Frequently Asked Questions (FAQs)

Got a question?

Ask us anything about our brand and products and get factual responses. You can also browse the topics below to find what you are looking for.


● Can I track my order?

Yes, you can cancel your order as long as we haven’t started the shipping process. Please contact our customer support
team within 24 hours after placing the order.


● Which payment methods are accepted in the Online Shop?

We accept major credit cards: Visa, MasterCard, Maestro, JCB, and American Express

Shipping and Delivery

● How long will the delivery take?

The estimated delivery time depends on the shipping location and various other circumstances. Some countries are faster than others. It takes around 1 to 2 days for us to process your order for shipping. Once it is shipped, the arrival time will be:

Japan, Korea, Hong Kong, Singapore and Taiwan: 3 to 5 Business Days
US, UK & Canada, Australia, New Zealand, The Netherlands, and Germany: 7 to 12 Business Days
Other Western European Countries: 8 to 15 Business Days
Other countries: 14 to 20 Business Days
** These are estimated delivery times. Actual delivery time will vary depending on many situations.

● Do I have to pay VAT or other additional import taxes?

We work with the best shipping partners to make your experience positive and tax-free. Based on the information we were given by our shipping partners, the most likely case is the custom fee & duty can be avoided in the following countries: United States, United Kingdom, Canada, Australia, New Zealand, countries in the European Union, Norway, Japan, Korea, and Singapore. Anywhere else, we have to check with our shipping agent. We try our best to help you minimize custom fees and taxes but sometimes there are unlucky packages.

Returns and Exchanges

● What happens if I am not satisfied with my purchare?

We want you to be happy. If you are not satisfied with your purchase, you can return or exchange the product in its
original condition within 30 days from the day you have received your order. Please check our Returns & Exchanges