FAQ
ORDER
Do I need an account to place an order?
No, you can also order as a guest. However, there are some benefits to having an account with us:
- Faster checkout process
- Easy view of your order status and order history
- Receive updates on our new arrivals and special promotions
WHAT IF I FORGOT MY PASSWORD?
Click on "Forgot password?" on the login page – 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 we cannot change your order.
ARE THERE EXCHANGE RATES?
All our transactions are processed in USD. If your credit card is denominated in another currency, your total order amount will be calculated based on the daily exchange rate on 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 COD (Cash on Delivery).
HOW SECURE IS MY ONLINE ORDER?
When you shop online with your credit card, all your information is entered on an SSL-secured webpage. 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 CAN I CHANGE OR CANCEL MY ORDER?
We reserve the right to accept or reject the order or any part thereof at any time after receipt of the order, at our sole discretion, 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 canceled, we will issue a credit to the original payment method.
Any cancellation after an order is subject to a cancellation fee of 30% of the total price, regardless of when the order was placed (even if it is only one second later), because the payment processor/credit card company charges us a fee for cancellations.
Please note that orders that have already been packed or shipped can no longer be canceled.
HOW DO I SET MY DELIVERY ADDRESS?
Since our website and service are based on English, all information you enter must be in English input (including punctuation). If certain letters of your address contain non-English letters, you should use the similar English letters instead. For example, replace the letter "ß" with "ss".
CAN I CHANGE MY DELIVERY ADDRESS AFTER ORDERING?
Please note that your delivery address can no longer be changed after the order has been processed or shipped. Update your delivery address to your residential address, not your vacation address, as we do not know how long the customs office of the destination country will hold the package.
WHEN WILL MY ORDER ARRIVE?
Delivery time depends on the shipping option you choose. Once the order has been shipped, we will send you your tracking information by email the next day, as it typically becomes available 24 hours after shipment. We are not responsible for delays caused by your country's customs office.
HOW CAN I TRACK MY ORDER?
We will send you your tracking information by email once your order has been shipped. You will usually receive the tracking number one day after we have shipped your order.
CAN I USE MULTIPLE DISCOUNT CODES IN ONE ORDER?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts, unless otherwise stated.
WHAT DO I DO IF ITEMS ARE MISSING FROM MY ORDER?
If something is still missing, please contact us immediately.
SHIPPING AND CUSTOMS
WHEN WILL MY ORDER BE PROCESSED?
All orders are processed and shipped from our warehouse in China. Please allow for longer processing time for your order during holidays and sale seasons.
We process orders from Monday to Friday. Orders are processed within 2-3 business days from the order date and shipped on the day after the processing day. Please note that we do not ship on weekends.
Please contact us if you have not received a shipping confirmation within 5 business days after your payment.
How will my order be shipped?
Please refer to our shipping page for shipping methods.
RETURNS
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 as well as the reason for the return. Our customer service team will review the return request and send you further instructions if the return is approved.
A list of items excluded from returns can be found in our Return Policy. All returns must be in original condition with intact packaging.
Will the shipping costs be covered for my refund?
All return shipping costs and any other fees are borne by the customer.
Was ist, wenn die erhaltenen Artikel defekt/falsch/beschädigt sind?
Bitte kontaktieren Sie uns innerhalb von 7 Tagen nach Erhalt Ihrer Bestellung, wenn Sie falsche, fehlende und/oder defekte Ware erhalten haben. Bitte fügen Sie Ihre Bestellnummer, Fotos der Artikel und alle entsprechenden Referenzen bei, die Sie beim Erhalt des Pakets haben. Wir werden uns nach besten Kräften bemühen, Ihr Anliegen so schnell wie möglich zu lösen.
What if the received items are defective/wrong/damaged?
Please contact us within 7 days of receiving your order if you have received incorrect, missing, and/or defective merchandise. Please include your order number, photos of the items, and any relevant references you have when receiving the package. We will use our best efforts to resolve your issue as quickly as possible.
HOW LONG DOES THE RETURN PROCESS TAKE?
Processing returns can take up to 14 business days from the day we receive your return. We will send you a confirmation email once your return has been processed.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to your issuing bank within 7-10 business days after receipt of the returned item or cancellation request. Please contact your bank/card issuer with questions about the credit to your account.
If you have not yet received a credit for your return, you can do the following: Contact your bank/credit card company. It may take some time for the refund to be posted to your account.