Frequently Asked Questions (FAQ)
Orders & Payments
What payment methods do you accept?
We accept various international payment methods including credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, and Google Pay. All payments are processed through secure, encrypted channels.
Is my payment secure?
Yes, we use SSL encryption and PCI DSS compliant payment gateways to ensure your payment information is completely secure.
When will my credit card be charged?
Your credit card will be charged when your order is processed, usually within 24 hours of placing your order.
Can I modify or cancel my order?
You can modify or cancel your order within 1 hour of placement by contacting our customer service. After that period, orders enter the processing stage and cannot be changed.
Shipping & Delivery
Which countries do you ship to?
We offer worldwide shipping to most countries. During checkout, you can enter your address to check if we deliver to your location.
How long does shipping take?
Shipping times vary by destination:
- Shipping: 3-5 businessday days
What are your shipping costs?
Shipping costs are calculated based on your location, package weight, and selected shipping method. You’ll see the exact cost during checkout before payment.
Do you offer free shipping?
We offer free standard shipping on orders over [amount] to selected countries. Please check our shipping policy for details.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with a tracking number and link to monitor your package’s journey.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, in original packaging with all tags attached. Some items may be final sale.
How do I return an item?
Please contact our customer service team to initiate a return. We’ll provide you with a return authorization and shipping instructions.
How long do refunds take?
Once we receive your return, refunds are processed within 5-7 business days. It may take additional time for the refund to appear on your original payment method.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the return is due to our error or a defective product.
Product Information
Are your products authentic?
Yes, we guarantee that all our products are 100% authentic and sourced directly from authorized suppliers or manufacturers.
Do you provide product warranties?
Most products come with manufacturer’s warranty. Please check individual product pages for specific warranty information.
What if I receive a damaged or wrong item?
Please contact us immediately within 7 days of delivery with photos of the damaged/wrong item. We’ll arrange for a replacement or refund.
Account & Technical
How do I create an account?
You can create an account during checkout or by clicking “Register” in the top menu. Account creation is free and provides order tracking and faster checkout.
I forgot my password. What should I do?
Click “Lost your password?” on the login page and enter your email address. We’ll send you a link to reset your password.
Why can’t I access my account?
This could be due to incorrect login credentials or account verification requirements. Please ensure you’re using the correct email and password, or contact our support team.
How do I update my account information?
Log into your account and go to “Account Details” to update your personal information, shipping addresses, and password.
International Orders
Will I have to pay customs or import duties?
International customers are responsible for any customs fees, import duties, or taxes charged by their country. These are not included in our prices or shipping costs.
What currency are your prices in?
All prices are displayed in US Dollars (USD). Your bank or credit card company will convert the amount to your local currency.
Do you include invoices for customs?
Yes, we include a commercial invoice with all international shipments as required by customs authorities.
