We answer emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving an email, but if there is an increased volume of inquiries it may take us 2-3 business days to get back to you. To help us respond to you faster, please only send one email per inquiry.
Once an order is placed, our warehouses staffs can pack and ship out your order within 72 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order # so we can try to make correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
Order processing times are between 3~5 business days after the day you placed your order. Most packages are prepared within 72 hours, but if our partners are exceptionally backed up processing times may go up to 5 business days following the day you placed your order. If your order has been processing for more than 5 business days, please contact us at firstname.lastname@example.org and we'll help you out.
We’re handling our shipments via our partnership with many international couriers. After having entrusted them your order, they offer a 5 weeks time frame guarantee.
The only information we can access before that time limit is the tracking information that you already have access to. Sometimes, our partners don’t update their tracking status in real time, and if we're still within the 5 weeks time frame guarantee, they’re not going to answer to our requests.
If you still haven't received your order at the limit date given in your confirmation email, please get in touch with us.
And don't worry, your money is safe. If your order is lost, you’ll get a full refund. You can keep the items if you receive them later.
If you are not 100% happy or satisfied for any reason after receiving our products, we give you 30 days to get a full refund, exchange or store credit. Please refer to our Return Center for detailed information and procedure.
Once an order is placed, our warehouses staffs can pack and ship out your order within 72 hours, so it's not always possible to process cancel requests. Please email us ASAP with your name and order # so we can try to cancel your order before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!