FAQ
Orders
How do I know whether my order was placed successfully?
After checkout, we will send an order-confirmation email to the address you provided. If you do not see it, check your spam or promotions folder and confirm that the email address used at checkout is correct. You may also contact us at [email protected].
Can I change or cancel my order?
Contact us as soon as possible. We may be able to change or cancel an order before fulfillment begins. Once an order has entered fulfillment or has shipped, we cannot guarantee changes or cancellation. If the order has already shipped, the Return & Refund Policy will apply.
Why was my order divided into multiple packages?
Items may be dispatched separately because of product availability, package size, or fulfillment location. When this happens, you may receive more than one tracking number and the packages may arrive on different dates.
Payment
Is payment secure?
Payments are processed through third-party payment providers using industry-standard security measures. We do not directly store complete payment-card details.
Shipping
Where do you ship?
We currently ship to selected international destinations. Availability is confirmed at checkout. Certain products or destinations may be restricted by carrier or local law.
How long will delivery take?
Orders normally require 3–7 business days for processing, followed by approximately 7–20 business days in transit. These are estimates, not guarantees. Customs, weather, peak seasons, address issues, and carrier disruptions may cause delays.
How can I track my order?
When your order ships, we will email you a tracking link or tracking number. Tracking may take 2–5 business days to begin showing movement after the label is created.
Will I pay customs duties or import taxes?
Unless checkout expressly states that duties are included, the recipient is responsible for import duties, taxes, and customs-clearance charges imposed by the destination country.
Returns and refunds
Can I return an item?
Eligible items may be returned within 14 days after delivery. Items must be unused, unworn, unwashed, undamaged, and returned with original packaging, tags, accessories, and proof of purchase. Exclusions and the required authorization process are explained in our Return & Refund Policy.
Who pays return shipping?
If the return results from our error or a verified defective or damaged item, we will provide an appropriate solution in accordance with the Return & Refund Policy. For preference-based returns, the customer is normally responsible for return shipping and any related charges.
When will I receive my refund?
After the return is received and inspected, approved refunds are initiated within 5–10 business days. Your bank or payment provider may require additional time to post the funds.
Support
How do I contact customer service?
Email [email protected]. Our normal support hours are Monday–Friday, 9:00 AM–5:00 PM PT, and we usually respond within 1–2 business days. Include your order number and a clear description of the issue; photos or video may be requested for damaged or defective products.