Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Orders placed before 14:00 CET on weekdays are dispatched the same day. Orders placed after 14:00 CET or during weekends are dispatched on the next working day.
Delivery times vary depending on your location within the EU and the items ordered. Most standard deliveries within the EU arrive within 3–7 working days, although delivery to remote areas may take longer.
We partner with reliable couriers to ensure timely delivery and provide tracking information as soon as your order is dispatched. Please be aware that during holiday periods or sales events, deliveries may be slightly delayed.
For a detailed breakdown of delivery times, exceptions, and other shipping-related information, please refer to our Shipping Policy and FAQ page.
If your order does not arrive within the expected time frame, please contact us, and we’ll be happy to investigate and resolve the issue promptly.
Setting up an account is quick and easy—it only takes a minute. Simply click “My Account” in the top right-hand corner of our homepage. You’ll be prompted to enter your name, email address, and a secure password.
Once registered, you’ll be able to:
View your order history
Save and manage delivery addresses
Track your orders in real time
We recommend creating an account before placing an order, but you can also register afterwards and link your previous purchases.
For more information on account setup, data privacy, and user responsibilities, please refer to our Terms and Conditions and FAQ page.
If your order has not yet been dispatched, you may update your shipping address through your account dashboard. To do so, simply log in to your account, navigate to the “Addresses” section, and make the necessary changes.
Please note that once an order has been processed or dispatched, address changes can no longer be made through your account. In such cases, we encourage you to contact our customer support team as soon as possible. We will do our utmost to assist you.
To help prevent any delays or delivery issues, we recommend reviewing all shipping details carefully before confirming your order.
Once your order has been processed and dispatched, you will receive an email containing a tracking number along with a link to the courier’s tracking portal.
You may also monitor the status of your order at any time by logging into your account and visiting the “My Orders” section.
Please allow up to 24 hours after dispatch for tracking information to become available. If you do not receive tracking details within a reasonable timeframe, we recommend contacting our customer support team so we can investigate the matter further.
All payment transactions are securely processed via PCI-compliant third-party payment gateways. Although you may choose to save your payment method on your device for convenience, please be assured that this information is neither stored nor accessible by our team.
For detailed information about our payment security measures and data protection practices, we encourage you to consult our Terms and Conditions page, which comprehensively outlines our commitment to customer safety and financial privacy.
Sales tax (VAT) is applied to all orders shipped within the European Union and is included in the final price displayed at checkout. You will not incur any additional duties or taxes upon delivery within the EU.
For orders originating outside the EU, local customs duties and import taxes may apply. These charges are the responsibility of the buyer.
For more detailed information on VAT calculations and any applicable fees in your region, please refer to the policy pages linked in the footer of our website.
We currently provide shipping services to all countries within the European Union, as well as to selected countries outside the EU, with plans to extend delivery to additional neighbouring regions.
Please consult our Shipping Policy to verify whether your country is eligible for delivery. Should your country not appear as an option during checkout, kindly contact our customer support team for assistance.
We remain committed to expanding our delivery network and welcome any suggestions regarding potential new destinations.
Whenever possible, we endeavour to dispatch all items from your order in a single package to minimise waste and streamline delivery. However, due to stock availability or the location of items in different warehouses, your order may be shipped in multiple parcels.
In such instances, we will provide tracking information for each shipment to ensure you can monitor all deliveries accurately. Please be assured that no additional charges will apply for split shipments.
If you need to swap an item
Returns and Exchanges
We understand that occasionally an item may not fit as expected, and we are happy to assist with exchanges where possible.
If you wish to exchange an item for a different size, model, or variant, please ensure the original item is unused, returned in its original packaging, and within the timeframe specified in our Returns Policy.
Exchanges are conditioned to stock availability. We strongly recommend contacting our customer support team prior to returning any items so that we may guide you through the process.
Please note that customers are responsible for return shipping costs unless the exchange is due to an error on our part.
For further details on exchange eligibility, timeframes, and return instructions, please refer to our Returns Policy.
We want you to be completely satisfied with your purchase. If, for any reason, you are not, you may return eligible items within 14 days of delivery in accordance with EU consumer protection laws.
Returned products must be unused and in their original condition and packaging. Upon receipt and inspection of your return, we will process a refund or exchange as requested.
Please note that certain items, such as custom orders or perishable products, are non-returnable.
To initiate a return, kindly contact our customer support team, who will provide you with the necessary instructions and return address.
For comprehensive details on return timeframes, eligible items, refund processing, and any applicable deductions, please refer to the policy pages linked in the footer of our website.
While we take great care in packaging our products, external factors beyond our control may occasionally cause damage during transit.
If you receive a damaged item, please contact our customer support team as soon as possible, providing your order number along with clear photos of the damage and packaging. This information will assist us in assessing the situation and arranging a replacement or refund.
Damage must be reported within 48 hours of receipt of your parcel. In some cases, we may request the return of the damaged item before issuing a replacement.
For full details on this process, please refer to the policy pages linked in the footer.
All shipments include a return label inside the package, containing all the necessary information to facilitate the return process.
If you require any assistance, please do not hesitate to contact our customer support team.
Need More Help?
Email: [email protected] (response within 24 hrs).
If you have any questions, concerns, or require assistance with an order, our customer support team is here to help.
You can contact us by completing the contact form on our website or by sending a direct email. We strive to respond to all inquiries within 24–48 hours on business days.
To enable us to assist you promptly, please provide as much detail as possible, including your order number where applicable.
For answers to common questions, please refer to the policy pages linked in the footer of our website.
We understand that circumstances may change after placing an order. If your order has not yet been processed, we may be able to accommodate cancellation or modification requests.
Please contact our customer support team as soon as possible, providing your order number and details of the requested changes.
Regrettably, if your order has already been packed or dispatched, we are unable to make changes. In such cases, you may return the item upon receipt in accordance with our Returns Policy.
For comprehensive information on order modifications, cancellations, and applicable timelines, please refer to the policy pages linked in the footer.
Thank you for your interest in our products. Currently, we do not offer a formal pre-order system for sold-out items.
However, you may sign up for restock notifications by entering your email address on the relevant product page. This ensures you will be promptly informed when the item becomes available again.
Our inventory is updated regularly, and we strive to restock popular products as quickly as possible.
For further information regarding product availability, inventory updates, or potential future pre-order options, please refer to the policy pages linked in the footer.