Returns and order care

A practical support path for cross-border orders.

Returns and issue handling depend on product condition, destination rules, and the order record. Keep packaging and order details until the item is confirmed.

Last updated: May 2026

Market operating profile

Tax

UK VAT/import handling depends on parcel value

Duties

DDU

Return window

14 days after delivery

Return requests are reviewed against item condition, delivery confirmation, and destination rules.

Start with the order record

For US physical orders, customers can open a return review within 14 days after delivery from the order lookup or support page. Include the order email and confirmation details so the team can review product, destination, and shipping context.

Product condition

Eligible returns should be unused, complete, and sent back with original packaging after support approval. Return shipping is the customer's responsibility unless the issue is caused by damage, a missing item, or a mismatch with the order record.

Damage or mismatch

If an item arrives damaged or different from the order, customers should keep photos of the package and product for review.

Customer clarity

Keep evidence simple

Clear photos, order number, and a short description help support resolve issues faster.