TERMS & CONDITIONS
Welcome to our customer services portal - below are some FAQ's to answer most problems.
If you have any additional questions, concerns or comments please contact our customer services department at email@example.com
Our full site terms can be found here.
CAN I ORDER OVER THE PHONE ?
Due to a change in customer service policy we are unfortunately unable to take orders over the phone at the moment.
I AM HAVING DIFFICULTY PLACING AN ORDER ?
We are sorry to hear you are having trouble placing an order. The easiest solution is to contact our customer's service team at firstname.lastname@example.org and we will be
happy to help deal directly with your issue.
CAN I CHANGE MY ORDER ONCE PLACED ?
Once your order has been confirmed, it's not possible for you, or us, to change it prior to dispatch. Please contact us if you have placed an order incorrectly and we will cancel that order, allowing you to re-order the correct items. email email@example.com
DO I HAVE TO PAY CUSTOMS AND IMPORT CHARGES ?
Any customs or import duties are charged once the parcel reaches its destination country. The recipient of the parcel must pay these charges. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.
We use USPS for all of our orders (signed & Tracked)
- US delivery is 2-4 business days. EU shipping 7-10, and US//ROTW is usually 7-14 business days.
WHEN WILL I KNOW MY ORDER HAS BEEN SHIPPED ?
As soon as you have received your email from us with your USPS tracking number, you will know it has left our warehouse on this date.
WHAT PAYMENT TYPES DO WE ACCEPT ?
- We accept most major credit cards and PayPal Express Checkout.
CAN I TRACK MY ORDER ?
All orders are shipped using the Tracking Number Provided sent you by email and can also be found in your customer account
Please note, once we have emailed you the tracking reference, we recommend you track from this point on, online, as we are not able to track each order once it has left our warehouse.
CAN I HAVE A DIFFERENT DELIVERY ADDRESS TO MY PAYMENT ADDRESS ?
We only send out items to a 'confirmed' address i.e. your billing address. If your address is 'unconfirmed', i.e. different from your billing address, we will send you an email asking you to provide a valid reason for change in address. Please note that emails will only be sent to the email address used to make the purchase through PayPal.
We are required to confirm your identity in this way as a security measure against fraud.
We cannot change the delivery address of a parcel once your order has been placed.
MY COUNTRY'S CUSTOMS DEPARTMENTS HAVE REQUESTED MORE INFORMATION ?
Each country will have their own goods import procedures and these can vary across countries. If you have an order in customs, please contact customer services at firstname.lastname@example.org quoting your order # and we can help you resolve the matter as fast as possible.
WHAT IF MY ORDER IS NOT CORRECT ?
Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please email us at email@example.com , and we will look into it. Please include your order reference at all times when e-mailing customer services.
HOW DO I RETURN AN ITEM OR AN ORDER ?
Returns should be made by registered mail in their original condition, within 14 working days from receipt. We will refund any sums that you have paid to us with the exception of postage and packing. Only products that are in their original condition will be refunded, others will be returned to the customers at their own cost. For more information please read our refunds and exchanges policy page.
SALE or CUSTOM ITEMS: Sale and Custom items cannot be returned or Exchanged. Please ensure that you have carefully reviewed your order before finalizing your purchase. For more help please contact: firstname.lastname@example.org
To return your orders simply follow these steps:
- Please ensure you have read and understood thoroughly how to return or and exchange an item.
- Return the item along with the completed returns form by recorded delivery to the returns address on the form . Please always obtain proof of postage when returning a parcel. We are unable to assume responsibility for any lost or damaged items.
- Once we receive your order and passes inspection, you will be offered an exchange or a refund.
- We always try to process returns as soon as they arrive. However, please allow up to 14 days for your return or exchange to be processed.