order?

  • We can only change orders that have not been processed for shipping.
  • Once your order is under the status "preparing for shipping", "shipping", or "delivered", then we cannot accept any edits to your order.
  • To make changes to your order, please contact support through our email.

 

Where do you ship?

  • We currently ship to the United States, Canada, and Australia.

 

  1. Payment

What payment methods do you accept?

  • You can purchase on our website using a debit or credit card.
  • We additionally offer support for Visa, Master Card, American Express, and PayPal.
  • You can choose these payment methods at checkout.

 

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: USD.

If your credit or debit card uses another currency, you will be charged in USD, and your bank will apply the corresponding conversion rate of your chosen currency.

 

  1. Shipping

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

Standard shipping times for the countries covered by our delivery partners are presented below. You can find them when choosing a delivery method before confirming your order:

  • United States: 7-14 working days
  • Canada: 7-14 working days
  • Australia: 7-14 working days

 

What if I'm away?

If you're away, a new delivery will be performed the next day, or the delivery partner will contact you to schedule a new delivery date, depending on the country and delivery method you choose.

If your package cannot be delivered, you may also have to go to your local post office to collect it.

 

  1. Returns

Do you accept returns?

We DO accept returns concerning the following conditions:

  • The item must be purchased via our online store
  • The item shouldn't have been used in any way
  • The return or exchange request is made within 28 days of delivery
  • The return is made within 14 days of the return or exchange request

We DO NOT accept returns to the following conditions: 

  • The items which, according to their nature, are not suitable to be returned, for example, deteriorate rapidly or when the expiration date is over.
  • The items which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
  • According to their nature, the items are inseparably mixed with other items after delivery.

To ask for a return, please contact our support by e-mailing us.

 

Can I exchange an item?

We accept exchanges that follow the same conditions as those in the Returns section.

We reserve the right to refuse returns or exchanges of any merchandise that does not meet the above return conditions at our sole discretion.

To request an exchange, please mention that you would like your item exchanged with another item when preparing your return with our support.

 

Are returns free?

Returns are free. You can refer to the delivery paper within your package to organize your return.

Feel free to contact us by email for more details.

 

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, we will issue a reimbursement, exchange, or credit within 14 days of our services accepting your return.

 

  1. Other questions

Do you have physical stores?

We currently don't have any physical stores under our brand name.

Is there a warranty?

We guarantee any of our products made by us and sold through our online store will be free of defects. We gladly accept any return or exchange request resulting from a defective item, granted that they respect the following conditions in the Returns section.

If you have a return or exchange request resulting from a defective item, please email us for more information on how to proceed.