All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.
- Can I cancel or amend my order?
Once you have placed an order, unfortunately we are not able to add any other products to it; you have to place a separate order. These orders might also be shipped separately.
We are unable to cancel individual items from your orders, however, we might be able to cancel your order if you e-mail us at email@example.com. Please note that orders may take up to 15 working days to process. Once it is shipped, it cannot be cancelled.
- What shall I do if my order is damaged or incomplete?
We aim to make sure you receive your order in perfect conditions, however, if your order arrives damaged, please e-mail images at firstname.lastname@example.org with your order number as soon as possible – including details and/or signs that the outer parcel has been tampered with. For more information visit Returns.
If your order is incomplete, let us know at email@example.com and we will send you your missing item/s after verification with our warehousing and transportation partners .
Please keep the product and packaging until the issue has been resolved.
- What shall I do if I have received an incorrect product in my order?
We aim to get your order right every time, but we do occasionally make mistakes.
Please contact us at firstname.lastname@example.org and let us know what you received. We will help you get it sorted out as soon as possible.
- Why have I not received the order confirmation email?
We recommend that you check your spam folder. If it is not there, please contact us at email@example.com.
- My order was confirmed but you emailed me that my product is out of stock. What happens now?
This does not happen often, but unfortunately it seems like your product was out of stock at the moment your order was fulfilled. We will cancel the product from the order, and you will be not be charged for it. If you have paid already we will refund the amount.
We regularly restock so you will be able to purchase it soon.
- What payment methods do you accept?
We accept Visa, Mastercard, Maestro, American Express, Shop Pay, Apple Pay, and Google Pay.
- Do you store my credit or debit card details?
We work with Shopify and Stripe, your payment details are not stored in our site to ensure maximum security.
- Why was my payment rejected?
We would recommend checking that you have entered your card details correctly and weather the card is expired or not. Please also make sure that the billing address on the card matches the billing address you entered. If all that is correct, we would suggest contacting the bank that issued your card.
We will double-check that everything works correctly on our side.
- Currencies… how will I be charged?
Currently we are only able to accept payments made in EUROS. If you are using a card with a different currency you will be subject to the charges and exchange rate of your card provider.
- I have been charged Customs / VAT.
Some countries might charge Import Duty or local VAT on your purchase. Unfortunately, we have no control over these charges or the costs applicable as these vary from country to country. We recommend you contact your local customs office to find out more about any possible charges you may be required to pay.
This is something that could be expected for orders to outside of the EU.
- What happens if I reject my delivery because of customs?
We reserve the right to recover our costs of delivery and returns for orders rejected due to customs charges.
For more information please read the Terms & Conditions or get in touch at firstname.lastname@example.org