Transport

Orders are shipped 3-5 days after payment

Free shipping on orders over 60

The shipment says “delivered” but you haven’t received it yet. We ask you to wait up to 5 business days for your package to arrive. Sometimes couriers mark it as delivered too early and try to redeliver it, but the package ends up in a safe place on your property, or possibly at your neighbor’s.

  • If there is a high volume of packages in the network and we are aware of the delay, we reserve the right to classify this as “delayed”, otherwise we will provide a refund or replacement.

What we consider damaged:

  • Items damaged in transit – Clothing is wet, stained, torn, etc.
  • Parts of the order are lost due to the box/package being opened during shipping

If the item you received is damaged or missing, please contact us immediately. Submit photographic evidence of the tampered item.

What we do not cover:

  • Lost or redelivery fees for packages due to incorrect address information provided by you
  • Shipping delays
  • Orders are marked as incomplete or not shipped. This may be due to stock issues or shipping delays
  • Order stuck in customs – We are not responsible for customs delays. Please contact your chosen courier and pay the required customs fees. If you refuse to pay customs fees, we are not responsible for any return to sender charges and these will be deducted from your refund
  • If you request that the item be left outside of your possession and it is lost – this waives the right to make any claim under the carrier’s terms and conditions

How to submit a claim:

If your package is lost or damaged, simply click here and select “Premium Shipping Protection” under Contact Reason. A member of our customer service team will assist you within 24-48 hours.

We will continue to track your package and if it appears, we ask that you ship it back to us at your own expense.

By selecting Premium Shipping Protection, you agree to these terms.

We ask that you do not contact us to advise of the loss of your package until the stipulated time has passed for the package to be considered lost.

Premium Shipping Protection is non-refundable.

Our policy for unprotected packages:

We will follow the claims policy of your chosen courier to locate your package or consider it lost. This may take 6-8 weeks and is at the discretion of the courier.

If your package has a GPS location or photographic evidence that it was delivered to your property, a neighbor’s hands, or a safe place, we will not be responsible for a refund or replacement.