Most of our customers usually have this questions. In order for us to provide you better services and customer support, please check if this questions answer your doubts and if none of them works for you, feel free to contact us.
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.
Please noted that all sales of Face Masks are final.
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.
Do you have wholesale discounts?
Yes, we make major discounts for large orders. Please contact us and we will respond as soon as we can.
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.
Why have I been charged for shipping?
There are some very specific countries, mainly islands or those with very extensive customs checks in which we are forced to charge shipping.
What countries do you ship to?
We ship worldwide; you can check the list of countries in this link.
How long does the shipments takes?
Where is my order / When do I receive my tracking number?
Once your order is processed, in the next 72 hours you should receive your tracking number. If after that, you still don't have your tracking number, please, contact us.
Why is my tracking number not updated?
Unfortunately, the tracking number is not updated in real time and can take several days to update their status.
How can I get my tracking number?
If after 72 hours since we confirmed that your order had been processed, you have not received your tracking number, please contact us.
Why have I received only one item from the total of my order?
Because we work with different suppliers, if your order contains items that are not together, you will receive them separately. This also has the advantage that in most cases it will not go through customs.
My tracking number does not work, what do I do?
If your tracking number does not work, wait 48h and check it again, remember it is not updated in real time. If it still does not work, please contact us so we can request a new one from the transport company.
From where is my order shipped from?
Orders are shipped from Asia and Europe. In some cases from the United States and Mexico.
It has been a long time and I have not received my order, what do I do?
Many times the transport companies leave the order in the office closest to the customer's address. We advise you to call with your tracking number and give your name and address to verify that it is there. If your order is not there, please contact us and we will follow your case.
Which is the shipping company or post-e-mail that will deliver my order?
Orders are delivered through local transportation companies. We ship the order from our warehouses in Europe, Asia, the United States or Mexico by ordinary mail, when you arrive in your country, you receive the ordinary postal mail from your country and these are the ones that are responsible for delivering it.
Why is my package listed as delivered and I have not received it?
Many times the order is in the nearest post office. Generally the information appears in the status of your tracking number. Please contact the postal office and give them the following information: Tracking ID - Full Name - Address.
Will I have to pay customs?
In 98% of cases you will not have to pay customs, however, this depends on the legislation of each country. As our shipments are mostly made on a unit basis, it is very likely that customs will not be charged.
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.
Changes and Returns
How can I change one or more items?
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 14 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 14 natural days. This term will expire on the 14 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 14 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:
- Products with manufacturing defects that make it impossible to use (does not include defects in measurements, color or differences in patterns of pattern designs)
- That the product received is totally different from the order. (Requested item A Received Item B)
- The size sent is not the same as the requested one. (Customer requests size S and the product received is labeled with size M)
The buyer is responsible for a return and exchanges, if:
- The product does not meet customer expectations.
- The selected size does not fit the customer's measurements
- Customer simply want a change for another product or return it.
In these cases, if the customer requests a refund of the amount paid for the product, we may choose to make a return of 25% of the value of the product in exchange for the customer to stay with him, thus avoiding possible shipping costs and customs for the same.
Where we are located?
Our offices are in the United State, Asia. Our warehouses in Asia, United State, Euro and Mexico.