Where to Find Assistance
The Contact page is the designated contact entry point for product questions, order enquiries, delivery concerns, returns, refunds, and privacy requests. Use the contact options presented there and keep a copy of any information submitted. If an option does not provide a receipt or confirmation, do not assume that a request has been received; return to the Contact page to review the available options. This policy sets out how customer matters should be handled, without promising a response through a channel that is not available.
Information That Helps
For an existing purchase, include the order reference, the email address associated with the order, and a concise description of the matter. Identify the relevant product and the outcome you are seeking. Tracking references and photographs can help with missing, damaged, or incorrect deliveries. Do not send a password, a complete payment card number, a security code, or unrelated identity documents. Any request for verification should be limited to information reasonably needed to locate an order and protect the customer.
Product and Order Questions
Review product descriptions, available sizing details, and care information before purchasing. If information appears inconsistent, use the Contact page to raise the question. Order changes or cancellation requests should be raised as soon as possible, since an order already dispatched may not be adjustable. You should not need to place a new order or pay an unexplained fee merely to ask for assistance. A question does not by itself authorize a change to the order, an additional charge, or acceptance of a substitute item.
Our Delivery and Pricing Commitments
Orders are dispatched within 1–3 days, with estimated delivery of 6–12 days. Shipping is free on every product. We cover related import duties, customs taxes, and clearance charges, so customers are not expected to pay additional fees to receive their orders. Prices and transactions use USD. If you are asked for an unexpected delivery or customs payment, retain the request and raise it through the Contact page before paying. Delivery concerns are handled under the Shipping Policy.
Returns and Refund Support
Returns may be requested within 60 days of receipt, subject to the Refund Policy and any applicable consumer rights. Obtain return instructions before sending goods to an address taken from a shipping label. Approved refunds are issued to the original payment method within 5–10 days after the returned items are received and the return is approved. For damaged, defective, or incorrect goods, explain the issue and provide relevant supporting information where practical. Assistance should focus on a fair resolution without unnecessary procedural barriers.
Complaints and Escalation
If an issue remains unresolved, identify the earlier request, explain what is still outstanding, and state the remedy you believe is appropriate through the Contact page. The information should be reviewed on its merits, and any decision should explain the relevant facts and policy provisions. Requests should be handled respectfully and without retaliation. We do not promise a fixed response time that the website cannot substantiate. This policy does not prevent you from using payment-provider dispute procedures, independent complaint routes, or remedies available under applicable consumer law.
Respectful and Accessible Service
Customers and anyone handling a request are expected to communicate respectfully. A disability, language difficulty, or inability to provide a particular document should not automatically prevent a reasonable request from being considered. Explain any accessibility need through the available Contact page options. Security checks may be necessary before personal information is disclosed or an order is changed, but they should be proportionate. Marketing offers should not be made a condition of receiving assistance with an existing purchase.