FAQ

GENERAL

WHERE ARE YOU BASED?

We are an online e-commerce registered in Wilmington, Delaware, USA. Daily operations are performed from Switzerland.

HOW LONG DOES IT TAKE TO GET A RESPONSE FROM YOU?

Customer satisfaction is the most important factor for us. We will do our best to answer you on the same day that you send your email, and no longer than 24 hours.

CAN I FIND YOU ON SOCIAL MEDIA?

You can find us on Facebook and Instagram.

HOW DO I RECEIVE THE LATEST INFORMATION ABOUT NEW PRODUCTS?

Sign up for our newsletter and get latest updates and deals directly to your mailbox.

HOW TO UNSUBSCRIBE FROM YOUR MAILING LIST?

Every email you receive from us contains an unsubscribe link. Simply click it and you're unsubscribed.

SHIPPING

HOW LONG DOES FREE SHIPPING TAKE TO BE DELIVERED?

We offer free standard shipping with tracking information. It usually takes between 5-8 business days to deliver your order. Expedited shipping will be introduced later this year.

HOW CAN I TRACK MY ORDER?

You can log into your account and check the latest status on your order page. If you don't have an account, create one by clicking here.

CAN I COLLECT MY ITEM IN STORE?

Unfortunately, no. All orders purchased online are delivered to your home or work address. In case you need shipping to another place we can, of course, be of help. You can send us a message.

WHERE DO YOU SHIP FROM?

Products are shipped from our fulfillment centers in USA and UK as per our shipping policy.

HOW LONG DOES IT TAKE TO DELIVER?

The time frame for order delivery is divided into two parts:

Processing time: Order verification, tailoring, quality check and packaging. Orders are processed within 1 business day.

Shipping time: This refers to the time it takes for items to be shipped from our fulfillment center to the destination. Standard free shipping usually takes between 5-8 business days from our fulfillment center to your door but can take longer from time to time.

PAYMENTS

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept all major credit cards such as VISA, MasterCard etc. Additionally, we accept Apple Pay, Google Pay and PayPal.

WHICH CURRENCY WILL BE USED FOR THE PAYMENT?

All orders are charged in US Dollars (USD) at the time of the checkout.

WHEN WILL MY PURCHASE BE CHARGED?

The moment you place an order with us, we place an authorization on the form of payment you used and the funds are temporarily reserved for your purchase, but you are not actually charged. When the order has been dispatched, we will charge the funds from your account. Orders placed with Pay Pal are charged immediately when the order is placed.

WHY WAS MY CREDIT/DEBIT CARD DECLINED?

If your order was declined during the checkout, this could often be due to your bank. Please contact your bank or card-issuing company for more information. If you have any additional questions, please contact us.

ORDERS

DO I NEED AN ACCOUNT TO ORDER?

You don’t have to set up an account to order online, but we do recommend that you do. If you register an account, you can track your order and save information which will make it faster to check out next time you order.

HOW DO I CHANGE OR CANCEL MY ORDER?

In case you want to change or cancel you order, please let us know as soon as possible by sending us a message.

An order can only be cancelled if it hasn't been shipped from our warehouse. If you want to cancel the order after it has been sent and is in transit, you must wait for it to be delivered and then return it.

I'VE SPECIFIED AN INCORRECT SHIPPING ADDRESS, HOW CAN I CHANGE IT?

Please contact us so we can help you change your shipping address. Please note that the address can only be altered before the order has been shipped.

I'D LIKE TO CANCEL MY ORDER, HOW DO I DO IT?

Contact us as soon as possible. An order can only be cancelled if it hasn't been shipped from our warehouse. If you want to cancel the order after it has been sent and is in transit, you must wait for it to be delivered and then return it.

WHEN WILL I GET MY REFUND?

When we have received and processed your return, you will get an email notification. Depending on your bank, it normally it takes 2-3 business days before you can see the refund back on your account.