Policies & Customer Support

Overview: We respect your privacy and are committed to protecting your personal data. This policy explains what information we collect, why we collect it, how it's used, and your rights.

Information we collect

• Account data: name, email, hashed password, phone number (if provided).
• Order & transaction data: items purchased, billing & shipping addresses, order history and payment method metadata (we do not store full card numbers).
• Device & usage data: IP address, browser/OS, page views, and analytics for improving the site.
• Marketing & preferences: newsletter subscription status and marketing preferences.
• Support interactions: transcripts and attachments you send to support for order/issue resolution.

How we use your data

We use data to: process orders, communicate updates, detect fraud, improve products and services, comply with legal obligations, and, where permitted, occasionally personalize marketing communications. We do not sell your personal data to third parties.

Legal bases & retention

We process data on legal bases including contract performance (to fulfil orders), legitimate interests (fraud prevention, analytics), and consent (marketing). We retain order data for as long as required for legal, tax or audit obligations (typically 7 years for accounting), and anonymize or delete data when no longer needed.

Third parties & transfers

We may share data with:

• Payment processors and banks (to complete transactions).
• Shipping carriers (to deliver orders and provide tracking).
• Analytics providers (aggregate usage data).
• Legal or regulatory authorities when required by law.

Where third-party processors are outside your country, we rely on standard contractual clauses or appropriate safeguards.

Your rights

• Access: request a copy of your data.
• Correction: update inaccurate information.
• Deletion: request erasure, subject to legal/accounting requirements.
• Portability: receive your data in a common format.
• Objection: opt-out of certain processing activities such as targeted marketing.

Cookies & tracking

We use essential cookies to keep your session and cart, and optional cookies for analytics and advertising. You can control cookie settings via your browser and our cookie preference center (if presented on first visit).

Security

We maintain technical and organizational measures — TLS encryption, restricted access, password hashing, regular backups and monitoring — to protect your data. No system is 100% secure; in case of a breach we will follow applicable notification rules.

Contact

Contact Us

Summary: We accept returns for most items within a 30-day window from delivery for a full refund to your original payment method or store credit. Some exceptions apply (see below).

Eligibility & process

1. Contact support to start a return: include order number, item(s), reason and photos if damaged or incorrect.
2. We'll issue a Return Authorization (RA) and instructions. Pack items in original packaging if possible.
3. Ship using the carrier indicated by our returns portal. We may provide a prepaid label for certain returns.
4. Once we receive and inspect the item, we will process the refund within 5–10 business days.

Conditions

• Items must be in unused, resalable condition (unless defective or damaged).
• Final sale, perishable, personalized/custom goods, and opened hygiene items cannot be returned unless faulty.
• If the reason is our error (wrong item, damaged), return shipping is free. Otherwise, return shipping may be deducted from the refund or paid by the customer.

Refund timeline

After we accept the return: refunds are processed to the original payment method. Bank/issuer clearing times vary (typically 3–7 business days after processing). For store credit, value is issued immediately upon acceptance.

Exchanges & replacements

If you want an exchange (size, color), include this request when opening the return. If the replacement is in stock we can often ship immediately after receiving the return or ship the replacement first at our discretion.

Damaged or missing items

Report damaged, missing, or incorrect items within 7 days of delivery with photos. We will investigate, issue replacement or refund, and may require carrier claim details.

International returns

International customers are responsible for return shipping unless otherwise stated. Customs, duties and taxes are generally non-refundable unless the item is faulty or we caused the error.

Shipping options: We offer multiple shipping tiers: Standard, Expedited, and Express. Available options and carriers depend on the delivery address and item dimensions/weight.

Estimated delivery windows

• Domestic Standard: 3–7 business days
• Domestic Expedited: 1–3 business days
• International Standard: 10–20 business days (varies by country)
• International Expedited: 5–10 business days

Shipping rates & free shipping

Rates are calculated at checkout based on weight, dimensions and destination. Promotional free shipping thresholds may apply for specific regions. Offers for free shipping are displayed at checkout and are subject to change.

Customs, duties & taxes

For international shipments, customs duties and taxes are determined by the destination country. Unless otherwise stated, recipients are responsible for import fees. We advise customers to check local import rules.

Tracking & notifications

Once your order ships we send an email with tracking. Use the carrier tracking link to monitor progress. If you do not receive tracking within 48 hours of shipment, contact support.

Lost, delayed or damaged shipments

If your package is missing or damaged on arrival, contact support within 7 days with photos and tracking details. We will coordinate with the carrier to file a claim and will assist until the issue is resolved.

Address changes & failed deliveries

Changing an address after shipping may not always be possible. Failed delivery attempts may result in additional fees or return-to-sender; you will be notified and may be responsible for reshipment costs.

Bulk orders & wholesale shipping

For large or wholesale orders we offer custom shipping quotes and logistics support. Contact our sales team for a dedicated quote and preferred carrier options.