FAQs

1. General questions

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your “order history” section on your account page on the website.

Can I change my order?

We can only change orders that have not been processed for shipping yet.

Once your order is under the status “preparing for shipping”, “shipping” or “delivered”, then we cannot accept any edits to your order.

To make changes to your order, please reach out to support through the helpdesk.

2. Payment

What payment methods do you accept?

You can purchase on our website using a debit or credit card or Cryptocurrencies.

You can chose these payment methods at checkout.

Which currency will I be charged in?

We currently support the following currencies for charging our customers in their local currencies: USD, GBP, CAD and EUR. We also support Bitcoin (BTC) and more than 20 cryptocurrencies.

If your credit or debit card use another currency, then you will be charged in USD, GBP, CAD or EUR, depending on the website you are on. Your bank will apply the corresponding ย conversation rate of the currency you choose.

3. Shipping

Where do you ship?

We currently ship in the United-States, Europe and more than 100 countries all around the world.

For shipping outside of these countries, please reach out to our support through our helpdesk.

How long does it take to ship my order?

Once you’ve placed your order, it usually takes 1-2 business days hours to process it for delivery.

Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

  • United-States: 5-17 days
  • Europe: 5-20 days
  • Others: 7-22 days

Do you offer fast shipping?

We offer fast shipping on a select number of countries:

You can select fast shipping after having entered your delivery location. (Additonal shipping charge)

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your “order history” section on your account page on the website.

What if I’m not home?

If you’re not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

Will I pay taxes for international shipping?

Deliveries in Europe will have to pay custom taxes.

Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

For more information, please refer the to website of the delivery partner handling your delivery.

4. Returns

Do you accept returns?

We do accept returns in respect to the following conditions:

  • Sale items can’t be refunded
  • The item must have been sold on our online store
  • The item shouldn’t have been used in any way
  • The return or exchange request is made within 28 days of delivery
  • The return is made within 14 days of the return or exchange request

To ask for a return, please contact our support using our helpdesk.

Can I exchange an item?

We do accept exchanges and they follow the same conditions as returns

In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

Are returns free?

Returns are the responsibility of the buyer.

Feel free to contact our support agents through our helpdesk for more details.

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

Do you have physical stores?

We currently don’t have any physical stores under our brand name. However, we do have several distributors in Europe, the US and Canada.

Is there a warranty?

We guarantee any of our product’s quality checked by our experts and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted the conditions

 

If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.

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