QUESTIONS & ANSWERS
Frequently asked questionsPlacing an order
Q : Is ordering online secure?
A : YES! All purchases in our website are guaranteed maximum security!We host the store on Shopify Inc., which will protect users’ payment security.
Q : How do I place an order?If you wish to place an order, please just proceed as follow:
A : - Add any item you would like to buy to the basket (select size/colour and click on ADD TO BASKET).
- Once all products you want to buy have been added to the basket, please click on the basket (on the top right of our page) and choose delivery option.
- Click on PROCEED TO CHECKOUT.
- Please fill in all required information for delivery IF YOU ARE A NEW CUSTOMER and finish your order by selecting payment.
So automatically your account has been created and you can always log in to MY ACCOUNT by using your e-mail and chosen password. You will also receive an order confirmation as well as any details regarding your order per mail.
Q : How do I view what´s in my shopping basket?
A : To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.
Q : How do I add items to my basket?
A : To add an item to your basket, you just need to type the desired quantity and click on the ADD TO BASKET button. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. You should see the price updating accordingly.
Q : How do I remove items of my basket?
A : To remove an item from your basket, please click on the basket icon in the top right of our page. Then click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.
Q : How do I change the quantity of a particular item in my basket that I want?
A : To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.
Q : Why is the item in my shopping basket not longer available at the checkout?
A : The selection on our site is live and reflects what is in stock at that moment. Adding an item to your basket does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your basket.
Q :Why is the item that I had in my shopping basket yesterday no longer on sale today?
A : Your shopping basket does not secure sale prices for you. If you place an item in your basket at a sale price, the price will change once the sale has expired. We recommend you to place your order as soon as possible.
Q : How will I know if you have received my order?
A : Once you´ve completed the checkout process, a receipt will appear on your screen detailing your final order total, your shipping address, and the purchased items. You can print this receipt for your reference.
You will also receive an order confirmation per e-mail and you can also find all order details by logging in to MY ACCOUNT by using your e-mail and chosen password.
Q : Will you tell me when my order has been dispatched?
A : YES! Once your order has been dispatched, you will receive your tracking information per e-mail. You can also always find all information regarding your order by logging into MY ACCOUNT.
How do I know if an item is available?We offer a great range of items, most of them are in stock in our logistic centre and others must be ordered on demand. When selecting an item, there will be a delivery date shown. If the item is in stock, you will find the information directly next to the delivery date. The delivery date is calculated by product availability and shipping time. Thus, the delivery date is calculated by our experience with each supplier and chosen delivery company. If you order several items in one order, the delivery date will be calculated by availability of all of them.
Please keep in mind that the delivery date is only a reference, as it is determined to product availability, the delivery service chosen, as well as payment. The estimated delivery date doesn´t take into account weekends and local public holidays. We do our best to comply to the given delivery dates and will inform you immediately if despite our efforts your order will suffer any changes or delay. We kindly apologize and appreciate your patience.
Q : I can´t find the buy button for the selected item
A : If you cannot find the ´buy button´ for the selected item, the product might currently be out of stock, no longer available or we might not be able to deliver the item to your country. Please do not hesitate to contact us at any time, we may be able to help you in finding your perfect item!
Shipping and delivery
Q : What is My Account and what can I do there?
A : In MY ACCOUNT you always have access to all your orders, correspondence with us, returns, and you can change any preferences of your newsletters, contact us directly or rate your bought items to obtain CoINNs.
When placing an order, your account will be automatically created and you can always log into MY ACCOUNT by using your e-mail and chosen password.
Q : Can I change my delivery address after I have placed my order?
A : YES! You can change your delivery address if your order has not yet been shipped. To modify your address, log in to your account, select the order and click on Edit shipping address. We strongly recommend you to update your address in your account before you order as delivery and invoice addresses cannot be changed once an order has been shipped.
Q : How can I track my order?
A : Once the items are ready to be shipped, we will send you an e-mail to notify you that your parcel has been dispatched. The e-mail includes a link to the shipping company website. From there on, you will be able to track the status of your order. You can also check your order´s delivery status in your account.
Q :To which countries do you ship to?
A : Worldwide! If your country cannot be selected as delivery country on the left top of our site (shipping to), please contact us. We will happily double check if we are able to ship to your country. Please keep in mind, that a few of our brands are not authorized to be sent to particular countries.
Q : How do I track my order?
A : Once your order has been shipped from our warehouse, you will receive an email to let you know that your package has been shipped and is on its way to your home or pickup point. In the email we will include a link with which you can track the package and you can see at all times where your order is. In addition, in MY ACCOUNT, in the section My orders, you also have detailed information and a link to Shipment tracking. Additionally, you will find here the contact details of the shipping companies in case you need to contact them.
Q : How much costs the delivery?
A : Our shipping fees depend of the country where the package is shipped and the volume and weight of the items. Shipping costs are calculated according to the weight and volume of each order. Every time you add a product to the shopping cart, the shipping costs change automatically. This way you can check in the shopping cart the total price of the items and choose the shipping method you prefer. Shipping cost and delivery time vary depending on the carrier you choose. We currently do not offer free shipping.
Q : How will my parcel be delivered, by wich carrier?
A : When placing an order, you can choose your delivery option once you have added all items to the basket. We will ship your order with the selected courier service and you will receive all the tracking information by email.
You can also always find all information regarding your order by logging into MY ACCOUNT.
Q : What happens if I am not at home when my delivery arrives?
A : If there is nobody to receive the parcel, the driver will either attempt a new delivery, deposit your parcel at a neighbor or take your parcel to be securely held at the local Post Office or Depot.
If you have not received your parcel, the driver may have left a delivery notice stating the location of your parcel. Please follow the instructions left by the driver.
You also can contact the courier to have more details about your parcel
