1.How to cancel the order?
Please provide all necessary information regarding your order: order number or eventually full name used to place the order or email address. We will get back to you via email informing you about the status of your order.
Please keep in mind that unless cancellation takes place before the shipment has been processed, your order cannot be stopped and will be delivered to you. At this point, you will be able to return your order (or in some cases to refuse its delivery).
2.Which items can/cannot be returned?
In order for the return to be accepted, it must respect the following rules:
the product(s) must never be opened or used;
the product(s) has to be sealed in its original packaging, including the protective cellophane or labels (if any) - if the product box has no mark or seal, you must keep intact the box, or any other packaging.
3.Who will cover the cost of returning the product/order?
We are more than happy to cover/refund the cost of return when it is required due to our error. We will not refund the cost of returning the order if the return is caused by the customer’s mistake or if the product(-s) is no longer wanted or required. These costs will need to be covered by you upfront.
4.What you should do when you received wrong/damaged product(s)?
It is important that you check your order or items upon receipt and always before use. Please always check the product(s) at the moment of arrival, we may not be able to offer compensation if you report a problem with the product(s) too late. We cannot be held responsible for the product(s) that were stored by the customer for a significant amount of time.
Although we try our best to prevent any damage to your goods during transportation, it is possible that problems may occur. We also have high standards when it comes to preparing your order, however, mistakes can occur from time to time. Please accept our apologies if you have received a damaged or wrong item.
5.How and when you will receive refund?
We will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.
Refunds can take 10+ days to appear on your statement. If it takes longer please contact your bank for assistance. PayPal funds are available back at the account right after the refund was processed.
If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Please provide details of the fault and attach photo(s) of the problematic product (-s) to your message so we can have any chance of evaluating the situation. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually and provide the best solution possible. We can offer refund, partial refund, discount for future purchase or reshipment of the item(-s). Our aim is to provide the best solution for you as quickly as possible.