Frequently Asked Questions
I’m having login problems, how do I retrieve my account password?
If you've lost your password just click the "Forgot your password?" link on the My Account login page. Enter the e-mail address associated with your account and we will e-mail mail you a new password. If you don't receive that e-mail within a few minutes.
How do I delete my account?
If you want to delete your account, please contact us. Our team will delete your account as your request.
Possible to change payment method for current order?
The payment method cannot be changed once the order has been submitted. You can place a new order and select your preferred payment method again.
Do you accept Euro, Dollar, or any other currencies?
You can select which currency do you want to use on your order at the top right corner of website.
How do I know if my money transfer has been received?
Your order status will be updated to payment accepted and you will get confirmation email.
How do I pay by Bitcoin or Wire Transfer?
Please register at our website. Start placing your order. Depending on the payment method you select during checkout, the website will provide you with complete payment instructions for the payment method you chose. The payment directions will be shown on the screen, sent to your email address.
Which payment methods do you accept?
We accept Bank Wire and Bitcoin.
I'm not receiving order confirmation emails, is there a reason for this?
After you place your order online you should receive a detailed order confirmation e-mail. If you don’t receive that e-mail within a few minutes, please check your junk mail folder or spam folder. Some e-mail programs may mistakenly misroute your confirmation e-mail. Please contact our customer service in case you still do not receive order confirmation emails.
What about if products out of stock after placed an order?
Our inventory is real-time. So any item you see on the site is in stock. In the rare instance that you order an item and we discover an inventory error, we will contact you immediately and review your options. You will not be charged for any item until it ships from our warehouse.
Where do you ship from?
All our orders are shipped from UK.
What are shipping costs?
It’s free in UK. Worldwide shipping £15, worldwide orders above £100 shipping free.
Where is my order? I have not received it yet?
You will receive a confirmation email once your order has been shipped. The tracking information will be available in the order details in your account page. If you have not received a shipping confirmation email, please check your Junk Mail, as it may have been received there. For domestic orders, please allow 2-3 business days from the date of shipment for your parcel to arrive. For international orders, please allow 12-18 business days from the date of shipment for your parcel to arrive. Business days do not include weekends or national public holidays.
What about if I request changes on my order?
It is only possible to make a change to your order if payment not accepted yet.
How can I cancel my order?
Contact our customer service with your order reference.
How can I check my order status?
When you log into your account you’ll be able to view any current and prior orders. Each order will include a current status.
How long takes to my order be processed?
We ship all orders within 1-4 days of funds being picked up. We do not ship on weekends or holidays. Please allow 1-3 days to process your payment (excluding Weekends).
Will you confirm my purchase?
After you place your order online you should receive a detailed order confirmation e-mail. If you don’t receive that e-mail within a few minutes, please check your junk mail folder or spam folder. Some e-mail programs may mistakenly misroute your confirmation e-mail.
How will I know that you have received my order?
After you place your order, a confirmation email will be sent to your email address. The order will be also visible in your account page. If you do not receive a confirmation email or your order is not visible in your account page, please write to our customer service.
Is there a minimum order?
There are no minimum or maximum order quantities for any product. You may wish to place a small order first, to check our products and service.
Why isn’t my tracking number working?
Depending on where you live, the shipping company may be slow at updating or it won't update until it clears the customs in your country.
My package is stuck and not moving any more, what do I do?
Allow it 6 weeks before asking us to reship. Many times we have seen them suddenly move and be delivered.
Why did I get a different product then what I ordered?
On occasion we may be out of stock on an item. When this happens we may substitute a product that is the same and ship it to you. We will contact you immediately and review your options.
I only received part of my order so far, why is that?
Depending on what you ordered, your order may be shipped in more than one package and from different locations/countries. Parts of your order may be shipped with a different package number, but always under the same Order ID. The packages may not arrive on the same day.
My order has shipped and has not yet arrived, what do I do?
If you do not receive your order within the expected time frame, contact our Customer Service. We will work hard to figure out what caused the delay and get your order to you quick.
Why has my order not been shipped yet?
On occasion, some items in our store may be temporarily out of stock. If you have ordered multiple items with different availability, we will ship in-stock items immediately and hold the balance of your order. Backordered items will ship as soon as they are available. Splitting up your order will in no way increase the cost of shipping to you. You can help by giving instructions on dealing with back-orders by contacting Customer Service at any time.
How do I track my shipment?
Once an order has shipped out, we will update your account with tracking number within 1-3 business days.
What if I put the wrong shipping address and the order has already been shipped?
Unfortunately, we are not able to change the shipping address on orders once they've been transmitted to the fulfillment center. We strongly recommend you double check your order information before submitting the order. Any mistake may cause the non-delivery of the product (since the package can't be returned to sender) and will be at the expense of the customer.
My shipping address has changed. How do I update shipping information to my current account?
You can add your new address on your account and you can choose it once you place new order.
Do I need to sign for my package?
Normally Yes. Most of our shipments contain valuable items and require a signature upon delivery. If you will not be home to accept delivery, you will need to pick up it from your local post office.
Do you ship to P.O. Box addresses?
Yes, we can ship to P.O. Box.
How do you wrap your packages?
All our packages are carefully and discretely wrapped, not to give any indication as to the contents inside.
What if my order is confiscated/seized?
Please wait at least 4-6 weeks, from the ship date, before contacting us about non-arrival of an order. If the order has been detained and confiscated by foreign customs please contact us. Please attach a photo copy of the letter and its envelope. Please have your package ID printed legibly, on top of the text. Once provided a review for reshipment will be made.
Do I need to show you a seizure letter in case my package is held by customs?
If you have received a customs letter, we will require proof. Please send us readable photo of the letter and its envelope, with your package ID printed legibly, on top of the text. A scanned copy is not sufficient.
What is your reship policy for high risk countries?
We have a strict no-reship policy with any high risk countries. This includes, but not limited to, Africa; APO/FPO; Australia; Canada; New Zealand; Singapore and more. If you are unclear of your country’s risk status, please contact us. These terms must be agreed upon, in checkout, to place your order.
My order was returned to you by the shipping carrier. What happens next?
Please contact us and we will investigate the issue promptly.
I missed my package delivery (nobody was home to sign for the package).
The post office will usually keep your package for 2-3 weeks before they return it to sender. Make sure to contact the post office with your tracking number to schedule redelivery or pick up the package in person.
Can I return package to sender?
No you can not return any packages.
What is your refund policy?
No refund by bank transfer and Bitcoin, we can refund with voucher or sending other products.
What happens if I receive an incomplete order?
If something goes wrong with the shipment we will resend another package at your request. Please note, all orders are double checked before shipping.
I received my order, but some of the products were damaged and unusable, what do I do?
We do our best to package products as securely and carefully as possible to prevent possible damage. However, in rare occurrences, unusually rough handling by postal services can cause problems. If you receive a product that is unusable due to damage, please take a clear picture of the damaged, send it to us and we will replace the damaged item.