1. ORDER ISSUES
Why has my payment failed?
There are many reasons which cause payment failure. Please make sure that your personal details and credit card information are correct and verify that everything has been entered properly. If problems persist, please contact our Customer Care team.
Why haven't I received an order confirmation email?
Please make sure that all data entered during the purchase are correct. If you are still experiencing issues, send an email to our Customer Care team in order to receive immediate assistance.
Can I modify/cancel my order after I've placed it?
Yes, orders may be modified/cancelled within 2 hours after confirmation. After this time lapse, the order may be already prepared for dispatching, so it might be impossible to modify/cancel it. To modify/cancel your order, just contact our Customer Care team.
I've received a faulty/incorrect item, what should I do?
In the event of receiving a faulty/wrong item, please contact our Customer Care team within 3 days since when you received the goods. In this case, we will arrange a pick up service with a courier at our expenses, provided verification with our Quality Dept. Please note that if you decide to pay for the return yourself, we won't be able to refund these costs. For claims made over the 3 days, the above conditions won't apply.
I'm missing one or more items from my order, what should I do?
Please contact our Customer Care team as quick as possible. In this case, we will open a claim with the courier and verify internally with our warehouse Dept.
I received a damage package, what do I do?
In the event of receiving a package which is visibly damaged or not in optimal conditions, we suggest to ACCEPT WITH RESERVE or REFUSE the package upon delivery and contact our Customer Care team immediately. We kindly ask you to provide some pictures to show the conditions of the box upon delivery, doing so we would be able to forward a claim to the courier.
Can I track the delivery of my order?
You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on the tracking link on this email to view the up to date tracking. How does your Next-Day Delivery service work? By choosing NEXT DAY DELIVERY the shipping will take 1 business day from the actual pick up of the courier. Please allow additional business days to process the order and prepare the parcel. For further information check our SHIPPING & DELIVERY section.
Can I have my order delivered to a PO Box address?
We’re unable to deliver to PO Box addresses.
Do you ship worldwide?
We aim to ship worldwide. Although some countries have specific laws restricting or banning the import of cosmetic products. You can find more information in the SHIPPING & DELIVERY section.
3. RETURNS AND REFUNDS
Are products returnable?
In the interest of hygiene, items purchased are non refundable and all purchases are final. For health and safety reasons we cannot restock used or unwanted products. Under which conditions are products returnable? In some special circumstances refunds & exchanges will be offered at our discretion. We currently accept returns on items that have arrived damaged/defective, or if you have incorrectly received the wrong item. If one or more of these conditions applied to you, please contact our Customer Care team right away!
4. PAYMENTS & PROMOS
Which are the payment methods accepted?
We accept Visa, MasterCard, American Express, PayPal, Discover, Postepay, Aura, SOFORT Bank Transfer.
Where do I find a Promo Code?
Promo Codes are included in our newsletters, subscribe at the bottom of the page to join our community!
How can I use a Promo Code?
The Promo Code can be redeemed at check out. There’s a specific area where you can apply it. Please mind that two or more promo codes cannot be used together.