FAQs
When will my order be shipped?
As soon as you place an order, we need 1 to 2 working days to process and ship it. Orders placed on Saturdays and Sundays (and those received after 5 pm on Fridays) are processed on Monday.
Do you ship to PO box addresses?
We are unable to ship to PO Boxes
What are your shipping costs?
You will easily find the shipping costs for each type of service and for each country by going here.
Shipping costs are displayed after the selection of products and once the required delivery address has been entered. We try to offer at least 2 delivery services per country, and free delivery over a certain order threshold.
Do I need to pay any additional customs duties or taxes on my order?
Some orders delivered outside the European Union may be subject to duties and taxes which are charged by customs when your order arrives in your country.
Are there any duties or taxes to pay for delivery within the European Union?
No
Are there any duties or taxes to pay for delivery to the US?
No taxes on orders amounting to less than $800. Above that amount, add between 10 and 20% in taxes. Nothing stops you placing several orders with a value below $800.
Are there any duties or taxes to pay for delivery to the UK?
For orders over £135, you pay no VAT when shopping on the website. You must pay UK VAT to the carrier upon delivery.
For orders amounting to less than £135, you pay VAT on your purchases on the website. We pay that VAT to the UK tax office. You have nothing to pay on delivery in the UK.
Are there any duties or taxes to pay for delivery to other countries?
Tax systems vary from one country to another. If you have questions about duties and taxes that may be claimed, you can send us a message at the following address [email protected] and we will try to answer them as best as possible.
I'm having trouble placing an order, can you help me?
If you encounter any difficulties, we’re happy to help you out. Contact our customer service department: [email protected] (10 a.m.-6 p.m. UTC, Monday to Friday).
May I change my order once it has been placed?
Once your order has been confirmed, we will do our best to change it but cannot guarantee it. Contact us [email protected]
Can I place my order by phone?
We are unable to take orders by phone.
What payment methods do you accept?
We accept all major credit cards and Paypal. We do not accept orders with payment on delivery. All orders must be paid in full before shipping.
What currencies can I use for payment?
We accept payment in a dozen or so currencies. Exchange rates change daily.
How do I check the status of my order?
When your order is placed, you receive a confirmation email, then a second with your package tracking information once your order has been shipped. If in doubt, you can contact us by email at [email protected].
What should I do if I receive the wrong item, a defective item, or if an item is missing in the order?
You can contact our customer service department at [email protected] indicating the order number, item name, an explanation and a photo. We will do our best to solve this problem as soon as possible.
