• Registering
• Ordering Queries
• Product Queries
• Cosplay & Tailor Made Clothing
• Payments
• Shipping Quotes, Information & Delivery
• How to Care For Your Items
• Technical, Checkout & Payment Issues
  
• Return & Refunds Policy

 

 

 

 

Registering

How to register an account

Registering is quick and easy. Just click either 'My Account' or 'Log In,' both situated at the top left corner of the site. You will be taken to a page where you will be asked if you would like to register. Just click the 'Create an Account' button and enter the required information through a series of easy steps. And that's it, you're registered!

Benefits of registering with MinkyShop  

You're here now, so join the MinkyShop community. It's quick, easy and free to register. By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more. Registered members will also receive the MinkyShop email newsletter featuring exclusive offers, member discounts and special previews of upcoming items available for pre-order. On top of this, registered members can also enjoy the handy benefits of the 'Wishlist'. See below for more details. 

What is a Wish List? 

The Wishlist is a handy function for registered MinkyShop members. It allows you to save items you like into a personal list so you don't have to search for them again each time you visit the store. To add an item to your wishlist, use the option at the top of any product listing. To view your Wishlist just use the 'My Wishlist' link at the top right of the website. You must be registered to take advantage of this functionality.

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Ordering Queries

How to place an order through MinkyShop:

1 - Find the item you wish to purchase by browsing the categories in the store. Once you find the item you wish to purchase, read the listing details thoroughly! 

2 - You can click the yellow 'add to cart' button at the top of the listing to add the item to your shopping basket. In the event there are a variety of sizes or colours available, you will need to select those details from the drop down boxes first. Don't worry, the system will prompt you if you try to add the item to your cart without selecting a size or colour.

3 - You can add as many items to your shopping cart as you like while browsing the store, and you can view your cart at any time in the left column 'My Cart' box. You can get a shipping quote for the product you are looking at by using the shipping calculator in the left column. Remember, this gives a shipping quote only for the item you are viewing: if you want to include any items already in your shopping cart for a total estimate, remember to select 'Yes' in the "Include the items in My Cart?" option.

4 - When ready to confirm your order, you can click 'Proceed to Checkout' from the 'My Cart' page, or click 'Checkout' in the top right corner at any time. When in the checkout page, you must enter your details to process the order. You will not be billed until prompted to confirm your payment at the end of this process.

5 - You can first choose whether to checkout as a guest, or register with MinkyShop (registering saves some of your information for future visits and speeds up the process. Join the MinkyShop community!)

6 - You will be prompted to enter your Billing Information, Shipping Information, Shipping Method, Payment information, and finally to review and complete your order. You can click back through these stages at any time if you need to double check or amend any of the information.

Finally, you need to be patient and wait for your lovely items to arrive from the Far East. :D

 

Why don't certain items ship immediately after payment? 

Most of the items listed in MinkyShop are specialist fashion, and in high demand all over Asia. Such items are rarely available immediately and the lead time is often between 1-2 weeks. In this time we communicate with manufacturers/distributors to request the item, and once ready arrange internal shipping to our personal shipping company for dispatch directly to you. For information on the type of brands you may see in-store, please click here.

Using this process MinkyShop are able to deliver 95% of items with no issue, however, there are occasions when manufacturers may end a production run or not be able to fulfil the order for various reasons. In the event your order cannot be fulfilled, MinkyShop will either contact you to see if you would like another item as a replacement, or a full refund for the amount you paid, including any shipping.

We do apologise for any inconvenience this may cause, it's just the way the system works! 

Why haven't I received any order confirmation? Why aren't you replying to my mail? Why haven't I heard from you!

This is the one that makes us scream, lol! To receive all your correspondence, including payment confirmation and shipping notifications regarding your order - and of course, any important emails from us regarding the status of your order - you must, must, must ensure your email account isn't filtering out our address into your junk/spam folder: "support@minkyshop.com". Go check it now! On a side-note, make sure you input your email address correctly when placing an order, because if you get it wrong you also won't receive any automated emails (shipping notices etc) because the mail will be going to the wrong place. 

I cannot seem to choose a size/colour. Why?

You must pick a size before selecting a colour. If your preferred colour or size is not listed, it is sold out. If the dropdown boxes are completely inactive, it means the item is currently out of stock and should have a visible 'out of stock' notice.

