Question 1

How long does shipping to Europe take?

Accepted Answer

We offer two shipping options: Fast EU Delivery (5-8 business days) and Standard Shipping (7-14 business days). International orders outside the EU typically arrive within 12-20 business days. Shipping times are calculated from the date your order is dispatched, not the date of purchase.

Question 2

What are your shipping costs?

Accepted Answer

Shipping is FREE on all orders over €50. For orders under €50, standard shipping costs €5.99 within the EU, and €12.99 for international destinations. Fast EU delivery is available for €9.99. You can see the exact shipping cost during checkout before you pay.

Question 3

Does free shipping apply worldwide?

Accepted Answer

Free shipping over €50 applies to EU countries only. Orders shipped outside the EU are not eligible for free shipping, but you can choose between Standard (€12.99) or Express (€19.99) international shipping options.

Question 4

How do I track my order?

Accepted Answer

You can track your order anytime by visiting our Track Order page at /track-order. Enter your order number and email address to see real-time updates on your shipment status, including carrier information and estimated delivery date.

Question 5

My order is delayed. What should I do?

Accepted Answer

If your order is delayed beyond the estimated delivery date, please contact our support team immediately at /contact with your order number. We will investigate with the carrier and help resolve the issue. If a package is lost, we will either reship it at no cost or provide a full refund.

Question 6

How long do I have to return an item?

Accepted Answer

You have 30 days from the date you receive your order to initiate a return. Items must be in their original condition, unworn, unused, and with all original tags and packaging intact. Items returned after 30 days cannot be accepted.

Question 7

How do I start a return?

Accepted Answer

Contact our support team at /contact with your order number and the reason for return. We will provide you with a prepaid return shipping label. Once we receive and inspect your return, we will issue a refund to your original payment method within 5-7 business days.

Question 8

Who pays for return shipping?

Accepted Answer

If the item is defective or we made an error, return shipping is completely free. For standard returns (change of mind), we provide a prepaid return label so you do not pay anything out of pocket. Return postage is covered.

Question 9

When will I receive my refund?

Accepted Answer

After we receive your return, we inspect it and process the refund within 5-7 business days. The refund is issued to your original payment method. Please allow 3-5 additional business days for the credit to appear on your account depending on your bank.

Question 10

Can I return just one item from my order?

Accepted Answer

Yes, absolutely. You can return individual items from your order. Return shipping costs are covered for defective items, and we provide prepaid labels for standard returns. Just let us know which items you want to return when you contact support.

Question 11

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express) processed securely through Stripe. This is currently our only payment method. All transactions are encrypted and PCI-DSS compliant for your security.

Question 12

Is it safe to pay with my card?

Accepted Answer

Yes, completely safe. All payments are processed through Stripe, a trusted global payment processor. Your card details are never stored on our servers — Stripe handles all encryption and security. We use industry-standard SSL encryption for all transactions.

Question 13

My payment was declined. What should I do?

Accepted Answer

If your payment was declined, try the following: Ensure your card details (number, expiry, CVV) are correct. Check that you have sufficient funds. Try a different payment method if available. Contact your bank to ensure there are no fraud blocks. If problems persist, contact our support team at /contact.

Question 14

How do I know my payment went through?

Accepted Answer

You will receive an order confirmation email immediately after a successful payment. The email contains your order number, itemized receipt, and shipping details. You can also track your order anytime at /track-order using your order number.

Question 15

I was charged twice. How do I get a refund?

Accepted Answer

Duplicate charges are rare but can happen due to technical issues. If you notice a duplicate charge, contact us immediately at /contact with your order numbers. We will investigate with Stripe and process a refund for any erroneous charges within 1-2 business days.

Question 16

Are all products authentic?

Accepted Answer

Yes, 100% of our products are authentic and sourced directly from authorized distributors. We work exclusively with verified suppliers. Every product is checked for quality before being added to our catalog. If you ever receive a counterfeit item, we will issue an immediate refund and provide a free replacement.

Question 17

Do your products come with a warranty?

Accepted Answer

Product warranties vary by manufacturer. Most electronics and appliances come with the manufacturer's standard warranty (typically 1-2 years). Check the product description for warranty details. We also offer a 30-day money-back guarantee on all purchases regardless of warranty.

Question 18

How do I know if a product is in stock?

Accepted Answer

Our website updates in real-time to reflect current stock levels. If a product shows as "In Stock" on the product page, we have it in our warehouse and can ship it immediately. If a product is out of stock, you can join the waitlist to be notified when it's back in stock.

Question 19

What if the product I received doesn't match the description?

Accepted Answer

If you receive a product that doesn't match our description or the photo, contact us immediately at /contact. We will accept the return and provide a full refund or send the correct item at no cost. We apologize for any discrepancies and want to make it right.

Question 20

Can I order in bulk?

Accepted Answer

Yes! For wholesale or bulk orders (10+ items), please contact our team at /contact to discuss pricing and availability. We offer special bulk discounts and can often arrange faster shipping for larger orders.

Question 21

Do I need to create an account to place an order?

Accepted Answer

No, you can place an order as a guest without creating an account. However, creating an account allows you to track your orders, save your addresses, and view your order history. You can create an account during checkout or anytime from your profile page.

Question 22

I forgot my password. How do I reset it?

Accepted Answer

Go to the login page and click "Forgot Password?" Enter your email address and we'll send you a link to reset your password. The link expires after 24 hours for security. If you don't see the email, check your spam folder.

Question 23

Can I unsubscribe from emails?

Accepted Answer

Absolutely. You can manage your email preferences in your account settings or click "Unsubscribe" at the bottom of any marketing email we send. You will continue to receive important order and account notifications even after unsubscribing from marketing emails.

Question 24

How do I contact customer support?

Accepted Answer

Visit our Contact page at /contact to reach our support team. You can submit your question and we will respond within 24 hours on weekdays. Our team is available 7 days a week to help with any questions or concerns.

Question 25

How long does it take to get a response?

Accepted Answer

We aim to respond to all support inquiries within 24 hours during business hours. Priority issues (order problems, missing items) are addressed immediately. If you need urgent help, please mark your message as urgent when contacting support.

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