Frequently Asked Questions
- To access your account, Click on “MY ACCOUNT” buton on the Top Right Menu of any page;
- Enter the email address you registered your account with or your customer number (this will be printed on your delivery note or statement).
- Enter your password.
- Click ‘Sign in’.
If you have forgotten your password, you can view your ‘password hint’ or reset it from the My Account screen by clicking ‘Forgotten Password’.
If you choose to reset your password, you will receive an email containing a temporary password. Use this to log in to your ‘My Account’ and change your password by clicking on ‘Change Details’ and then ‘Sign in details’ on the left-hand side of the page. You may need to check your Junk/Spam folder for the password reset email.
If you are still having problems, please contact us at firstname.lastname@example.org
You can pay for your order at the time of purchase by clicking pay by credit/debit card or by using Paypal.
It is important that your personal account details are up to date so we can keep in contact with you.
Log into ‘My Account’ and Select ‘update Details’ from the menu on the left-hand side Then choose to change your ‘contact details’.
You can change your name, email and delivery address and you can add an alternative or additional delivery addresses that you can pick when paying for new items in the future,
We’re very sorry you’re thinking about leaving us, please contact us if anything we can do to change your mind.
In order for us to close your account, please contact us by email at email@example.com and we’ll delete your contact details from our database permanently.
PLACING AN ORDER
Placing an order is easy!
Step 1. Browse and shop for items you want on the website
Step 2. Add them to your cart and proceed to checkout
Step 3. Fill in your details and pic your payment option
Step 4. Submit and wait for your email confirmation,
In case you have not received a confirmation email after a successful checkout, check your spam folder, if not received, no worries , contact us at firstname.lastname@example.org and we’ll check it for you.
Once you place an order and your payment has gone through successfully, you’ll receive a confirmation email within 1 hour, which will include all items you have purchased and estimated delivery dates when calculated.
Make sure to use a correct email address on your order so you can receive the email, and make sure you are checking the correct email address not a secondary one.
If you still can’t find the email, at the correct email address, and after you’ve given it some time, please check your spam folder and add our email sender to your contact list.
At the end, if you can’t find it at all, please signin to your account and select ‘Orders’. Although the details may not instantly be there to view, they will appear within 2 hours of ordering.
Our order process is super fast, so make sure to cancel your order before we process it. Or contact us it might be a delayed items, these are the only cases we accept canceling your orders.
To cancel delayed items, log into your account and select ‘Orders’ and click on cancel button next to your order.
If you’re unable to cancel the order, please return it back to us for a full refund.
You can either pay using :
- Your Credit card: you can pay using your credit card, payment is processed securely through the international payment gateway Stripe.
- Your paypal account: you have to sign in to your paypal account during the checkout and validate your payment.
RETURNS AND REFUNDS
For more details on return policy and options please visit :
- Our Return and refund policy
- Arrange a return
These links can be updated regularly according to the available options for our customers.
For more details on refund policy and options please visit this link refund policy.
In most cases we send a confirmation email when a refund request has been processed and when accepted another email containing the ARN (Acquirer Reference Number). Please allow the timescales to receive your refund and check with your bank using the ARN.
On your account, RMA requests section, you will see a short description of any items you have returned, the date we processed the return, the item number, the size, the invoice number.