ORDERS
Do I need to create an account for placing an order?
No, you do not need to create an account to place orders; you can do this as a guest. However, we recommend creating an account for quicker and easier checkout. Additionally, having an account allows you to save multiple addresses, save items in a wishlist, track orders, and more.
What information do I have to provide when ordering or creating an account, and why?
Name, surname, billing and shipping address, contact information (phone and email) are necessary for fluent order processing.
Can I place an order via phone or email?
No, orders can only be placed through our online shop. Please contact Customer Support for assistance, if needed.
What are the minimum order quantity (MOQ) requirements?
There are no MOQ requirements.
Can I use different billing and shipping addresses?
Yes, you can. Your order will be shipped to the address you confirm during checkout.
Is it possible to exclude VAT by using my VAT number?
Yes, you can exclude VAT by providing a valid VAT number in your billing and shipping addresses. If you notice that something is not working well, please contact us before making payment for your order.
Can I change items if I have not yet received a notification email about the order shipment?
Changes may be possible depending on the order status. Contact Customer Support for assistance as soon as possible.
Can I make additions to my order after completing checkout?
No, but additional orders can be shipped together if the first order hasn't shipped yet. Contact Customer Support for assistance.
What should I do in the event of missing items, or receiving faulty or incorrect items in an order?
Please contact Customer Support with order details (order number, item sku/title) and description, including pictures (if applicable).
Where can I obtain order invoices?
Invoice is always sent in an email after the payment for the order is received. You can also find invoices in your account. Simply log in to your account and navigate to "My Account" > "My Orders" > "View Order" > "Invoices" > "Print Invoice".
Can I cancel my order?
It depends on the status of your order, so please contact Customer Support to inquire about cancellation possibilities.
DELIVERY
Do you deliver worldwide?
Yes, we deliver orders to many countries. Check the delivery information page for more details.
How much does it cost to deliver an order?
Delivery prices depend on the final amount of the order, destination country, and the chosen shipping method. Check the delivery information page for more details.
Can I track my order?
If you choose a tracked shipping service, you will receive a tracking number for the parcel and a tracking link in the dispatch confirmation email.
When will I receive my order?
Delivery time varies based on the destination country and the chosen shipping method. Check the delivery information page for more details.
What should I do if I haven’t received my order within the estimated delivery time?
Initially, we suggest reviewing the tracking details (if tracked service was chosen) to ensure that delivery attempts were not made without your knowledge. If this is the case, please contact your local post office/courier service to arrange redelivery (if available in your region) or to collect your parcel.
It should also be noted that sometimes delays occur, and parcels may be delivered later than initially estimated. Therefore, we recommend allowing extra time for delivery in case of any delays.
Should none of these options be feasible, please do not hesitate to contact us.
It should also be noted that sometimes delays occur, and parcels may be delivered later than initially estimated. Therefore, we recommend allowing extra time for delivery in case of any delays.
Should none of these options be feasible, please do not hesitate to contact us.
RETURNS
Can I return my order?
Yes, we accept returns. Refer to our Returns & Refunds page for terms and requirements.
Can I exchange items?
No, it is not possible to exchange items. Items can only be returned for a refund.
Do you offer free returns?
No, we do not offer free returns.
MY ACCOUNT
What should I do if I forgot my password?
Click on "Forgot your password?" on the login page to reset your password, and follow the steps to create a new password.
How to include VAT number to my account details?
Follow these steps:
1. Log in to your account and navigate to "My Account";
2. Then go to "Address book";
3. Click on "Change Billing Address" and add VAT number to "VAT Number" field;
4. Press "Save Address";
5. Repeat steps 4 and 5 for the shipping address (necessary step);
If you have more than one address in your address book, make sure that you choose the ones (billing and shipping) that have added a VAT number at checkout, or make sure that all your billing and shipping addresses have added VAT number.
1. Log in to your account and navigate to "My Account";
2. Then go to "Address book";
3. Click on "Change Billing Address" and add VAT number to "VAT Number" field;
4. Press "Save Address";
5. Repeat steps 4 and 5 for the shipping address (necessary step);
If you have more than one address in your address book, make sure that you choose the ones (billing and shipping) that have added a VAT number at checkout, or make sure that all your billing and shipping addresses have added VAT number.