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    FAQ

    How long does it take to process my order?

    Your order is processed and shipped within 24 hours of ordering.



    How long does it take to receive my order?

    Processing your order in our warehouse, shipping and delivery requires our logistics services within 7-10 business days.

    Please note that due to exceptional circumstances around Covid 19, our time frame may be extended by a few days.



    How can I track my order?

    After ordering a product, you will receive a shipping confirmation (within 2-3 days).

    To track your order, go to our "Track Your Order" page and enter your order number and email address.

    It may take some time for the page to refresh.



    I wrote a wrong name or address, what should I do?

    If you unfortunately made a mistake in your address or name that could affect shipping, please contact us as soon as possible at contact@xxx.com and mention in the subject line that you made a mistake.

    If you have any other questions, please contact us at contact@xxx.com. We will respond within 48 hours.



    The tracking shows that my order has been delivered but I haven't received it yet, what should I do?

    If the carrier has not communicated the delivery date, we invite you to check with your neighbors, but also with places around you where the package could have been dropped off by the carrier (relay points, tobacco shops, etc.).

    We also invite you to go to the post office with a copy of your tracking number. Finally, if you still have not received your package, please contact our customer service by e-mail.



    My order is incomplete or incorrect, what should I do?

    If your order does not match your purchase, please contact our customer service within 24 hours of receiving the package and an investigation will be initiated with our customer service operator. Please hold the package until it is determined that it is no longer needed for investigation.



    ☑️ Additional Support

    I did not receive an order confirmation email, what can I do?

    If you have not received an email confirmation of your purchase, we invite you to contact us by email or via our contact form indicating your name, surname, address and place of delivery. You will receive a reply within 24 hours.



    Can I cancel my order?

    Concerned about the quality of our logistic service, we are very quick in processing your order in order to deliver it on time. Once your order has been confirmed, we cannot change or cancel it, as our logistics department has already started preparing the order. However, if you still want to return your order after receiving it, please contact our customer service to start the return and refund process.



    If you have any other questions, please feel free to contact us in the "contact us" section.

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