1. How can I check the status of my order?
When your order ships, we will send you a shipping notification email with tracking information.
To track your parcel, please allow about 24 hours after the receipt of the email for the shipping carrier to update your shipment information.
If you have not received your order by the end of the delivery window that we estimated during checkout, please contact us at firstname.lastname@example.org.
2. I did not receive a confirmation email after placing an order. What went wrong?
If you did not receive a confirmation email after placing an order, it is most likely because an incorrect email address was entered during checkout.
Please contact us our customer service team to request a status update on your order.
Kindly send us an email at email@example.com with your name and phone number, as well as the items that you purchased, so that we can search your order.
Also, please check your Spam or Junk mail folder, and ensure that "firstname.lastname@example.org" is also added to your address book.
3. I haven’t received my order.
Although we try our best to deliver your order during the estimated delivery window, delivery dates are not guaranteed.
If you are ordering items that will be shipping from another country, your items may be subject to customs clearance procedures, which can cause delays outside of our control.
Additionally, strikes, bad weather conditions, and other reasons can cause delays outside of our control.
If you cannot track your parcel using the tracking link provided in the shipment notification email and the estimated delivery time has passed,
or if the tracking link or information states that the parcel was delivered but you haven’t received it, please contact us at email@example.com.
And we will promptly initiate an investigation on your behalf.
4. What should I do if I receive the different/wrong product?
If you received a wrong item, an item with the wrong color or size, or an item that was damaged upon arrival, please contact us immediately at firstname.lastname@example.org, and we will arrange a return of the wrong or damaged item at no charge to you.
If the originally ordered item is out of stock and cannot be shipped, we will refund the amount paid for the originally ordered item, inclusive of any shipping charges you may have paid.
For us to do, kindly send us photos of the items you received and the packing slip in the box, and we'll assist with getting the right products to you.
5. What should I do if item is missing from my order?
Please check the shipment notification email as we may ship an order in multiple shipments depending on item availability and locations of fulfillment centers.
If an item appears on the shipment notification email but was not in the parcel when delivered, please contact us immediately email@example.com.
6. How can I cancel my order?
Please reach out to us at firstname.lastname@example.org with your order number, and our customer service team will help you.
Please reach out as quickly as possible so that we cancel your order in time but due to time differences, we cannot guarantee customer service will receive your request before the order ships.
Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment.
7. Can I cancel my order or an item from my order?
After you have placed your order, we promptly start to process your order and we are not able to interfere with this process before your order is dispatched and your card is charged.