F.A.Q.
- Can I add items to an existing order?
- Is it safe to use my credit card?
- Why are shipping restrictions applied to some items?
- Do I need to set up an account to place an order?
- Is my personal information kept private?
- Can I change my shipping address after my order has been dispatched?
- Do I need to sign for my order?
- How will I know you received my order and when will payment be deducted?
- Can I track my order?
- Why has my card been not accepted?
It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.
Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. For further details, please see the Privacy Policy section.
Due to international trading agreements and regulations, we are obliged to adhere to particular shipping restrictions. As a result, we are unable to dispatch 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.
Setting up an account is not mandatory, but if you register, you will be able to enjoy the following benefits through your 'My Account':
- 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.
Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this. To register, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order. Please note that in case you subscribed to our newsletter we may use your contact details to inform you of the latest arrivals as well as special promotions. If you would prefer not to receive these updates, you can unsubscribe at any time in 'My Account' selecting 'Newsletter Management'. For further details, please visit our Privacy Policy section.
We are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
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.
After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. 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.
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 your credit card has not been authorized, here are the points to check:
- We only take Visa, Master Card or Amex at this time.
- Check your billing address.
- Check your CVV2 code (the three-digit security code, usually found on the back of your card).
- Check your credit card expiration date.
- Some non-US banks do not support our credit-card fraud-detection process.
- Try submitting your order again.
If you have another credit card you can use, that may be the easiest solution.
If you don't, and you've confirmed all this, you should contact your bank or credit provider to see if there is a problem.
