Frequently Asked Questions

Last updated: August 25, 2026

Welcome to our Frequently Asked Questions page.

Below you can find answers to common questions about ordering, payments, shipping, delivery, returns and refunds.

1. Where do you deliver?

We currently deliver to eligible destinations throughout Europe.

Delivery availability may depend on:

Destination country or region;
Postal code;
Local carrier coverage;
Product type;
Customs or import restrictions; and
Other logistical limitations.

Available delivery options will normally be shown during checkout.

2. How long does delivery take?

Estimated standard shipping time is generally:

5–7 business days after dispatch.

Please note that this estimate does not include order processing time.

Delivery may occasionally take longer because of customs inspections, public holidays, carrier delays, severe weather or other circumstances outside our reasonable control.

3. How long does order processing take?

Orders are generally processed within:

1–2 business days

after they have been successfully placed and confirmed.

Business days are generally Monday through Friday, excluding public holidays.

Orders placed during weekends or public holidays will normally begin processing on the next business day.

4. How can I track my order?

Where tracking is available, tracking information may be provided after your order has been dispatched.

Your shipping confirmation may include:

Carrier name;
Tracking number;
Tracking link; and
Dispatch information.

Tracking information may require approximately 24–48 hours after dispatch to become active in the carrier's system.

If you have difficulty tracking your order, please contact us through our Contact Us page.

5. What payment methods do you accept?

For eligible orders, we currently support:

✓ PayPal
✓ Cash on Delivery (COD)

Only payment methods available for your particular order will be displayed during checkout.

Payment availability may vary according to:

Destination country;
Currency;
Product;
Order value; and
Delivery provider.

6. How does PayPal payment work?

Where PayPal is available, select PayPal during checkout.

You may be redirected to PayPal to:

Sign in to your PayPal account;
Select your payment method;
Confirm the transaction; and
Complete any required security verification.

Your PayPal payment is processed through PayPal's payment infrastructure.

We will never ask you to provide your PayPal password through our Contact Us form.

7. Do you offer Cash on Delivery?

Yes. Cash on Delivery (COD) may be available for eligible orders and delivery destinations.

When COD is selected, payment is normally made to the courier when the parcel is delivered.

COD availability may depend on:

Country;
Postal code;
Product;
Order value;
Delivery provider; and
Delivery method.

If COD is not available for your order, it will normally not appear during checkout.

8. Do I need to pay in cash for a COD order?

This depends on the local delivery provider.

Depending on the courier, payment may be accepted:

In cash;
In the exact amount requested by the courier; or
Using another payment method accepted by the courier.

Please follow the payment instructions provided by the delivery carrier.

9. Will I receive an order confirmation?

Yes.

After successfully placing an order, you will normally receive an order confirmation using the contact information provided during checkout.

The confirmation may include:

Order number;
Products ordered;
Order total;
Payment method; and
Delivery information.

Please check your spam or junk email folder if you do not receive an expected confirmation.

10. Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

If the order has not yet entered processing or fulfilment, we may be able to assist.

Once an order has been processed or dispatched, changes or voluntary cancellation may no longer be possible.

This does not affect any statutory cancellation or withdrawal rights that may apply.

11. What should I do if I entered the wrong delivery address?

Please contact us immediately through our Contact Us page.

If the order has not yet been dispatched, we may be able to correct the delivery address.

Once the parcel has been shipped, we cannot guarantee that the address can be changed.

Where permitted by law, additional shipping costs caused by an incorrect or incomplete address provided by the customer may be the customer's responsibility.

12. What happens if my parcel is delayed?

Delivery delays may occasionally occur because of:

Carrier congestion;
Customs processing;
Public holidays;
Severe weather;
Transportation interruptions;
Incorrect delivery information;
Border restrictions; or
Other circumstances outside our reasonable control.

If the estimated delivery period has passed and tracking has not been updated for an extended period, please contact us with your order number.

We will review the available shipping information and, where appropriate, contact the carrier.

13. What should I do if my parcel appears to be lost?

Please first:

Check your tracking information;
Confirm that the delivery address is correct;
Ask household members;
Check reception areas or mailrooms;
Check any authorized safe delivery location; and
Contact the local carrier where appropriate.

If you still cannot locate the parcel, contact us through our Contact Us page and provide your order number.

If the shipment is confirmed as lost, we will provide an appropriate solution according to our policies and applicable consumer law.

14. What should I do if my order arrives damaged?

Please inspect the parcel and product as soon as possible after delivery.

If your product or parcel arrives damaged, contact us promptly and provide, where possible:

Your order number;
Description of the damage;
Photos of the product;
Photos of the outer packaging;
Photo of the shipping label; and
Video showing the issue where relevant.

Please keep the original packaging until the issue has been reviewed.

If the damage is confirmed, we will provide an appropriate solution in accordance with our Return and Refund Policy.

15. What if I receive the wrong product?

Please contact us promptly through our Contact Us page.

Include:

Your order number;
Clear photographs of the product received; and
A photograph of the shipping label.

After reviewing the issue, we may arrange an appropriate:

Replacement;
Return; or
Refund.

