Support & Contact

Please read the FAQ below carefully and most of your questions will be answered.

If you still have unanswered questions, do not hesitate to contact us and we will answer them within 2 working days.

FAQ – Frequently Asked Questions

Do you ship to my country?

If your country is available for selection at checkout, orders to that location will be accepted.

Below is a list of eligible countries. Please note that this list may be subject to change due to various circumstances.

We accept orders from and to Albania, Andorra, Argentina, Australia, Austria, Belarus, Belgium, Bolivia, Bosnia and Herzegovina, Brazil, Canada, Chile, China, Colombia, Costa Rica, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Ecuador, Estonia, Finland, France, Germany, Gibraltar, Greece, Guatemala, Honduras, Hong Kong, Hungary, India, Ireland, Israel, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Moldova, Monaco, Montenegro, Nepal, Netherlands, New Zealand, Nicaragua, North Macedonia, Norway, Panama, Paraguay, Peru, Philippines, Portugal, Romania, Russia, San Marino, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Suriname, Sweden, Switzerland, Taiwan, Thailand, Ukraine, United Kingdom (UK), United States (US), Uruguay, Venezuela, Vietnam.

Can I pay by Bank Transfer?

Yes, after placing your order, the payment instructions will appear on the confirmation page and will also be emailed to you.

Can I pay by Debit or Credit Card?

Yes, after placing your order, the payment instructions will appear on the confirmation page.

I forgot my password!

Here are a few things you can try to resolve the issue:

 

  1. Reset your password: If you can’t remember your password, you can reset it by clicking here. You’ll need to enter your username or email address associated with your account, and then follow the instructions in the email you receive to reset your password.
  2. Clear your browser cache and cookies: sometimes, browser cache and cookies can cause login issues. Try clearing your browser’s cache and cookies and then try to log in again.
  3. Check if you’re using the correct login credentials: Double-check that you’re entering the correct username or email address and password. Login credentials are case sensitive, so make sure you’re using the correct capitalization.
  4. Disable any VPN or proxy: If you are using a VPN or proxy service, try disabling it and then try logging in again.
I'm not receiving emails regarding my order!

We make every effort to ensure that our emails are delivered, but unfortunately things can go wrong.

Here, we’ve outlined the possible causes and their corresponding solutions to help you resolve this problem.

 

  1. Check your email address: Ensure that the email address we have on file is correct. Log into your account and verify your email address in your account settings. If you notice an error, update it to the correct address.
  2. Look in your spam or junk folder: Sometimes, email clients may mistakenly filter our emails into the spam or junk folder. To resolve this, check these folders and mark any emails from us as “Not Spam” or “Not Junk.” To prevent this from happening in the future, add our email address to your contacts or safe senders list.
  3. Email client filtering settings: Review your email client’s filtering settings to ensure that our emails are not being blocked or redirected to another folder. Adjust your settings as needed to receive our emails in your inbox.
  4. Storage limits: If your email inbox is full or nearing its storage limit, you may not receive new emails. Delete or archive old emails to free up space in your inbox.
  5. Email service provider issues: Occasionally, email service providers experience outages or delays in delivering emails. Wait for some time and then check again for the email from us. If the issue persists, you may want to contact your email service provider for assistance.
  6. Blocked by your organization or network: If you’re using a work or school email address, your organization’s email system may block certain email senders. Contact your IT department or email administrator to check if our emails are being blocked and request them to whitelist our email address.
How long does it take for my order to be shipped if I paid by bank transfer?

The processing time for orders paid by bank transfer may vary depending on the country where the payment originates from and the processing time of the bank. Generally, it takes 1 to 3 business days for us to receive and process the payment. Once the payment is processed, your order will be shipped as soon as possible.

When will my order be shipped?

Orders are usually shipped the same day or the day after placing your order. Exceptionally, the shipment can take up to 3 working days after placing your order.

How will my order be delivered?

Orders are shipped via the Universal Postal Union and delivered by the national postal service of the destination country to the shipping address you provide.

You will need to sign to receive the package. In case of absence, your order can be picked up at a collection point near you.

Use the tracking information you received from us, or find it in your account, after your order has been shipped and also track your package through your national postal service once they have processed the information.

Here you can find your national postal service:

https://en.wikipedia.org/wiki/List_of_national_postal_services

When will my order be delivered?

We are not a postal service and it is impossible to predict exactly when delivery will take place.

We recommend that you track your order online via the link you receive from us, or find it in your account, as well as with your local postal services.

Here you can find your national postal service:

https://en.wikipedia.org/wiki/List_of_national_postal_services

If your package has exceeded the estimated delivery time, you must contact us so that we can request an investigation from the postal services. In addition, you will have the choice to either resend your order free of charge or request a refund.

Estimated Delivery Times:

Europe: 2 – 15 days
Rest of the World: 2 – 35 days

Check here for delays.

Where is my tracking information?

When we have completed your order, you will receive a notification with a tracking code and tracking link.

You can also find the status and tracking code with a tracking link in your account.

My order is not tracking!

Has your order just been shipped? Please note that it takes at least 1-3 days after your order’s shipping notifications appear for tracking updates to appear. In any case, try again in a few hours. Some services may take up to 24 hours to add your tracking information.

Check here for delays.

My order tracking stopped updating!

The status of your package is not updated between two scan points. Also, it could simply be due to a slight delay in delivery or a delay in the tracking system.

If your package has exceeded the estimated delivery time, you must contact us so we can request an investigation with the postal services.

Estimated Delivery Times:

Europe: 2 – 15 days
Rest of the World: 2 – 35 days

Check here for delays.

My order is still in Bulgaria!

Your order will not be scanned between the different scanning points.

Your order will leave Bulgaria within 2 working days. However, depending on the destination, it may take a few days to a few weeks for the receiving postal services to process your order.

We therefore ask you to be patient and to only contact us if the expected delivery time (up to 15 days within Europe and up to 35 days for the rest of the world) has been exceeded.

Check here for delays.

My order has still not been delivered!

First we recommend that you track your order online via the link you receive from us, or find it in your account, as well as with your local postal services.

Here you can find your national postal service:

https://en.wikipedia.org/wiki/List_of_national_postal_services

If your package has exceeded the estimated delivery time, you must contact us so that we can request an investigation from the postal services. In addition, you will have the choice to either resend your order free of charge or request a refund.

Estimated Delivery Times:

Europe: 2 – 15 days
Rest of the World: 2 – 35 days

Check here for delays.

My coupon code doesn't work!
My coupon code doesn’t work!Encountering issues with a coupon code can be frustrating, but there are several common reasons why a code might not work as expected on our site.

Here’s what to check for:

 

  • Check the Expiry Date: Coupon codes are often time-sensitive. Please ensure the code hasn’t expired.
  • Meet the Minimum Purchase: Some codes require you to spend a certain amount before the discount applies. Verify your cart meets any such requirements.
  • For New Customers Only: Are you shopping with us for the first time? Certain discounts are exclusive to new customers.
  • Location Matters: Some of our promotions are region-specific. Make sure the code is valid in your area.
  • One-Time Use Codes: If the code has been used before, it won’t work again. These are typically for one-time savings.
  • Correct Code Entry: Double-check your entry for any typos or errors. Coupon codes need to be entered exactly as provided.
  • Promotions for Specific Accounts: Some codes are personalized and linked to specific user accounts.
  • Combining Discounts: Our system does not support the use of multiple discounts or codes for a single order.
  • Website Functionality: If our site is experiencing technical difficulties, this may temporarily affect how codes are processed.

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