FAQ


Shipping

  • How long will it take to arrive?

Usually it takes around 5 – 40 working days depending on your location. Mainly because of the customs delay which occurs due to various customs issues of different countries.

 

  • What if my product didn’t arrive?

Well maybe you need to give it a little bit time and we always issue a tracking code so that you can track your order on your account. But if it passed the promised time please check the address you gave us and if it is correct please contact us through a contact query in the contact us page.

 

  • How to track my product?

You can track your product by entering your tracking code we emailed you in the track my order page. Please, note that it takes around 3 days (working) to get your tracking information.

 

  • Will I have to Pay Taxes, VAT, etc?

It depends on your country and customs regulations. We have no control over this situation and we are not responsible for any of these costs.

 

  • Who delivers my item(s)?

Your items delivered by our fulfillment center and will usually reach you via your local postal service in your location.

 

  • What happens if no one is at home?

Not to worry, most of our items will be left in your post box if they are small enough and if the postman does not have access to your post box, it will usually be left at your local post office for your local post office for you to pick up!

 

  • Where do you ship from?

We are located in Sri Lanka so we ship from our fulfillment centers in our country.

 

  • I messed up my delivery address, what do I do now?

Not to worry, as long as you reach us within 6hrs regarding the error in your address, we would be more than happy to change it for you. Just email us your full correct address along with your order number and we would update your details for you.

**Note: Upon completion of purchase, buyers are eligible for a 2-hour change of mind period and it is crucial that you reach out us then or else we will not be able to make any changes to your order!

  • Change of address after receiving confirmation of shipping..

Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.

 

Payments

  • How Can I Pay?

You can pay using your credit, debit card or PayPal. Make sure your card is valid and if you had a problem at checkout please contact us for a solution.

  • Are my payments secured?

Yes, it is. We use the best and the most secure payment systems in the world Stripe (which is used by almost every online company. Plus, our website is authenticated by McAfee the world standard assurance company for fraud prevention.

  • Can I get a refund if I don’t like the product?

Yes, but you must send us the product first with a valid tracking code (if not tracked we cannot guarantee delivery). If the product is in good shape we will refund you within 2 working days. Please note that this will not be applied to free products.

  • Why is my card keep getting rejected?

Please check if your card is eligible online payments, if yes please recheck all the inputs. If it is still not working please recheck your billing address and your name to see if it matches the card details. If none of this work please contact your bank in this matter.

 

Returns, Exchanges & Refunds

  • I don’t like my items can I return it?

Returns are accepted as long as they do not exceed 14 days of the buyer receiving the item. However, all returns made should be in perfect condition and tags should not be removed. Return postage be paid by the returner. Plus, proof of postage should be sent to us (with tracking code). No free products or gift can be returned.

**Promotional /sale items cannot be returned if not defected.

  • My product is defected/ not fitting/ damaged

In this unfortunate incident you should provide us the necessary details and pictures defending your claim and if all checks out we will refund within a day (refund is made after the decision is made).

 

  • Will you refund me the return costs?

No, we will not. We are not responsible for the changes made in your side. But if the mistake was made from us we will refund you the returning shipping costs.

 

Order Changes

  • I have changed my mind about my item, what do I do?

If you have changed your mind about your order, please email us within a day to change your order.

 

  • What happens if I am charged with import duties?

Well this is highly unlikely to happen because of the size of our package size (we can’t guarantee you this claim). But if you are charged we are not responsible for the costs. Please check your local tax regulations for more information.

 

Order Cancellations & Returns

  • Cancellation of items/orders may be made prior to the completion of orders and the management reserves the right to refuse any cancellations made after a day of purchase.
  • The company is not liable for any errors in shipping address provided by the customer and will be subject to the item returning back to us before receiving a refund.
  • Refunds are not available for FREE products, ambassador packs or gifts.

 

** We are not responsible for any damages caused by the user of the product, and sizing differences.