What you should know before making a claim
1. Adding items to your order
If your order hasn’t been shipped yet, you have two options:
- Place a second, additional order: Choose this if you want to keep your current items and simply add more.
- Cancel the current order and place a new one: Do not choose this option if:
- The product you want to add is from a different seller (this will always generate a separate order).
- Your initial order has already been shipped.
2. Removing items from your order
- If your order has not yet been shipped: You can request to cancel specific items. You will be refunded for the items and associated shipping costs (unless free shipping was applied).
- If your order has already been shipped: Cancellation is no longer possible. We recommend refusing the parcel upon delivery.
Warning: If you refuse the delivery, the seller reserves the right to deduct the return shipping fee from your refund in accordance with the right of withdrawal.
3. Changes to personal information (Recipient or Address)
- Change of Recipient: Whether your order is being prepared or has been shipped, the new recipient's name will be passed on to the carrier.
- Change of Delivery Address:
- Before shipping: Acceptance depends on the carrier's policy and whether there are extra costs. If the change is refused, you may cancel the order and re-order using the correct address.
- After shipping: We will forward your request to the carrier. If they cannot accommodate the change and the delivery fails, you will be notified via email or SMS regarding the next steps.
How to make changes to your order
If you would like to change your order, please follow these steps:
1. Sign in to your customer account.
2. Click “ACCOUNT” and then “My orders” to find the order in question.
3.Click on the order, then on the “Get help” section, and follow the instructions to confirm your request.
The seller will respond via email within 48 working hours. Please check both your inbox and spam folders during this time.