What is Buyer Protection?
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.
You are protected when:
- The item you ordered did not arrive within the time promised by us.
- The item you received was not as described.
How do you ship packages?
Depending on item and availability, packages dispatched from our US warehouse are shipped through USPS. Packages shipping from our warehouse in The Netherlands are shipped through UPS. Packages from our warehouse in China will be shipped by EMS or China Post depending on the weight and the size of the product.
Do you ship worldwide?
Yes! We provide shipping to over 200 countries around the world. However, there may be some locations that we are unable to ship to. If you happen to be located in one of those countries we will contact you via email to inform you about your order status.
How long does shipping take?
All orders are processed within 1-5 business days (Excluding weekends and Holidays). Depending on where the item is dispatched from, deliveries ranges from 14-27 business days and in some cases 40+ business days depending on where the item is being delivered to like South Africa, South America or countries with strict customs like (Italy, Vietnam, Iran, Cuba, Eritrea) Please note that once the item has been shipped, we will not be able to make any changes or cancel your order. If you would like to make changes to your order, please let us know within 12 hours of purchase.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. You will also receive email status updates everything your order status changes. Sometimes due to our free item giveaway, free shipping promotion, or the quantity/value of item being low, tracking is not available. You can track your order anytime on our website by clicking on "Track Order"
My tracking says “no information available at the moment”.
For some shipping companies, it may take 2-5 business days for the tracking information to update on the system. Please check back again in a few days for updated tracking information. Don't worry, if it says your item is "In Transit" it's on it's way! You will also receive updates every time the status of your package changes if you received a tracking number with your order.
If you have any other questions, please contact us and we will do our best to assist!
My tracking status hasn't changed in a few days, what's going on?
Please note that we use a third party tracking system to help customers track their packages. If your status hasn't updated for more than a week, this most likely means that the package is currently being processed through customs and clearance and could take a bit of time.
Rest assure, we include complimentary insurance to every package we ship out. This means that your package is guaranteed to arrive in working order as well as the promised time set by our logistic company.
All domestic orders are guaranteed to arrive no more than 30 days from shipped date.
All international orders are guaranteed to arrive no more than 60 days from shipped date.
What about delays?
Delays may occur due to unforeseen events.This means that it can take an additional 1-2 weeks in the delivery time. If you do not want to risk your order being delayed or are not okay with the risk of items potentially being delay, you can request an order cancellation for a full refund within 12 hours of purchase.
How are shipping costs calculated?
Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. However, we are proud to offer Super Savers Flat rate shipping! So that means one flat rate for every time stocked in our store. (unless it's from "Free + Shipping" promotion) For more details on how shipping costs are calculated, please contact us directly.
I have ordered several items but I did not receive my order in full, where are they?
We work with different skilled artisans from around the world to source unique treasures. With that being said, if you've ordered different products from our shop, you may receive each individual item separate as the items may ship from different artisans.
This is the reason why you may receive your order in parts, don't worry, the rest will be there soon!
If you need future assistance or clarification with anything please reach out to us anytime!
What is your Refund Policy?
Your satisfaction is our #1 priority. Once you've received your package, we encourage you to inspect the package to make sure that the items are what is described and meet your requirement. Try your items as soon as possible without removing the tags, altering, or washing if applicable.
If you are not 100% satisfied with the quality of your purchase, you can return or exchange your undamaged/unaltered items within 7 days from the delivered date. Return shipping cost will be shouldered by the buyer.
Please note, we only accept full returns on unused, undamaged product that has its original packaging intact. Products negligently packaged and returned damaged will be subject to a reduction of refund or no refund at all.
Do not send your purchase back to us unless we advised you prior to do so, sending it back to us without proper tracking and warehouse placement id will result in the item being lost or unaccounted for.
Do you have a Return Policy?
Our policy lasts 7 days from the date of receipt. Once the period passes, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the product arrives broken or damaged then we will require photographs or videos demonstrating the problem sent to us via email. If you can't prove the problem then we will not issue a refund or replacement.
Additional non-returnable items: Free Promotional Items, Gift Cards, Incense
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to us unless we advised you prior to do so, sending it back to us without proper tracking and warehouse placement id will result in the item being lost or unaccounted for.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition; is damaged; or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 24 to 72 hours.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org before you send the item back.