¡Welcome!
If you still have questions after reviewing our answers to Frequently Asked Questions, please contact our Customer Services Team, using the following link to the Customer Enquiry Form. The Customer Enquiry Form is provided to assist you if you were unable to find the information you require. It is very important to fill in the form correctly and completely. Our Customer Services Team be pleased to assist you.
SHIPPING AND DELIVERY
When am I charged for items as soon as I order them?
If you have paid by Credit/Debit card, you will be charged at the time of placing your order through our secured payment gateway: Adyen.
If you have paid by bank transfer or PayPal, your goods are dispatched only when we have received the payment.
If we find that goods are not available, and we have taken payment we will refund the cost to you.
Can I change my delivery address after I have placed my order?
Once we have already sent the items to you, we are unable to change the delivery address.
If you are not home to take delivery of your parcel, you will be left a card from the carrier inviting you to re-arrange delivery.
Once items are ready to ship, we will send you an email to advise your parcel has been dispatched and include a link to the shipping company website. From here you will be able to track the status of your order.
What countries do you ship to?
Worldwide! If your country is not listed in our website, please contact us and we can double check to see if we are able to ship to you. Important: Few of our brands are not authorized to be sent to particular countries.
If you do not receive your order within 10 business days or more after completing your checkout, please contact us (please provide us with your name, email, order number, and phone number) and we can resolve the issue right away.
If you have any further questions about your order, please feel free to contact our Customer Services Team, using the following link to the Customer Enquiry Form. Our Customer Services Team will gladly assist you.
Delivery times depend on your country and shipment option. On occasion, there may be a small delay for reasons beyond our control (strikes, accidents, acts of God). Once items are ready to ship, we will send you an email to advise your parcel has been dispatched and include a link to the shipping company website. From here you will be able to track the status of your order
A postage and packing charge will be added to your order at the checkout, which will depend on the country of delivery. Upon entering our website, please be sure to first select your country by clicking on "Change Country." Our prices are clearly shown next to each product and simply by clicking on the "Buy" button, you enter an item into the shopping cart and the shipping costs will be calculated for you automatically. In this way you can see the full cost of your order before proceeding to the checkout. The shipping cost depends on the size and weight of your order. We get from our shipping company very competitive worldwide shipping costs.
How will my parcel be delivered?
- For the European Union, you can choose between the following shipping options:
DHL Air: Express Air Service.
GLS – DPD – PARCEL FORCE: Road Transport.
- Outside the European Union, you can choose:
DHL Air Worldwide Express: Express Air Service.
You must select your preferred shipping method from the pull-down menu that appears in the shopping cart. This selection can only be made during the ordering process.
Shipping and delivery times shown are approximately and excluding processing time depending on your location.
What happens if I am not at home when my delivery arrives?
If you are not at home when your delivery arrives, and we are unable to leave your parcel in a safe and secure place, the courier will post a card through your door asking you to contact them to arrange redelivery. The couriers will continue to make at least 2 further attempts to deliver your order. If no one can stay at home for the delivery, please give us your work address or a friend/relative's address. And don't forget to warn this person beforehand.
What happens if my order is returned to you because it is undeliverable?
Every once in a while, we will have a package returned to us because the couriers were unable to deliver it to you. When this happens, we will attempt to contact you to establish if you would like your order re-dispatching or refunding. If we cannot contact you within 2 weeks of receiving your parcel back into our warehouse, we will issue a refund (for the products only).
Why would my package be returned to you as undeliverable?
We can receive packages as undeliverable for the following reasons:
- We received an incorrect address
- Failed delivery attempts (i.e. no-one was at home to sign for the delivery)
- Refused by the recipient.
YES! It's possible to send products to a different address than the invoicing address. But for customs subjects, the order has to be made under the Recipient's Name and Address and in the local currency of the destination country. All fields required in the process of purchase have to be filled out with the recipient´s details.
Is it possible to stop an order when it has been already shipped to the customer?
Once the parcel has been shipped to the customer, there's no way to stop it. Shipping companies come every day to pick up all the parcels for customers at 2PM (Central European Time). All the orders placed before this time will be shipped and we are unable to stop them. If you want to cancel an order before it has been shipped to you, we'll refund the money you paid for the products including shipping costs.
Do you ship to PO Boxes or Military APO/FPO addresses?
We are sorry but we cannot ship to A.P.O. Military address or P.O Boxes and Hotels, our transport partner requires that a physical street address be provided along with a telephone number. A signature on file is needed for a successful delivery.
Will my order be delayed if some items are out of stock?
We make every effort to have featured items in stock, and occasionally we are out of certain items. If we are out of stock or expecting a back-order on an item that you have ordered, you will receive an email notification with an expected ship date. If the wait for the item is too long for you, you can contact our Customer Services Team, using the following link to the Customer Enquiry Form and asking for a change to an alternative item or for a cancellation.
Case 1: When placing your order:
When placing your order, in the product page, you can check if the product is available right now for immediate shipment or if there is an expected delivery date from manufacturers. In this case, we´ll wait to have all products available in our warehouse and ship to you the complete order.
Case 2: When preparing your parcel:
Despite our best efforts, occasionally some products will not be available between the placing of your order and the expected ship date. If part of your order is delayed we will send the items that are available out to you as soon as possible. The items that are delayed will be sent out as soon as they arrive in our warehouse, at no extra cost to you.
