Q: How do I place an order?

Placing an order is easy. Just follow these steps:1. Select the delivery country (top left corner of the site).2. Choose the item you wish to buy, select the size/colour, and click ADD TO BASKET.3. Once you have added all your items, click on the Basket icon (top right corner) and select your delivery option.4. Click on PROCEED TO CHECKOUT.If you are a new customer, fill in the required delivery information and complete the order by selecting a payment method. You can log in to MY ACCOUNT at any time using your email and password. You will also receive an order confirmation and updates via email.

Question 1

Is ordering online secure?

Accepted Answer

Yes, absolutely. We take payment security very seriously. All purchases on our website are guaranteed maximum security. When you order online, your payment details are encrypted using SSL (Secure Socket Layer) technology. This industry-standard protocol ensures that your data is transmitted securely over the internet. Your payment details are never stored on our servers.

Question 2

How do I place an order?

Accepted Answer

Placing an order is easy. Just follow these steps:
1. Select the delivery country (top left corner of the site).
2. Choose the item you wish to buy, select the size/colour, and click ADD TO BASKET.
3. Once you have added all your items, click on the Basket icon (top right corner) and select your delivery option.
4. Click on PROCEED TO CHECKOUT.
If you are a new customer, fill in the required delivery information and complete the order by selecting a payment method. You can log in to MY ACCOUNT at any time using your email and password. You will also receive an order confirmation and updates via email.

Question 3

How do I view what´s in my shopping basket?

Accepted Answer

To view the contents of your basket, simply click on the basket icon in the top right corner of the page. To change the quantities, go to VIEW BASKET and there you can modify the amounts.

Question 4

How do I manage items in my basket (add, remove, or change quantity)?

Accepted Answer

Managing your basket is easy: To add an item: Select your size/colour on the product page and click ADD TO BASKET. To view your basket: Click the basket icon in the top right corner of the page. To change quantities: Click inside the basket and it will take you to the ´Shopping Basket´ page where you can add and remove products. To remove an item: Click the DELETE button located below the quantity controls.

Question 5

How do I remove items of my basket?

Accepted Answer

To remove an item from your basket, please click on the basket icon in the top right of our page. Then click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.

Question 6

How do I change the quantity of a particular item in my basket that I want?

Accepted Answer

To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.

Question 7

Why is an item in my shopping basket no longer available at checkout?

Accepted Answer

Our stock is updated in real-time. Adding an item to your basket does not reserve it. Until you complete the checkout process, the item is still available for other customers to purchase. If an item goes out of stock before you finish paying, it will be removed from your basket.

Question 8

Why is an item I added yesterday no longer on sale today?

Accepted Answer

Adding an item to your basket does not lock in the sale price. Prices are determined at the time of checkout. If a sale or promotion expires while the item is in your basket, the price will revert to the standard price. We recommend placing your order as soon as possible to secure the best deal.

Question 9

How will I know if you have received my order?

Accepted Answer

Once you have completed the checkout, an order summary will appear on your screen showing your order total, shipping address, and items purchased. You can print this for your records. You will also receive an order confirmation via email. Additionally, you can verify your order details at any time by logging in to MY ACCOUNT with your email and password.

Question 10

How do I reset my password?

Accepted Answer

If you have forgotten your password, go to the login page and click on the “Forgotten your password?” link. Enter your email address and click Send. You will receive an email with a reset link (please check your spam folder if you don’t see it within a few minutes). Click the link in the email and follow the prompts to create a new password.

Question 11

Will you notify me when my order has been dispatched?

Accepted Answer

Yes. As soon as your order leaves our warehouse, you will receive a shipping confirmation and tracking information via email. You can also track the status of your order at any time by logging in to MY ACCOUNT.

Question 12

How do I check product availability and delivery times?

Accepted Answer

You can check the availability of any item directly on the product page. Next to the price, you will see an estimated delivery date.
In Stock: Items in our warehouse are ready for immediate shipment.
On Demand: Some items are ordered from suppliers; the delivery date will reflect the extra time needed.
Multiple Items: If you order several products, the delivery date is calculated based on the item with the longest wait time, so everything arrives together.
Important: The delivery date is an estimate based on availability, shipping method, and payment confirmation. It does not include weekends or public holidays.

Question 13

How do I choose the right size?

Accepted Answer

To help you find the perfect fit, we provide a Size Chart on every product page. You can find this link just below the product description or near the size selection menu.Additionally, for many items (such as shoes or clothing), you will see a ´What is my size?´ button. Click this to open our size recommender tool, which will suggest the best size based on your measurements.

