FAQ

  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?

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

Where do you ship from?

We currently have warehouses in following countries United-States, Canada, Australia, France, the UK, Spain, Russia, and Germany.

Free Shipping to Most European countries, Australia, New Zealand, and Canada.

We do offer Free Economy Standard Shipping to 48 Contiguous United States except for HI, Alaska, Guam, PR.

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 72 hours to process it for delivery.

Standard ground 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: 5-10 business days
  • Canada:¬†5-10¬†business days
  • Australia:¬†5-10¬†business days
  • France:¬†5-10¬†business days
  • UK:¬†5-10¬†business days
  • Germany:¬†5-10¬†business days
  • Other European countries 5-10¬†business days (only if we ship from our warehouse in Europe, we offer shipping to more than 16 plus countries in Europe)

 

  1. Payment

What payment methods do you accept?

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

We additionally offer support for PayPal, Amazon Pay, Apple Pay, and Google Pay.

You can chose these payment methods at checkout.

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: USD, CAD and EUR.

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

 

  1. Shipping

Where do you ship?

We currently ship in the United States, Canada, Australia, France, the UK and Germany.

We do offer Free Economy Standard Shipping to 48 Contiguous United States except for HI, Alaska, Guam, PR.

Free Shipping to Most European countries, Australia, New Zealand, and Canada.

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 72 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: 5-10 business days
  • Canada:¬†5-10¬†business days
  • Australia:¬†5-10¬†business days
  • France:¬†5-10¬†business days
  • UK:¬†5-10¬†business days
  • Germany:¬†5-10¬†business days
  • Other European countries 5-10¬†business days (only if we ship from our warehouse in Europe, we offer shipping to more than 16 plus countries in Europe)

Do you offer fast shipping?

We do offer expedite shipping on a select number of countries: Can select expedite shipping option during checkout.

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 may have to pay custom taxes. Unless you pick the product from your country (ASOS have warehouse in  France, the UK, Spain, Russia, and Germany)

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 to the website of the delivery partner handling your delivery.

 

  1. Returns

Do you accept returns?

YES

We do accept returns in respect to the following conditions:

  • 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 14 days of delivery
  • The return is made within 7 days of the return or exchange request
  • We do not except return from clearance items.

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?

Shipping will only be refunded in the case of defective products. You can choose the company and the service you want to send the products you want to return (make sure to send us the tracking number). It is not at all necessary to send the items through express or courier service, the choice of the shipment type depends on each client. 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.

 

  1. Other questions

Do you offer a referral program? How does it work?

We have created a referral program to thank our customers for referring their friends and family.

To refer someone, you will first need to have an account on our online store. After that you can head to your profile page to get your personalized referral link.

Any of your friend who decides to place their first order using your referral link will get enjoy a 20% discount. In return you will be credited to 20% too for helping we spread the word.

For more information, please refer to our referral program terms & conditions.

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, US, Australia and Canada.

Is there a warranty?

We guarantee any of our product made by us 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 they respect the following conditions:

  • 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 14 days of delivery
  • The return is made within 7 days of the return or exchange request

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.