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Questions & Answers
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CONTACT INFORMATION
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Orders and Returns
Shopping Information
Delivery charges for orders from the Online Shop?
Shipping costs depend on the delivery country, shipping method and the total weight/value of your order.
The exact delivery charge will be shown at checkout before you confirm and pay for your order. For some destinations we offer free shipping over a certain order amount.
How long will delivery take?
Delivery time depends on your location and the shipping option you choose:
Standard shipping: usually 3–7 business days within the same country.
International shipping: usually 7–15 business days, depending on local customs and carriers.
You will receive a tracking link as soon as your order has been shipped so you can follow its progress online.
What exactly happens after ordering?
After you place an order:
Order confirmation – You receive an email confirming that we have received your order.
Processing – We prepare and pack your items in our warehouse.
Shipment – Your parcel is handed over to our delivery partner.
Tracking – You receive a shipping confirmation email with a tracking number.
Delivery – The carrier delivers your parcel to your chosen address or pick-up point.
Where can I view my sales receipt?
Your sales receipt is:
Attached to your order confirmation email, and
Available in your account under “My Orders” (if you created an account at checkout).
If you cannot find it, please contact our customer service and we’ll resend it to you.
How do I add a gift receipt to an order?
During checkout, you can:
Select the option “This order is a gift” or “Add gift receipt” (where available), and
Add a personal message if you wish.
The gift receipt will not show prices but can be used for exchanges or returns. If you have already placed your order, please contact customer service as soon as possible to see if we can add a gift receipt before shipping.
How long do I have to return an order?
You can return most items within 30 days from the delivery date, provided they are:
Unused and in their original condition, and
Returned with all tags, labels and original packaging.
Some items (for example, personalized products or hygiene-sensitive items) may be excluded from returns according to our return policy.
Payment Information
How is the recipient reimbursed?
Once we receive and approve your return, the recipient will be reimbursed:
Preferably via the original payment method, or
As store credit / voucher if the original method is not available or if the recipient chooses this option.
We will send a confirmation email as soon as the refund has been processed.
Can I be reimbursed through the original payment method?
Yes, in most cases refunds are issued to the same payment method used for the original purchase (for example, credit card, PayPal, or other online payment).
Please note:
Depending on your bank or payment provider, it may take 3–10 business days for the refund to appear on your statement.
If the original payment method has expired or is no longer valid, we may offer an alternative (such as store credit or bank transfer).
Can the country receiving the shipment be different than the country of purchase?
In many cases, yes, but there are some restrictions:
We can only ship to countries that are listed as available in our shipping options at checkout.
Prices, taxes, and delivery times may vary depending on the delivery country.
Additional customs duties or import taxes may apply for international shipments, which are usually paid by the recipient.
If the desired delivery country is not available at checkout, we are unfortunately unable to ship there at this time.
How can I return an item?
To return an item:
Log in to your account and go to “My Orders” (or use the link in your order email).
Select the order and click “Return item(s)” or “Request a return”.
Choose the items you want to return and the reason.
Print the return label (if provided) and pack the items securely in the original packaging.
Drop off the parcel at the indicated drop-off point or arrange a pick-up, depending on the carrier.
Detailed return instructions are included with your order and on our Returns page.
Will I receive the same product that I see in the picture?
Yes, all products are intended to match the photos shown on the website.
However, please note that:
Colors may look slightly different due to lighting conditions or screen settings.
For handmade or natural products, small variations in pattern or texture can occur and are part of their unique character.
If you feel the product does not match the description or images, please contact us and we will be happy to help.
Will you restock items indicated as “out of stock?”
Many items that are marked “out of stock” are restocked regularly, especially our core products.
If restocking is planned, you may see an option to “Notify me when available” – you can leave your email and we will contact you as soon as the item is back.
Limited editions or seasonal items may not be restocked once they are sold out.
If you have a question about a specific item, please contact customer service with the product name or reference number.