Question 14

Can I place an order for a club or association?

Accepted Answer

Yes! Tradeinn offers special discounts and conditions for clubs and associations.To sign up, please send your club details via email using our Contact Page. Once registered, we will send you login details to access our exclusive club area, where you can view special offers and place orders directly. We look forward to welcoming your team!

Question 15

How can I add my Company name and VAT number to the invoice?

Accepted Answer

If you need an invoice with your company details, you must enter this information during the checkout process. When filling in your billing address, please ensure you complete the Company Name and VAT Number fields. Important: Please double-check your details before finalizing the order. For legal reasons, we cannot modify or reissue invoices once they have been generated.

Question 16

Why can´t I see the ´ADD TO BASKET´ button?

Accepted Answer

If the ADD TO BASKET button is not visible, it likely means the product is currently out of stock, discontinued, or cannot be shipped to your selected delivery country.Please do not hesitate to contact us. Our team will be happy to assist you in finding a suitable alternative!

Question 17

What is My Account and what can I do there?

Accepted Answer

My account is your personal dashboard. From here, you can:
- View your order history and track shipments.
- Cancel your order (when available).
- Modify your shipping address (before the order is shipped).
- Initiate a return or warranty request.
- Manage returns and support messages.
- Contact customer support directly from your account.
- Download invoices and return labels
- Update your newsletter preferences.

Question 18

Can I change my delivery address after I have placed my order?

Accepted Answer

Yes, but only if your order has not yet been shipped. To modify the address:
1. Log in to MY ACCOUNT.
2. Open the specific order.
3. Click on Edit shipping address.
Important: Once an order status changes to ´Shipped,´ we can no longer modify the delivery or invoice address. Please double-check your details before finalizing your purchase.

Question 19

Can I purchase VAT-free as a company (EU only)?

Accepted Answer

Yes. If you are ordering for a company within the European Union and hold a valid international VAT number (VIES registered), we can issue a VAT-free invoice. How it works:
1. Place your order and fill in your company details and VAT number. You will be charged the full amount initially (including VAT).
2. Once your order has been shipped and your VAT number validated, we will verify the exemption.
3. We will then refund the VAT amount to the original payment method.
Please note: To comply with EU regulations, the delivery country must match the country where the VAT number is registered. If they do not match, we cannot refund the VAT.

Question 20

What are the different order statuses?

Accepted Answer

You can check the current status of your order at any time by logging into My Account. Below is an explanation of the different statuses you may see:
New: Your order has been registered. At this stage, you can still log into your account to modify, delete, or add items, as well as change your delivery address.
In order to our dispatch centre: The product is currently being transported to our main warehouse to be shipped.
Note: Tradeinn works with its own stock and with more than 2,000 suppliers connected daily. We update availability in real-time to offer you the widest possible catalog, always at the best price. Some products may require additional delivery time depending on supplier availability.
Preparing for shipment: Our team is preparing your package. Your order will leave our warehouse very soon.
Sent: Your order has been dispatched. You can now click on the tracking number to follow the delivery. Please allow at least 24 hours for the carrier to update the tracking status in their system.
Delivered: The tracking indicates that the package has been delivered.
Important: If the tracking says ´Delivered´ but you have not received your package, you must report it within 7 days.
If an item arrived damaged due to transport, you must submit a claim within 3 days of delivery.

Question 21

Which countries do you ship to?

Accepted Answer

We ship worldwide! You can select your delivery country in the top left corner of our website. If you cannot find your country in the list, please contact us, and we will double-check availability for you. Note: Due to manufacturer agreements, some specific brands may have shipping restrictions and cannot be sent to certain countries.

Question 22

How can I download my invoice?

Accepted Answer

You can download your invoice directly from MY ACCOUNT in your order history. Important: Invoices are generated only after the order has been shipped. If you just placed your order, please wait for the shipping confirmation; the invoice will become available for download shortly after.

Question 23

How do I track my order?

Accepted Answer

Once your order has left our warehouse, you will receive an email confirming that your package is on its way to your home or pickup point. This email will include a link to track your package so you can check its status at any time. Additionally, under the ´MY ORDERS´ section in MY ACCOUNT, you will find detailed information and a shipment tracking link. Additionally, you will find here the contact details of the shipping companies in case you need to contact them.

Question 24

How much does delivery cost?

