FAQs

Q?

Will my order be delayed if some items are out of stock?

A.

We make every effort to have all items in stock, and occasionally we are out of certain items. If we are out of stock or expecting a back-order on an item that you have ordered, you will receive an email notification with an expected ship date. If the wait for the item is too long for you, just reply to the email and ask for a change to an alternative item or refund and order cancellation.

Case 1: When placing your order:

When placing your order, in the product page, you can check if the product is available right now for immediate shipment or if is available for back-order. In this case, we´ll wait to have all products available in our warehouse and ship to you the complete order.

Case 2: When preparing your parcel:

Despite our best efforts, occasionally some products will not be available between the placing of your order and the expected ship date. If part of your order is delayed we will send the items that are available out to you as soon as possible.

Q?

Is it possible to stop an order when it has been already shipped to the customer?

A.

Once the parcel has been shipped to the customer, there’s no way to stop it. Shipping companies come every day to pick up all the parcels for customers at 2PM (Central European Time). All the orders placed before this time will be shipped and we are unable to stop them. If you want to cancel an order before it has been shipped to you, we’ll refund the money you paid for the products including shipping costs.

Q?

Is it possible to ask for a different delivery address than the invoicing address (for example someone wants to send a present to a friend in another country)?

A.

YES! It’s possible to send products to a different address than the invoicing address.

But for VAT free subjects, the order has to be made under the Recipient’s Name and Address of the destination country. All fields required in the process of purchase have to be filled out with the recipient´s details.

Q?

What happens if my order is returned to you because it is undeliverable?

A.

Every once in a while, we will have a package returned to us because the couriers were unable to deliver it to you. When this happens, we will attempt to contact you to establish if you would like your order re-dispatching or refunding. If we cannot contact you within 2 weeks of receiving your parcel back into our warehouse, we will issue a refund (for the products only).

We can receive packages as undeliverable for the following reasons:
- We received an incorrect address
- Failed delivery attempts (i.e. no-one was at home to sign for the delivery)
- Refused by the recipient

Q?

How will my parcel be delivered?

A.

It depends on the value of the parcel.

If invoice total amount is less than 20€ we usually ship it by national priority mail and it usually take from 3 to 7 days.

If it worth more than 20€ we use DHL Express Air Service and it usually take from 2 to 3 days.

In 95% of cases we ship within 24h the payment as been cleared.

Shipping and delivery times shown are approximately and excluding processing time depending on your location.

Q?

What countries do you ship to?

A.

We ship to all Europe. If your country is not listed in our website, please contact us and we can double check to see if we are able to ship to you.

Q?

Can I track my order online?

A.

Once items are ready to ship, we will send you an email to advise your parcel has been dispatched and include a link to the shipping company website. From here you will be able to track the status of your order.

Q?

Can I purchase Vat Free as part of my Company?

A.

Place first your order and choice “wire transfer” as payment method. Than immediately send us via email, the VAT number and billing address of your company. We will check the viability of the number and if the number is valid we will remove the VAT and send you a new invoice for completing the payment.