Delivery Policy
The estimated time to process an order is 12 hours from confirmation, which is when we get the order and money. Some products have a ‘Lead Time to Shipping’ attribute of 1-3 days, which is listed on the product page in the ‘Additional Information section’. The ‘Lead Time to Shipping’ will increase the order processing time by this number of days.
We will only charge your payment method after we have confirmed that all goods are in stock. When we confirm the order, we will collect the payment and notify you via confirmation email. This is when the warehouse begins processing the order.
Once the order has been completed and picked up by the shipping business, the expected delivery time will be determined by the shipping company selected at the time of purchase and the destination. “Shipping Rates and Delivery” page provides more information on possible shipments and destinations.
If there is an issue with a shipment’s delivery, please contact our Customer Service Team as soon as possible so that we can open the appropriate complaint with the delivery agent and resolve it without delay.
If a package is unable to be delivered due to an incorrect address, a lack of relevant delivery information (street number, block, company name, etc.), the addressee’s absence during delivery attempts, or the customer’s refusal to accept the parcel, it will be returned to our warehouse.
Upon receipt of the returned shipment, we will proceed to reimburse the amount paid for the products, deducting the shipping, return expenses, and our processing fee.
Return Policy
Eligibility for Returns:
According to EU legislation, customers have the right to return any purchased items without providing a justification within 14 calendar days of receiving those items from the Seller.
To return the items, customers must send a copy of their proof of purchase and complete the return request form. The Customer Care Team will send you a return request form after you contact them.
Please note:
Items can be returned as long as they retain their consumer qualities, factory labelling, and are ready for sale.
The product should never be used or opened.
The product must be packed in its original packing, including any protective cellophane or labels (if applicable); if the product box has no mark or seal, you must preserve the product’s seal or any other protection markings intact;
You must guarantee that the product conforms to all of the accompanying components, including samples and gifts, while adhering to the original shipping conditions.
You will be liable for the expense of returning the product to us unless it is not as advertised or suitable for purpose in accordance with consumer legislation.
The customer is solely responsible for returning the item(s) to us intact and undamaged during shipping. We will not compensate you for the cost of any damaged items you return to us.
When items arrive damaged:
We may accept returns of goods if they arrive damaged, incorrectly, or faulty, and you notify us of this with necessary images within 48 hours after delivery.
The photos required upon receipt of a damaged item/items are as follows:
- Photo(s) of the damaged product
- Photo(s) of the inner packaging (bubble wrap, kraft paper) and outer packaging (box)
- Photo(s) of the product together with the shipping label from the transport agency
- Photo(s) of the packed product, putting it back in the package as it was delivered to you
In the event of receiving a faulty or defective product, the photos to be sent to us are those indicated below:
- Photo of the product where the front of the product can be clearly seen.
- Photo of the product where you can clearly see the barcode.
- Photo of the product where the batch code can be clearly seen.
To request a return due to a product malfunction, please give us a clear video of the fault. Once the needed photographs have been received, a Customer Service representative will contact you to provide a solution as soon as possible.
You will have to bear the direct cost of returning the goods.
