1. Order Processing
Orders are generally processed within 1–5 business days after payment has been successfully received.
Processing times may be affected by weekends, public holidays, high-volume periods, product availability, or circumstances outside our reasonable control.
Once an order has entered processing or has been dispatched, we may not be able to cancel or modify it.
2. International Shipping
We ship to customers in multiple countries worldwide.
Estimated delivery times depend on the destination, shipping method, local postal service, carrier, customs clearance, and other external factors.
Any delivery timeframe displayed on our website is an estimate unless expressly stated otherwise.
If we cannot ship an order within the timeframe communicated when the order was placed, we will notify the customer and provide any options required by applicable law, including cancellation and a refund where required.
3. Multiple Shipments
Some products may be fulfilled from different fulfillment centers or suppliers.
As a result, products from the same order may be shipped separately and may arrive on different dates. Customers will not be charged additional shipping fees solely because an order is divided into multiple shipments unless this was clearly disclosed before purchase.
4. Customs, Duties and Taxes
International orders may be subject to import duties, VAT, customs charges, brokerage fees, or other taxes imposed by the destination country.
Where these charges are not collected by us at checkout, they may be payable by the recipient upon import, subject to applicable law.
Customers are responsible for providing any information reasonably required for customs clearance.
5. Incorrect or Incomplete Addresses
Customers are responsible for providing an accurate and complete shipping address.
Please contact us as soon as possible if an address needs to be corrected. We cannot guarantee that an address can be changed after an order has entered processing or has been shipped.
If an order is returned because of an incorrect or incomplete address supplied by the customer, additional shipping costs may apply before the order is resent, to the extent permitted by law.
6. Delayed, Lost or Undelivered Orders
Occasional delays may occur because of customs inspections, carrier disruptions, weather, local postal conditions, or other circumstances outside our reasonable control.
If an order appears to be lost or has not arrived within the expected timeframe, please contact us so that we can investigate the shipment.
Where applicable law gives the customer a right to cancel because goods were not shipped or delivered within the required or agreed timeframe, those rights will be honored.
7. Return Period
Unless a longer period is required by applicable law, customers may request a change-of-mind return within 14 days after receiving their order.
Where applicable law provides an additional period in which the product may be sent back after the customer has notified us of cancellation, that additional period will be honored.
To begin a return, please contact our customer service team before sending the product.
8. Return Condition
Returned products should be:
• In their original condition
• Unworn and unused, other than handling reasonably necessary to inspect the product
• Returned with original tags and accessories where applicable
• Accompanied by proof of purchase
Where permitted by law, we may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the nature, characteristics, and functioning of the product.
9. Return Shipping Costs
For voluntary or change-of-mind returns, the customer is responsible for return shipping costs unless we have expressly agreed otherwise or applicable law requires us to cover those costs.
If the product is defective, damaged, incorrect, or otherwise qualifies for a remedy under applicable consumer law, we will cover return costs where required by law.
10. Damaged, Defective or Incorrect Products
Please inspect your order after delivery and contact us as soon as reasonably possible if the product is damaged, defective, incorrect, or materially different from what was ordered.
We may request photographs or other reasonable information to help us investigate the issue.
Depending on the circumstances and applicable consumer law, available remedies may include repair, replacement, partial refund, or full refund.
This section is separate from our voluntary change-of-mind return policy and does not limit any statutory consumer guarantee or warranty rights.
11. Refunds
Approved refunds will be returned to the original payment method.
Where applicable law requires a refund within a specific period, we will comply with that period. Where legally permitted, we may wait until the returned goods are received or until the customer provides evidence that they have been sent back.
The time required for a refund to appear in the customer’s account after it has been issued may depend on the bank, card issuer, or payment provider.
Standard outbound shipping charges will also be refunded where required by applicable law. Additional costs resulting from a more expensive shipping method selected by the customer may not be refundable where permitted by law.
12. Non-Returnable Products
Where permitted by applicable law, certain products may not qualify for change-of-mind returns, including:
• Personalized or custom-made products
• Perishable products
• Products that cannot reasonably be returned for health or hygiene reasons after a protective seal has been removed
• Other products specifically excluded from cancellation rights under applicable law
These exclusions do not remove any rights the customer may have if a product is defective, damaged, incorrectly supplied, or not as described.
13. Exchanges
Where exchanges are available, they are subject to product availability.
We may process an exchange as a return and a new order. This does not affect any legal right to a replacement or other remedy for defective or non-conforming goods.
14. Refused or Unclaimed Shipments
If a shipment is refused, remains unclaimed, or is returned because required customs charges were not paid, we may treat the shipment as a return once it is received back.
Original shipping, return shipping, customs charges, or other costs may be deducted from any refund only where permitted by applicable law.
15. Mandatory Consumer Rights
This policy is intended to operate alongside applicable consumer protection laws.
Nothing in this Shipping & Returns Policy is intended to exclude, restrict, or waive any consumer right, guarantee, warranty, remedy, cooling-off period, or other protection that cannot legally be excluded or restricted under the laws applicable to the customer or the transaction.
If applicable consumer law provides the customer with rights that are more favorable than the terms of this policy, those mandatory legal rights will apply.