Popular Questions

High order volumes, especially during sales and seasonal promotions, can affect how quickly orders are prepared and delivered. Our fulfillment teams work to process purchases as promptly as possible, but busy periods may lead to temporary delays. Popular products can also sell out sooner than expected. If an item is unavailable, please check the product page again over the next few days, as stock may be replenished.
After your order leaves our facility, we will send an email containing tracking details and a link to the carrier’s website. Tracking information may not appear immediately. Carriers sometimes need up to 48 hours to register a parcel in their systems, and updates may take longer during particularly busy periods. Once tracking becomes available, you can use the supplied link to follow the parcel’s progress. For more detailed delivery information after the carrier has received your package, contact the carrier directly.
Orders are transferred to our packing process soon after purchase, so we are generally unable to change or cancel them once checkout is complete. If you notice an error in your delivery address, such as a missing apartment number or an incorrect street detail, contact customer support as soon as possible. We will try to make a correction before the parcel is handed to the carrier, but changes cannot be guaranteed. After an order has been processed, billing details and account information may no longer be editable for that transaction.
If you entered an incorrect email address, you may not receive the usual order or dispatch messages. Contact our support team with the information you have available. We may be able to locate the purchase and provide important order details through another channel.
For payment security, the billing address and telephone number submitted at checkout should match the information held by your card issuer. If a payment is declined, first check that all details were entered correctly. If the information is accurate and the payment still does not go through, your bank or card provider may be able to explain the issue. Customers using digital payment services may occasionally see small differences caused by currency conversion or payment processing. We work with our payment partners to address these matters, but displayed amounts can depend on the provider and the transaction.
If a parcel arrives without a clear shipping label, contact customer support and provide the invoice or order information included inside the package. These details can help us identify the purchase and review the delivery.
Store pickup may be temporarily unavailable during the holiday period. In particular, pickup operations pause from midday on December 24 until the morning of December 27. Some coastal stores may follow adjusted schedules, so please check directly with your chosen location before planning a collection.
If you would like to return a product, contact customer support before sending it back. Our representatives can explain the return requirements, help confirm whether the item is eligible, and provide instructions for obtaining return authorization. Following the correct process helps ensure that your return can be identified and reviewed. Refund timing may depend on the payment method and the time required for the return to be received and processed.
We appreciate your patience when circumstances affect delivery or availability. For help with a specific order, include your order reference and a brief description of the issue when contacting us. The more relevant information you provide, the easier it is for our team to investigate and guide you toward the appropriate next step.