All our orders are shipped insured, handled by UPS courier and require a signature upon delivery, therefore we are not able to ship to p.o. boxes. For more information on processing and delivery times, please visit the info-page Shipping & Delivery.
Information on processing and delivery times are included in the order confirmation also. If you did not receive your order confirmation, please check your junk folder. Sometimes it is marked as spam. For a copy, please contact our customer service.
For our special shipping rates and offers, please go to Shipping & Delivery at our website.
Duties and Taxes
The recipient is responsible for payment of applicable duties, taxes and other fees imposed by the international destination country on any goods acquired or ordered from our website. Please note that high volume of shipments nowadays, covid19 restrictions and closures, plus an increase in border controls may cause a delay in custom clearance. We have no influence on this.
Tracking shipped order
When your order is ready for shipment, we notify you via email. The ship notification includes the tracking number of your shipment. You can use this tracking number to follow the transit status of your parcel and expected delivery date at UPS website.
Damage in Shipping
Check your order immediately upon receipt. If the product is damaged from handling, be sure to note this on the freight bill/ delivery ticket of the driver/ courier. If you notice any damage after inspection and the driver has already left, keep all the packaging materials and notify us if the damage has also affected the merchandise.
Please report the damage within 48 hours to our Customer Service Department. We advise you to make photos of the damaged item, as well as the box the damaged item was shipped in. Photos can also be mailed by post to our department if you are unable to email them. We need the images in order to notify the shipping company and file the necessary damage claims. After claim is presented to the shipping company, we will arrange to have damaged items and their packaging inspected, returned and replaced.
In order to be considered lost, a package must be undelivered 24 hours after the expected delivery date and time. A report cannot be made until then. If your package is not received in accordance with the expected delivery date provided by the shipper (use your tracking number to follow the transit status of your parcel and expected delivery date at at UPS (UPS parcels) or TNT (TNT parcels)), please notify our Customer Service within 48 hours and we will contact the carrier to trace your parcel or file for a claim.
Incorrect shipping address
In case a customer has provided us an incorrect shipping address, the order might be delayed and additional shipping costs and handling fees will be calculated for returned or re-routed orders. Shipping charges will apply even if you were not originally charged shipping under a free shipping promotion. Because of the nature of the goods, it is not possible to claim for a refund. For more information, please read our Return & Replacement Policy.
Refusal of delivery & uncollected parcels
If a parcel is uncollected or refused up on delivery no refund will be issued. We will charge an additional fee for any return costs we incur after the package is uncollected or refused. Such additional shipping charges will apply even if you were not originally charged shipping under a free shipping promotion.
The uncollected or refused parcel shall remain in our possession until such time as the customer remits payment for us to re-send the item(s). Because of the nature of the goods, it is not possible to claim for a refund. For more information, please read our Return & Replacement Policy.