Help Hub - Frequently Asked Questions

I RECEIVED THE WRONG ORDER

(Some items are missing from my order)

We apologize if something is missing from your order, but don't worry, it could be because we've only shipped part of your order and the rest will arrive a few days later.

Check if your order will arrive in separate shipments
You can check whether your order will arrive in separate packages via your shipping confirmation email.

This can happen due to stock availability, which means items sometimes need to be shipped from different warehouses. In this case, you may receive another email with more information, and the remaining items will arrive shortly thereafter.

Have you verified that your order is correct but there is still an item missing?
We apologize!

The missing items may be out of stock. If we're unable to fulfill your order, we've sent you an email. It's worth checking your spam folder, too!

If you've checked the above and your order isn't arriving in separate packages, and we haven't notified you that some items in your order are out of stock, please let us know so we can investigate.

All claims for orders missing one or more items must be submitted within 7 days of the delivery date.

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I RECEIVED A DIFFERENT ITEM THAN THE ONE I ORDERED

In the unlikely event that you have received the wrong item, the wrong order, or a damaged product, please contact us with the following information:

• Your order number
• The name of the item you did not receive
• A photo and the name of the item you received (in case of incorrect item)

Complaints must be submitted within 14 days of delivery.

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I WANT TO CHANGE MY ORDER/ADDRESS

Can I cancel my order?

You can cancel your order within 15 minutes by clicking the "Cancel Order" button in your account.

After 15 minutes, you won't be able to cancel it as it's being prepared for shipping. In that case, you can return the order within 14 days for a refund.

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CAN I MAKE CHANGES TO MY ORDER?

Due to the speed of order processing, changes cannot be made once orders have been submitted. This includes:

• Add or remove items
• Change size, color or product
• Change delivery address
• Change shipping method or courier
• Add discount codes

If you've made a mistake, you can cancel your order within 15 minutes via your customer area.

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CAN I CHANGE MY DELIVERY ADDRESS?

Unfortunately, we can't change the address after you've placed your order. However, you can try contacting the courier directly once you receive the tracking number.

If you enter an incorrect address at checkout, we cannot be held responsible for any lost packages.

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HOW CAN I TRACK MY ORDER?

You will receive an email with your tracking number as soon as your order ships.

If you already have the tracking number, you can use the dedicated page:

Track your order

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CUSTOMS AND IMPORT DUTIES

What are customs duties?
They are a tax applied by customs authorities when products are imported into a country.

Customs rules for geographical areas:

• No tariffs between European Union countries
• Europe → UK: under €150 VAT only, above €150 duties are payable.
• Europe ↔ Asia: yes, tariffs expected
• Europe ↔ Africa: Yes, except ESA area
• Europe ↔ Australia: tariffs above AUD 1,000
• Europe ↔ America: yes (approximately 15%)

IF YOU ARE STILL UNSURE WHETHER YOU WILL BE SUBJECT TO CUSTOMS DUTIES, WE ADVISE YOU TO CONTACT YOUR LOCAL CUSTOMS OFFICE FOR MORE INFORMATION BEFORE PLACING AN ORDER WITH US.