FAQ

Frequently Asked Questions

Find answers to our most commonly asked questions below.

How long does delivery take?

Delivery times depend on your location.

Estimated delivery times are:

United Kingdom: 4–10 business days
United States: 7–14 business days
Europe: 7–14 business days
Rest of the world: 10–20 business days

Please note that delivery times are estimates and may vary due to courier delays, customs, holidays, local postal services, weather conditions, or other circumstances outside our control.

Where are orders shipped from?

Some orders may be shipped internationally from our suppliers and fulfilment partners. Depending on the product and destination country, orders may be shipped from China, the United States, or other available supplier warehouses.

Do you provide tracking?

Yes. Once your order has been dispatched, you will receive tracking information by email.

Please allow 24–72 hours for tracking details to update.

Where can I track my order?

You can track your order on our Track Order page.

You will need your order number and the email address used at checkout.

If you need help, contact us at: Customer Service

Will I have to pay customs fees, duties, or import taxes?

Some orders may be shipped internationally from our suppliers. Our suppliers do not use Delivered Duty Paid (DDP) shipping, which means import duties, taxes, VAT, GST/HST, PST, customs clearance charges, brokerage fees, or carrier handling fees may apply depending on your country’s customs rules and the delivery carrier.

For United States orders, tariff-related costs are usually included in the shipping cost, so additional import tariffs are not typical. However, because our suppliers do not use DDP shipping, additional customs charges, local taxes, clearance fees, or carrier handling fees may still apply in rare cases.

For Canada, the United Kingdom, the European Union, and other international destinations, import duties, taxes, VAT/GST/HST/PST, customs clearance charges, brokerage fees, or carrier handling fees may apply and are the customer’s responsibility if charged.

Why can customs or import charges apply?

Customs and import charges are set by the destination country’s customs authority and/or the delivery carrier. They may depend on the order value, product type, country of origin, destination country, and local customs rules.

These charges are not included in our product prices or shipping fees unless clearly stated at checkout.

What happens if I refuse delivery because of customs fees or import charges?

If a delivery is refused because of unpaid customs fees, import taxes, clearance charges, brokerage fees, or carrier handling fees, the original shipping cost and any return shipping, carrier, or handling costs may be deducted from any refund where permitted by law

Can I change or cancel my order?

If you need to change or cancel an order, contact us as soon as possible.

We can only update or cancel an order if it has not yet been processed or dispatched.

What should I do if I entered the wrong address?

Please contact us immediately at: Customer Service

If the order has not yet been processed, we may be able to update the address.

If the order has already been dispatched, we may not be able to change the delivery address.

What if my item arrives damaged or defective?

Please contact us within 7 days of delivery.

Send your order number and clear photos or videos showing the issue. We will review the case and help arrange a suitable solution.

Do you accept returns?

Yes. We offer a 30-day return window from the date you receive your order.

Items should be unused, clean, in original condition, and include all accessories and packaging where possible.

Please contact us before sending any return.

Who pays for return shipping?

Customers are usually responsible for return shipping costs unless the item is damaged, defective, incorrect, or otherwise eligible for a free return under applicable consumer law.

When will I receive my refund?

Once your return is received and inspected, we will notify you whether the refund has been approved.

If approved, your refund will be processed to your original payment method. Your bank or payment provider may take several business days to complete the refund.

Are payments secure?

Yes. Payments are processed through secure payment providers. We do not store full card details on our website.

How can I contact you?

You can contact us at: Customer Service

We usually reply within 24–48 business hours.