FAQs

I haven't received my purchase confirmation.

Your purchase confirmation is sent immediately to the email address you provided. Please be sure to check your spam, junk, or other folders, as it may have been filtered there. If you still can't find it, simply let us know your full name and contact phone number through any of our customer service channels so we can look into it together.

Why is the confirmation going to my spam, junk, or other folders?

Your email security filters emails based on your frequent interactions, and emails from completely new senders often end up in these folders. You can add us to your contacts or simply check that our replies are arriving in your main inbox.

I've received my order number, what do I do now?

Once you receive your order number, simply wait for our email with the tracking number so you can check the status of your order. Please note that the tracking number is generated automatically, and when you receive it, the postal service's system may not yet be updated. Therefore, we ask that you try again within the next 5 business days.

I received my tracking number, but no information appears, or it shows as nonexistent or lost.

As indicated in point 3, you received your tracking number, which was generated automatically. Therefore, it may not be updated on the official platform. We are sharing some alternative tracking platforms so you can check the shipment's progress. We recommend starting to track your shipment within the next few business days.

Why haven't I received my order?

If we have confirmed your order number and tracking number, it means your order is being processed, and we are adhering to the established delivery times. If you have any questions, please read our shipping section. If we are outside the established delivery timeframe, please feel free to contact us with your order number through the "Contact" tab.