FAQs

ORDER & SHIPPING

HOW DO I KNOW IF MY ORDER WAS PLACED SUCCESSFULLY?

Once your order is completed, you will automatically receive a confirmation email with all your order details.

When your order is shipped, you will receive a tracking link. You can follow your package at any time through our Track My Order page (available in the menu). Simply enter your order number and email address to view real-time updates.

WHERE DO YOU SHIP?

We currently ship to the Canada, Mexico, United States, and Africa.
Delivery times and shipping costs vary depending on the destination and will be displayed at checkout.

WHEN WILL MY ORDER ARRIVE?

An estimated delivery time will appear at checkout based on your location.

On average, orders are delivered within:

Please note that these timelines may vary depending on local customs, courier delays, and peak seasons.

RETURNS & REFUNDS

HOW DO I RETURN AN ITEM FOR A REFUND?

You have 15 days from the delivery date to return an item.
To be eligible for a refund, the item must be unused, undamaged, and returned with all original packaging and protective seals intact.

* Return shipping costs are the responsibility of the customer, unless the item received is incorrect, damaged, or defective.

Once your return is received and inspected, your refund will be processed within 2–5 business days to your original payment method (shipping fees are non-refundable).

RETURNS POLICY – SUMMARY

Eligibility:
• Item must be unused, undamaged, and returned with all original packaging and protective seals intact.

Return Process:

1. Request a return: Contact our support team within 15 days of delivery. Provide your order number and reason for return.

2. Repack the item: Use the original packaging to avoid damage during transit.

3. Ship the item: Use a tracked shipping service. We are not responsible for returns lost in transit.

4. Inspection & Refund: Once approved, refunds are issued within 2–5 business days.

Damaged or Defective Items:
If your item arrives damaged, incorrect, or defective, contact us immediately. We will arrange a replacement or refund at no extra cost.

TRACKING & ORDER ISSUES

HOW DO I TRACK MY ORDER?

Once shipped, you can track your parcel through our Track My Order page.
Simply enter your order number + email to see the latest tracking updates.

MY PACKAGE SHOWS “DELIVERED” BUT I DIDN’T RECEIVE IT

If no one is available at the time of delivery, the courier may leave your package in a safe location (mailbox, porch, building concierge, or with a neighbor).
Please check around your property first.

If after 10 business days you still cannot locate your package, contact our support team with:
• Full Name
• Order Number
• Email Used for Purchase
• Shipping Address

We will assist you in opening an investigation with the courier.

MY PROMO CODE OR GIFT CARD ISN’T WORKING

• Make sure the code is valid for the items in your cart
• Gift card codes must be entered separately
• If you signed up by email, the code is sent to your inbox — check Spam/Promotions if not visible

If you’re still having issues, send us a screenshot and our support team will be happy to assist.

 

 

💬 Still need help?
Contact us through our Contact Us page or via email at: contactoudea@gmail.com