FAQs

On this page:

Don’t see your question here? Please contact our support!



1. General questions

How can I track my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order.

Additionally, you can track the status of your order from Track Order page on the website.

Why have I not got my email confirmation?

There's a good chance that our email has ended up in your SPAM folder. If not then please email us and we will amend this for you right away.

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

How secure is my personal information?

We use industry-standard privacy protection. We don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline at our privately run data center.

Will my item be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

Can I change or cancel my order?

We can only change or cancel orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

To make changes to your order, please reach out to support on the contact page.



2. Payment

What payment methods do you accept?

You can purchase on our website using a debit or credit card.

We additionnaly offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay.

You can chose these payment methods at checkout.

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: USD, CAD and EUR.

If your credit or debit card use another currency, then you will be charged in USD, CAD or EUR, depending on the website you are on. Your bank will apply the corresponding conversion rate of the currency you choose.



3. Shipping

Where do you ship?

We currently ship in the United States, Canada, Australia, France, the UK and Germany.

For shipping outside of these countries, please reach out to our support on the contact page.

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

  • United-States: 7-21 days
  • Canada: 7-30 days
  • Australia: 20-30 days
  • France: 20-30 days
  • UK: 20-30 days
  • Germany: 20-30 days

You can read more about our Shipping Policy here.

How much does shipping cost?

The answer to this question is very simple. We offer FREE delivery for all orders.

What if I'm not home?

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

Will I pay taxes for international shipping?

Deliveries in Europe will have to pay custom taxes.

Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

For more information, please refer the to website of the delivery partner handling your delivery.



4. Returns

Do you accept returns?

We do accept returns in respect to the following conditions:

  • The item must have been sold on our online store
  • The item shouldn't have been used in any way
  • The return or exchange request is made within 30 days of purchase
  • The return is made within 14 days of the return or exchange request

You can read more about our Refund Policy here.

To ask for a return, please contact our support on the contact page.

Can I exchange an item?

We do accept exchanges and they follow the same conditions as returns.

In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.



5. Other questions

Is there a warranty?

We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect our Refund Policy.

If you have a return or exchange request resulting from a defective item, please reach out to our support for more information on how to proceed.

Do you have physical stores?

We currently don't have any physical stores under our brand name. However, we do have several distributors in Europe, the US and Canada.

What if my package gets lost?

We are not liable if the incorrect address is placed during the checkout process. Please make sure that your billing and shipping address is correct before processing your order. If we have made an error, we will fully take responsibility for the original order that was made for you at no charge.