Frequent Asked Questions
- How long it takes to process my order?
As soon as the order is done, we check all the informations to make sure your address and billing are correct. The proccess should take from 12 hours to 5 days to be finished. After that, your order will be packed and shipped.
At this point, you will recieve a email confirmation about your order status.
In case of any unfinished informations, we'll try to contact you by email. If we don't hear from you after 3 attempts, your order shall be cancelled.
- May I cancel my order?
Your order may be canceled if you contact us within 12 hours of purchase. It's not possible to cancel an already shipped order.
In case you need to cancel your order, contact us here: firstname.lastname@example.org or 1 (888) 876-7039
We'll be glad to help!
- I mistyped my information, now what?
You have within 12 ours after purchase to send us a email (at email@example.com) with any corrections needed. After that, it's not possible to change anything.
- Which are the accepted payment methods?
We accept payments via Visa, Mastercard, Discover, Diners, JCB, and American Express and PayPal.
- Is my personal information secure?
We are using the Shopify ecommerce platform, it has SSL certificate. All payment information is encrypted and protected.
- How much is shipping?
All products has free shipping, for a limited time! Except free products, in this case you only pay shipping. Enjoy.
- When will my purchase arrive?
All purchase may take from 3-10 business days to arrive.
- How do I track my order?
We may take from 1 to 5 days (from monday to friday, except holidays) to send your tracking code, by email whenever the products are available.
After receiving your code, you can track your order status here.
In case you need help, write to us at firstname.lastname@example.org. We will be glad to help you!
- I had no updates on my tracking code, is something wrong?
Updates may take from 3 to 10 days to appear. If your code doesn't seem to work, try again a day after.
If you still having problems to track your package, contact us.
- Are all my itens send together?
For logistical reasons, your order may arrive in separate packages on different days. We have several warehouses located in UK and North America, Asia.
Please note that your items may be delivered at different times. If you have further questions, please email us.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
How to return defective products?
Our product exchange policy aims to provide the customer with complete security regarding the products purchased in our store.
Free products (Gifts) are not exchangeable under any circumstances.
All our products are warranted against manufacturing defects. We also carry out product exchanges that came in different from that ordered by the customer.
If you receive a product from us that has a manufacturing defect or is different from what you ordered, follow these steps to make the exchange:
- Please inform our team about the problem via our email or whatsapp by sending clear photos of the defective product or wrong product you received within 3 days of receipt. Please note, we will not exchange or refund after this time.
- Your complaint will be reviewed within a maximum of 2 business days, and if the issue is found, we will contact you via email and you can choose from the following methods:
- Receive a refund of the amount paid.
- Receive a new product like the one ordered.
- Receive a product of similar value.
- Receive a coupon with the value of the product to use for future purchases.