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Order processing

Orders are normally prepared and dispatched within 1-3 business days after payment is accepted. Weekends, public holidays, pre-order dates and events outside our reasonable control may extend this period. If we cannot fulfil an order, we will contact you using the details supplied at checkout.

Once your order has been dispatched, we will send a shipment confirmation with tracking information. Tracking may take up to 24 hours to show its first update.

Shipping charges

Standard shipping is free when the discounted merchandise subtotal is USD 250 or more. Taxes, duties, gift cards and shipping charges do not count toward the threshold. Orders below USD 250 are charged the rate shown at checkout for the selected destination and service.

Delivery timing

The estimated delivery window shown at checkout begins after dispatch and is an estimate rather than a guaranteed arrival date. Unless a longer period is clearly agreed with you, orders will be delivered within 30 days after the order is accepted.

Duties and import taxes

International orders may be subject to import duties, taxes, customs charges or carrier handling fees. Unless checkout expressly states that these charges are included, they are collected by the destination country or carrier and are the recipient's responsibility. Refusing a parcel because of unpaid import charges is treated as a return; any non-recoverable duties, return shipping or carrier charges may be deducted from the refund where the law permits.

Address changes and failed delivery

Check your delivery address carefully before placing an order. Contact us immediately if a correction is needed. We cannot guarantee changes after fulfilment has started. If an order is returned because the address supplied was incomplete or incorrect, or because delivery was not accepted, the reasonable cost of return and reshipment may be charged to the customer unless the failure was caused by us or the carrier.

Lost, damaged or incorrect orders

If tracking has not updated for an unusual period, the parcel arrives damaged, or you receive the wrong item, contact us through the Contact page as soon as possible with your order number and supporting photographs where relevant. We will investigate with the carrier and, where the issue is confirmed, arrange an appropriate replacement or refund at no additional cost to you.