All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, you can request a refund, store credit, or reshipment for ordered products if:
- You do not receive them within the guaranteed time (45 days not including 2-5 day processing). The tracking should not indicate that your package is "Delivered" or "Refused".
- You receive a wrong/defective item. Please send a photo of the item to support your claim.
- You do not want the product you have received. Kindly note that you must return the item at your expense and the item must be unused and in its original packaging.
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong or insufficient shipping address)
- Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
- Your order was not received but the tracking status is "Delivered".
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on the Contact Us page.