FAQ
1. How can I contact customer service?
You can contact us by email at [email protected] or through our Contact Us page. Please include your order number and the email address used at checkout if your question is order-related.
2. What are your customer service hours?
Our customer service hours are Monday to Friday, 9:00–18:00, based on European time. Messages sent outside business hours, on weekends, or during public holidays may be answered on the next business day.
3. How can I check my order status?
You can check your order status through our Track Order page. Please enter your order number and the email address used at checkout to view available order information.
4. Why is my tracking information not updating?
Tracking updates may take time to appear after shipment. Carrier delays, customs processing, public holidays, or local delivery conditions may also affect tracking updates. If there is no update for several business days, please contact us at [email protected].
5. Do you offer international shipping?
Yes, we provide worldwide shipping where available. Shipping fees, delivery estimates, customs information, and address requirements are explained in our Shipping Policy.
6. Where are orders shipped from?
Most orders are shipped from our European fulfillment area. Delivery time may vary depending on the destination country, courier service, customs processing, and local delivery conditions.
7. How long does order processing take?
Orders are usually processed within 1–3 business days after payment is confirmed. Orders placed on weekends or public holidays may begin processing on the next business day.
8. Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us at [email protected] as soon as possible. Address changes may only be possible before the order has been processed, packed, or shipped.
9. What happens if I entered the wrong address?
Customers are responsible for providing complete and accurate shipping information at checkout. If an order is delayed, returned, or lost due to an incorrect or incomplete address, additional shipping fees may apply.
10. Can I cancel my order?
You may request cancellation by contacting us as soon as possible. Orders can usually be cancelled only before they have been processed, packed, or shipped. More details are available in our Refund and Returns Policy.
11. How do I request a return?
To request a return, please contact us at [email protected] with your order number, checkout email address, and a brief explanation of your request. Please review our Refund and Returns Policy before sending any item back.
12. How long do I have to request a return?
Return requests may usually be made within 30 days after receiving the order. Return conditions, approval steps, and refund handling are explained in our Refund and Returns Policy.
13. When will I receive my refund?
Once a refund is approved, we usually process it within 7 business days. Your bank, card provider, or payment service may need additional time to post the funds to your account.
14. What payment currency does the website use?
Our website uses euro currency for payments unless otherwise displayed at checkout. The final order total, including shipping fees and any applicable charges, will be shown before payment is completed.
15. Is my personal information protected?
We process personal information to operate the website, handle orders, provide support, manage delivery, prevent fraud, and meet legal obligations. For more details, please read our Privacy Policy.
16. Does the website use cookies?
Yes, our website may use cookies to support cart functions, checkout, account access, website performance, analytics, preferences, and security. You can learn more in our Cookie Policy.
17. Where can I read the full website terms?
You can review the full rules for using our website, placing orders, payments, shipping, returns, privacy, cookies, and customer responsibilities in our Terms of Service.