FAQ

Shopping and ordering

My order is a gift, do you offer gift wrapping?
We currently don’t offer a gift wrapping service.

Do you offer gift cards?
We currently don’t offer gift cards, but we may add them in the future.

Can I leave a note with my order for the receiver or deliverer?
Notes left with an order are used internally and cannot be forwarded to the receiver or delivery carrier.

Is it possible to get specific samples with my order?
Unfortunately, we are unable to guarantee specific samples with your order.

I forgot to use my discount code, can this be adjusted manually?
We are unable to manually apply a discount code after an order has been placed. If your code is still valid, you can use it on your next eligible order.

My payment got declined, but a payment has been reserved on my card. How can this be solved?
Declined or pending payments usually disappear automatically depending on your bank. If the payment remains pending, please contact your bank or payment provider.

Shipping

How long will it take before I receive my order?
We do our best to process and ship your order as quickly as possible. Orders are normally processed within 1–2 business days after payment confirmation. Delivery times depend on your destination and the shipping method selected at checkout.

Are shipping costs charged?
Shipping costs are calculated at checkout and depend on the destination, package weight, and available shipping method.

Will my order be shipped with tracking information?
Yes. Once your order has been shipped, you will receive tracking information at the email address provided with your order.

Can I choose a carrier to ship with?
When different shipping options are available for your destination, they will be displayed at checkout. In some cases, we may need to use a different carrier due to operational reasons or delays.

My order is returned to sender.
Customers are responsible for providing the correct shipping address and receiving their order. If your order is returned because of incorrect or incomplete address information or unsuccessful delivery, additional shipping costs may apply if you would like the order to be resent.

My order is delivered, but I haven’t received it.
Please check around your delivery location and with neighbors or anyone who may have received the package on your behalf. If you still cannot locate your order, please contact us so we can assist you.

My order is delivered, but my product is damaged.
We are sorry to hear that you received a damaged product. Please take photos of the damaged product, package, and shipping label and contact our customer service team.

My order is delivered, but a product is missing.
We are sorry to hear that you did not receive all products. Please take photos of the package, shipping label, and products you received and contact our customer service team.

Returns and refunds

I want to return my order, how do I do this?
If you are not satisfied with your order, you can contact our customer service team within 14 days of receiving it. Products must be returned unused, unopened, and in their original condition and packaging.

Is a return at your own expense?
Yes. Unless the product arrived damaged, defective, or incorrect, return shipping costs are the customer's responsibility.

Can I keep the free gifts when returning items?
If your order included a free gift based on a minimum order amount, the gift must also be returned if the remaining order value no longer meets the required amount.

I am not satisfied with my product.
Unfortunately, opened or used beauty, skincare, personal care, and similar products cannot be returned for hygiene reasons. Products must remain unused and in their original condition to be eligible for return.

For full details, read our shipping policy and return and refund policy, or contact our team.