Special orders or requirements

If there's something you're after not listed or you have any special requirements, please feel free to contact us.

 

You have provided me a refund because the product is out of stock, but it said "in stock" when I bought it?

MinkyShop acts as an agent between international sources and the buyer. We are not the only merchant seeking to obtain the goods available in store, and some are very limited due to high demand. Because of this, MinkyShop can not guarantee stock availability or quantities, and in some cases refunds will be provided if a purchased product suddenly becomes impossible to source. We do apologise for any disappointment caused in this eventuality.

 

The item I want is sold out, will you be getting a re-stock?

We will always endeavour to re-stock all items where possible. However much of MinkyShop's stock is very limited and prone to discontinuation between seasons. Grab 'em while you can or they may disappear forever! If you'd like to make an enquiry about stock, please feel free to contact us, our email is: minkyshop.com@gmail.com

Why are my order(s) taking longer than stated to process?

The order timeframe of each item is stated individually at the top of each listing, but orders of multiple items may take longer to arrange due to a queuing system. In the event you have a large order, this could be the reason for the delay. Note: MinkyShop processing times do not include weekends. Items will not process on a Saturday and Sunday, so if you order on a weekend, the actual processing of your order won't start until Monday. Please take this into account when calculating 2 weeks worth of processing time. Regarding communication, we're on hand 24/7 and will try to respond as quickly as possible.

Can I cancel or change my order?

You can usually cancel or change an order before you receive dispatch confirmation. After this point it is impossible for us to cancel or change orders. This does not apply to 'made to order' goods, such as footwear and cosplay. Usually you will only have around three working days to recall a 'made to order' purchase. After this point the order will have already begun to be manufactured, and is non-refundable. Please note that and change or amendment to orders may result in delays above the shown processing times.

Do you offer wholesale?

Yes, we do offer wholesale on certain stock. Please contact us for details.

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Product Queries

Why is my item labeled a different size to the one I ordered?

All sizes not marked in actual centimeters have been adjusted to match western sizing. Because Asian clothing & footwear sizes run smaller than those in the West, the labels may feature different markings. Rest assured, this doesn't mean you’ve received the wrong size, it's the correct size based on Western/Asian size conversions.

What is 'One Size'?

Any product stated as 'One Size' on the listing means that it only comes in one size, and size variations do not exist. However, please keep in mind that these products are based around Asian sizes and are therefore naturally smaller than single size products you would find in the West. Please always check the product measurements to confirm if the product fits you before ordering. If you have any questions regarding One Size products such as clothing etc, please feel free to contact us.

 

Are clothing/footwear measurements exact?

All measurements given on our listing are as exact as possible, but are approximations and can never be 100% accurate. There may be tiny variations of around 1-2cm, but there shouldn't be anything above this.

 

How do I figure out my foot measurement?

All footwear sizes we offer are shown in cm. On any listed footwear you'll find measuring instructions and a footwear size chart at the bottom of the page. Please note that the size chart is only a guideline, and for the most accurate fit you should always measure your foot span in cm. Once you know your foot length, you will find shopping for footwear much easier.

 

I want to learn more about the brands you stock and the companies that make them

It's always nice to have information about the type of product represented by each brand. Please click here to visit our brief guide to Japanese and Asian fashion brands.

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Cosplay & Tailor Made Clothing

I hear MinkyShop's tailors are pretty good?

Indeed they are, one of the best tailoring houses in Asia in fact, regularly serving some of the largest Cosplay conventions in the region. Our big problem was that eBay wouldn't permit us to offer out a service to design bespoke Cosplay outfits, so it was something of a well-kept secret. Instead, some clever people just enquired and we took their orders and images, and made them Cosplay outfits that they loved. Pity we could never get any feedback, but that's the way it goes!

So what can these tailors do, anything?

No, not anything. They're great, but they're just skilled tailors, not metalworkers or arts and crafts wizards. This means that all enquiries are welcome, but in the event you want the most elaborate, leather-trussed, feather stuffed Final Fantasy outfit made, they are likely decline the order.

They don't do plastics, moulds or accessories; it's all about fabrics and buttons if you catch the gist. They can't design, iron or sew on emblems and signs - those modifications would have to be made by you. But if it's a straightforward enough Anime/videogame based design, then they have magic at their fingertips.

