Frequently asked questions

pre-orders and on order products

1. Q: How long does it take for pre-order products to arrive?

A: Pre-order products arrive within 20-21 business days after their release.

2. Q: Can I cancel my pre-order before payment is due?

A: Yes, you can cancel your pre-order anytime before payment is due.

3. Q: Is the arrival date of pre-order products guaranteed?

A: No, the arrival date is an estimate and not guaranteed.

4. Q: How long does it take for on-order products to arrive?

A: On-order products arrive within 20-21 business days after placing the order.

5. Q: Is the arrival date of on-order products guaranteed?

A: Most on-order items arrive within 20–21 business days. Please note that this is an estimate; while rare, technical or shipping delays can occur. If your shipment is delayed for any reason, our team will contact you immediately with an update.

6. Q: Do I need to pay in advance for pre-orders and on-order products?

A: Yes, we require minimum 50% advance payment for pre-orders and 50% advance for on-order products.

7. 6. Q: All the sourced products are original?

A: All products are 100% original, and if you receive a counterfeit product, you are eligible for a money-back guarantee.

returns and refunds

1. Q: What if I receive a damaged or incorrect product?

A: You can initiate a refund process within 2 business days of receiving the product.

2. Q: How do I initiate a refund?

A: Contact us with clear photos and a video of the parcel opening, showing the damage or issue.

3. Q: How long does it take to process a refund?

A: Refunds are processed within 4 business days of receiving the returned product or evidence.

4. Q: Do I need to pay for return shipping?

A: Shipping cost will be on us if the product was damaged or incorrect.

5. Q: Will I get a full refund?

A: Refunds are issued in the original payment amount, including shipping costs if the product was damaged or incorrect.

6. What is your refund policy regarding advance payments for on-order products?

A: Advance payments and booking deposits for pre-order or "on-order" products are non-refundable. Because these funds are used to secure your item specifically from our suppliers, we cannot offer a refund for changes of mind. However, we value your time and commitment. If your order faces an extensive delay and does not arrive within 90 days of the initial booking, you become eligible to request a full refund of your advance payment.