FAQs

Placing An Order

Do I need to have an account to order?
No, you will be able to place an order as a guest. However, having an account will allow you to process checkout quicker, view your order status and order history easily.

My email address is wrong, what should I do?
Please contact us if you are having issue with your email address and we will try and best to y resolve the problem.

Are there any exchange rates?
All of our international transactions are based in US Dollars, that is if you are buying from outside United Kingdom. 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.

What payment methods do you accept?
We accept all major credit cards (VISA & MasterCard) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.

How secure is my online order?
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.

How do I change or cancel my order?
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 cancelled, 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.

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

How do I set my shipping address?
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.

Can I change my shipping address after placing an order?
Yes, you can do so by contacting us. 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 vacation address as we do not know how long the destination’s customs department will have the package on hold.

When will my order arrive?
The delivery time is based on the shipping option that you have chosen. Sometimes, your package may go through customs clearance in your country of residence. We are not responsible for delays caused by the customs department in your country.

Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts.

What Do I Do If I Have Missing Items In My Order?
If something is still missing, please contact us immediately.

Shipping

When will my order be processed?
We process orders daily. Orders will be processed within 2 days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends, but order processing will still be performed during weekends.

Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in Pound Sterling (£), 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.

How long does it take to arrive?
Usually, it takes on average about 2 – 3 weeks to reach our customers. Depending on the day (public holiday, Christmas, etc), the shipping duration may vary. Most customers receive the items within one month. However, it might take up to 60 days during peak season.

Upon Receiving

My item is defective or incorrect, what should I do?
If the item you received is defective or incorrect, please contact us within 7 days from receiving your order. Please provide your order number, photographs of the item(s), videos (if applicable) and all other related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

If you wish to return them, please read our Return Policy. All returns must be in original condition with packaging intact.

Will shipping be covered for my return?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.

How long is the return process?
Processing return may take up to 14 business days from the day we receive your request. We will email you to confirm once your return has been processed or approved.

Refund

When will I receive my refund?
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, please contact the bank/credit card company. It may take some time before the refund is posted to your account.