Frequently Asked Questions
1. Order Placement, Cancellation & Refund Policy
Once an order is placed, cancellation or refund requests without valid reasons will not be accepted.
If you wish to cancel your order, please email us before the parcel is shipped, along with a valid reason. Orders typically take 2 to 3 days to be processed and prepared for dispatch.
All cancellation and refund requests are reviewed on a case-by-case basis and may be approved at our discretion.
2. Order Notes & Confirmation
Before checkout, you may leave a note under "Order notes" before checkout to specify your personal preferences. While we will do our best to accommodate your requests, we cannot guarantee that all requests can be fulfilled.
Each order is packed into one box by default. If you order multiple items and would like them packed separately, please indicate this clearly in your order note.
If you forgot to include a note or are unsure if it was saved, please email us immediately. We will only be able to update your request if the parcel has not been shipped.
After placing your order, a confirmation email will be sent to your registered email address. This email will include your:
- Purchased items
- Shipping address
- Contact details
- Order notes
Please review all details carefully. If you notice any errors, contact us via email immediately.
If you do not receive your confirmation email, please check your spam or junk folder first. If it is not found, kindly contact us to verify your order details.
⚠️ Important: Any delivery issues resulting from incorrect address details, missing notes, or incorrect product selection during checkout will be the responsibility of the customer.
3. Address Verification
Please ensure your shipping address is accurate and complete, and ideally one that can be easily located on Google Maps. For apartment addresses, kindly include your floor and unit number.
Before dispatch, we will review all shipping details. If there are any discrepancies, we will contact you via email for clarification. If no response is received within 3 days, the order will be cancelled and fully refunded.
4. Shipping Information
We ship to many countries worldwide. Shipping costs and delivery times vary depending on the destination.
A flat standard shipping rate applies based on the region and country of delivery. Orders are typically delivered within 7 to 14 days after shipment.
5. Customs & Import Fees
For orders shipped to certain EU and Asian nations, you may be liable for customs or import fees upon the parcel’s arrival in your country. Please contact your local courier directly for any inquiries regarding customs charges.
⚠️ Important:
Fraud Alert – Protect Yourself! Be aware of scams. Legitimate courier services will not contact you directly asking for immediate payment through urgent links.
Do not click on suspicious links. Always verify any payment requests through your official local courier channels.
6. Order Dispatch & Tracking
Once your order has been shipped, the delivery address cannot be modified.
A tracking number will be sent to your email upon shipment. Please check your spam or junk folder if it does not appear in your inbox. If you are unable to locate it, feel free to contact us for assistance.
7. Delivery Issues & Courier Responsibility
You are kindly advised to provide accurate and valid contact information (including your email address and phone number) at the time of purchase.
If delivery cannot be completed due to incorrect or incomplete address details, or if the courier is unable to access the property, the courier may attempt to contact you using the provided details. These contact attempts are typically made over a period of up to 3 days.
Alternatively, you may wish to contact the local courier directly to arrange for successful delivery.
Should the parcel be returned to the logistics warehouse due to address-related issues or unsuccessful delivery attempts, we may assist with a reshipment, with additional shipping fees to be borne by the customer.
If there is no response, the parcel may be held for a limited period. In the absence of any reply within 7 days, the parcel may be discarded or disposed of in accordance with the courier’s policies.
⚠️ Important: Please note that we will not be held liable for parcels that are discarded due to unsuccessful delivery attempts or a lack of response from the recipient.
8. Lost or Missing Parcels
We actively monitor shipments. If a parcel is lost in transit, we will arrange for a replacement or full refund.
If the tracking status indicates “delivered” and the courier has provided proof of delivery but you have not received the parcel, we recommend filing a police report for further investigation and we will do our best to assist.
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By placing an order, you acknowledge that you have read and agreed to these terms. Thank you for your purchase! 🥰❤️