Shipping, Orders & Payments
I have entered an incorrect address!
if you have misspelled or auto-filled your address incorrectly, simply reply to our order confirmation email and give us the correct information. Notify us immediately via email at email@example.com, we can correct this within 12 hours.
How long are your shipping times ?
We take 24h-48h to process your order and 5-20 business days to deliver it to you depending on the country of destination.
Expect the following shipping delays:
UK Standard Shipping: 5-12 business days (FREE over £30)
Worldwide Standard shipping: 5-20 business days (calculated at checkout)
Notice: There are certain delays on all carriers due to the global pandemic of COVID-19. However, we are working around the clock with our shipping partners to ensure that your order reaches you as soon as possible.
There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.
Do you ship worldwide ?
For the moment, we only ship to the United Kingdom.
Where do you ship from ?
Our offices are located in Echallens, Switzerland. Our international warehouses are located in Yiwu, China.
Can I cancel my order ?
In order to speed up shipping time and avoid delays, we prepare and process directly after you placed your order. Therefore, if you want to cancel your order, you must tell us immediately within 12 hours after you placed it. If this time has passed, please email firstname.lastname@example.org. We will provide you detailed information for post 24h cancellation process. All you need to do is send us an email with the subject line "CANCEL".
Will I receive tracking information ?
We provide tracking information for every order. Tracking will be available once your product is shipped. You will receive shipping notifications directly to your email box along with your tracking number. To track your order now, go here!
Please allow 1-3 days for your tracking information to appear.
Some items are missing from my order, what's going on ?
Our products are shipped separately according to your order. For example, if your order contains items from two different warehouses, there will be two deliveries. The rest of the order will most likely arrive shortly.
My items arrived damaged
We do ship every item with extra padding. Despite this, our customers report that around 1 in 1'000 products arrives damaged due to mail service mistreatment. If this happens to you, please contact us with:
- Your order number
- A picture of the damaged product.
Once received, we'll be happy to send out another free of charge.
I still haven't receive my order yet, I want a refund!
If you want a refund due to a too long delivery time, please wait until you receive the package and then return it back to us. As long as the package is in transit, a refund is not applicable unless the parcel is lost along the way.
If you think there is a problem with your order, please contact us at email@example.com
Do you have a refund policy ?
We do our best to resolve any problems that our customers may encounter with their orders. If you still wish to receive a refund on your order, we can of course complete it, in the event that the recourse is made within 12 hours after order placement OR within 30 days of the date of delivery and the product(s) concerned are not sold out. For more information, please read more about our refund policy that you can find in our footer.
I have a question that wasn't answered, can you please help ?
If we still haven't managed to answer your question please feel free to contact us at firstname.lastname@example.org and we will do our best to reply within 24 hours.