I want an outfit made then, how do I commission it?

Contact us through the store with your request. You must include as much info as possible, including character names, the Anime they're from, and several pictures. The tailor needs images that show the costume clearly and from a variety of angles - they won't use guesswork! In the event that they accept the commission, we'll get back to you with a price quote. 

Can I make custom requests to Cosplay purchased in-store?

Yes, of course. For instance, many people want the boys Gakuran lengthened right down to the calf, and we can do these kind of alterations as long as it's nothing too extreme. However, any custom design work is chargeable depending on the additional time and materials needed to adapt the outfit. You are welcome to make your enquiries for alterations and we can get you a quote.

Is the Cosplay process very complicated?

Not with us! MinkyShop works very hard to communicate regularly with customers ordering tailor made outfits. The only thing you must remember to do is check your mail, if you don't it can slow down the process considerably. Our system is very thorough and we do our best to hold you by the hand and walk you through it. If your measurements don't add up, or the tailor has specific questions about the details you've given us, we'll contact you before proceeding. So don't be shy if you're a first time Cosplayer, drop us a line!

Do you make over-sizes?

Yes, it's possible, just contact us with the details and we'll get you a quote. Please note, any sizes above the regular offered in the store do cost additional fees.

Can you make outfits cross-gender?

In most cases, yes, and we've been doing this for years (that Seifuku uniform is popular with the guys!) We can't promise we can get anything made cross gender, some of it is too difficult, but you're welcome to enquire. Please note cross gender outfits are considered custom commissions and therefore include additional fees. Once we have your request in, we can provide you with a quote.

Guidelines for taking body measurements

Getting someone to help you is always more accurate than trying to take measurements by yourself. Measuring yourself for outfits should be done in your underwear. Don't wrap the measuring tape around you too tightly, just make sure it properly follows your shape.

Please do not add on any additional centimetres to your measurements for breathing space. The tailors already know that they need to make allowances for breathing space and will make sure you don't end up with skin tight garments.

Bust/Chest: Wrap a measuring tape around the fullest part of your bust, stand straight and drop your arms at your sides.

Waist: Measure around the narrowest part of your natural waistline. This is usually approximately 4cm's above the belly button.

Hip: Stand with your feet together and measure the circumference of your hips at their fullest point.

Shoulder Span: To measure your shoulders you'll need some help. Measure across your upper back between your shoulders, up to each shoulders widest point.

Do you want my measurements in centimetres, millimetres or inches?

Centimetres are preferred, but we can also accept inches if it suits you - remember to state which when you send the measurements.  

How important is it to get my measurements right?

Gawd, very! We're experts at picking out anything that sounds odd and quizzing you on it - but ultimately you need to take a lot of care with your measurements. Check them over as many times as necessary. We aren't responsible for items that don't fit if you've provided measurements incorrectly, so if you're unsure of something, just ask us and we'll do our best to make sure you get it right.

Okay, I screwed up slightly when I gave you my measurements, can I send it back?

The reason we're so thorough with the service is because we can't accept returns on tailor made goods. Unless the tailors have made a bona fide mistake and the measurements are different from those you provided, there's nothing we can do. 

How long will my Cosplay item take to tailor?

Roughly 2-3 weeks normally. If Cosplay season is coming and all the conventions are gearing up, get those orders in early as it's likely to take a little longer! The tailor will have a big workload around these times which means when an order comes in, it's at the back of a big queue. If you have a specific deadline, you must let us know when you place the order so we can tell you if it's feasible.

 

I'm buying my Cosplay now and checking out, where do I include my measurements?

During the checkout process there is an option just after you choose your shipping method to include a note for us. Just click the checkbox and put your measurements and any other details into the form. Alternatively, you can send us your measurements directly if you prefer. 

I have a Cosplay Con coming up, any chance you could speed up my order!

The tailor offers express tailoring services, which means that your item can be bumped up the queue order. It's not free though! You'll need to enquire first if there's something you need put on the fast track.

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Payments

What payment types do you accept?

We accept Paypal and all types of Credit Card payments, including Visa, Mastercard, and American Express. We also accept payments by cheque and postal order (UK residents only), or Western Union internationally. All Western Union payments should be made in British Pounds (GBP), please contact us first if you wish to use this payment method.

