Ordering FAQ

How can I receive assistance for placing an order?

FAll types of orders:

If you require any assistance for placing an order on our website, please refer to the placing an order section of our new user guide.

Wholesale or drop-ship orders: 

If you want to place a wholesale or a drop-ship order, please do not hesitate to contact us to receive a price quotation. You can also refer to the partnership programs section of our help center.

Do I have to pay VAT or other charges on my order?

We do not charge our customers with any additional fees or taxes. However, you may still have to pay the following ones:

- Bank transfer charges;

- PayPal recharging fees;

- Customs and import duties;

- VAT;

If you are a drop-shipper or wholesaler, please ensure that you are abiding by the tax regulations for selling our products in other countries.

If you purchased tariff insurance, you can make a claim and we will reimburse any taxes and duties you paid. Learn more about tariff insurance.

What can I do if fill in the wrong address?

Customers should be responsible for entering a correct and complete shipping address. Please do not hesitate to contact us once you realize that your address is not the one you wanted to select. We will not be able to change it after your order has been shipped.

Why was my order canceled and my payment refunded?

Below please find some of the most common reasons for this type of situation:

- The full name and shipping address of your PayPal account do not match the details you entered for this order. We have tried to contact you but have not received your response within a reasonable period of time. For this reason, we may have canceled your order.

- One or more of the products contained in your order were out of stock. If we do not receive a response from you within 5 days after contacting you for the first time, we will send you a refund of your purchase.