Accepted Answer

Shipping fees vary depending on the destination, weight, and volume of your items. To see the exact shipping cost: Add the items you want to your basket. The shipping cost will update automatically in the basket summary. You can verify the total price before proceeding to payment. Please note: We currently do not offer free shipping as costs are calculated individually for each order.

Question 25

Which courier will deliver my parcel?

Accepted Answer

You can choose your preferred delivery option during the checkout process. Once you have added items to your basket and proceeded to checkout, a list of available couriers and their estimated delivery times will be displayed.We will ship your order using the service you selected. For more details on the carriers we work with clicking here . You can also always find all information regarding your order by logging into MY ACCOUNT. Sustainability commitment: We strive to work with transport companies that care about the environment. Learn more about our eco-friendly partners here click here.

Question 26

What happens if I am not at home when the delivery arrives?

Accepted Answer

If there is nobody to receive the parcel, the driver will either attempt a new delivery, deposit your parcel at a neighbor or take your parcel to be securely held at the local Post Office or Depot.
If you have not received your parcel, the driver may have left a delivery notice stating the location of your parcel. Please follow the instructions left by the driver.
You also can contact the courier to have more details about your parcel:
- Parcel Force (United Kingdom): 0344 800 4466 or Clicking here
- Royal Mail (United Kingdom): Clicking here
- USPS (USA): 877-569-6614 or email fast@usps.gov
- DHL (Worldwide): Click here
- UPS (Worldwide): Click here
- DPD (Worldwide): Click here
- For all other countries, please contact your local post office. We provide a list of carriers: Click here

Question 27

How can I get the TAX FREE form?

Accepted Answer

If you are receiving your order in Spain but plan to export it outside the European Union, you can claim a VAT refund through our partner, INNOVA TAX FREE.
How to request your Tax Free form: Select Spain as the delivery country on our website and place your order. You will be charged the standard price including Spanish VAT. Immediately after ordering, please contact us via My Account selecting the contact reason: ´I need to provide some documentation´. Then provide the following details: Final destination address (outside EU), date of birth, and passport number. We will generate the INNOVA TAX FREE form and attach it to your order. When leaving the EU, you can present this form to claim your refund.

Question 28

What happens if my order is returned as undeliverable?

Accepted Answer

If the courier cannot deliver your parcel within 2 weeks, it will be returned to our warehouse. Common reasons for this include:
- Incorrect or incomplete address, failure to collect the parcel from a pickup point within the time limit or delivery refused by the recipient.
- Refund policy for returned parcels: Once we receive the returned package, we will process a refund for the items.
- Important (Non-EU Orders): If a parcel is returned because you refused to pay customs duties or taxes, we will refund the product cost minus the original shipping fees and any return costs.

Question 29

Can I ship my order to a different address?

Accepted Answer

Yes, absolutely. Your shipping address can be different from your billing address. During checkout, simply uncheck the ´Use billing address for shipping´ box and enter the recipient´s address.
Billing Address: Must match the address registered to your bank card.
Shipping Address: Where you want the parcel delivered.

Question 30

Can I cancel an order after it has been shipped?

Accepted Answer

You can cancel your order directly from your account within a limited time frame after purchase. To cancel your order:
1. Log in to MY ACCOUNT.
2. Go to the My Orders section.
3. If your order is still within the cancellation period, you will see a CANCEL button next to it. Simply click it to proceed.
Important: If the button is not visible, it means the order is already being prepared for shipment and can no longer be cancelled online. Please contact our support team immediately if you need assistance.

Question 31

Do you ship to PO Boxes or Military (APO/FPO) addresses?

Accepted Answer

No. For security reasons, we cannot ship to PO Boxes or APO/FPO military addresses. Our transport partners require a physical street address and a valid phone number, as a signature is often required upon delivery to ensure your package arrives safely.

Question 32

What happens if an item goes out of stock after I order?

Accepted Answer

While we strive to maintain accurate stock levels, occasional discrepancies may occur.If an item in your order is found to be unavailable during preparation:
1. We will immediately ship the rest of your order so you don´t have to wait.
2. We will issue an automatic refund for the missing item to your original payment method.
3. You will receive an email notification detailing the changes.

Question 33

My tracking says ´Delivered´ but I haven´t received my package. What should I do?

