FAQ

Navigating a new store can bring up questions. We've gathered the answers to the most common ones right here, so you can shop with confidence.

Getting Started & Account Basics

You’re welcome to browse and buy as a guest—no account is necessary to complete a purchase. That said, creating one unlocks a few conveniences worth considering: a quicker checkout flow, the ability to easily check your order status and review past purchases, and receiving updates about new releases and special promotions. If you ever forget your login details, the “Lost password?” link on the login page will walk you through resetting it. Should you accidentally enter an incorrect email address during checkout, reach out to us right away. We can update your email, name, and address on file, though the order itself cannot be modified.

Payment, Security & Pricing

Every transaction on our site is processed in US Dollars. When your card is based in another currency, the final amount is calculated using the daily exchange rate applied by your card issuer on the day they handle the transaction. We accept VISA, Mastercard, AMEX, and PayPal. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery. Your payment details are protected: the checkout process takes place on an SSL-encrypted page, and your information is sent directly to our credit card provider’s network for authorization. We never store your credit card information on our own servers.

Managing Your Order

We reserve the right to accept or decline any order, or any part of it, at any point after it’s placed—even after you’ve received an order confirmation or your card has been authorized. If we cancel an order under those circumstances, a credit is issued back to your original payment method. When you initiate a cancellation, however, a fee of 30% of the total price applies to any order canceled after it has been placed, regardless of how quickly you act, because our payment processor charges us for cancellations. Once an order has been packed or shipped, it can no longer be canceled. For your shipping address, all information must be entered using the English input method, including punctuation. If your address contains non-English letters, please substitute the closest English equivalent—for instance, replacing “?” with “c.” After an order is processed or shipped, the shipping address cannot be changed. We recommend using a residential address rather than a vacation address, since we can’t predict how long a package might be held by local customs.

Shipping & Delivery Details

Orders are processed and shipped from our warehouse, and you should allow extra handling time during holidays and sale seasons. The delivery timeline depends on the shipping option you select at checkout. For a full breakdown of available methods, our Shipping page has all the details. Once your package is on its way, tracking information is sent to you by email the following day, as it typically becomes available 24 hours after shipment. We’re not responsible for delays that occur once the package is in the hands of your country’s customs department.

Customs, Taxes & Fees

The prices you see on our site are tax-free in US Dollars. When your order reaches its destination, you may be responsible for import taxes, duties, and customs fees, which are set by your local customs office. These charges are not covered by us, and we cannot account for customs-related delays. For more information on potential fees, contacting your local customs office directly is the best route. Free shipping is available on orders that meet the minimum purchase threshold, though it excludes discounted, sale, and oversized or overweight items. Eligible orders are shipped via economy service.

Problem Resolution: Returns, Missing & Damaged Items

If you need to return an item, you have 30 days from the date you receive your order to make the request. When you contact us, include your order number and the reason for the return. Our team will review your request and, if approved, provide the next steps. All returned items must be in their original condition with the packaging intact. For a list of final sale items, please see our Returns Policy. Return shipping costs and any other associated fees are your responsibility. If your order arrives with something incorrect, missing, or defective, you must notify us within 7 days of receiving it. When you do, please include your order number, photographs of the item, and all relevant references from the package. We’ll work to resolve the issue as quickly as possible. If something is simply missing from your order, contact us immediately.

Refunds & Timelines

Once we receive your return, processing can take up to 14 business days. We’ll send you an email confirmation when it’s complete. Refunds go back to the original payment method. For credit or debit card payments, the refund is sent to your card-issuing bank within 7-10 business days of us receiving the returned item or your cancellation request. The time it takes for the credit to appear on your statement depends on your bank, so contacting them directly is the best way to check on its status.

For the full fine print on any topic, our dedicated policy pages have you covered. If your situation is unique, don’t hesitate to reach out—we’re here to help.