Frequently Asked Questions

Do I need an account to place an order?

No, you don’t need to create an account to place an order. You can place an order as a guest, once the order is complete, an order confirmation email will be sent to your email address. Creating an account is easy and you can do it within a couple of minutes. After creating the account, you can track all your orders in a centralized location.

How can I get free shipping?

We usually offer free shipping on all orders for different countries. For more information, please visit our delivery page.

Can I get a tracking number?

Yes, we offer tracking numbers for all orders. You can expect to receive a tracking number for your order within two business days.

I’m not happy with the product. Can I return it?

Yes, you can return your product. However, you will have to do it within 14 days upon reception. All the products returned should be in their original condition and unopened. As soon as the returned product arrives at our warehouse, we will review it and proceed issuing you a refund to your bank account, in case of returning an item, you will be responsible for the shipping cost. Please click here for more information.

What should I do if my product stops working during the warranty period?

We offer an exclusive warranty for all the products sold through the store.

If your product stops working during the warranty period, you can claim for warranty.

The warranty period is two years from the invoice date.

In the case of cosmetic products, perfumery, etc., in order to claim them, they must be returned with a minimum of 75% of the content.

Once the product arrives at our warehouse, it will be reviewed by the Operations Department and by specially qualified personnel to control the product quality.

In case of receiving a product with less than 75% of its content, or a product that is really in bad condition, the claim cannot be accepted.

In the event of receiving an electronic product, which shows signs of tampering, the claim cannot be accepted.

If such a claim is approved by our Operations Department, we will issue a refund back to your bank account.

The warranty does not cover misuse or improper storage of the product.

My product arrived damaged. What should I do?

You will have to return it back to us within 72 hours of receipt.

If you notice any damage on the package, you should reject the delivery. Instead, simply return it back.

In order to claim a refund in such a situation, you should provide us the following information:

  1. Photograph of the box received (several, if the package shows signs of tampering, showing possible damage during transport);
  2. Photograph of the carrier's label (attached to the outside of the box);
  3. Photograph of the product, where the damage is.

Once the necessary photographs have been received, the Operations Department will inform you about the solution for your case.

If our Operations Department decides to collect the damaged product, we will send you return labels.

Refund will be credit to your bank account once the item has been received and reviewed. A new item or exchange item can also be arranged depending on our stock status and your wishes.

I received the wrong product. What can I do?

If you have received a wrong item, you will need to inform our customer support within 72h after you received your package.

To start the process, we will previously need the following photographs:

  1. Photograph of the front of the product in its original packaging
  2. Photograph of the barcode (EAN) of the product

If a wrong product is caused by different packaging (for example, different package, colors, labeling) which is due to the fact that the brand manufacturer has updated its newest packaging version but we still have the older packaging in stock, in situation like this, the product is not different. Such a change is out of our control; therefore, we will not accept claims under this circumstance.

In order to proceed with the return of an item, it must be in perfect condition, unopened and without having been tampered with.

Once the necessary photographs have been received, the Operations Department will inform you about the solution for your case.

If our Operations Department decides to collect the wrong product, we will send you return labels. Refund will be credit to your bank account once the item has been received and reviewed. A new item or exchange item can also be arranged depending on our stock status and your wishes.