Frequently Asked Questions
How can I pay for an order?
Depending on your country, we offer different payment methods, which you will see on the screen once you have added a product to your cart. Payments are made in EUR. If your local currency is different from the ones mentioned above, check the currency in which you will be charged when adding a product to your cart. Remember that your bank will convert the amount into your local currency at its exchange rate.
Why did my payment fail?
We are sorry to hear that your payment has not been processed. The most common reason tends to be that some banks have restrictions on foreign payments, so we suggest you contact your bank for more details. If you do not think it is a banking issue, contact us so we can help.
How do I know if I made the purchase correctly?
As soon as you place an order, we send you a confirmation email to the email address you used to place the order with a detailed list of the products you purchased; costs and shipping. If you can't find the order confirmation, check your spam folder to make sure it hasn't gotten lost there. If you still can't find it, prepare the email address you used to place the order and CONTACT US!
I forgot to apply a discount. Can you refund me the difference?
Once you have paid and finalized your order, unfortunately it is not possible to refund the difference or add a discount. If you have forgotten to add a discount code, the only solution is to cancel the order and place a new one. Remember to add your code in the box located under the order details in the cart. Please note that according to our cancellation policy, an order can only be cancelled within 24 hours of being placed.
Can I cancel my order?
You can cancel your order within 24 hours after placing it. This is because after this time your order is customized to be shipped the next day. If you want to cancel your order, prepare the order number, the email address used to place the order and the total value of the order (which you can find in the confirmation email). TO CANCEL YOUR ORDER, JUST CONTACT US ONLY THROUGH OUR EMAIL, IN THIS WAY WE GUARANTEE THE CONTACT WITH OUR CUSTOMER SERVICE.
I want to cancel my order, but it has already been shipped?
Once an order has been shipped, it cannot be cancelled. You can refuse the order once the courier attempts to deliver it to the address indicated. The package will be returned to us and within 14 days of receipt your money will be refunded.
Place an order online, now what?
The first thing you will receive is a purchase confirmation email detailing the products and costs you have purchased. Within 24 hours, and once your purchase has been shipped, you will receive an email with your shipment details; company, tracking number and shipping information. (During holidays, shipping and delivery times may vary).
