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FaQs. General Information
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How can I cancel my order?
You can cancel your order during the first 24 hours. After 24 hours you will have to wait to receive the product and make the return. To cancel an order, please fill out this form.
Why have I been charged a commission when I canceled the order?
Many times the bank or PayPal itself charges commissions for cancellation of orders. It is something beyond our control. You should talk to your bank.
How can I modify an order already made?
You can modify your order during the first 24 hours. After 24 hours you will have to wait to receive the product and make the change through the return form. To make a change, please contact us.
Why you refund part of what I pay?
It is very likely that one of the products you have selected is not available in the short term so we have to return the money for that product.
Why have you canceled my order and returned the money?
Your order may have been canceled for different reasons. Most commund reason are: Because our anti-fraud system has detected your purchase as very suspicious and you have not responded to the data required to verify your identity. Or because we can not process the order you requested.
When Will My Order Ship?
Why have I been charged twice?
If your payment has been declined and then accepted, there is a bing chance that your bank will retain the first charge for a few days. Unfortunately it is something that does not depend on us. We recommend you to contact your Bank. If you still have any doubt, please contact us and we will verify the case.
I have been charged an incorrect amount?
In most cases, this is because we charge in US dollars and the customer has his bank account or credit card in another currency and the bank applies a different exchange rate than the one we display on our website. Please check with your Bank.
I have requested a Refund and have not yet received it?
Refunds may take between 7 - 14 business days to be reflected in the customer's bank account. Mostly it depends on the bank issuing the card and the type of card. Credit or Debit.
Can I receive my refund in a different account?
We are not allowed to refund payments using a different method than the one originally used. Refunds can only be sent back to the original payment method used for the purchase. It's not possible to send a refund to a different payment method (e.g., another card or bank account). If a card has legitimately been closed, you can still perform a refund. Contact your bank or card issuer to arrange the funds to be retrieved.
What countries do you ship to?
How long does the shipments takes?
Where is my order / When do I receive my tracking number?
Why is my tracking number not updated?
Why have I received only one item from the total of my order?
Will I have to pay customs?
From where is my order shipped from?
It has been a long time and I have not received my order, what do I do?
Which is the shipping company or post-e-mail that will deliver my order?
Why is my package listed as delivered and I have not received it?
How can I change one or more items?
You can request and change during first 14 natural days since you receive the item following the steps of this form and we will verify the case. We don't receive changes request by email or chat. Please feel free to check our change and return policy on this link.
Can I change only one part of my item?
If your item or product is combined with more than one piece, like a bikini for example, unfortunately you can't change just one part. You will have to request a change for the entire Item.To request a change, please, send us a request on this form.
How is the change process?
You only can request a change during first 30 natural days since you receive the product. You have to request a change on this form completing all the information that is requested. Once we receive you request, one of our dedicated customer support will contact you with the address to where you have to send the item. Then, you have to ship the item to these address and send us back the tracking number. Once we receive the tracking number, we'll be able to send you a new item with the characteristics that you need. Some times, you will have to pay the shipping, it really depend of which post email company you use.
What items can I return?
Our customers have the right to return the product within 30 natural days. This term will expire on the 30 natrual days of the day the product has been purchased by the customer. All items MUST BE returned in their ORIGINAL CONDITIONS, unused, unwashed, with all labels, including the protective hygienic band and without altering the original size of the packet. Damaged, soiled items, altered, will not be accepted for return. Please, read our Return Policy to understand if you can return your item or not. Items that was on SALES promotion or purchased with a cupon code can't be retourned. No refund requests will be accepted by email, chats or any other method. No refund requests will be accepted after 30 calendar days for any reason.
Where do I send my returns?
After completing the form, customer support will contact you to provide the address to which the product should be returned. The product must be sent through a postal system that allows tracking, tracking number must be provided to customer support to follow up. Once customer support receive it, we'll be able to make the a refund or delivery a new product.
Do I have to pay for the return?
We will be responsible for shipping costs and product refunds that those products that meet the following conditions:
The buyer is responsible for a return and exchanges, if: