FAQ

FAQ

What is the processing time for my order?

All orders placed on a business day before 12:00 (noon time) are shipped on the same day. Orders placed after 12:00 will be shipped on the next business day.

What are the forms of delivery?

We send packages via DHL/Fedex/…..

Is it possible to arrange the time of my delivery?

Unfortunately, we have no impact on the time of delivery. If you are not home, a courier should contact you by phone or leave a note. The courier is expected to make two attempts to deliver your package.

Do I need to register to make a purchase?

You can certainly go ahead and place your orders without registering.

Keep in mind however that for all your subsequent purchases, you will have to fill in all your personal details again. So for your convenience, it is recommended that you do register.

How do I know the product I want is available?

Information about each product's availability is visible next to each item.

How to change or cancel my order?

Please contact our customer service as soon as possible. The change will only be possible if the order has not yet been processed.

What are the working hours of the Customer Service Team?

Our wonderful Customer Service Team is available and happy to assist you on business days: Mon through Fri, from 8:00 AM  to 4:00 PM.

Where can I find the confirmation of my purchase?

All your invoices and receipts will be send in electronic form, along with an e-mail notification.

My discount code is not working. Why?

Make sure the discount code has been entered correctly. Also, please keep in mind that discount codes are a limited time offer or the discount might only apply to certain items.

Where can I find the return form?

You can download the return form here.

I did not receive an email with my order confirmation.

Please check your spam folder, or "offers" or "other" depending on your email account.

Only one of two or more items I have purchased has been delivered.

Sometimes the order will be shipped from two different warehouses and the packages will not be delivered at the same time. The email with shipping confirmation that you will receive, will in such case include two links to track your shipments.

The product I have received is not what I ordered.

We always do our best to make sure all orders are processed correctly. Should we make a mistake however, please contact our Customer Service as soon possible and our team will assist you accordingly.

RETURNS

If for whatever reasons you are not happy with your purchase, not a problem!

You have 30 days to return it. You will have to however cover the shipment fees.

Send the package via any package delivery company or via post office. We recommend you send the package with a tracking number-  that way you will be able to see when the package reaches us. We do not send any confirmations of receipt.

How to prepare the item you want to return:

  1. Complete the return form. You can download it here
    Make sure you have entered all the data correctly, especially your account number. Place the filled out return form inside of the package.
  2. Make sure the product is in its original packaging and secure it properly for transport: pack it in an additional cardboard box and seal it with tape. The package must be of a rectangular shape. Remember that the courier may refuse to accept a package if the shape is non-standard.
  3. Send the package to the following address:

IMPORTANT: We do not accept payments upon delivery or shipments to parcel lockers

REFUND

You will be refunded as soon as we receive your package and process your return. Please keep in mind that the refund can take up to 14 days, but most customers receive their funds usually within a few days from the time we receive the package.
If you paid for the order via …….., the refund will make its way back to your the same way.

THE PRODUCT IS DAMAGED

We do our absolute best to make sure our products are of top quality and reach you intact. Should you notice however that something is not working as intended, do not hesitate to contact our Customer Service as soon as possible. Some isues may be a result of incorrect assembly and not a faulty item. Also, please keep in mind that the wear of certain parts over time is natural, e.g. of the wheels or bearings, and that is not subject to complaint.

 
HOW TO FILE A COMPLAINT

Please fill out the complaint form, which includes the following data: your name, and last name, your address, the order number, a detailed description of the defect and a complaint request. Please  kindly use the form we prepared. Send the defective product along with the complaint form to the following address:

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In case you have any further questions, feel free to contact our Customer Service Team:.........................

ORDER PROCESSING TIME

Orders placed on a business day before 12:00 (noon) are shipped on the same day. Orders placed after 12:00 are shipped on the next business day.

SHIPMENT STATUS

You can check the status of your shipment by clicking on the tracking link that you will receive from us by e-mail once the order is processed.

DAMAGED PACKAGE

Should you notice that the package delivered to you is damaged, our brand tapes or the protective cardboard are damaged, we recommend that you carefully check the contents of the package in the presence of the courier. No worries, keep in mind that the courier is required by law to wait for you to check the condition of the shipment.

RETURN FORM

How to make a return?

 

  1. Please complete the return form below
  2. Pack the product with the completed form. Secure the package.
  3. Send the package to our address:

 

…………………………

You have 30 days to return this purchase.

Client: (name and address)

Subject of the complaint:

Reason for the complaint: (description of defects)

I would like: (circle the preferred option)

Price Reduction

Product repair

Product replacement

Refund