International Delivery & Customs FAQ

This FAQ covers international delivery and customs questions: duties and import taxes, tracking, lost or delivered-but-not-received parcels, and refund timing. It is general information and does not replace our policies.

Duties and import taxes

For international orders, duties and import taxes are calculated and charged at checkout, so you pay them as part of your order rather than being billed on delivery. Depending on your country, taxes may be shown as included in your price.

Please note that duty and import tax amounts are estimates based on the product information available when you place your order. Customs authorities in your country set the final charges, and incomplete or inaccurate product information can occasionally result in additional charges on delivery.

Tracking your order

Once your order ships and a tracking number is added, you can follow it:

• Through the link in your shipping confirmation email
• On the order status page, which you can reach by signing in to your customer account or by entering your order confirmation number
• In the Shop app

Lost parcels and delivered-but-not-received cases

If your parcel has not arrived, or tracking shows it as delivered but you cannot find it, first check around your delivery address and with others in your household or building. If it still cannot be located, email us at pas1682@gmail.com with your order number and tracking details. We will review the tracking history with the carrier, request delivery details where available, and, where appropriate, ask the carrier to open an investigation. We will update you on what the carrier reports and discuss next steps with you.

Refunds

If you need to return an item, please contact us first; see our refund policy for eligibility. Once we receive and inspect your return, we will notify you whether the refund is approved. If approved, the refund is issued to your original payment method; our refund policy states that approved refunds are issued within 10 business days, and your bank or card company may need additional time to post the funds. If more than 15 business days have passed since we approved your return, please contact us.

Contact us

For any delivery or customs question, email pas1682@gmail.com and include your order number. You can also review our shipping policy and refund policy.