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How to report a damaged item
If your order arrives damaged, reply to your order confirmation email or contact us within 14 days of delivery. 1. Take a clear photo of the damage and the shipping label. 2. Keep the original packaging until the claim is resolved. 3. Choose a free replacement or a full refund — replacements ship with express delivery at no cost.
Orders & Shipping · Updated 9 days ago
Tracking hasn't updated — what to doFAQ
Carrier scans can pause for up to 5 business days at regional hubs, especially for EU cross-border shipments. If there's no update after 7 business days, we'll open a trace with the carrier and, if needed, reship your order free of charge.
Orders & Shipping · Updated 11 days ago
Returns & exchanges policy
You can return unused items within 30 days of delivery. We provide a prepaid return label for orders in the US, UK and EU. Refunds are issued to the original payment method within 3–5 business days of receiving your return.
Returns · Updated 17 days ago
Why isn't my discount code working?FAQ
Welcome codes are activated up to 30 minutes after newsletter signup and apply to full-price items only. Codes can't be combined with sale items or other promotions. If it still fails, our team can apply the discount manually.
Billing & Payments · Updated 7 days ago
Duplicate charges and pending authorizations
Sometimes your bank shows a temporary authorization in addition to the final charge. Authorizations drop off within 3–7 days. If two final charges post, we'll refund the duplicate immediately once confirmed.
Billing & Payments · Updated 13 days ago
Wholesale ordering & lead times
Wholesale partners can order with a minimum of 24 units per SKU. Standard lead time is 5–10 business days; larger orders may ship in two batches. Net 30 terms are available after finance approval.
Wholesale · Updated 3 days ago
International shipping destinationsFAQ
We ship to 38 countries including Japan, Australia and Canada via DHL Express (4–6 business days). Duties and taxes are calculated at checkout so there are no surprises on delivery.
Orders & Shipping · Updated 23 days ago