Accepted Answer

If the tracking shows the driver completed delivery, it should indicate where the package was left. Shipments that don’t require a signature may be left in a safe place such as a front porch, side or back door, garage, etc.
If a signature was required, it may have been signed for by a neighbor or someone else at your address. A delivery notice should indicate if it was left with a neighbor or at another location.
Please check with other residents, neighbors, and around all entrances of your home (porches, bushes, garage, grills, etc.). Drivers may also use plastic bags to protect packages from weather.
If you still cannot locate the package, contact the shipping company directly so they can verify the delivery status.
If they confirm delivery and you suspect theft (building lobby, mailbox, doorstep), please file a police report and send us a copy so we can start the claim process with the carrier.
To submit the claim, log into MY ACCOUNT, select the order, click on Contact, and choose: I have revised the tracking and I have a problem with the shipment of my order.

Question 34

When can I return my product?

Accepted Answer

You can return any item within 30 days of receiving your order, for any reason. To be eligible for a refund, items must be in perfect condition: unused, with original tags attached, and in their original packaging. To start a return, simply log in to MY ACCOUNT and follow the instructions here: returns.

Question 35

Which items cannot be returned?

Accepted Answer

Yes, there are exceptions. For hygiene, safety, and customization reasons, we cannot accept returns for:
Personalized items: - Custom-made shoes, jerseys, or skis with mounted bindings.
- Perishable goods: Food or nutrition products.
- Hygiene products: Unsealed cosmetics, underwear, or swimwear.
- Safety equipment: Climbing gear (ropes, carabiners) that has been unpacked.
- Digital media: Unsealed software, DVDs, or games.
Note: If an item is faulty or defective, you can return it regardless of the category. Please find all further information here: returns.

Question 36

Is the return shipping free?

Accepted Answer

You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We only ask you to please log in to MY ACCOUNT. Please find all further information here: returns.
From Spain you can make a return using Mondial Relay/Inpost, the return label cost starts from 4.99€.
Mondial Relay/Inpost: this service is available for the following countries: Belgium, Italy, Netherlands, Germany, France, Luxembourg, Portugal and Monaco, the return label cost starts from 7.99€.
Remember that the price of the return depends on the weight of the items being returned.
GLS: this service is currently available for the following countries: Austria, Croatia, Czech Republic, Denmark, Estonia, Finland, Hungary, Ireland, Lithuania, Latvia, Poland, Slovakia, Slovenia and Sweden. For Romania, Bulgaria and Greece, you can use Spring.
Remember that the price of the return depends on the weight of the items being returned and the price varies from 7,99€.
If you are returning from the United Kingdom, you can use Royal Mail (Spring). If the carrier you have used for the shipment of your order has been another, the package must be shipped at your cost with the carrier of your choice.
For customers located OUTSIDE the European Union or countries not listed above, we suggest using DHL as we have a special agreement with them. With DHL, your shipment will be dispatched quickly and efficiently.
For any return you can print the return label directly in MY ACCOUNT.

Question 37

How do I know if you have received my return?

Accepted Answer

The time it takes for your parcel to reach our warehouse depends on the courier you chose. You can check the status of your return shipment using the tracking number provided by the courier. Once we receive and inspect the items, we will process your refund and notify you via email.

Question 38

How do I return an item? Can I exchange it?

Accepted Answer

To return an item, log in to MY ACCOUNT and open a Return Request.
Do you want to exchange an item? We do not offer direct exchanges. If you need a different size or colour: Return the unwanted item for a refund. Place a new order for the correct item immediately. This ensures you get the stock before it runs out! To learn more about returns and exchanges please click here: returns.

Question 39

What should I do if I receive the wrong item?

Accepted Answer

We sincerely apologize if we sent you the wrong product. Please log in to MY ACCOUNT, select your order, and open a Return Request selecting ´Incorrect item shipped´ as the reason. We will guide you through the free return process and ensure you get the correct item or a full refund as quickly as possible.

Question 40

How do I prepare my parcel for return?

Accepted Answer

1. Pack your items: Place the items in their original product packaging with all tags attached. The items must be in perfect, unused condition.
2. Protect the package (Important!):Place the product inside a shipping box or bag (you can reuse the one we sent you).Do not attach labels or tape directly onto the original product box (e.g., shoe boxes), or your return may be refused.
3. Attach the label:Stick the return label on the outside of the shipping parcel.
Refund Timeline:Once we receive and inspect your return, we will process your refund within 10 days. You will receive a confirmation via email.Please note: Depending on your bank, it may take an additional 2–10 business days for the funds to appear in your account.

Question 41

How and when will I receive my refund?

