Shipping And Processing
We offer shipping worldwide through premium couriers such as UPS, DHL, FedEx and more.
Once we receive your order, we process it within 1-2 working days and
your order gets sent to a distribution centre. This distribution centre
then selects the fastest shipping method from a range of highly
reputable couriers and dispatches the order swiftly. When your order has
been dispatched from the distribution centre, you will receive an
update with your tracking code.
EU Customers: From 1st July 2021, the EU has introduced a new import process to each and every EU country. This means that upon the parcel's arrival to your country, there may be some additional import fees that you will need to pay. We are working with our distributors to find a way to integrate these on our end, however for the time being we are unable to do this for all orders and you may be required to pay these upon receipt of the parcel.
Non-EU Customers: There will be no additional charges.
RETURNS AND REFUNDS
If your parcel has not yet been dispatched from our warehouse we'll be happy to cancel your order. Simply get in touch with us by replying to your order confirmation email and a member of the team will be happy to help. If the parcel has been dispatched, we may still be able to intercept it when it arrives at the distribution centre and have it returned to us. If we are unsuccessful we will make sure to provide a return address to which you can send your parcel once it's been delivered.
Yes! We know that sometimes everyone changes their mind about a
purchase, we are happy to accept no-question, hassle-free
returns. Contact us within 7 days of receiving the product on email@example.com
and we'll guide you through the steps of returning the product. In
order to qualify for a refund, the model must be in its original, sealed
Please note that as of 16.03.2020 refunds processed via PayPal will be inclusive of the PayPal service charge. This is being enforced by PayPal and is something we have no control over. Please see the below statement from PayPal regarding refunds:
"In line with industry practice and according to our updated policy, we will not charge a fee to process refunds, however fees from the original transaction will not be returned. This policy will not apply to duplicate transactions or voids. You can review the PayPal User Agreement for more information on our return policies." - PayPal
We do not charge any restocking fees or anything like that. If your
model is returned unopened, in new condition, your full order value will
be refunded. For our full returns & refunds policy, please visit
our Return and Refund page.
If you choose to refuse delivery of your parcel,
the courier will either leave it on your doorstep or store it in their
warehouse. They are only able to store a parcel in their warehouse for
2-4 weeks (depending on the courier) after which the parcel will be
auctioned off or destroyed.
Please know that in the instance of refused delivery we are unable to provide a refund. If
you change your mind while your parcel is on its way, simply let us
know and we will issue you a return address where you can ship your
You will be responsible for arranging the return postage. Return costs
are non refundable. We strongly recommend using a tracked service.
TRACKING & DELIVERY
After placing your order, your parcel is prepared within 24h and is sent to a distribution centre. It will arrive here within 1-3 working days. The team here will select the fastest shipping option to your address and will ship out your parcel in the same day. Once your order is shipped, you will receive a shipping confirmation email containing your tracking information as well as a link to a website where you can track your order. If you haven't received a shipping confirmation email yet and it's been more than 4 working days since you placed your order, please get in touch with us and we'll send you your tracking information manually.
Please know that for shipping services like DHL Express, it can take a bit longer for the parcel to arrive to the courier's distribution centre. However once dispatched shipping will only take 24-48h, making the entire shipping time shorter.
You can find your tracking number by clicking the link in either your order confirmation or shipping confirmation email.
Sometimes tracking information can update a bit slowly due to the
courier's internal tracking systems. This is especially true for DHL
Express services. If it's been more than 48h since you've received your
tracking information and the tracking number shows as being invalid,
please get in touch with us on firstname.lastname@example.org or by replying to your order confirmation email and we will get in touch with the courier on your behalf.
Instruction Manual & Missing Parts
Use this text to answer questions in as much detail as possible for your customers.
In the very rare circumstance that your model is missing certain parts, please reach out to us on email@example.com or by replying to your order confirmation email. In this email, please include pictures of the missing parts from the instruction booklet and we will send replacement parts out to you as soon as we can.