Frequently Asked Questions
We want your shopping experience with us to be second to none, so we've compiled a list of frequently asked questions to help you to make your purchases. If you have any additional queries, please reach out to our customer support team at firstname.lastname@example.org who will be happy to help you.
What payment methods do you accept?
We accept various payment methods, including credit/debit cards (Visa, Mastercard, American Express), PayPal and, of course, a variety of cryptocurrencies. Please note that the available payment options may vary depending on your location.
How can I track my order?
All orders are tracked. Once your order has been shipped, you will receive an email with tracking information. However, if you do not receive this, or if you have any queries, you will be able to contact our customer services team at our fulfilment house and they will be able to help you track your order.
Do you offer international shipping?
We currently offer shipping to most EU countries, the UK, Sweden, Switzerland, the USA, Singapore, Hong Kong, and Australia.
Please note that international shipping may incur additional customs fees or import duties, which are the responsibility of the customer. Please check with your local government customs office for information about calculating these prior to purchase to avoid any unexpected costs.
What are your shipping options and delivery timeframes?
We current offer a standard shipping rate which is calculated based on where the items are being shipped.
Orders placed by 3pm CET will be packed and shipped on the same day (orders after 3pm will be processed the following day). Our shipping times vary depending on how far it's travelling, however, we expect international deliveries to take approximately 1-2 weeks, and EU/UK deliveries to arrive within 1 week.
Why don't you ship to my country any more?
Due to a recent change to our fulfilment processes, we have reduced the number of countries we serve, to enable us to improve customer service and speed up our delivery times.
We want to be able to serve our customers well and we plan to increase our reach back to serving customers across the globe, gradually over the next few months.
How can I get free shipping?
The cost of shipping will be calculated automatically during checkout. We charge a flat rate for each country or region.
Free shipping is available on orders over $150
We often have promotional offers where shipping is free, subscribe to our newsletter to hear about offers and promotions.
Can I return or exchange an item?
Yes, we have a hassle-free return and exchange policy. If you are not satisfied with your purchase, you can initiate a return or exchange within 30 days of receiving the item.
Simply log into our returns portal and complete the return request, following the instructions.
Please ensure that the product is in its original condition with all tags intact, including barcoded boxes/bags.
Are the pictures of the products on your website accurate?
We make every effort to display our products as accurately as possible. However, please note that the actual colours may vary slightly due to monitor settings and lighting conditions. We provide detailed descriptions and high-quality product images to help you make an informed decision.
If you have additional questions about any of our products, please get in touch at email@example.com.
What if an item is out of stock?
If an item you want to purchase is out of stock, please reach out to us to let us know you're interested in the product and we will let you know if it will be back in stock soon, or if a similar product will be available.
If there is a product you would like to see in our store, please let us know - we are always looking for new ways to serve our fans.
Can I cancel or modify my order after it has been placed?
Once an order has been placed, it enters our processing system for prompt delivery. Therefore, cancellations or modifications are not guaranteed. However, if you need to make any changes, please contact our customer support team immediately, and we will do our best to accommodate your request.
What if my package hasn't arrived?
All orders are shipped with tracking information. If you want to know an update on your order, please reach out to our fulfilment house customer services and they will be able to give you an update.
We hope this FAQ section has addressed your queries. If you have any other questions or concerns, please contact us, we'd love to hear from you.