Frequently Asked Questions
Here are answers to common questions about orders, payment, shipping, tracking, returns, refunds, customs, and customer support.
1. What currency does your website use?
Our website uses Euro (EUR) as the settlement currency. If your payment account uses another currency, your bank or payment provider may apply exchange rates, conversion fees, or international transaction charges.
2. What payment methods do you accept?
We accept the payment methods shown at checkout, which may include Visa, Mastercard, American Express, JCB, PayPal, Apple Pay, and Google Pay. Available options may vary depending on your location, device, browser, and payment provider.
3. Is my payment information secure?
Yes. Payments are processed through secure third-party payment services and encrypted checkout systems. We do not store your full card number, CVV, or complete payment authentication data on our website servers. For more details, please read our Payment Policy.
4. Why did my payment fail?
A payment may fail because of incorrect billing details, insufficient balance, card restrictions, bank authorization issues, browser interruptions, or payment provider security checks. Please review your details or contact your bank or payment provider for help.
5. How long does order processing take?
Orders are usually processed within 1–3 business days after payment is successfully confirmed. Business days do not include weekends or public holidays. During busy seasons or promotional periods, processing may take slightly longer.
6. Do you offer worldwide shipping?
Yes. We currently provide worldwide shipping. Delivery time and shipping fees are divided into three main regions: Europe, United States, and Other Regions. Shipping options may vary depending on your delivery address and available carrier services.
7. How long does shipping take?
Europe shipping usually takes 5–10 business days after dispatch. United States shipping usually takes 7–14 business days after dispatch. Other regions usually take 10–20 business days after dispatch. These delivery times are estimates and are not guaranteed arrival dates.
8. How much is shipping?
Europe standard shipping is usually €8.99, United States standard shipping is usually €12.99, and Other Regions standard shipping is usually €18.99. Free standard shipping may be available when the order reaches the required amount shown in our Shipping Policy or at checkout.
9. Will I receive a tracking number?
Yes. After your order has been shipped, a tracking number will be sent to the email address used at checkout. Tracking details may take 24–72 hours to update after the carrier receives the package.
10. Where can I track my order?
You can check your shipment status through our Order Tracking page. Please enter the required order details carefully. If the tracking information has not updated yet, please allow additional time for the carrier system to refresh.
11. Do I need to pay customs duties or import taxes?
For international shipments, customs duties, import taxes, VAT, handling fees, or other local charges may be applied by the destination country or region. These charges are usually the responsibility of the recipient unless otherwise required by law or clearly stated at checkout.
12. What should I do if my package is delayed?
Delivery may be delayed because of customs checks, carrier issues, address problems, local holidays, severe weather, or transportation disruptions. If your tracking has not updated for several days or has passed the estimated delivery time, please contact us at [email protected] with your order number.
13. What if my package is lost or missing?
If your package appears lost, missing, or marked as delivered but not received, please contact us with your order number, tracking number, and checkout email. We will help review the shipment status and may coordinate with the carrier when needed.
14. Can I return my order?
You may request a return within 30 days of receiving your order. Returned items must meet the return eligibility conditions and should not be sent back without approval. For full instructions, please read our Return & Refund Policy.
15. Who pays for return shipping?
If the return is requested because of personal preference, change of mind, incorrect selection, wrong address entered by the customer, or other non-error reasons, the customer is usually responsible for return shipping costs. If the issue is caused by an incorrect, damaged, or clearly defective item, we will review the case and provide a suitable solution.
16. How long does a refund take?
Approved refunds are issued to the original payment method used at checkout. Refund review and processing usually takes 3–10 business days after inspection and approval. Once processed, the funds usually appear in your original account within about 7 business days, depending on your bank or payment provider.
17. How can I contact customer support?
You can contact us at [email protected] for order, shipping, payment, return, refund, or general support questions. Please include your order number and checkout email if your message is related to an existing order. For more details, please visit our Contact Us page.