Accepted Answer

Once your return is approved, we will issue the refund to your original payment method and send you a confirmation email. Timeline: Depending on your bank and payment method, it typically takes 4 to 10 business days for the funds to appear in your account.

Question 42

I lost the original packaging. Can I still return the item?

Accepted Answer

Outer shipping box: If you lost the cardboard box we shipped the order in, don´t worry. You can use any sturdy box or bag to pack your return.
Product Packaging (e.g., Shoe box, branded tags): This is mandatory. Returns are only accepted if the item is in perfect condition with its original product packaging and tags intact. If you are missing the product packaging or tags, please contact us before sending the return, as it may be rejected.

Question 43

What should I do if my package is damaged or items are missing?

Accepted Answer

When the delivery is made, carefully inspect the package for any signs of damage, tampering, or loss. If it appears open or damaged (e.g., broken seal) and contents seem affected, open and check them in the presence of the driver.
If the contents are damaged or any items are missing, refuse the delivery. Also, contact customer service immediately. The driver’s verbal acknowledgment alone is not valid proof.
For high-value items, we recommend recording a video while opening the package. Claims may be rejected without photo/video evidence taken at delivery, a written report by the driver, or an invoice/proof of purchase.
Submit your claim in writing within 72 hours of delivery. Claims after this period cannot be accepted.
To submit a claim, go to MY ACCOUNT, select the order, click on Contact, and choose: My product was damaged during shipping.

Question 44

Can I finance my purchase?

Accepted Answer

Yes! We want to make your shopping experience as easy as possible. Depending on your location, you can finance your purchase using Klarna or PayPal.

Question 45

What payment methods and financing options are available?

Accepted Answer

We offer a wide range of payment alternatives to suit your needs, secured by Adyen and SSL encryption. Our main payment methods include credit and debit cards, PayPal, Bizum, Revolut, Apple Pay, Google Pay, and Klarna.
To make your purchase easier, we also provide the following financing options:
PayPal: In addition to direct payments, PayPal offers financing and installment plans (such as ´Pay in 3´), subject to approval.
Klarna: This service allows for flexible payments, including paying instantly, paying after delivery (try before you buy), or paying in installments. Klarna is available in Sweden, Finland, Norway, Denmark, Germany, the United Kingdom, Austria, Spain, Italy, France, Poland, and Switzerland.

Question 46

Is it safe to use my credit card on your website?

Accepted Answer

Yes, absolutely. We take your security very seriously. All transactions are encrypted using the SSL (Secure Socket Layer) protocol, which is the industry standard for secure data transmission. Furthermore, we never store your banking or credit card details on our servers.

Question 47

Why was my payment declined?

Accepted Answer

If your payment was rejected, please check the following:
- Data Entry: Ensure your card number, expiration date, and CVV code are correct.
- Card Type: We accept Visa, MasterCard, JCB, American Express, and Maestro.
- Bank Restrictions: Banks sometimes flag online transactions as a security precaution, especially if it is your first purchase with us, if the card is new, or if you have made several recent purchases.
Recommendation: If the error persists, we suggest contacting your bank to authorize the transaction. If the error is technical (on our side), please contact our customer support.

Question 48

Will I be charged VAT or Customs Duties?

Accepted Answer

Taxes depend on where your order is being shipped:
European Union (EU): VAT is already included in the price you see on the website. You will not be charged extra upon delivery.
United Kingdom: The price you see on our website is the final cost. There are no additional VAT or duty charges requested on delivery.
Australia & Singapore: Prices already include the Goods and Services Tax (GST).
Rest of the World (Non-EU): We do not charge VAT or sales tax. However, your package may be subject to local customs fees, import duties, or taxes once it arrives in your country. These charges are paid directly to the courier or customs office, not to us. We recommend checking with your local customs office for an estimate of these costs.

Question 49

Are there any hidden fees or extra charges not shown on the website?

Accepted Answer

We do not charge any hidden fees.For EU and UK customers: The price you see at checkout is exactly what you pay.For International customers (Non-EU): While we do not add extra charges, please note that product prices for non-EU countries do not include VAT. Therefore, your package may be subject to local import duties, taxes, or customs fees upon arrival. These are government charges paid directly to the courier, not to us. We recommend checking with your local customs office for an estimate.

Question 50

Do I have to pay for customs taxes?

