Refund and return policy
We build our own tracking system and it’s free of use. Each order we fulfull will have a tracking number and this will be uploaded in an email which the seller sends to the final customer.
The seller is responsible explaining to his customer how to track his order and on which platform, depending on the last-mile carrier.
To make sure we can quickly handle and solve any dispute, we appreciate it if you provide us
- Photos or videos of the damaged items
- Screenshots of the email about the dispute, stating name, date and content ( paypal, last-mile carrier )
We refund or resend in the following cases:
1. Product is damaged or send wrong
If the final customer claims an item is broken or send wrong, the seller can request a refund or reshipment within 7 days after delivery. Always make sure to provide enough evidence with a photo or a video.
2. Product is lost during transport
3. Delay of delivery
4. Marked as “delivered” but not received
We don’t refund or ship for free in the following cases:
1. Tracking information Alert
- Not picked up in time
- Incorrect address or insufficient address details
- Unknown recipient
- Refused
- No safe delivery location
*Important: the last-mile carrier normally tries to deliver within 1 to 3 times. If the customer is not at home, the package will be returned to the local office of the carrier and stored for 3 to 7 days. In this time the customer can pick up the package.
If the package is not claimed within this time by the customer, the package will go back to the senders’ local depot ( last-mile carrier ) When the package arrives in their depot, we can re-send it for a fee. Be aware that these re-deliveries can take time to process.