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How do I cancel my order?
To ensure swift processing of your orders, cancellations are accepted within 12 hours from the time of purchase. Should you wish to cancel, please reach out through our contact form at the bottom of the page, selecting ‘Cancel order’ as your subject. It’s imperative to provide the correct order number to facilitate the cancellation process. Orders without a valid order number cannot be processed. Upon successful cancellation, refunds will be issued to the original payment method used, whether it was a credit card or PayPal. Note: Depending on your bank or credit card issuer, the refunded amount may be subject to a 1-3 day hold, over which we have no control.
How do I make changes to my order (e.g., change the address)?
To amend your order details, the best approach is to cancel within the initial 12 hours and place a new order with the correct information. For assistance, please utilize our contact form.
How do I request a refund?
Refunds or reshipments are available if your order is not received within 30 days (the maximum delivery time), if the wrong item is delivered, if you’re not satisfied with the product received (it must be returned at your expense in unused condition), or if your order is cancelled within 12 hours of purchase. Refunds are not issued for orders not received due to incorrect shipping information provided by the customer, lost due to exceptional circumstances outside of our control, or for orders cancelled after 12 hours. To request a refund, fill out our contact form at the page’s bottom, selecting ‘Refund order’ and ensure you provide the correct order number. Refund requests can be made within 30 days following the maximum delivery window.
What is the status of my order? Has it already been shipped?
Estimated delivery times range from 5-20 days, varying by the country of sale, with a maximum delivery timeframe of 30 days. You’ll receive an email with a tracking number once your order ships. Occasionally, tracking may not be available. Items in the same purchase may ship in separate packages without additional shipping fees. We are not responsible for customs fees for shipped items.
How do I track my order?
Tracking numbers are provided upon shipment. You’ll receive an email with this tracking code to follow your order’s journey. Visit for the most up-to-date tracking information. Please note that the tracking status might not immediately reflect the current status of your order.
My tracking says 'no information available at the moment' or 'Not found'
It may take 5-7 business days for tracking information to update. If it’s been longer than 7 business days since your order was placed and there’s no update, please contact us for assistance.
I received the wrong product or my order doesn't match the picture/description. What do I do?
If the item you received doesn’t match your expectations or the product description, please verify the order confirmation email first. If there’s still an issue, fill out our contact form at the bottom of this page, choosing ‘Wrong product received’, and include clear photos of the item along with a detailed description of the discrepancy. Remember to provide your correct order number for us to assist you effectively.
What should I do when I have received damaged goods?
For damaged items, please document the issue with clear photos and detail the damage via our contact form, selecting ‘Damaged product received’. Our team will review your submission and get back to you as soon as possible.
I ordered multiple products but I have only received one/some of them?
Items from the same order may be shipped in separate packages for logistical reasons, at no additional shipping cost to you. If not all items have arrived, please allow the full 30 days for the remainder of your order to be delivered.
In what currency will I be charged?
You can choose your preferred currency at the top of our website. Prices will be converted to your selected currency based on Google Finance’s conversion rates. Most transactions are processed in USD, and you will see the total order amount in USD on your order confirmation. If your account is in a different currency, you may experience a different exchange rate or a foreign transaction fee from your bank or credit card provider. We recommend contacting your bank or credit card provider for details as we are not responsible for exchange rate changes or fees.
Why doesn't your customer service offer phone support?
We believe in providing efficient and thorough support through our online email system, allowing us to address your inquiries comprehensively. Our customer service team, based in Europe, consists of real, knowledgeable individuals available 24/7 to assist you.
How long will it take to respond to my support request?
Response times can vary based on time zone differences and current inquiry volumes. We aim to respond within 1-5 days, but more complex queries may take longer. During holidays, response times may be longer due to increased email volume. We appreciate your patience and will respond as quickly as possible.
Why am I not receiving any email notifications?
If you haven’t received email confirmations or notifications, check your Junk or Spam folders and ensure no firewall or anti-spam software is blocking our emails. If you still face issues, you may have entered an incorrect email address during the order process. For assistance, please use our contact form and select ‘Not receiving notifications’.
I have a general question about a product before purchasing it?
For any pre-sales questions or additional information about our products, please reach out through our contact form at the bottom of the page, selecting ‘Presales’. We’re here to assist you!

If you have any questions, please fell free to get in touch with us.
We will reply to you as soon as possible. Thank you!

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Company information:
G1 eCommerce Sp. z o.o.
Street: Heweliusza 11/811
Zip code: 80-890
City: Gdansk
State: Pomorskie
Country: Poland
VAT: PL58335000367

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