 

At checkout, it says I'm paying in GBP (£), is this correct?

MinkyShop's base rate is in GBP (£) so yes, this is totally normal! It's just showing you the currency your payment is being converted into. Otherwise, you're still paying in your own currency, and there are no additional charges.

Are there any additional fees for domestic shipping?

Nope, MinkyShop will soak up all other fees. The total prices you see quoted in the store is all you pay. Please see 'Customs Tax & Duties' for more information on possible fees imposed by your country.

What happens if the item I purchased is out of stock?

In the event an item becomes unavailable after you have purchased it we will contact you to ask if you want a refund or to choose a replacement item. If we do not receive a response within 7 working days we will automatically refund your item.

Complete checkout & online payment security

All of our checkout and payment gateways are handled by secure https enabled merchants. When it comes to the point of making your payment, you are passed over to their systems to ensure complete security of your details. Our card payment options are with Skrill and Paypal, both recognised as secure online payment merchants. 

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Shipping Quotes, Information & Delivery

Do you ship worldwide?

 

How do I get a shipping quote?

If you want a combined shipping quote for multiple items, just place everything you want into your shopping cart and then visit the 'My Cart' section. Here you will be able to see the items in your cart and use the shipping calculator underneath. Simply select the destination country from the drop down box, and press the button marked "get a quote" to see the total combined shipping cost for your order.

I can't find my location in the shipping quote drop down box?

If you can't find your country in the shipping drop down box then please contact us for information and we may still be able to process your order.

Can you do combine shipping and how are shipping costs calculated?

Of course you can combine shipping! All shipping rates follow EMS or Registered Air Mail charges based on weight and location. However, if you double the weight, you don't necessarily double the shipping cost. To get a quick shipping quote for items in your shopping basket, just visit the 'My Cart' page prior to checkout.

Where are your items located?

Most of the products that make up the current Asian fashion scene are manufactured in China, and this is most of our footwear and clothing stock ships from. We also stock a variety of smaller items that may ship from different locations such as Japan or the UK.

Do you charge domestic shipping fees or sales tax?

No, MinkyShop pay all associated fees for domestic shipping of goods and sales tax, whether this is in China, Japan, Korea or otherwise. In most cases, items ship directly to you from the source.

Do you offer Surface Mail?

Sorry we don't offer Surface mail, we only ship by Registered Air Mail or EMS (Express Mail Service).

Do I need to provide a phone number?

We really recommend it. Some Post Offices require a phone number to make a delivery, but in other cases it just makes it easier to contact you in the event you're out and miss a delivery.

Can I specify a date or time for the shipping or delivery of an item?

Unfortunately due to the workload and the way the shipping companies operate, it is impossible for us to offer specific times or dates for delivery of an item. Please see 'When will you ship my item(s)' to have an idea of how quickly orders can ship. For speeding up tailor made items, please see the 'Cosplay' section of this FAQ.

When will you ship my item(s)?

All listings are marked with an approximate time frame in which the item will ship after your order is placed. This tends to be longer for any items which are 'made to order', such as specialist footwear, as the item needs to be made up to your specifications. Although it is common for items to be finished and ready to ship earlier than stated, MinkyShop always recommends you wait the maximum possible timeframe before contacting us.

Always use the order time information provided on the listing as a guideline for how long it takes for your order to be fulfilled, and remember that this doesn't include the delivery time.

 

How long does shipping usually take?

EMS is the fastest method of shipping, and usually takes 5-7 working days from time of dispatch to delivery. Registered Airmail can take between 2-4 weeks as it's a slower service. Please note these are approximate timeframes only, and can vary between countries.

Why is my delivery taking longer than expected to arrive?

You can track your order via the tracking information provided. We suggest you wait a further 7-14 days since international items may encounter general customs inspection. If the order still hasn’t arrived after this time, please contact us with information of your shipping address and we’ll be happy to investigate the matter for you.

Customs, Tax & duties

MinkyShop do not charge any additional customs, tax or duties on top of your order. However, MinkyShop is not responsible for any customs charges levied by your country and can provide no re-imbursement should they arise. You may be required to pay any such charges before the item is released to you. For further information please contact your local customs office to find out their rules of law regarding import fees and duties.

