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FREQUENTLY ASKED QUESTIONS
Since your order has already been processed, it is normal that you receive your order in the next 12 to 20 days. However, there are countries or cities in which the delivery may be faster or slower. Please review our Shipping Info. If you have any additional question, please contact us.
Once your order is processed, in the next 72 hours you should receive your tracking number. If after that, you still don’t have your tracking number, please, contact us.
Many times the transport companies leave the order in the office closest to the customer’s address. We advise you to call with your tracking number and give your name and address to verify that it is there. If your order is not there, please contact us and we will follow your case.
In 98% of cases you will not have to pay customs, however, this depends on the legislation of each country. As our shipments are mostly made on a unit basis, it is very likely that customs will not be charged.
You can cancel your order during the first 24 hours. After 24 hours you will have to wait to receive the product and make the return. To cancel an order, please fill out this form.
You only can request a change during first 14 natural days since you receive the product. You have to request a change on this form completing all the information that is requested. Once we receive you request, one of our dedicated customer support will contact you with the address to where you have to send the item. Then, you have to ship the item to these address and send us back the tracking number. Once we receive the tracking number, we’ll be able to send you a new item with the characteristics that you need. Some times, you will have to pay the shipping, it really depend of which post email company you use.
After completing the form, customer support will contact you to provide the address to which the product should be returned.
The product must be sent through a postal system that allows tracking, tracking number must be provided to customer support to follow up. Once customer support receive it, we’ll be able to make the a refund or delivery a new product.
Our customers have the right to return the product within 14 natural days. This term will expire on the 14 natrual days of the day the product has been purchased by the customer. All items MUST BE returned in their ORIGINAL CONDITIONS, unused, unwashed, with all labels, including the protective hygienic band and without altering the original size of the packet. Damaged, soiled items, altered, will not be accepted for return.
Please, read our Return Policy to understand if you can return your item or not. Items that was on SALES promotion or purchased with a cupon code can’t be retourned. No refund requests will be accepted after 14 calendar days for any reason.
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