FAQ’s

Most frequently asked questions

Your Order

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

1. Quick checkout process

2. Easily view your order status and order history

3. Receive updates detailing our new releases and special promotions

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

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.

All of our transactions are based in US Dollars. 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.

We accept Paypal® payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

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 is authorized and approved. Your credit card information is not stored on our servers.

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 canceled, 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 USD 0.50 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.

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

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 vacational address as we do not know how long the destination’s customs department will have the package on hold.

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.

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.

You can track your order here.

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

If you ordered more than one product, it’s very likely that they will arrive separately as our products are made by various partners. You should receive tracking for each parcel as they are despatched, so please check the tracking on your missing item.

If you’re still unsure about the whereabouts of your missing item, shoot us an email or contact us via Live Chat.

Payment info is collected via an industry-leading secure server. Additionally, most credit cards (and PayPal) offer protection against unauthorized charges. We don’t retain your credit card number or security code when you complete a payment.

Your email address, if provided at checkout, is used only to contact you about your order. Subscribers to our email newsletter will receive fewer than one message per month, and we will never sell, trade, or share your info.

Shipping And Customs

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

We processes orders between Monday and Sunday. Usually,all orders are expertly packaged, prepared, and shipped within one business day of ordering.

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

For shipping methods, please read here.

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 to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are 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.

Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, sale, and oversized/overweight products. Your order will be shipped using economy shipping.

Our personalised products are available for worldwide delivery.

Unfortunately, some of our carriers have restrictions on our non-personlized products so we can’t ship them everywhere. Sorry about that.

Currently we do not ship to the following countries:
Faroe Islands
Cayman Islands
US Virgin Islands
Northern Mariana Islands
British Virgin Islands
Turks and Caicos Islands
Solomon Islands
Falkland Islands
Marshall Islands
Reunion
Bouvet Islands
Christmas Islands
Cocos (Keeling) Islands
Cook Islands
Heard Island and McDonald Islands
Norfolk Island
Sint Maarten
South Georgia and the South Sandwich Islands
United Arab Emirates
Israel
Iraq
Canary Islands
Saudi Arabia
South Africa

That’s okay, you’re out living your best life.

Your postie should either leave your parcel in a safe place, with a neighbour, or he’ll drop a ‘We Missed You’ card in your letterbox.

The postie should reattempt delivery at least once or you can fetch it from your local sorting office within 7 days. Be sure to take the card and some form of photo ID with you.

Returns

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.

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

Please contact our support team via email for the correct return address. return address on your parcel might not be the closest (and cheapest) for you.

Contact

Still have questions?