FAQ – Frequently Asked Questions
We do not accept returns. We have this policy in an effort to protect the safety of our employees, save you the hassle of re-packing/shipping items and to reduce the environmental impact of shipping the same item multiple times. We recommend checking product packaging, details and reviews of an item before purchase.
If you are not satisfied with an unopened, undamaged item, we encourage you to pass it along to someone who may be interested in it or donate it to an appropriate person or organization, after submitting your request for a refund.
We follow strict packing processes and utilize effective materials to ensure your items stay protected on their way to you. Unfortunately, ship happens and it’s possible that your package might incur damage during shipment. In some rare cases, an item may be defective.
If you receive a damaged or defective item in your order, please request a refund or replacement (you can do it online with just a few clicks!) and wait until your request is approved before discarding any damaged boxes, packaging, or products, as we may request pictures of any damages to help in the processing of your request.
Pictures of the damaged product or order in the condition it was received help our packing teams improve. If any additional information is required to process your request, we will contact you by email.
If your order is missing an item, it may have shipped separately from a different fulfillment center and arrive in a different box at a later date. You can track each package and see which products were shipped in each box.
If all boxes for your order have been delivered and an item listed in the enclosed packing slip is missing from your order, you can request a refund or replacement with just a few clicks at our Online Service Center.
If you received an incorrect item in your order, please contact us. If the product you received is similar to the product pictured online, you may have received an updated version of the product with a new label and/or similar name. We may request pictures of the product you received to help in the processing of your refund or replacement request.
If your order is placed while logged into your account, there is a very limited window of time, approximately 15 minutes from the time the order was placed, in which you are able to cancel it or make specific changes, including removing items and/or changing your shipping address and method by visiting the My Account page. Note that you cannot add items to your order once it has been placed.
Once the limited window of time has passed, an order cannot be modified, even by our team.
For orders placed using Guest Checkout, no changes or modifications can be made.
We follow specific protocol, including conducting frequent inventory checks, to ensure we’re delivering you the freshest items possible. In the unlikely event that you receive an item that’s expired, please contact us directly so we can solve the issue and investigate the inventory of the item in question.
If your order status or tracking details show that your package was delivered, but you can’t locate it, we recommend waiting at least 24 hours before taking action, as order status or tracking details may sometimes be changed ahead of a package’s delivery. Once that time has passed, try the following:
- Look for a notice of attempted delivery.
- Check nearby spots where the package may have been left.
- Ask a neighbor if they accepted a delivery on your behalf.
- Verify the shipping address on your order to ensure it was correct.
If you’ve followed the above steps and your package still cannot be located, please contact us directly so we can help.
Tips for protecting your packages from theft:
- Ship to a secure location.
- Track your package so you know approximately when it will arrive.
- Join up with your neighbors to look out for each other’s deliveries.
- Install a doorbell or security camera.
- Consider purchasing a secure package locker or box for your porch.
Pre-ordering lets you purchase your favourite Products without waiting for flash sales.
You may order number of products of each 5 per pre-order.
Pre-orders will be shipped within 5 days after payment.
Yes. If you add regular products to your pre-order, your entire order will be shipped when the pre-ordered products are ready (within 5 days). The pre-ordered products will be clearly marked in your Orders page.
COD option is not available for pre-orders. Please prepare your payment information (credit, debit, Netbanking, online wallets, etc.) ready before placing pre-order.
No, you cannot change your delivery address once you have placed your order. Please make sure you have filled in the correct delivery information.
No. In the event of product price adjustment prior to delivery, the price of paid orders will not be affected.
Yes, you may cancel your pre-order before it is shipped.