payment
Which payment methods are accepted?
We accept various payment methods, including credit cards, PayPal, SEPA transfers, and cryptocurrencies. You can view the available payment options on the payment page.
Why was my payment rejected?
Payments can be declined for various reasons, such as incorrect credit card information, insufficient funds, or issues with the payment provider. Please ensure your payment information is correct or contact your payment provider to resolve the problem.
How do I receive an invoice?
You can request an invoice when making your payment, which we will send to you by email.
Do you offer the option of "cash on delivery"?
We do not offer cash payment upon delivery. Please use online payment methods when placing your order.
Can I enter a discount code or gift card?
Yes, if you have a discount code or gift card, you can enter the relevant information on the payment page to receive discounts.
Is the payment secure?
We take a variety of measures to ensure payment security, including encryption technology and PCI-compliant payment processing.
How do I receive an order confirmation after payment?
Immediately after successful payment, you will receive an order confirmation via email with detailed information about the order.
How can I request a refund?
If you would like a refund, please contact our customer service and provide your order details. We will assist you in processing your refund request in accordance with our refund policy.
How can I view my order history after making a payment?
Log in to your account and go to the "My Account" page. In the "Order History" section, you can view payment information and the status of past orders.
Shipment
What are the shipping conditions?
Countries to which we can ship using the DDP method (Delivered Duty Paid) – you do not need to clear customs and you will not incur any customs duties.
USA – UPS Express (excluding Alaska and Hawaii)
UK – Local DPD Express
Europe – UPS Express / DPD Express / DHL Express
Country list for the DDP-Europe method: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.
Shipments to European countries, with the exception of the United Kingdom, are cleared through customs in Germany and then forwarded from Germany to the other European countries.
UAE (Dubai only)
South Africa
Vietnam
West Malaysia (excluding Kalimantan Island)
Shipping times for certain countries:
COUNTRY SHIPPING METHOD SHIPPING TIME
USA local UPS Ground 10-15 days
UNITED KINGDOM Local DPD Express 7–12 days
Germany UPS/DPD/DHL Germany 8–13 days
France UPS/DPD/DHL Germany 8–13 days
Belgium UPS/DPD/DHL Germany 8–13 days
Luxembourg UPS/DPD/DHL Germany 8–13 days
Netherlands UPS/DPD/DHL Germany 8–13 days
Czech Republic UPS/DPD/DHL Germany 8–13 days
Poland UPS/DPD/DHL Germany 8–13 days
Croatia UPS/DPD/DHL Germany 8–13 days
Slovakia UPS/DPD/DHL Germany 8–13 days
Slovenia UPS/DPD/DHL Germany 8–13 days
Finland UPS/DPD/DHL Germany 8–13 days
Denmark UPS/DPD/DHL Germany 8–13 days
Sweden UPS/DPD/DHL Germany 8–13 days
Austria UPS/DPD/DHL Germany 8–13 days
Italy UPS/DPD/DHL Germany 8–13 days
Hungary UPS/DPD/DHL Germany 8–13 days
Lithuania UPS/DPD/DHL Germany 8–13 days
Estonia UPS/DPD/DHL Germany 8–13 days
Latvia UPS/DPD/DHL Germany 8–13 days
Greece UPS/DPD/DHL Germany 8–13 days
Ireland UPS/DPD/DHL Germany 8–13 days
Portugal UPS/DPD/DHL Germany 8–13 days
Spain UPS/DPD/DHL Germany 8–13 days
UAE (Dubai) Special Line Dubai 12-18 days
South Africa Special Line South Africa 15–25 days
Vietnam Special Line Vietnam 3–5 days
West Malaysia Special Line Malaysia 4–8 days
Other countries
For all countries not listed above, you are responsible for customs clearance and paying any applicable duties and fees. The tax payable will be determined by the local customs authorities upon arrival at customs.
Your customs authorities may also ask you to provide a business license or operating permit (if applicable).
How are the shipping costs calculated?
Shipping costs are generally calculated based on the weight of the items, the shipping destination, and the chosen shipping method. You can view the shipping costs during the ordering process.
What should I do if my package is lost or delayed?
If your package is lost or significantly delayed, please contact our customer service. We will investigate the situation and help you resolve the issue.
How can I track my order?
You can track your order by logging into your account and accessing the "Order History" section. We will also send you shipment tracking information via email.
Do I have to pay customs duties?
Not currently required, except in Canada and Denmark.
What is the expected delivery time?
Depending on the product, storage time is 1 to 5 days and shipping time is 7 to 15 days.
Security
How is the website's security ensured?
We employ multiple layers of security measures to protect your data and transactions, including data encryption, firewalls, and regular security audits.
How is my personal data protected?
We strictly adhere to our privacy policy and will not sell or share your personal data. Your data will be used exclusively for processing orders and providing customer support.
Is the payment information secure?
We use a secure, PCI-compliant payment processing system to ensure the security of your payment data.
How do you create a secure password?
To create a secure password, you should use a combination of letters, numbers, and special characters, and avoid easily guessed information such as birthdates. Changing your password regularly is also a way to increase security.
How can I verify the authenticity of the website?
Check if the website's URL matches that of the official website. Also, check the SSL certificate, which should indicate that the website is secure.
How do I report suspicious activity?
If you notice any suspicious activity or security issues, please contact our customer service immediately. We will investigate the incident and take the necessary action.
Are there measures in place to prevent phishing?
Yes, we have implemented anti-phishing measures to prevent fraudulent activity on websites and in malicious emails.
Returns
I would like to change the items I ordered. What do I need to do?
You can change your order until 11:00 PM (PDT -7 GMT) on the day of ordering. Please contact us at [email protected] to request changes.
How can I return a product?
We have a 15-day return policy, which allows you to request a return within 15 days of receiving your item. To be eligible for a return, your item must be in the same condition as when you received it: unworn and unused, with tags attached and in its original packaging. You will also need your receipt or proof of purchase.
To initiate a return, please contact us at [email protected]. If your return is accepted, we will send you a return label and instructions on how and where to send your package. Items returned without a prior return request will not be accepted. For any return-related questions, please contact [email protected].
