FAQs - Orders

Accordion

• What are the general conditions of sale?

  You will find the general terms and conditions of sale under the heading Terms and Conditions, here. If you need any additional information, please contact our Client Service.

• What do I do if I haven't received a confirmation email for my order?

  After payment of your order, you will receive a confirmation email. If this is not the case, please contact our Client Service. A team member will verify that your order has been processed.

• Can I cancel or change my order?

  If you wish to cancel your order, please do contact us. Please note that we cannot amend items in your order and we cannot cancel an order that has already been fulfilled.

• Is it possible to change the billing address on my order? Can I have an invoice?

  The billing address cannot be changed once your order is confirmed. The order summary will be enclosed in the parcel. If you need an invoice, please contact us before placing your order.

• How can I track my order? 

  You will receive a personal tracking number by email once your order is shipped. Clicking on the link will take you to the tracking page of the chosen carrier. If you have an account, you can also do this in the "My Account" section.

• My address is incorrect or incomplete. What can I do?

  You can modify your address by contacting our Client Service and providing your order number. A team member will then contact the carrier to make the change, if possible.

• What should I do if my order is returned to the sender? 

  An order can be returned to sender for either of the following reasons:  

  • Failed delivery attempts  
  • Address could not be recognized  
  • Customs procedures  

  We invite you to contact our Client Service team with your order number. A team member advisor will then contact the carrier to get more information on the issue.