01. How do I contact the online store?
If you have any comments, queries or requests related to our online store, please contact our Customer Service team using one of the contact methods provided in the section Contact Us
- • Track your orders and review past purchases,
- • Request your Return Authorization Number directly from your account,
- • Gain access to your ‘Wish List’,
- • Be notified when new products are available
- • Save your address and card details for faster shopping,
- • Manage your account details and newsletter subscriptions.
- • Click on the Sign In icon in the top right corner
- • Select “Forgot Password”
- • Follow the instructions shown in the pop-up that will open
- • Insert your email address and click on send
- • You will receive an email with a new temporary password and you can modify it when you want, simply follow the instructions.
04. How do I know if an item is in stock?
All the products shown on our website are available, subject to restriction due to some special materials and applicable to some countries of dispatch. For the products not readily available, a pre-order service is available, which is marked with a special label on the product page. For more information on pre-order, click here.
05. Why do I need to re-enter my credit card details when requesting delivery to a new address?
For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (even if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.
06. How can I remove my saved credit card details?
There are two ways to remove previously saved credit card details: either edit or add a new shipping or billing address or during your next purchase, simply unselect the option “remember my payment details” on the payment page.
07. Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, we are obliged to adhere to particular shipping restrictions. As a result, we are unable to ship items made of exotic skins outside of the EU. In addition, some products manufactured in China and fine jewelry of certain compositions are not allowed to be shipped to some countries. If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it.
To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the EU. For more information, please read our Shipping Information section.
08. How do I change currency?
Prices shown on the site are in GBP, EUR, USD, AUD, RUB and CHF depending on your location and are inclusive of VAT at the applicable rate unless you have selected an alternative country where VAT is not chargeable. For all other destinations, you will be charged in Euros. If you are a customer whose credit card is not denominated in any of these currencies, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction. To change currency, simply change the country by selecting the country icon on the bottom center of the footer of the site and select from the list of shipping destinations.
10. Is my package insured?
All items are insured against theft and accidental damage while in transit from our warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery or make a note when signing for it that you are accepting a damaged box.
11. Do I need to sign for my order?
Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature.
12. Can I change my shipping address after my order has been dispatched?
We are unable to redirect orders to a different address after ship. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
14. How will I know you received my order and when will payment be deducted?
After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at the time of shipment. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Service team and will only charge your credit card for the value of the items in stock.
15. Can I track my order?
Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting ‘My Account’ followed by ‘Orders’.
16. Where is my order?
We aim to ship all orders within 24 hours. Orders placed before 12pm will be shipped the same day, those made thereafter will be shipped from our warehouse the next day. Estimated delivery times are to only be used as a reference, and we are not responsible for any delay caused by credit card payment authorization.
Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting ‘My Account’ followed by ‘Orders’. If you are not registered, sign up now so you can track future orders.
17. What should I do if an item is missing from my delivery?
If an item is missing from your delivery, please contact our Customer Service Team as soon as possible using one of the contact methods provided in the section Contact Us.Please be aware that you may be required to provide photographic information to enable the team to investigate the matter further.
- • Sign into your account
- • Go to the ‘Orders’ section
- • Identify the order containing the item(s) you would like to return, click on the ‘Return Product’ button and follow the method.
20. What items can I return?
We will refund any unworn items within 14 working days from the date of delivery with the exception of earrings, underwear and perfume.
21. What should I do if I have received the incorrect item?
If you have received the incorrect item, please accept our sincere apologies for the inconvenience caused.
Please contact our Customer Service team at your earliest convenience using one of the contact methods provided in the section Contact Us. We will then request that you return your incorrect order for a full refund.
23. How do I create a Wish List?
To create a ‘Wish List’ you will need to be registered and signed in. When browsing, use ‘Add to Wish List’ on the product page and items will automatically move into your Wish List, which can be found at the top right of the navigation bar (‘heart’ symbol). Click on the product image to go to the product page and see more specific details about the item. You can also add to your ‘Shopping Bag’, or remove the item.