Frequently Asked Questions( FAQ )
Payment
Which payment methods do you accept?
We accept a variety of payment methods. For example Credit Card, Trustly, Bancontact, Przelewy24, Multibanco, SEPA, Crypto（USDT, BTC ect.） and more. Check the checkout page for all options.
Why was my payment declined?
Payments can be declined for several reasons. For example, wrong card details, insufficient balance or problems with the payment service. Please check your details or contact your bank/payment provider.
How can I obtain an invoice?
Request an invoice? Can be done during checkout. We will send it by email afterwards.
Do you offer cash-on-delivery (COD) payment option?
No, we do not have cash on delivery. You must pay online when ordering.
Is there an option to enter a discount code or gift card?
Yes, do you have a code or voucher? Enter the code on the checkout page for a discount.
Is payment secure?
We provide secure payments. We use encryption and comply with PCI standards.
How can I receive an order confirmation after making a payment?
Yes, immediately after successful payment you will receive an email with order confirmation.
How can I request a return?
Please contact our customer service team. Please provide your order details. We will help according to our return policy.
How can I view my order history after making a payment?
Log in to your account. Go to “My Account.” In order history you will see all payments and status of your orders.
Shipping
What’s the shipping policy?
Countries that we can ship with DDP (Delivery duty paid) Method, it doesn’t request you do customs clearance and no duties for you.
– USA – UPS Express (except Alaska and Hawaii)
– UK – Local DPD Express
– Europe – UPS Express/ DPD Express/ DHL Express
Country lists of Europe 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 UK will be cleared in Germany and shipped to other European countries from Germany.
– UAE (Dubai only)
– South Africa
– Vietnam
– West Malaysia（expcet Kalimantan Island）Shipping Times for Specific Countries:
COUNTRY SHIPPING METHOD SHIPPING TIME USA Local UPS Ground 10-15 Days UK 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 UAE (Dubai) Dubai dedicated line 12-18 Days South Africa South Africa dedicated line 15-25 Days Vietnam Vietnam dedicated line 3-5 Days West Malaysia Malaysia dedicated line 4-8 Days Other countries
Except these countries list above, you need to do customs clearance and pay duties when package arrived to your customs, regarding to how much tax you need to pay, please inquiry local customs for details.
Your customs may require you to provide business license too. (if any)How are shipping costs calculated?
Shipping costs are typically calculated based on the weight of the items, the shipping destination, and the selected shipping method. You can see the shipping cost during checkout.
What should I do if my package is lost or delayed?
If your package is lost or significantly delayed, please contact our customer support team. We will investigate and assist in resolving the issue.
How can I track my order?
You can track your order by logging into your account and accessing the “Order History” section. We also send order tracking information via email.
Do I need to pay customs duties?
Not required for now, except in Canada and Denmark.
What is the estimated shipping time?
Depending on the product, the stocking time is 1-5 days and the shipping time is 7-15 days.
Security
How is website security ensured?
We employ multiple layers of security measures to protect your data and transactions, including data encryption, firewalls, and regular security audits.
How is my personal information safeguarded?
We strictly adhere to our privacy policy and do not sell or share your personal information. Your information is used solely for order processing and providing customer support.
Is payment information secure?
We use a secure payment processing system that complies with PCI standards to ensure the security of your payment information.
How can I create a strong password?
Creating a strong password involves using a combination of letters, numbers, and special characters, avoiding easily guessable information like birthdays. Changing your password regularly is also a way to enhance security.
How can I verify the authenticity of the website?
Check the website’s URL to ensure it matches the official website. Additionally, look for the SSL certificate, which should indicate that the site is secure.
How do I report suspicious activity?
If you encounter any suspicious activity or security issues, please contact our customer support immediately. We will investigate and take necessary actions.
Are there anti-phishing measures in place?
Yes, we have implemented anti-phishing measures to help prevent fraudulent activities on malicious websites and emails.
Returns
I would like to change my ordered items. What should I do?
You can amend your order on or before 11:00 pm (PDT -7 GMT) on the same day the order was placed. Please contact us at [email protected] to request changes.
How do I return a product?
You have 15 days to return something. Count from the day you received the package.
For return, the item must be exactly as when received. Not worn/used. Labels must still be attached. Original packaging must also be present. Proof of purchase (receipt) is required.
Send mail to [email protected] to start return process. If t approves, we will send return label + instructions for mailing. Packages just returned without appointment will be ignored.
More questions? Just email [email protected].