*German Customers Please Note: German customs always charge a GDSK fee for incoming parcels delivered via EMS. Please understand that you will have to pay this to receive your parcel. However, with Airmail shipping, there is a much higher chance (but not a guarantee) that the GDSK fee will not be charged.

How do I track my order?

Both EMS (Express Mail Shipping) and Registered Airmail have tracking information. Tracking numbers and a link to track your parcel will be provided in your dispatch notification email.

What if my package is returned to sender?

Reasons for returned shipments include incorrect shipping address, failed delivery attempts and unclaimed packages. When we receive returned shipments, we can re-ship the package upon receipt, but we are not responsible for any re-shipment fees. The cost of re-shipment will be the same as in the original purchase and will be applied regardless of the original shipment's eligibility for free shipping. Additional courier charges for return shipping may also apply.

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How to Care For Your Items

Tips for looking after your items

We recommend taking extra care of your items, especially specialist clothing and footwear. Many of the clothing products imported from Asia feature intricate detail, and should be hand washed with a gentle detergent or soap. Please check the labels when available and remember not to mix colours when washing. Maintaining the look and appearance of garments means treating them with care, but only after flaunting them with swagger when in public places.

Please note, that in some rare cases footwear is marked 'for cosplay purposes only', and are meant for occasional conventions and events rather than for daily use.

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Technical, Checkout & Payment Issues

Browser issues: Internet Explorer 9

We understand users on Internet Explorer 9 may experience issues enabling accounts, adding items to cart or checking out. This is because IE9 has again introduced potential software conflicts with many websites (thanks Microsoft!) At the moment IE8 and IE7 are working fine (although IE7 is really not recommended, it's very slow). If you are an IE9 user and have spotted a problem, please send us a message with the details so we can try to resolve it. We highly recommend browsing MinkyShop with Google Chrome of Firefox for the best experience.

 

I can't add items to my shopping cart

Normally easy to solve! MinkyShop uses Javascript to keep track of your site activity, if this is not properly enabled in your web browser you may not be able to add items to your shopping cart. 

Most PC's/Laptops have Javascript enabled and updated automatically, but sometimes this can become disabled by Ad Blocking software or firewalls. To enable Javascript and Javascript cookies in your web browser you can follow this tutorial.

Alternatively, switching to a different PC/Laptop will normally solve the problem instantly. ^.^

 

I'm trying to pay by Credit/Debit Card but it won't accept my details

Although we accept card payments from all over the world, on rare ocassion your Credit Card/Debit Card payment may not process due to card type or an order of rejection from your bank (you may not know about this, but some Banks block online card transactions.)

Reasons why your card may not process:

- You signed up for your card in one country but are trying to use it in another (anti-theft security measures)

- Your card is not a major credit or debit card. Click here for a full list of all the cards and countries we accept payments from.

However, it still may be possible to use your card with MinkyShop! See below for details on how:

Alternative Method of Card Payment

Not many people are aware that they can use Paypal to pay via card and don't even need a Paypal account to do it! It's very easy, just follow these simple steps:

 

 

What the? My Gift/Discount voucher isn't working anymore!

Oh you silly! Did you put the code into the discount/coupon box on the My Cart page, click through to the checkout and then cancel the process before finalising a payment? If so, you will have invalidated the code and will need another one. Send us a message and we'll arrange it for you. Remember: If you're using a discount code, only put it in and click through to the checkout if you're ready to complete your order. 

Other

MinkyShop.com has been designed to work smoothly, however depending on different systems and browsers, it is possible for technical issues to arise. Please refer to this small troubleshooting guide, and do notify us if you experience any problems you can't resolve:

Colour/Size Drop Down Boxes are Empty:

- Try clearing your cookies and then refreshing the page
- Try another internet browser (IE is not recommended)
- Check your internet browser or PC to make sure you don't have anything turned on that could block the information being shown (like a type of ad-blocker or something similar)
- Check to see if you have any security software running on your PC that's blocking information from the site (if so, you can enter the security settings and mark minkyshop.com as safe)

Correspondence Issues (you haven't received shipping notifications and order updates):

- Check your email's junk mail folder. Mark messages from support@minkyshop.com as 'safe'

If you do have persisting problems that you can't seem to solve, you can contact us and we'll be happy to arrange a Paypal invoice for the items that you want.

