Are you still shipping orders?
Yes. Our workers are putting together and shipping your orders with the necessary security and hygiene measures in place. Once your order has left our warehouse, you will receive an e-mail with a tracking number and the shipping company.
Will my order arrive on time?
We're shipping out orders as per usual. Most orders are being delivered in 24/48h, although delivery companies are still experiencing slight delays in certain areas, which could cause your order to be delayed by a couple of days.
My order is taking a long time, what should I do?
If your order is taking longer than you expected, we would ask you to please hold off sending emails or calling our customer service line until the aforementioned 3-5 days have passed; we're receiving many calls and emails from worried customers that are overflowing our customer service department.
I made a mistake in my order, what should I do?
For any changes regarding products, address or cancellations, please send an email to firstname.lastname@example.org indicating the modification to be made.
Why can't I pay by CoD?
The option to pay by cash on delivery has been temporarily cancelled in order to avoid exchanging cash money – this is one of the measures being taken to stop the spread of COVID19.
What are your customer service hours?
Our phone hours are still the same as before; Monday to Friday from 10-19h and Saturdays from 10-13h, although your call may be placed on hold due to the large amount of calls and emails that we have been receiving every day. These hours may change over the coming days; we will let you know about any changes.
What can we do to help?
We're asking our customers to please stay patient; all of your orders will be delivered and we are working as hard as possible to keep this going as smoothly as possible. Please do not send emails or call customer service to ask about your order unless it is taking an unusual amount of time (longer than the 5 days previously stipulated). If we all work together, we will be able to offer proper customer service and help with any issues you may have.