CUSTOMER SERVICE

DELIVERY

Our customer service is currently receiving a particularly large number of requests, which means that response times may be slightly slower than normal.
Our teams do everything in their power to respond to requests as quickly as possible, so thank you in advance for your patience and understanding.

If you need a quick reply to your question we suggest you to call us.

Every order that is sent from our warehouse is carefully inspected.

Each order is shipped from our warehouse in the Netherlands.
You can track and trace your order via My Account.

Delivery TimesAreas, TrackingDamages

Delivery times

We do our best to get your order to you as quickly as possible. Please look at the table below for information on delivery time, cost, partners and options that we have available:

STANDARD DELIVERY

Carrier Expected Time Cost
PSK 7 - 15 working days 399 RUB

Please note that orders placed during the weekend or on (official) holidays, will be processed on the next working day. If we are unable to ship your goods within this timeframe we will inform you whenever possible.

We cannot change your order (product, size, colour, address) once it has been shipped.

Gift cards, fragrances and orders paid with Paypal are excluded from express delivery.

Areas we are delivering to

Our delivery services cover those regions of Russia, whose postal code begins with figures 1, 2, 3, 4 and 6. Please note that following EU regulations we have to exclude order delivery to zip codes 295 till 299.

Areas we are not delivering to
Jersey - Guernsey - Isle of Man - Falkland Islands - Gibraltar

Track your order

You can always track your order(s) anytime/24 hours per day via My Account.

As soon as your order is dispatched from our warehouse we send you an email that will include a tracking number for your order with a link to track the package whenever you want to check on its progress.

You can also track your order simply by entering your tracking number here.

Please note that the tracking number only becomes active and shows the parcel progress when it has entered the destination country.

Should you need any assistance, please do not hesitate to contact us.

Damages

Every order that we send from our warehouse is carefully inspected.

Should you receive a damaged parcel, we kindly ask you to contact our customer service team:

If you notice damage after accepting your delivery, you can return your parcel using the enclosed supplier return stickers. For more information about returns click here.

If upon delivery your parcel shows obvious damage, which may have caused damage to the goods or access to the content by third parties, you have the right to draw up a ‘Damage protocol’ with the carrier. It will be prepared in 2 copies (one for the carrier, one for you) and signed by both parties.
 
After that, you are supposed to pay and receive your order and check your parcel content. If the content is damaged or missing, please let us know at your earliest convenience. Please take pictures of your damaged parcel and include them in your “Damage protocol” and attach them to the message you are going to send to us.