Frequently Asked Questions

Do I need an account to place an order?

No, you can also place an order as a guest. However, having an account offers several benefits:

• Faster checkout process
  
• Easy access to your order status and order history
  
• Regular updates on our new releases and special offers.

What if I forget my password?

On the login page, click on "Forgot your password?". You will then be redirected to a page where you can create a new password.

What if I entered the wrong email address?

Please contact us so we can change your email address. We can change your email address, name, and address, but not your order. Therefore, please provide your complete address, otherwise the package will be returned to us, or we will have to ignore your request to avoid unnecessary effort.

Are there exchange rates?

All our transactions are based on EUR. If your credit card is denominated in another currency, the total amount of your order will be calculated using the daily exchange rate on the day the transaction is processed by your card issuer.

What payment methods do you accept?

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

How secure is my online order?

When paying online with a credit card, your data is entered on an SSL-secured website. Your data 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 can I change or cancel my order?

We reserve the right to accept or reject the order or any part of it at our sole discretion at any time after receipt, even after the customer has received an order confirmation or the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is cancelled, we will refund the amount via the original payment method.

For any cancellation after placing an order, a cancellation fee of €0.5 will be charged, regardless of the time of the order (even if only one second late), as our payment service provider/credit card provider charges us fees for cancellations.

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

How do I set my delivery address?

Since our website and service are based in English, all information entered, including punctuation, must be entered in English. If your address contains non-English letters, please use similar English letters instead. For example, replace the letter "?" with "c".

Can I change my delivery address after placing an order?

Please note that your delivery address cannot be changed once the order has been processed or shipped. Please provide your home address as the delivery address and not your business address, as we do not know how long the customs of your destination country will hold the package.

When will my order arrive?

The delivery time depends on the shipping method you choose. Once your order has been shipped, we will send you your tracking information by email the next day. This is usually available 24 hours after shipment. We are not liable for delays caused by the customs of your country.

How can I track my order?

We will send you tracking information by email as soon as your order has been shipped. You will usually receive the tracking number one day after your order has been shipped.

Can I use multiple discount codes in one order?

Promotional and discount codes cannot be combined with other promotions and discounts, unless otherwise stated.

What do I do if items are missing from my order?

If something is missing, please contact us immediately.

When will my order be processed?

All orders are processed and shipped from our warehouse in China. Please note that processing your order may take longer during holidays and promotional periods.

We process orders from Monday to Friday. Processing takes 2-3 business days from the order date, and shipping takes place on the next business day. Please note that we do not ship on weekends.

Please contact us if you have not received a tracking number after 5 business days from payment receipt.

Are there customs duties and taxes?

The prices displayed on our website are exclusive of taxes in EUR. This means that you may have to pay customs duties and taxes upon receipt of your order.

Import taxes, customs duties, and related customs fees may apply once your order arrives at its destination. These fees are determined by your local customs office.

The payment of these fees and taxes is your responsibility and will not be covered by us. We are not liable for delays caused by the customs of your country. For more information on fees, please contact your local customs office.

How can I return an item?

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

For a list of items excluded from exchange, please refer to our return policy. All returns must be in their original condition and in undamaged original packaging.

What if the items received are incorrect or damaged?

Please contact us within 7 days of receiving your order if you have received incorrect, missing, or defective goods. Please provide your order number, photos of the items, and any relevant information you find when you receive your package. We will do our best to resolve your issue as quickly as possible.

How long does it take to process returns?

Processing returns can take up to 14 business days from the day your return is received. We will send you an email confirmation once your return has been processed.

When will I receive my refund?

All refunds will be made via the original payment method. If paid by credit or debit card, the refund will be transferred to the card-issuing bank within 7-10 business days of receiving the return or cancellation request. Please contact your bank if you have any questions about the credit to your account. If you have not yet received a credit for your return, please do the following: Contact your bank/credit card company. It may take some time for the refund to be credited to your account.