WHEN WILL MY ORDER SHIP?
We try our best to have orders shipped out within 24 working hours after the order has been placed. On rare occasion, orders may be delayed such as holidays, strikes and events due to unforeseen circumstances.
HOW LONG IS THE SHIPPING TIME?
You can expect delivery within 7-15 days from the date of placing your order from our Hong Kong facility.
If you are in the UK and you have selected next day delivery, you can expect your order within 1-2 working days.
WILL I RECEIVE A TRACKING NUMBER?
We provide tracking for every order. Tracking will be available once your product is shipped along with the courier information.
United Kingdom: Royal Mail
Canada: Canada Post
United States: USPS
For anywhere else you will be able to track via 17Track.net with courier UBI
CUSTOMS & DUTIES INFORMATION
We are happy to inform you that all customs and duties are covered by us prior to shipment. This means that you will not be required to pay any additional fees when your order arrives, no matter what country you are located in.
MY COURIER DOES NOT HAVE MY PARCEL YET
Your tracking number will start to work once it has been received by your local sorting office and passed over by our 3rd party courier.
CAN I CANCEL MY ORDER?
You are able to cancel your order free of charge up until the point a shipping label has been created for your order and your order has left our facilities. Orders are typically processed 24 hours from purchase.
In the event that you would like to cancel an order that has already shipped unfortunately we will not be able to process a refund until the item has been returned to us, given that said item is unused and damage-free.
You are able to request cancellation by emailing our customer service team who will process a refund immediately if the order has yet not left our warehouse. Should your order already be in transit when you get in touch with us you will be provided with our Returns Information. Please also note that the responsibility for return postage lies entirely with the consumer and this will not be reimbursed upon receipt of item(s).
I HAVE ENTERED AN INCORRECT ADDRESS!
If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via our contact us page. If the address is wrong, and the order has not been shipped, we can correct your address for you.
MY ITEM ARRIVED DAMAGED
If this happens to you, please contact us with:
- Your order number.
- A picture or video of the damaged product.
Once received, we'll be happy to send out another free of charge.
ITEMS NOT RECEIVED BUT TRACKING SHOWS THEY HAVE BEEN DELIVERED
This may happen when items are sent to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from the Royal Mail website by filling in a signature request form.
Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.
I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?
If we still haven't managed to answer your question please feel free to contact us.