- What payment methods do you accept?
- Can I return or exchange an item?
- Where is my refund?
- Where is my order confirmation?
- How do I return an item?
- Why has my order been canceled?
- What do I do if I lose my return note?
- How do I cancel my order?
- My order has arrived but it’s not as I expected. What can I do?
- Can I alter my order?
- How long does it take to return an item?
- When will my order arrive?
- How much is shipping?
- Can I track my order?
What payment methods do you accept?
We accept the following credit cards: MasterCard, Visa, American Express, Discover, JCB, Diners Club, Elo, Shop Pay, Apple Pay and Google Pay. We also accept payment by PayPal. If you decide to use this method, you’ll be taken to the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.
Where is my refund?
We aim to process refunds within three days of an item(s) being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after we recieve the item(s) before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.
Ordering and delivery
Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at email@example.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
Why has my order been canceled?
We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.
How do I cancel my order?
There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via firstname.lastname@example.org, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.
Can I alter my order?
When will my order arrive?
Orders that require shipping within the U.S. will be delivered within three to ten days, depending on your preferred shipping method. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.
How much is shipping?
Shipping costs depend on the item(s) you’ve ordered and where it’s being delivered. If your order value is more than $35, we provide free shipping within the U.S.
Can I track my order?
Can I return or exchange an item?
You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges.
How do I return an item?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
What do I do if I lose my return note?
My order has arrived but it’s not as I expected. What can I do?
In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via email@example.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.