Frequently Asked Questions

Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

• Quick checkout process

• Easily view your order status and order history

• Receive updates detailing our new releases and special promotions

What if I forgot my password?

On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

What if I typed the wrong email address?

Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.So Please fill in your address in all details, otherwise the package we mail to you will be returned to us, or we will just ignore your request to save everyone the trouble. 

Are there any exchange rates?

All of our transactions are in Pounds sterling. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into a SSL-secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is cancelled, we will issue a credit to the original method of payment. 

Any cancellation made after an order has been placed, will be subject to a cancellation fee of $0.5 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be cancelled.

How do I set my shipping address?

Since our website and service are based in English, all the information that you type in is required to be English input method, including punctuation. If certain letters of your address contain non-English letters, you are advised to use similar English ones instead. For example, you may change the letter "?" to "c".

Can I change my shipping address after placing an order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.

When will my order arrive?

The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.

How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.

Can I use several discount codes in one order?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

What Do I Do If I Have Missing Items In My Order?

If something is still missing, please contact us immediately.

When will my order be processed?

All orders are handled and shipped out from our warehouse abroad. Please allow extra time for your order to be processed during holidays and sale seasons. 

We process orders between Monday and Friday. Orders will be processed within 5-7 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.

Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

What if the item(s) I received are defective/incorrect/damaged?