Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop orders from processing and shipping. If we are able to stop the shipment, you will receive an email confirming cancellation of the order and any charges made will be reversed. Should the […]
Can you change the amount of my invoice?
We are unable to make any changes to invoices. We are required by law to indicate on all commercial invoices and official documents full and accurate details of the order including price.
What payment methods do you accept?
We accept all major debit and credit cards such as Visa, MasterCard, American Express and other payments methods such as PayPal. During the checkout process, the supported payment methods are displayed on screen.
I need a copy of my invoice
If you need us to email you a copy of your invoice, please click on “Contact Us”
I’ve been charged twice for my order
Our system only allows one payment to be taken per order, so you are unlikely to have been charged twice for the same order. However, it’s possible that we have received a duplicate order. Please send us your order number so we can investigate this further.
Incorrect item
We’re sorry to hear that you received an incorrect item in your order. In order for us to process this inquiry, please contact us by clicking on the link below and send us photographs of the following: The packing slip enclosed with the order The incorrect product received Please click on “Contact Us” button below […]
Missing items
We’re very sorry to hear that you didn’t receive all the products that you ordered. In order for us to investigate further, we kindly ask for the following information: Which item(s) is missing If the package looked like it had been opened or tampered with, please send photographs of the outer packaging Please click on […]
I did not receive my refund
Returned Items Please note that returned orders can take up to 21 business days for the funds to credit back to your original payment method as the below steps need to be followed: 1- Shipping time to arrive back to our warehouse 2- Processing and inspection for refund approval 3- Authorization to finance department to […]
I want a refund of the duties & taxes paid for this order
Import duties and taxes may apply upon receipt of orders shipped outside of the European Union. Such duties and taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as country/location of origin of the purchased product, local VAT rates […]
I prepaid my duties & taxes, but have been charged more fees for delivery
If you prepaid your duties & taxes at checkout, your order is covered by our ‘guaranteed landed shipping cost service’, meaning that you should not have to pay any further fees. a) If you have not paid the invoice for additional charges, please do not – we will resolve the issue directly with our shipping partner. […]