FAQs
1) Can I do a change of color, size, or variation after placing the order?
During the first 24 hours after placing the order, we are able to change something if necessary, so get in touch with us immediately through our customer service email and we will help you with this.
2) What if I made a mistake in my shipping address when placing the order?
Within the first 24 hours, we can do any corrections to the order, so it’s very important for you to send us an email with the right shipping address so we can change it ASAP.
3) Can I cancel my order?
Even though our policies are clear about this, we want to help you. Before the order is processed, we can still cancel your order. You have to send us an email and we will proceed with it. Remember after this time, we are no longer capable of canceling any order.
4) I need more information about an item before purchasing it
If you would like to know more about any of our products, you can send us an email and a Customer Representative will give you all the information you need about it.
5) I have a discount coupon. How can I use it?
When you are placing an order, on the checkout page, you will find a section where you can add your coupon.
SHIPPING & DELIVERY
1) When will I receive my order?
Once you have placed your order, we will ship it within 24-48 business hours. Then, it will take 10 - 16 days to arrive. Depending on the shipping carrier, it will take less or more time, but your package has to arrive within this time frame.
2) What shipping carrier will be used for my order?
For ensuring your order is delivered as promised, we use the best shipping carriers, such as Australia Post, 4PX and Cainiao.
3) Where to track my order?
Using the “Tracking My Order” tool on our website, you can track your order using the tracking number you received for your order. But you can also use your order number and email address used when ordering.
4) How to get my tracking number?
After placing your order, you will receive an order confirmation by email. After that, when we ship your order, you will receive an email with the information to track your order and your tracking number. Remember to check your spam folder, just in case our email arrives there.
5) What if I’m not receiving my tracking number?
You can get in touch with us through our email, and a Customer Service Representative will get to you and provide you with it within 24 business hours.
6) Why isn’t my package moving when I check tracking?
Sometimes, 1-2 days can pass with your order without having updates, which is absolutely normal. But if you see your package seems stuck or you are not sure about it, don’t hesitate to contact us through our email and we will investigate it immediately and help you in your case.
7) Am I going to receive a notification when my order is going to be delivered?
Sure, you are going to receive an email that advises you, that your order is Out for Delivery, and you will receive one more, once it’s Delivered.
8) What if I received a delivery notification but didn’t receive the item?
The first step is getting in touch with the local post office so that they can give you exact information about it. If you don’t get your package, start a claim with them, and once you receive a confirmation that you opened a claim, save that paper, email, or confirmation, and get in touch with us, so we can help you immediately with it.
9) Can I go to the postal office and pick my order up?
When the deliveryman doesn’t find a safe place to deliver the package, or if you are not at home, the order will go back to the local post office and will stay there for 1 week for you to pick it up. You will see that information in the tracking information, so remember to monitor your tracking, especially once the item is soon to be delivered.
10) What happens if I see the order is being returned to sender?
If just a few hours passed since this happened, you can go to the local post office and stop your package from being returned. If they tell you the item was already returned, don’t worry! Just send us an email, and a dedicated Customer Service Representative will promptly assist you in resolving this situation.
AFTER SALES
1) I don’t find instructions for using my item
For some items, we have digital instruction manuals and videos for using them. If your item arrived without instructions, send us an email and we will provide you with it.
2) I have problems with the item I received
If there’s something happening with your item, don’t worry, you can count on us! Send us a picture or small video of the item your received showing the problem so in this way our Product Team can help you and we can give you a solution immediately.
3) How do I get a replacement for my damaged item?
When your item is damaged or didn’t arrive in good condition, our compromise is to resolve your problem as soon as possible. In these cases, if you send us a picture or video showing the damage or problem, we can provide you with a replacement for your item.
4) Is there any warranty for the item I purchased?
Yes! All our products come with 30 days warranty.