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Return & Refunds Policy

Terms and Conditions

Please read MinkyShop's Terms & Conditions of sale.

 

My item has a small spot of dirt, marks or tiny imperfections, is this normal?

Yes, especially with footwear. The type of specialist footwear sold in MinkyShop is made to order and built from scratch according to specification. It is not constructed by a machine. Therefore tiny imperfections are fairly commonplace and come from being recently handled in the factory. However, these imperfections should be transient and barely noticeable, and any spots of dirt easily washable. In the event of something you consider more serious, please contact us.

We accept returns for the following

MinkyShop accept either returns, refunds and replacements on delivery of incorrect items (size/color/model) or items which significantly differ in design from the listed item. We also accept returns for faulty items. Where applicable, we may also offer part compensation as an option for the customer if they wish to keep the item.

 

Cooling off period

In accordance with the Electronic Commerce (EC Directive) Regulations 2002 & Consumer Protection (Distance Selling) Regulations, MinkyShop offers a 'cooling off' period in which any non-customisable goods (such as tailor made clothing, or products made to unique customer specifications at customer request) may be returned within 7 days of receiving the item(s). Full refunds will be provided for the cost of returned items meeting the above conditions less shipping; as long as said goods are returned within 7 days of customer receipt, and are in an unused condition and in their original packaging.

Damaged & defective items

We accept returns for damaged or defective goods as long as the damage was not incurred during shipping and you contact us within 7 days of receiving the item(s). Please note, photo evidence may be required as we need to present the issue to the responsible manufacturer/postal service.
 If we find the defect described once the item is returned and inspected, we will offer refunds, returns, replacements or compensation where applicable. The cost of return shipping will be provided to the customer in the form of a discount code as long as returns are made by regular Air Mail.

If the package was returned by a shipment method other than regular Air Mail, MinkyShop reserves the right to decide on the amount of shipping refund provided based on the cost of a regular Air Mail shipment. Please note that for all returned products, we will verify the condition before sending out a replacement or authorizing a refund.

We do not accept returns or offer refunds for the following

MinkyShop cannot offer refunds, replacements or accept returns on items where the customer has purchased incorrect sizes by mistake, be it footwear, clothing or otherwise, or has specified incorrect measurements for tailor made clothing. We do our best to ensure that measurements for tailor made clothing are correct by offering a thorough communication process, but ultimately the customer has sole responsibility for the final measurements they provide.

We also do not accept returns for:

- Damage to items incurred during transportation (this is the responsibility of the postal services)

- If you dislike the overall 'look' of the item 

- Made to order clothing or footwear, in accordance with the EC Directive Regulations 2002 & Distance Selling Regulations.

- Made to order goods that have already started to be manufactured for you. Usually this is around three working days after your initial purchase date.

- Clothing that doesn't fit as you expected (too small/too big)

- Tiny variances of the measurements on the listing (they are all approximations.)

- Damage caused after washing or wearing. We would strongly suggest against machine washing for all specialist lolita garments, Gakurans and items with delicate materials, embroidery and print. For more information, see 'How to Care for Your Items'.

Required condition of returned items

It is the responsibility of the customer to ensure returned goods arrived back safely. We can not accept responsibility for lost returned goods. All returned goods must be with their original packaging and in unused condition. 

Do you refund or re-imburse shipping costs?

We can't offer refunds or re-imbursements on any shipping costs unless an item is damaged or defective. Shipping is handled exclusively by the postal companies, not by MinkyShop. Once those companies have been paid and successfully delivered the item, there's no way of retrieving or re-imbursing that payment. 

Can I return an item without notifying you first?

No, in the event you wish to return an item you must contact us first with the details. In the event we agree to the return there will be details of carriage we need to discuss with you, so please don't send anything without our knowing or it may not reach us.

Can I have a refund if I reject the package because of customs or other issues?

We have fulfilled our obligation to complete and ship your order and can not be held responsible for any issues beyond our control. We are unable to provide any refunds toward rejected packages due to customs issues or any other issues at the package destination.

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 I have read and understood the Return & Refund Policy and I'm ready to make a return claim