How do I contact Customer Service?
Please visit our Contact Us page for full contact details.
WOULD YOU LIKE TO CREATE A USER ACCOUNT?
You can create a new user account by hovering over "my account" at the top of the homepage. A flyout window will appear. Simply click on the "create an account" button at the bottom of the flyout window. Alternately, you can click on "my account" and a new page will open, in which you can follow the link to "create an account". All you need to create a user account is your title, name, email address, and a personal password. You can change and edit your personal information at any time. This information is confidential and will not be passed on to third parties.
WOULD YOU LIKE TO CHANGE YOUR PERSONAL INFORMATION?
To change your personal information simply log-in to your user account. You can view all of your information by clicking on "my account information". You can edit your personal information by clicking on "account information".
DID YOU FORGET YOUR PASSWORD?
You can change your password by hovering over "my account" at the top of the homepage, or by clicking on "my account". Then click on "did you forget your password?" and enter your email address. You will receive an email shortly after doing so with your new user details. Log in using the user details that have just been sent to you making sure to pay attention to the correct spelling. Once you're logged in you can change your password by clicking on "my account information" in the "my overview" menu.
WOULD YOU LIKE TO PLACE AN ORDER WITHOUT CREATING A USER ACCOUNT?
You can always order as a guest , without creating a user account. Once you're ready to checkout, you will be forwarded to the sign in page. Simply choose the option "proceed without login". Once you have entered your shipping and billing address information and your payment method you will be asked to "confirm" your order. You can choose to uncheck the box marked "create a user account using my personal information" before confirming and completing the order.
WHAT PAYMENT METHODS DO WE ACCEPT?
Depending on what country your order is being shipped to,we accept various payment methods. We accept credit cards for most countries. You can find out more about which payment methods are accepted for your country in the "payment" tab.
DID YOU DO A WIRE TRANSFER AND WOULD LIKE TO KNOW IF WE HAVE RECEIVED YOUR PAYMENT?
Your package will be shipped the same day that we receive your payment and you will receive an email with your package's tracking number.
WHEN DOES THE WEBSITE CHARGE MY CREDIT CARD?
When placing an order online, the sum total of your order is pre-authorized by your credit card, meaning that this amount is reserved for the website. This pre-authorization is a validation of your credit card, which ensures that the given amount can be charged to your account. The available limit on your credit card will be altered according to this pre-authorized amount, however it will not be charged as of yet. Once your package has shipped, the amount will be charged to your credit card and the amount will be debited to the website. If you cancel your order before it ships, your credit card will not be charged and the pre-authorization is made void. Please note that the pre-authorization is valid for at least 7 days and the time it takes to declare it void depends on your bank.
HOW DO I GET A REFUND AFTER RETURNING AN ITEM?
In general, you will be refunded one business day after we have received the returned items. Please note your bank's or credit card company's processing times. Refunds from returns will be booked onto the payment method that was used on the original order (bank account, credit card, PayPal account). Refunds cannot be booked on a different payment method than the one that was used for the original order. You also have the possibility of receiving a gift certificate for the amount of the returned items as opposed to a refund, which you can redeem on your next order. Please let us know what you would prefer on the returns form. If you choose to receive a gift certificate, it will automatically be sent to the email address that is saved to your user account.
SHIPPING TRACKING YOUR ORDER
HOW MUCH DOES SHIPPING COST?
Our shipping costs vary depending on what country your order is being shipped to. You can get free shipping including all over the world when you pay up to $300 in our website.
WOULD YOU LIKE TO TRACK YOUR ORDER AND FIND OUT WHEN IT WILL GET DELIVERED?
You will receive an email with your parcel's tracking number as soon as DHL or FedEx has picked it up from our warehouse. You can track the status of your order to find out where it currently is and when it will get delivered at any time using this tracking number.
WHY IS MY CARRIER REQUESTING I PROVIDE MY SSN?
For orders containing items made in China, or any orders over $2000, your shipping carrier might request your SSN for customs clearance. Please find more information here.
WOULD YOU LIKE TO RETURN ONE OR MORE ITEMS FROM YOUR ORDER?
All purchased items can be returned free of charge – including reduced items. If you would like to repeal your contract of purchase, you may choose one of the following two options: 1.) You have 14 days after delivery to repeal your contract of purchase in written form by sending us an email, a fax, a letter in the mail, or over the phone. We recommend that you use our cancellation form template. After sending us your cancellation form, please return the items within 14 days. 2.) Your repeal of purchase will automatically take effect if you return the items within 30 days. Please note that we can only accept returns from the country which the shipment was sent to. For more specific information, please refer to the "returns" section.
WOULD YOU LIKE TO EXCHANGE ONE OR MORE ITEMS FROM YOUR ORDER?
All purchased items can be exchanged within 14 days of receipt, free of charge - including reduced items. The exchange policy only applies if the items are in mint condition i.e., have not been worn, altered or washed and all tags have to be attached. Return/exchange shipments have to be sent using the service used for the original delivery (DHL or FedEx). Please be aware that we can only exchange an item for the same item in a different size. We can only accept exchanges from the country which the shipment was sent to.
ARE ALL ITEMS ON WEBSITE AUTHENTIC?
As an authorized online retailer we only sell authentic products, which are sent to you in their original packaging. In some countries, the website has even been rewarded a seal of quality from Google for their extreme reliability and first-class service.
STORE CREDIT OR PROMOTION CODE?
You can redeem your Gift Card or store credit at checkout once you have added your preferred items to the shopping bag. Your coupons are in your mail account. Enter this code in the "Promotion code" field at checkout. Please pay attention to the correct spelling of the code and make sure that it is intended for using in your country/currency.
WOULD YOU LIKE TO SUBSCRIBE TO OUR NEWSLETTER?
If you would like to subscribe to our newsletter you can register by entering your email address in the designated field at the bottom of our homepage. You will be redirected to the registration form by clicking "sign up". Please fill in your name, date of birth, and your preferred country and language. You can complete your registration to our newsletter by clicking on "complete registration". If you would like to unsubscribe, you may do so at any time.
WOULD YOU LIKE TO UNSUBSCRIBE FROM OUR NEWSLETTER?
You can unsubscribe from our newsletter at any time. In order to cancel your subscription, please click on "UNSUBSCRIBE" at the bottom of your newsletter. If you require further assistance, please contact our Customer Service Team.