We do not have control over customs and are therefore not able to be responsible for delays that may occur. Tracking information will be made available to you as soon as it is made available to us.
Approximate shipping times (does not include weekends/public holidays):
a) 15 to 35 business days (tracking system available)
b) Rest of the world ~ 15 to 60 business days (tracking system available in some instances)
*Exceptions in (b & c) apply.
Delayed delivery - in very rare instances, packages may take longer than the stated expected timeframe. Unfortunately, we are unable to control shipping times and any unexpected delays that may occur en-route and we seek your understanding and patience should this occur. In such cases, we will ship out a new package if there is no tracking updates for more than 30-60 business days.
This may especially be true during the busier holiday seasons at the year's end (November to December months).
PROCESSING TIME VS SHIPPING TIME
Please note that processing time (4-6 business days) is different from shipping time and should be added to the total delivery time. Orders generally take 4-6 business days to be fully processed (checked, packed, forwarded to logistics and sent forth to the post office).
After your order has been processed, your package will then be picked up by our shipping company for dispatch. An email with your online tracking information will be available on our website.
CANCELLING AN ORDER
Once an order is placed, we will not be able to cancel it after 30 minutes as your order might have already been processed.
Please do drop us an email at email@example.com as soon as possible if you'd like to cancel an order that you have just made.
We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of incorrect or insufficient address.
CUSTOM / DUTY FEES
Customs fees are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that in rare occasions, customs agents may delay delivery of some packages.
*We highly encourage customers to register an account with us to keep track of your order.
In some instances, an order may be split into different packages for any of the following reasons:
- Certain items may be on backorder
- Weight restrictions for regular shipping imposed by the post office
- Different designers/warehouse location (we work from multiple warehouses to bring you the best selections at affordable prices)
If you have any questions, don't hesitate!
Contact us before returning any items. The products must be in the same condition. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Shipping and handling fees are not refundable. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 24h of evaluation.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is visible in your account, due to factors that we can't control (bank processing times, etc.). If you’ve done all of this and you still have not received your refund after 10 days since we issue it, please contact us at firstname.lastname@example.org
Exchanges (if applicable)
We only replace items if they are defective or damaged. You have 24h after you received it to apply for an exchange if you're eligible. After that we can't be sure you didn't damage it yourself and an exchange won't be possible anymore. Please send us some picture that reflects the issue. If you need to exchange it for the same item, send us an email at email@example.com and send your item. Email us for more information.
Before returning items to us, please read and follow the instructions below. Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.
We reserve the right to charge a handling fee on all returned products.
To return your product, you should mail your product to: firstname.lastname@example.org (Email us with your order number for more information). You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.