FAQ
Do you have questions? No worries, here we have gathered the answers to the most frequently asked questions for you.
Shipping and delivery
When can I expect my order?
We aim to process orders as quickly as possible. The average processing time is 1 to 3 business days (Monday to Friday).
After processing and dispatch, the average delivery time is 4 to 12 business days (Monday to Friday), depending on the destination and carrier.
The total estimated delivery time is typically 5 to 15 business days.
Once your order has been dispatched, you will receive a confirmation email with a Track and Trace number.
Do you offer free shipping?
Yes, we offer free standard shipping on all orders to Canada. No minimum order required.
Where can I find my Track and Trace number?
Once your order has been dispatched, you will automatically receive an email with your Track and Trace number.
Did not receive an email? Please also check your spam or junk mail folder.
My Track and Trace number is not working. What should I do?
It may take 24 to 48 hours after dispatch for a Track and Trace number to become active.
If tracking still does not work after that period, please contact our customer service team and we will look into this for you.
My delivery is delayed. What can i do?
While we do our best to deliver orders within the stated delivery time, delays at the carrier can occasionally occur in exceptional circumstances.
If your order is taking longer than expected, we will investigate the shipment in cooperation with the carrier and keep you informed of the progress.
If loss of the shipment is confirmed, we will offer you a free replacement delivery or, if preferred, a full refund of the purchase amount.
Returns and right of withdrawal
How can I return an item?
If you wish to return an item, please contact us by email within 14 days of receipt.
Once we have received your return request, we will review it and, upon approval, provide you with further return instructions and the return address. The return address and instructions are always provided by our customer service team.
Please ensure you return the item using a trackable shipping method so the shipment can be monitored. The item must be returned unused, undamaged and, where reasonably possible, in its original packaging.
Who pays for the return shipping costs?
The cost of returning an item is at the customer's expense, unless otherwise stated or if the item is defective, damaged or incorrectly delivered.
In those cases, we will cover the return shipping costs.
When will I receive my refund?
Once we have received and inspected the returned item in good order, the refund will be processed as soon as possible.
The refund will be issued within 14 days of receiving the return, via the original payment method.
Issues with your order
I received a wrong or damaged item.
We are sorry to hear that you received a wrong or damaged item. In this case, please contact our customer service team as soon as possible and include clear photos of the item received.
After reviewing your report, we will work with you to find an appropriate solution, such as a free replacement delivery or, where applicable, a refund.
Can I cancel my order?
Cancellation of an order is possible as long as it has not yet been processed or dispatched. If you wish to cancel your order, please contact our customer service team as soon as possible.
Once an order has been dispatched, cancellation is no longer possible and the order can only be returned in accordance with our Return Policy.
Couldn't find your answer?
We're here to help. If you couldn't find the information you were looking for, please reach out to us directly. Our team is eager to assist you