Frequently Asked Questions
- Is there any shipping cost?
We have arranged free shipping for purchases over USD $25. For purchases of lower amounts and to regions where we do not have coverage, the shipping cost will depend on the weight and destination, this information will be reflected in the purchase process.
- I have not received my order, what should I do if my order does not arrive in the estimated time?
If the time we indicated for the shipment of your order has elapsed, you can view it on our website with the number of your order. You can also contact us and our team will be happy to answer you (specify your email or contact information).
- I do not have the time to receive my order at home, what should I do about it?
If you are unable to receive your order, you can leave it with a person in charge as long as he/she is of legal age and identifies himself/herself. If this is not possible, you can pick it up at the branches of our courier company. Otherwise, the package will arrive at our branches and we will contact you to define how you can pick it up.
- What payment methods do you accept?
We use Stripe as a payment gateway, with a wide range of payment methods:
– Apple Pay
– Bancontact
– Credit cards (Visa, MasterCard, American Express, Discover, Diners Club, JCB)
– EPS
– Giropay
– Google Pay
– iDEAL
– Multibank
– SEPA Direct Debit
– Sofort
– P24
– WeChat Pay
Other payment methods that may be accepted in the future will be announced on our website.
- Is it safe to make purchases through these payment methods?
We provide you with a secure shopping experience, your personal information is kept with all the security measures throughout the payment process. We do not share or sell your information to third parties.
- After my order is confirmed, can I make changes to the delivery terms?
After your order is confirmed, it is not possible to make adjustments to the information, as this data is vital to the logistics and delivery process and is sent automatically. However, if you want to make an update for future shipments, you can do so without any problem.
- How long will it take to receive confirmation of my order?
Your order will be confirmed once the payment is accepted by the issuing bank, although depending on the type of payment, this confirmation is usually immediate. Once the payment is confirmed, you will receive an email indicating the approval status of your order.
- How can I make a complaint about the status of the product?
We are committed to ensure the quality of the product, if you receive it with any defect, incomplete or have any nonconformity, please send us an email to (confirm email) attaching photos if possible and specifying your nonconformity. Our team will be attentive to your needs.
- Where can I find my order number?
For claims, observations or changes, it is important that you keep in mind the number of your order, you will find it at the top of your invoice, it is a number of XX digits.
- I need to return my order, what is the procedure to follow?
We regret that you wish to return your order, however, if you wish to do so, please refer to our return policy where you will find the necessary information to complete the process (return policy link).
