Refund & Returns Policy

Your satisfaction matters to us. If something is wrong with your order, please read the relevant section below and contact our support team. We will review every case carefully and work towards a fair resolution in line with our policies and supplier guidelines.

1. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or does not match what you ordered, please contact us as soon as possible after delivery. To help us review your case efficiently, include the following in your message:

  • Your order number
  • A clear description of the problem
  • Photos or videos showing the damage, defect, or incorrect item
  • Your tracking number (if available)

Once we have received your report and evidence, we will assess the situation and advise on the next steps. Eligible cases may be resolved through a refund, replacement, or reshipment after review.

ⓘ  Please report issues as soon as possible after receiving your order. As a guideline, we recommend reporting damaged, defective, or incorrect items within 10 days of delivery to ensure a timely investigation. Reporting within this window is recommended but does not constitute an unconditional guarantee of eligibility; each case is reviewed individually and applicable consumer-protection rights are not affected.

2. Missing Items

If an item is missing from your parcel, please contact our support team promptly. Provide your order number and a description of what was not received. We will review your order and shipment details before advising on a resolution.

In some cases, items from the same order may be shipped in separate parcels. Please check whether you have received separate tracking numbers before reporting a missing item.

3. Lost Packages

If your tracking information has not updated for an unusually long period beyond the estimated delivery window, or if tracking indicates that your parcel may be lost, please contact our support team.

We will open an investigation with the carrier or our fulfillment partner on your behalf. Please note that investigations take time and a resolution will be offered only once the shipment status has been confirmed.

ⓘ  We are unable to issue refunds or replacements for lost packages before the carrier investigation has been completed. We appreciate your patience during this process.

4. Refunds, Replacements & Reshipments

Eligible cases may be resolved through one of the following, depending on the circumstances and supplier investigation:

  • Refund — returned to your original payment method or as store credit where applicable
  • Replacement — a new item sent to replace the original
  • Reshipment — the same order re-dispatched where a replacement is not feasible

Resolutions are not automatic. Each case is reviewed individually following our supplier’s investigation process, and the most appropriate outcome is offered based on the findings.

5. How to Report a Problem

Follow these steps to report an issue with your order:

1

Check your order
Confirm the issue and gather your order number, tracking number, and any relevant photos or videos.

2

Contact support
Use our contact page to submit your report as soon as possible, ideally within 10 days of delivery.

3

Wait for review
Our team will assess your case and follow up with next steps or a resolution offer.

4

Resolution
Where eligible, a refund, replacement, or reshipment will be arranged following our supplier’s investigation.

6. Non-Eligible Situations

The following situations may not qualify for a refund or replacement under our current policy:

  • Orders where an incorrect delivery address was provided by the customer at checkout
  • Parcels where delivery was refused by the recipient without a valid reason
  • Orders where the customer has changed their mind after dispatch (change of mind returns)
  • Issues caused by customer misuse or accidental damage after delivery
ⓘ  Nothing in this policy is intended to override or limit your rights under applicable consumer-protection laws in your country or region.

7. Return Requests

If a return has been authorized as part of your case resolution, you will receive specific return instructions from our support team, including the correct return address and any packaging requirements.

Please do not send any items back before receiving written authorization and instructions from us. Unauthorized returns sent without prior approval may not be processed, and we cannot be held responsible for items lost in transit without confirmed return instructions.

8. Contact Support

If you have a question about your order, need to report an issue, or want to understand more about our returns process, our support team is here to help. Please use our contact page and include as much detail as possible so we can assist you promptly.

Contact Support →