Due to the exceptionally high volume of orders and customer inquiries during the ongoing Black Friday promotions, our support team is currently operating under increased workload conditions.
To ensure we can assist all customers as efficiently as possible and minimize response delays, we kindly ask that you review the information below before contacting support.
1️⃣ Delivery Times
During the Black Friday campaign, all courier and logistics partners experience significantly increased parcel volumes across all regions.
As a result, delivery times may be extended beyond the standard estimates.
You can check our country-specific delivery approximations and return policy in the following article:
➡️ Delivery & Returns
Please note:
- Courier processing and transit times can vary between destinations and are influenced by the workload of local postal services.
- Once your order is shipped, you will receive a tracking link via email. Updates on this link may occasionally appear with a delay of several business days, depending on courier systems.
- Our team cannot influence courier delivery times or accelerate shipments once parcels have been dispatched.
- We are not responsible for delays caused by the global increase in shipping demand during this promotional period.
- If there are no tracking updates for more than 14 days, please contact our support team so we can initiate an investigation with the courier.
2️⃣ Order Status
- You will automatically receive an email confirmation when your order has been successfully placed, and a second email when it has been shipped.
- To review your order status at any time, please log in to your customer account and navigate to the “My Orders” section.
3️⃣ Invoices
- Invoices are automatically generated once your order is shipped.
- You can download your invoice from the shipping confirmation email, titled:
“Order XXXXXXX shipped — find your invoice below.” - Please ensure you check your email inbox and spam folder for this message before contacting support.
4️⃣ Modifications to Orders
- Customers can edit their shipping address within 15 minutes after placing an order via the "thank you" page + order status page
- After this time, no changes can be made.
- Please note that editing products, adding items, or merging orders is not possible.
5️⃣ Stock Updates
- If a product is currently unavailable, you can select “Notify when back in stock” to receive an automatic email once it becomes available again.
- Due to fluctuating demand during the Black Friday period, we cannot provide estimated restock dates or reserve products that are out of stock.
6️⃣ Replacement Vouchers & Discount Codes
- During the Black Friday promotion, replacement vouchers and discount codes cannot be applied due to system restrictions and T&C when provided .
- Once the promotional period ends, these codes will become valid and usable again.
We appreciate your understanding and cooperation during this busy time. By reviewing the above information, you might find the answers to your inquiries without needing to submit a ticket. This helps us serve all customers more efficiently.
Thank you for your patience and support!