Shipping & delivery

Discreet packaging. Every order leaves in a plain, unbranded carton. There is no product name, no brand, no logo and no image anywhere on the outside, and nothing on the shipping label or customs declaration that describes the contents. The sender name is a neutral trading name, and the same neutral name appears on your card statement.

Where we ship from. Orders are fulfilled by our warehouse in China and shipped internationally. Because of that, delivery takes longer than buying from a shop in your own country — the estimates below are realistic rather than optimistic.

Current options: Standard Tracked — China to EU (12–20 working days); Express Tracked — China to EU (7–12 working days).

Tracking. You receive a tracking number by email when the parcel is dispatched. You can also look it up on the Track order page using your order number. International tracking sometimes pauses for several days while a parcel moves between hubs or clears customs. That is normal, but if nothing changes for more than five working days, tell us and we will chase the carrier.

Customs, duties and import VAT. For the destinations offered at checkout, import VAT and duties are prepaid by us, so nothing should be collected when the parcel arrives. If a customs office or carrier nevertheless charges you, send us the receipt and we will reimburse the amount in full. We cannot deliver to addresses where the consignee refuses to pay a charge that we were unable to prepay — in that case the parcel may be returned or destroyed, and we will contact you before deciding what to do.

Delivery address. You are responsible for the accuracy of the address you enter. If a parcel is returned to us because the address was wrong or nobody collected it, we will contact you to arrange reshipment; the second shipping cost is yours unless the mistake was ours.

Lost parcels. If tracking shows the parcel as delivered but you cannot find it, check with neighbours and your local depot first, then contact us within fourteen days of the stated delivery date. We will open an investigation with the carrier. Where a parcel is confirmed lost in transit, we replace it or refund you in full — that is our risk, not yours.

Damaged in transit. Photograph the box before opening it if it looks damaged, then photograph the product. Send both to us within seventy-two hours of delivery and we will arrange a replacement at no cost. Do not return a damaged item without contacting us first, as we may not need it back.

Where we deliver. We currently ship to the European Union and the United Kingdom. If you are elsewhere and want to order, write to us — we may be able to arrange it case by case.