FAQ - Frequently Asked Questions
1. Who to ask if i got questions, not mentioned here?
Please feel free to message firstname.lastname@example.org, we're happy to help you out!
2. How do I cancel / change my order?
Sadly we are not able to cancel/edit any orders once they have been paid. Our warehouse is operating automated to guarantee fast and error free shipping. However, you can exchange, or return any item using our returns center.
3. How do I return / exchange an item?
4. What if I need to change my address?
Once your order has been placed, we cannot make changes to your address anymore. If you made a mistake, or the the delivery was unsuccessful, please let us know. We can resend your parcel when it comes back to our warehouse.
5. How long does shipping usually take?
- USA: 10-14 working days
- OZ: 4-6 weeks
- Rest of the world: 2 weeks and up
If you need assistance tracking your order, please check out our new tracking page.
6. Do I have to pay customs duties if I order from outside the EU?
Please note that import taxes and customs fees may apply if you order from a non-EU country. To avoid unexpected costs, please check the import regulations for your country in advance.
7. I got a different, damaged or defective item - what to do?
If this happens, please contact our customer service at email@example.com . We need your order number (#12345), a photo of the defective item and a description of the issue. If you received the wrong item, we also need a photo of the barcode on the bag of the product.