How do I know if my order was successful?
After you have placed your order, you will see an order confirmation. This will also be sent to you via email. If you didn't get an order confirmation, please contact our customer service.
How do I place my order?
To order an item on our website, please follow these steps:
1). If you have found an item you would like to purchase, choose the desired size and click "ADD TO BAG". All added items will remain in your shopping bag until your order has been placed.
2). If you would like to keep an item in your shopping bag and continue shopping, click "CONTINUE SHOPPING".
3). If you would like to finalize your order, click on "ENTER CUSTOMER DETAILS" in your shopping bag.
4). Follow the step-by-step instructions, which will guide you through the registration and payment processes until you receive an order confirmation.
Is it possible to add an item to my order after it has already been placed?
Unfortunately, you cannot add any more items to your order after it has already been placed. If you would like to buy more items, you have to place a new order.
What types of payment we accept?
We accepts the following payment options:
1). Credit card payment with MasterCard, Visa.
I am concerned about paying with my credit card. Is payment really secure?
Your credit card information, including credit card number and expiration date, etc. is automatically transferred to the paymaster via an encrypted secure system. Our Website or other third parties are not able to access this information. Even for potential refunds, your complete credit card information cannot be seen. If you pay with Visa or MasterCard, additional protection is provided by special authentication methods (Verified by Visa® or MasterCard® SecureCode).
When I enter my credit card details, I am being transferred to another web page where I am being asked for my SecureCode. Why does that happen?
Our Website participates in "MasterCard® SecureCode" and "Verified by Visa®”. This authentication process protects the credit card holder when placing an order online in regards to fraudulent transactions. After entering your credit card information, you will be transferred to a webpage from your credit card issuing bank, where you will be asked for your personal password. When placing your first order being protected by this process, you must set a password. Please note that you must enter this password for a payment with MasterCard or Visa for each individual order. More information can be found at: “Verified by Visa” or “Mastercard SecureCode”.
I paid for my order by credit card. I am still waiting for my order to be delivered. What happened?
Please note that your order can only be sent after your credit card details have been accepted.
How will my order be shipped?
All shipments are carried out by DHL International Delivery.
Is it possible to ship to a different shipping address than my billing address?
Yes! You may provide a different shipping address.
Will my order be insured?
All orders from our website are insured against damage or theft from the time of pickup to delivery at the provided shipping address. The costs to insure the item are covered by our website. Please note: The item has to be returned with label you received with your original order. It is your responsibility to ensure a proper return, please keep the return receipt on file.
I would like to know the location of my order. Can I track it?
As soon as your order is picked up by DHL at our warehouse we will inform you via email. In this email you will find the tracking number.
I did not receive all the items I ordered. When will I receive the missing items?
In the case of a simultaneous order, it can happen that certain items are no longer available. If this occurs, it will be shown on your invoice. We will also immediately inform you via email.
I cannot select the correct country when I enter my address, why is this?
If you are unable to select the correct country when you attempt to register or make a purchase, that’s because you have your location set to the wrong country. You always need to set your correct location before you start shopping – this way the items will also be displayed in the correct currency. To set your location, look at the top corner of your browser window where it says ‘Welcome, Shipping to...’ Click on the country, and select your location from the drop-down menu.
When will my order be shipped?
After your card has been charged, we will begin the delivery process.
4. Returns & Exchanges
If I don't like something or it doesn't fit, how can I return or exchange it?
Should you not be happy with your purchase, you have 14 days from when you receive your package to make a return or exchange. To successfully complete the return/exchange process, please follow the instructions.
When can I expect the refund for my return?
Up to 10 -14 days may pass between the receipt of the return and the refund procedure. The time period depends upon your particular credit card or bank. The amount will be visible on your next credit card statement.
I forgot my password. What should I do?
If you have forgotten your password, you can contact our customer service and we will email you your password.
Our website uses the security software Secure Socket Layer (SSL). This is an asymmetrical encrypting method used to protect your credit card information during transmission against interception and manipulation. All your information is treated confidentially.
I have further questions and would like to get personal assistance from your website. How can I get in touch with you?
Please contact our service team: Customer Service.
Should you require additional information, clarification of these procedures or, if at any time during the returns process you need assistance, please contact us. Our Customer Service team will be happy to guide you.