Question 1

How do I track the status of my order?

Accepted Answer

Once your order has been shipped, you will receive a confirmation email containing the shipment details and a tracking number so that the shipping progress of your order can be tracked.

Question 2

My tracking number does not work or does not exist. How can I track my order?

Accepted Answer

If your tracking number does not appear to be active right away, there is no cause for concern.
Sometimes it can take up to 24 hours for tracking details to be fully transferred from the courier to our system.

During this period, your order information may be incomplete, or the tracking number may temporarily show as unavailable.

We kindly recommend checking the tracking information again after 24 hours. Once updated, all details will be provided directly by the courier

Question 3

How long does a package take to be shipped after an order is placed?

Accepted Answer

We make every effort to send your order promptly, usually within two business days.

Delivery timeframes are provided as a guideline and may vary. Please note that delays can occasionally occur due to customs processes in the destination country.

Once your order is on its way, you’ll receive a confirmation email with a tracking number so you can follow its journey to you.

Question 4

Do you ship to my country?

Accepted Answer

We ship to many destinations worldwide and offer a range of delivery options to suit your location.

You can check whether we deliver to your country in the table below, where you’ll also find estimated delivery times by destination.

Delivery times are estimates and may vary depending on customs clearance in the destination country.
All orders are shipped via DHL

If your country is not listed above, please contact us for confirmation.

Question 5

How much does shipping cost and how long does it take?

Accepted Answer

We are pleased to offer complimentary standard shipping on all orders.

Should you prefer express delivery, we will be delighted to arrange it personally for you. Express shipping costs vary depending on the destination. Kindly contact us for tailored options and priority handling.

Estimated delivery times and destination details may be viewed here: 
DO YOU SHIP TO MY COUNTRY?

Please note that delivery timeframes are provided as a guide only. We are not responsible for delays caused by credit card authorisation processes or circumstances beyond our control that may affect the shipping date.

Question 6

Do I have to pay taxes and duties?

Accepted Answer

Please note that any import duties, customs charges, and local taxes applicable in the destination country are the responsibility of the recipient.

These charges are determined by local authorities and must be settled in order for the shipment to be released from customs.

As regulations and fees vary by country, we are unable to estimate the exact amount in advance. We kindly recommend verifying potential charges with your local customs office prior to placing your order.

Standard shipping costs are already included in your purchase. Should any duties or taxes apply, the courier service may issue a separate invoice for settlement upon arrival.

Question 7

Can I schedule the delivery date and time?

Accepted Answer

Kindly note that it is not possible to schedule a specific delivery time or arrange individual appointments with the courier service.

Deliveries are made Monday through Friday during standard business hours.

Please also be aware that shipments are not delivered on public holidays or on the business day preceding a public holiday.

Question 8

Missing items

Accepted Answer

If your order has been delivered and you believe that an item is missing, we kindly invite you to contact us using the button below so that we may assist you promptly.

To initiate a formal investigation with the courier service, we will require the following:

• Clear photographs of the parcel (including multiple angles, if possible)
• Photographs of the contents received
• Details of the delivery method
• Information regarding the condition of the parcel at the time of delivery

We kindly ask that you retain all received materials, including the outer packaging and shipping box, until the investigation has been fully concluded.

Our team will guide you through each step with care and attention.

SHIPPING AND DELIVERY