Shipping and Delivery FAQ

Once your order has been shipped, you will receive a confirmation email containing the shipment details and a tracking number so that the shipping progress of your order can be tracked.If the order was placed via your account, the status of your order can be checked by logging into your account and entering the “Orders” section.

The name of the courier entrusted to deliver your package can be found and the status of your order can be checked, by following the methods indicated in the "How do I track the status of my order?".

If the tracking number does not work or is non-existent, please do not be alarmed as the process of transferring information from the courier to our systems can take up to a maximum of 24 hours to complete.

During this time, information regarding your order may be incomplete or the tracking number may be indicated as “non-existent”.

For this reason, we encourage that you check again after 24 hours have elapsed since you received your email with the tracking information. The information will be updated directly by the courier.

We aim to ship orders as soon as possible and usually within 2-3 working days.

The estimated delivery times are only a guide. We accept no responsibility for any delays due to customs clearance procedures at the destination country.

Once your order has been shipped, you will receive a confirmation email containing the tracking number so that the shipping progress of your order can be tracked.

We ship to many countries. You can check whether we ship to your country by consulting the table below. If your country is not listed, this means we don’t yet provide shipping to your country:

CH - Switzerland
LI - Liechtenstein
EU - BE, BG, CZ, DK, DE, EE, IE, EL, ES, FR, HR, IT, CY, LV, LT, LU, HU, MT, NL, AT, PL, PT, RO, SI, SK, FI, SE
NO - Norway
UK - United Kingdom
USA - United States
CA - Canada
KR - South Korea
JP - Japan

The name of the courier entrusted to deliver your package can be found and the status of your order can be checked, by following the methods indicated in the "How do I track the status of my order?".

If the tracking number does not work or is non-existent, please do not be alarmed as the process of transferring information from the courier to our systems can take up to a maximum of 24 hours to complete.

During this time, information regarding your order may be incomplete or the tracking number may be indicated as “non-existent”.

For this reason, we encourage that you check again after 24 hours have elapsed since you received your email with the tracking information. The information will be updated directly by the courier.

We aim to ship orders as soon as possible and usually within 2-3 working days.

The estimated delivery times are only a guide. We accept no responsibility for any delays due to customs clearance procedures at the destination country.

Once your order has been shipped, you will receive a confirmation email containing the tracking number so that the shipping progress of your order can be tracked.

Please note that we are unable to deliver to post office mailbox addresses or addresses where hold mail requests have been made. We do not ship via freight forwarders.

For your security, orders made by new users can only be sent to the billing address of the credit card holder or to a company that we can independently verify.

To prevent delays in processing your order, please make sure that your billing address matches the address your credit card is registered to, and that the cardholder’s name is written as it appears on the card.

Please make sure that you also enter your details correctly, so we can contact you if so required.

We offer free shipping on orders of any size to all countries we deliver to.

We try to ship all orders within 2-3  working days. Expected delivery times should be taken as a guide only. Moreover, we are not responsible for any delays caused by destination customs clearance processes.

We'd like to inform you that during sales, shipments may be delayed by up to 2-3 working days. We apologise for any inconvenience.

For your security, orders made by new users can only be sent to the billing address of the credit card holder or to a company that we can independently verify.

To prevent delays in processing your order, please make sure that your billing address matches the address your credit card is registered to, and that the cardholder’s name is written as it appears on the card.

Please make sure that you also enter your details correctly, so we can contact you if so required.

Switzerland
Lichtenstein
EU - BE, BG, CZ, DK, DE, EE, IE, EL, ES, FR, HR, IT, CY, LV, LT, LU, HU, MT, NL, AT, PL, PT, RO, SI, SK, FI, SE
South Korea

All other countries are DDU (Delivery Duty Unpaid). The indicated price of the products does not include taxes and VAT. The recipient is responsible for all import fees, custom taxes and local taxes imposed by the country where shipment is made. The payment of these taxes is required in order to relieve the order from custom charges.

We cannot predict what the amount to pay for taxes and customs will be, therefore we ask that you check before making an order. Your shipping costs are already included in the total of your final order. In any case, the courier can present you with a separate invoice for the local taxes that need to be paid.

In case your order has been delivered and you have noticed that some items are missing, please contact us via the appropriate button below.

You will need to provide us with the following information in order to begin an investigation with the courier company:

- general photos of the parcel (possibly from different angles)
- photos of the contents
- details on the delivery method
- details on the condition of the parcel upon delivery

Please keep everything you have received, including the cardboard box, until the end of the investigation with the courier.

This may vary from country to country. If you are not available when delivery is attempted, a new attempt will be made the following day. If necessary, a third attempt will be made the day after. In some cases, the courier may leave a note stating that you must collect the package within the next 5–7 days. If the parcel is not delivered on the third attempt or collected from the courier, the package will be diverted to our warehouse.

It is not possible to schedule a delivery time or make appointments with the courier. Deliveries are made from Monday through Friday during office hours.

The courier does not deliver the day before or on a public holiday.