By placing an order through our store, you agree to the terms below. These are provided to ensure that both parties are aware of and agree to this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability, we strive to maintain accurate stock counts but occasionally there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this case, we will contact you to ask if you prefer to wait for the item to be restocked or if you would prefer a voucher.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in your order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to your order.
3. Returns
Return policy information is available on the Return and Refund Policy page which you can find linked at the bottom of the page.
4. Delivery Terms
In general, international orders may be in transit for 10 days. However, this period may occasionally extend up to 20 days. This varies greatly depending on the type of delivery selected and the provider linked to the items contained in your order.
Transit Time
Orders are usually processed within 2 business days following payment. We allow a 24-hour period for delivery address changes.
Our team contacts the item storage locations from Monday to Friday during normal business hours, except on national holidays, when shipping will not be activated from the storage locations.
When you place an order on our store, the maximum shipment time is 5 business days. Orders are often sent before 5 business days. However, delivery can take up to 2 to 4 weeks in this disrupted period.
It is important to note the difference between shipping and delivery. Indeed, delivery corresponds to the act of transporting items and ensuring their delivery to a destination address. Whereas shipping corresponds to the action of sending out the items of an order.
For this reason, exceptionally, the delivery period can extend up to 5 weeks (5 business days for order processing and 4 weeks for delivery).
These are the total exceptional delays, but we wish to communicate this to avoid any inconvenience. That said, once this delivery period has passed, that is 5 weeks, we wish to keep you satisfied.
To this end, we will offer solutions like resending your order at our expense or creating a gift voucher with a value greater than the amount of your initial order. This rarely happens, but we prefer to anticipate such situations and let you know what the customer service policy is in this regard.
Therefore, if you have received your order confirmation email 5 weeks ago or more, please either respond to the order confirmation email or send us an email.
And to ensure your email is processed as quickly as possible, we advise you to include the following information in your email:
– Your order number
– The email address used during your order
– First name
– Last name
– Contents of your order (even if approximate)
– Date of your order
If you send us an email, we also advise you to put in the subject line of the email “Delivery Delay – Your Order Number”.
Example: “Delivery Delay – 125698”
Members of our customer service team will respond within 48 business hours by email to address your situation.
4.4 Change of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 Shipping to P.O. Box
Our website will ship to P.O. box addresses using postal services. We are currently unable to offer courier services to these locations.
4.6 Military Address Shipping
We are able to deliver to military addresses using USPS. However, we are unable to offer this service using courier services.
4.7 Out of Stock Items
If an item is out of stock, we will contact you to find out if you would prefer to wait for the item to be restocked or if you would prefer a voucher. This voucher will have a value greater than the amount of your initial order.
4.8 Exceeding Delivery Time
If the delivery time has exceeded the forecasted time, please contact us by email so that we can address your query.
5. Tracking Notifications
Upon dispatch, you will receive a tracking link from which you can follow the progress of your shipment based on the latest updates made available by the transport service provider.
6. Packages Damaged in Transit
If you find a package is damaged in transit, if possible, reject the receipt of the delivery and contact our customer service. If the package was delivered without you being present, please contact our team by email.
7. Duties and Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on our website at the time of your order.
7.2 Import Duties and Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination countries. This varies by country, and we encourage you to be aware of these potential costs before placing an order with us. If you refuse to pay the duties and taxes upon arrival at your destination country, the goods will be returned at the customer’s expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8. Cancellations
If you change your mind before you receive your order, we can accept cancellations at any time before the order has been dispatched. If an order has already been shipped, please refer to our refund policy available at the bottom of our website.
9. Insurance
Packages are insured against damage and loss up to the value declared by the carrier. A loss is acknowledged when the postal service confirms the loss. A delivery confirmed by postal services will be considered valid. Indeed, we have experienced too many cases of unfortunately dishonest customers claiming not to have been delivered to rely solely on the customer’s word. However, we will do our utmost to satisfy you by resending the items in your order at our expense or offering you a gift voucher with a value greater than the amount of your initial order.
9.1 Process for Packages Damaged in Transit
We will proceed with a refund or replacement by applying the Return and Refund Policy which you can find linked at the bottom of the page.
9.2 Process for Packages Lost in Transit
In the event that the postal service confirms a loss in transit, we will do our utmost to satisfy you by resending the items of your order or offering you a gift voucher with a value greater than the amount of your initial order.
10. Customer Service
For any customer service inquiries, please send an email available at the bottom of the page.