Frequently Asked Questions
How to search products?
Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.
How are shipping costs calculated?
What shipping costs? We offer complimentary shipping worldwide for our customers. For more details on how shipping works, please contact us directly.
What is Buyer Protection?
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.
You are protected when:
- The item you ordered did not arrive within the time promised by the seller.
- The item you received was not as described.
- The item you received that was assured to be genuine was fake.
Do you have a returns policy?
✔︎ Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy.
We offer free returns for 30 days from date of delivery/receiving of order. However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
- Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
- Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
- Item(s) must be in the original packaging, which must be in original condition. This includes attached swing tag, bow, shoe boxes and jewellery packaging.
You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- you do not receive them within the guaranteed time (45 days not including 1-5 day processing)
- you receive the wrong item
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
Most of our items are eligible for our 30-day refund policy. If your product is faulty or damaged, you can email us with photographic proof & request a refund.
Please email: [email protected] with your refund claim.
* To complete your return, we require a receipt or proof of purchase.
* To be eligible, the item must be faulty or damaged. We do not accept refunds if you change your mind. Please provide photographic proof that the product is faulty or damaged.
* Sale items are not eligible for refunds. If an item is discounted, it can not be refunded.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
We will notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [insert email here].
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