Accepted Answer

This depends on your delivery destination:
European Union (EU) & United Kingdom: No. The price paid at checkout is final. No additional taxes will be requested upon delivery.
Rest of the World: Yes, customs duties and taxes may apply. These are determined by your local authorities based on the value, weight, and type of items.
Important Policy regarding International Customs:
Responsibility: Import duties and handling fees are not covered by us and are typically collected by the courier upon delivery.
Refusals: If you refuse to accept a shipment due to customs fees, the return shipping costs and any duties paid on your behalf will be deducted from your refund.
Delays: We are not responsible for delivery delays caused by customs clearance procedures.
Tip: Some countries have a tax-free threshold for smaller orders. We recommend consulting your local customs office to find the most cost-effective way to order.

Question 51

What are CoINNs?

Accepted Answer

CoINNs are our exclusive loyalty points designed to reward you! You can earn CoINNs easily by purchasing items in any of our stores, following us on social media, or writing reviews for products you have bought. Best of all, you can redeem your CoINNs for discounts on future orders. Start collecting them today and save on your next purchase! To learn more about CoINNs: click here.

Question 52

How do I know if my payment was successful?

Accepted Answer

As soon as your payment is received, we will begin preparing your order immediately (subject to stock availability). You will receive an email confirmation once your order has been processed and shipped. If there are any issues with your transaction, we will contact you via email to resolve it.

Question 53

Accepted Answer

Question 54

Can I submit my payment even though the time to pay for my order has expired?

Accepted Answer

Please contact our Customer Service by email and give us your order number. If we have your items available we can reactivate your order and proceed with the shipment once we have received your payment.

Question 55

Why do I see a pending or duplicate charge on my card?

Accepted Answer

In some cases, your bank may place a temporary authorization on your card when you place an order. This is not a final charge, but a reservation of funds to verify that the payment method is valid. If the payment is not completed or the order is cancelled, this authorization will be automatically released by your bank. The time it takes for the pending amount to disappear depends on your bank’s policies and usually ranges from 2 to 10 business days. Tradeinn does not receive or control these temporary authorizations. For more precise information, we recommend contacting your bank or card issuer directly.

Question 56

Why does the amount charged differ due to currency conversion?

Accepted Answer

If your payment is made in a currency different from your card’s local currency, your bank or card issuer applies the exchange rate at the time of processing the payment.
The final amount may vary slightly due to:
- The exchange rate set by your bank or card issuer
- Possible foreign currency conversion fees
Tradeinn does not control exchange rates or conversion fees. For detailed information, please contact your bank or payment provider.

Question 57

How do I use PayPal as payment option?

Accepted Answer

If you would like to pay per PayPal when placing an order, please click on the PayPal option when checking out. New PayPal users who would like to use PayPal as payment method, will be redirected to the PayPal website to sign up for an account.

Question 58

Accepted Answer

Question 59

How can I cancel my order?

Accepted Answer

If you change your mind, you can cancel your order as long as it hasn´t been picked and packed at our warehouse yet. To do this, simply log in to your account and select ´Cancel order´ or ´Remove product.´ If these options are no longer available, it means your order has already been processed and can no longer be canceled. However, once you receive your items, you can log in to your account to arrange a return.

Question 60

Am I able to add an item to an order that has not yet been shipped?

Accepted Answer

Yes! You can add an item as long as your order hasn´t been shipped yet. To add an item, log in to your account, find the product you would like to purchase, and click ´Add to order.´ Please note that once an order has been shipped, it cannot be modified.

Question 61

How do I contact customer service?

Accepted Answer

Our customer service team is here to assist you with any questions or requests. You can contact us through My Account or via Live Chat.

Question 62

Why should I rate my items and how do I do it?

Accepted Answer

We invite you to rate your items by writing a review on our website. Not only does this help other customers make informed decisions, but you will also earn 20 CoINNs for your next order! To leave a review, simply log in to My Account, select your order, choose the item you wish to rate, and click ´Write a review.´ Once your review is validated, 20 CoINNs will be automatically added to your account.

Question 63

How do I unsubscribe from your newsletters?

Accepted Answer

We’re sorry to see you go! To unsubscribe, simply click the link found at the bottom of any of our newsletters. Alternatively, you can log in to My Account, look for the section ´Do you want to receive the newsletter?´ and deactivate it.

Question 64

How do I know your products are authentic?

Accepted Answer

As an official dealer for every brand we sell, we guarantee that all products on our website are 100% genuine. We only trade with reputable manufacturers to ensure the highest quality, and we never sell fakes, counterfeits, or replicas. Additionally, all our items are covered by a 2-year manufacturer´s warranty.