16. What if something is missing from my order?

If your parcel arrives with missing products, accessories or components, please contact us.

Please provide:

Your order number;
Photos of all products received;
Photos of the outer packaging; and
Photo of the shipping label.

We will review the issue and provide an appropriate solution.

17. What is your return period?

We offer a 30-day voluntary return policy for eligible products.

This means that eligible customers may request a return within 30 days after receiving the product, subject to the conditions in our Return and Refund Policy.

Products should generally be returned:

In the condition in which they were received;
Unused or unworn;
With original accessories and components; and
In original packaging where reasonably possible.

Proof of purchase may also be required.

18. Do EU/EEA customers have a 14-day right of withdrawal?

Yes.

Eligible consumers in the European Union and European Economic Area generally have a statutory 14-day right of withdrawal for qualifying distance purchases, subject to applicable legal exceptions.

Where this right applies, you may withdraw from the purchase without giving a reason within the statutory period.

The statutory 14-day right is separate from our voluntary 30-day return policy.

19. Who pays the return shipping costs?

For a change-of-mind return under the applicable 14-day statutory withdrawal right, the customer is generally responsible for the direct cost of returning the goods, provided that this responsibility was properly disclosed before purchase.

Customers are also generally responsible for return shipping costs for voluntary change-of-mind returns under our 30-day return policy.

However, reasonable return shipping costs will normally be covered by us when the return is caused by:

A defective product;
A product damaged during delivery;
An incorrect product;
Missing components or accessories; or
Another confirmed error attributable to us.

20. How do I request a return?

Please contact us through our Contact Us page before returning any product.

Please provide:

Your order number;
Email address used for your order;
Product you wish to return;
Reason for the return; and
Photos or videos where relevant.

Do not send the product back before receiving the applicable return instructions.

21. Where should I send my return?

Approved returns should be sent according to the return instructions provided after your return request has been reviewed.

Our registered company address should not automatically be used as the return address.

The correct return location may depend on the product, warehouse or fulfilment arrangement.

Please contact us before shipping any return.

22. When will I receive my refund?

Once a returned product has been received and inspected, we will notify you whether your refund has been approved.

For approved voluntary returns under our 30-day return policy, refunds are normally processed to the original payment method within 10 business days after approval.

Where an EU/EEA statutory withdrawal right applies, refunds will be processed within the legally required period.

Your bank, PayPal or other payment provider may require additional processing time before the refund appears in your account.

23. How will a PayPal refund be issued?

For an order originally paid through PayPal, an approved refund will normally be returned through the original PayPal transaction or another legally appropriate method.

The time required for the refunded amount to appear may depend on PayPal and the original funding method.

24. How are Cash on Delivery refunds handled?

Because COD payments are collected at or around delivery, an approved refund may require a different reimbursement method.

We may request information reasonably necessary to arrange the refund.

Our customer service team will provide instructions where required.

For security reasons, never send passwords, complete payment card details or other sensitive financial credentials.

25. Can I exchange a product?

Where an exchange is available, please contact us before returning your product.

Depending on the circumstances, we may:

Arrange a direct replacement; or
Ask you to return the original product and place a new order.

Defective, damaged or incorrectly supplied products will be handled according to our Return and Refund Policy and applicable consumer law.

26. Are there products that cannot be returned?

Certain products may not qualify for voluntary or statutory returns where an applicable legal exception exists.

Examples may include:

Customized or personalized products;
Perishable products;
Certain sealed hygiene products after the seal has been removed;
Hazardous or flammable products; and
Other goods excluded by applicable law.

Mandatory rights relating to defective or non-conforming products remain unaffected.

27. Are customs duties or import taxes included?

Orders shipped across national borders may be subject to:

VAT;
Customs duties;
Import taxes;
Customs clearance fees;
Handling charges; or
Other charges imposed by authorities in the destination country.

Where such charges are included in the purchase price, this will be indicated during checkout.

Unless expressly stated otherwise, customers may be responsible for duties, taxes or other charges independently imposed by destination-country authorities.

28. Can I refuse a Cash on Delivery parcel?

If you selected COD and no longer wish to receive your order, please contact us as soon as possible before dispatch or delivery.

Simply refusing a parcel does not necessarily constitute a valid statutory withdrawal notice.

Repeated or unjustified refusal of COD parcels may result in COD being restricted for future orders where permitted by applicable law.

Any mandatory statutory consumer rights remain unaffected.

29. Is my payment information secure?

We use Shopify and applicable payment service providers to support the checkout process.

Where PayPal is selected, the transaction is processed using PayPal's payment infrastructure.

Customers should never send us:

PayPal passwords;
Account passwords;
Full payment-card security codes; or
Other sensitive login credentials.

For additional information, please review our Payment Policy and Privacy Policy.

30. How can I contact customer service?

For questions regarding:

Products;
Orders;
Payments;
Shipping;
Delivery;
Tracking;
Returns;
Refunds; or
Privacy,

please contact us through the Contact Us page available on our online store.

When contacting us about an existing order, please include your order number so that we can assist you more efficiently.