You have not received the package?

We understand your disappointment regarding the delay of the package and are sincerely sorry.

The delay of the package may depend on different reasons, including the delivery systems of this or that pay. In general, the loving times are 5 to 35 working days. We ask you to understand that we have no control or access to customs services in your country, which can have a considerable influence on delivery times.

BEFORE CONTACTING US regarding the package, we advise you to contact your delivery agency.  In many cases, packages that could not be delivered can be found in your local postal office, or in the chosen shipping company when you placed your order.

When receiving packages.

Under no circumstances do not accept a package already opened, or having damaged packaging, otherwise, no claim on the part of the buyer will be taken into account.

Return and refund.

We can only accept returns of unopened kits and products, within 15 days of receipt (28 days from shipment for international orders). Return shipment is the responsibility of the customer. All returns are credited as store credit upon receipt. Please contact us before returning any package! We're reasonable people and we hope you are too. Contact us if you have any issues and we'll do our best to help you out!

 Steps for return

1. Go to My Account

2. Open Your Order History and Details

3. Click on your Order Reference that you wish to return

4. Choose the item(s) you want to return 

5. Indicate the reason in the field provided

6. Click Send Request

Once we approve the return, you can follow the return steps by accessing My Account > My Merchandise Returns.  Under the status "Waiting for the package" you can print the return invoice by clicking on Print. After printing, Put it in your package, and don't forget to write the return number on the package in a visible place.

Upon receipt of your package, we will inform you by e-mail. We will then be able to give you "credit upon receipt" or refund the item price. We remind you that we do not refund delivery costs. If you have any questions, please do not hesitate to contact us.

If the above conditions are not met, we reserve the right to refuse the refund.