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Order Processing

1. Can I make changes to my order items after I have received the order confirmation via email?

No. Changes cannot be made to a confirmed order. The confirmed order has to be cancelled and a new order be placed.   

2. Does my order include duties and taxes? 

All orders DO NOT include duties and taxes. Your order may incur these charges if your country imposes duties and taxes on goods arriving into your country. 

                
3. If I purchased an item before a promotion starts but is due to receive it only after the promotion is running, am I entitled to the promotion’s benefits?

No. Orders are processed at the point of our receiving them, hence, items would be charged at the price as at the moment of sale, regardless of the delivery date.   

4. How do I know if I have placed my order successfully?

If your order has been successfully placed, you would receive an autogenerated email confirmation with your order number, order date, a summary of your order items and a shipping address within minutes.  

Please ensure that you have provided us with a valid email address.

If you do not receive your confirmation email within a few minutes of placing the order, please check your spam folder, in case the confirmation email got delivered there instead of your inbox. 

Alternatively, you may log in to your account and check under your Orders. 

5. How do I check the status of my order? You may check your order statuses via these simple steps.

Step 1: Login to your account by keying your username and password.                           

Step 2:  Click on Orders.                                                                                         

Step 3:  Click on Order Details and search via the order number and order date of your order.

The glossary below explains the different statuses for your order.

 

Storefront Order Status
Being Processed We are processing your order.
Shipped Your order is being delivered.
Cancelled Your order is cancelled.
Failed Order unsuccessful, please place your order again.

 

 

 

 


 

6.    Can I cancel my order and be refunded? 

Yes. Please refer to the Returns and Refunds section.

7.   Would my recipient be receiving an invoice together with the order item(s)? 

For customs declaration purposes, a commercial invoice would be included.