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Resolution Policy

Package: Lost, Seized or Returned

Updated over 2 weeks ago

Clients not excluded from the list below, are entitled to select between reshipment or reimbursement in the form of store credit in the following situations. In order to receive store credit, it is necessary to register an account. This credit does not have an expiration date.

Seized

You have received a notification of seizure from customs. Please provide a clear image of the letter when contacting our support team.

Lost

Packages are considered lost only after the designated number of business days (Monday - Friday) since the last tracking update, not order date, depending on the warehouse.

  • India: 30 business days

  • USA: 20 business days

  • UK: 20 business days

  • EU: 25 business days

Returned

Packages that are returned by customs only, as indicated by tracking updates. Does not apply to packages that are returned due to client error, such as:

  • Unrecognized recipient on shipping address

  • Unauthorized recipient during delivery

  • Incorrect or unrecognized shipping address

Excluded Countries

We extend our services to the following countries; however, they are not eligible for resolution in the event of package seizure or loss (before customs clearance):

  • Africa

  • European Union (EU) or European Economic Area (EEA)

  • Middle East, excluding United Arab Emirates (UAE)

  • China

  • Russia

Procedure

If any of these situations apply and your country is not excluded from the list above, please reach out to us ASAP. When contacting support, kindly specify:

  1. Email address used to place the order.

  2. Order number (consists of digits only and begins with # symbol, not the tracking number).

  3. Preferred option for resolution: Reshipment or Reimbursement.

  4. (Reship Option Only) Full shipping address including recipient name.

We may charge extra shipping fees to split up packaging if we find your order to be at risk due to its size or other factors. We do not derive any financial gain from this.

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