Frequently Asked Questions
Frequently Asked Questions (FAQ)
Payment
What payment options are available?
We offer various payment options, including credit card, PayPal, iDEAL and SEPA. All available payment methods will be presented to you when you finalise your order.
Why was my payment not accepted?
Payments may fail for various reasons, such as incorrect credit card information, insufficient funds, or issues with the payment provider. Please verify the accuracy of your payment details or contact your payment provider to resolve the issue.
How can I obtain an invoice?
You can request an invoice during the payment process – we will then send it to you by email.
Do you offer cash on delivery?
We do not offer cash on delivery. For your orders, you must use the online payment methods provided.
Is it possible to use a promotional code or gift card?
Discount codes and gift cards can be used during checkout to obtain the corresponding discounts.
Can I be sure that my payment is secure?
To protect your payments, we implement various security measures, including encryption technologies and PCI-compliant payment processing.
How will I receive the order confirmation after paying?
Upon receipt of payment, you will immediately receive an order confirmation by e-mail with all the details of your order.
What is the process for obtaining a refund?
For refunds, please contact our customer service department with your order information. We process refund requests in accordance with our policies.
How can I view my past orders after making a purchase?
To view payment information and the status of your previous purchases, log in to your account and go to the «My Account» section, where you will find all the relevant information under «Order History».
Shipping
What are the shipping terms?
Countries to which we ship using this method DDP (Delivery duty paid): you do not need to clear customs and you will not be charged any customs duties.
- United States – UPS Express (excluding Alaska and Hawaii)
- United Kingdom – DPD Express local
- Europe – UPS Express/ DPD Express/ DHL Express
List of European countries using the DDP method: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.
Shipments to European countries (except the United Kingdom) are cleared through customs in Germany and shipped from Germany to other European countries.
- United Arab Emirates (Dubai only)
- South Africa
- Vietnam
- Western Malaysia (excluding the island of Kalimantan)
Shipping times for certain countries:
| COUNTRY | SHIPPING METHOD | SHIPPING TIME |
|---|---|---|
| United States | Local land UPS | 10-15 days |
| United Kingdom | Local DPD Express | 7–12 days |
| Germany | UPS/DPD/DHL Germany | 8–13 days |
| France | UPS/DPD/DHL Germany | 8–13 days |
| Belgium | UPS/DPD/DHL Germany | 8–13 days |
| Luxembourg | UPS/DPD/DHL Germany | 8–13 days |
| Netherlands | UPS/DPD/DHL Germany | 8–13 days |
| Czech Republic | UPS/DPD/DHL Germany | 8–13 days |
| Poland | UPS/DPD/DHL Germany | 8–13 days |
| Croatia | UPS/DPD/DHL Germany | 8–13 days |
| Slovakia | UPS/DPD/DHL Germany | 8–13 days |
| Slovenia | UPS/DPD/DHL Germany | 8–13 days |
| Finland | UPS/DPD/DHL Germany | 8–13 days |
| Denmark | UPS/DPD/DHL Germany | 8–13 days |
| Sweden | UPS/DPD/DHL Germany | 8–13 days |
| Austria | UPS/DPD/DHL Germany | 8–13 days |
| Italy | UPS/DPD/DHL Germany | 8–13 days |
| Hungary | UPS/DPD/DHL Germany | 8–13 days |
| Lithuania | UPS/DPD/DHL Germany | 8–13 days |
| Estonia | UPS/DPD/DHL Germany | 8–13 days |
| Latvia | UPS/DPD/DHL Germany | 8–13 days |
| Greece | UPS/DPD/DHL Germany | 8–13 days |
| Ireland | UPS/DPD/DHL Germany | 8–13 days |
| Portugal | UPS/DPD/DHL Germany | 8–13 days |
| Spain | UPS/DPD/DHL Germany | 8–13 days |
| EAU (Dubai) | Dedicated line Dubai | 12–18 days |
| South Africa | Dedicated line South Africa | 15-25 days |
| Vietnam | Dedicated Vietnam line | 3-5 days |
| Western Malaysia | Dedicated line Malaysia | 4–8 days |
Other countries
With the exception of the countries listed above, you will need to clear customs and pay customs duties when the parcel arrives at your customs office. Please check with your local customs office to find out how much tax you will have to pay.
Your customs office may ask you to provide a business licence (if applicable).
On what basis are shipping costs calculated?
Shipping charges are generally calculated based on the weight of the items, the delivery destination, and the shipping method selected. You can view these charges during the checkout process.
What steps should I take if my shipment does not arrive or is delayed?
If your parcel is lost or significantly delayed, please contact our customer service team. We will investigate the incident and help you resolve it.
How can I track the current status of my order?
To track your order, simply log in to your account and go to the «Order History» section. We will also send you tracking information by email.
Will I have to pay customs duties?
Currently not required, except in Canada and Denmark.
What is the approximate delivery time?
Goods remain in stock for 1 to 5 days depending on the product, and delivery takes 7 to 15 days.
Safety
How is website security guaranteed?
To protect your data and transactions, we implement various security measures such as data encryption, firewalls, and ongoing security audits.
What protective measures are in place for my personal data?
Our privacy policies are strictly adhered to – your personal information is neither sold nor shared. The use of your data is limited exclusively to order processing and customer service.
Is the security of my payment details guaranteed?
We guarantee the security of your payment details through a PCI-compliant payment processing system.
How can I create a secure password?
A secure password is created by combining letters, numbers and special characters, while avoiding easily guessable information such as birth dates. Regularly updating your password also improves security.
How can I verify the authenticity of the website?
To verify the authenticity of the website, you should compare the URL with the official address and check for an SSL certificate that confirms the security of the site.
Where can I report suspicious activity?
If you suspect any unusual activity or have any security concerns, please contact our customer service department immediately. We will investigate the incident and take appropriate action.
Are there any measures against phishing?
We have implemented anti-phishing measures to prevent fraudulent activities via fake websites and emails.
Returns
What should I do if I wish to make changes to items I have already ordered?
You may modify your order until 11:00 p.m. (PDT -7 GMT) at the latest on the same day the order was placed. Please contact us at gautamgan13@gmail.com to request changes.
How can I return a product?
We have a 15-day return policy that allows you to request a return within 15 days of receiving your item.
To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags and in its original packaging. You will also need the receipt or proof of purchase.
To initiate a return, please contact us at gautamgan13@gmail.com. If your return is accepted, we will provide you with a return label and instructions on how and where to send your parcel. Items returned to us without a prior return request will not be accepted.
If you have any questions regarding returns, you may contact us at any time at gautamgan13@gmail.com.
