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#Frequently asked questions

Click the frequentle question below

How long does it take for home delivery?
Delivery time depends on which delivery service you choose and where you are located. Due to COVID-19 it is difficult to estimate exact delivery time. You will be notified by our customs service officer about precise delivery time before your purchase.
What courier do you use for deliveries?
Regular orders are processed via EMS, FedEx, UPS or DHL. Moreover, our company works with Cargo Companies (Vingo, ADDK, and etc.) for wholesale purchases to ensure that our customers get the cheapest delivery rates.
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it may come from a noreply email address. To ensure emails reach you, add the domain to your safe senders list. Even though you cannot find the dispatch email contact our customer service center or call us.
Do you deliver on Weekend?
It depends on the service you choose. Our courier companies (DHL, FedEx, UPS, and EMS) do not offer the service to deliver on weekends currently. Only flight Cargo Service is available during the weekends. Minimum quantity is 100pcs from each product category.
Why can’t I select next day delivery?
We can only offer next day on goods we have in stock at our dispatch depot. If the product is out of stock for quick deliveries the company may charge extra fees if the customer agrees.
 When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
Can I track my item?
Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order. Please visit: for International orders shipped via for all orders shipped by for all oversized orders shipped by Tufnell’s. Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 8pm (KST) Monday to Friday. For orders placed after 4pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.
Can you confirm you have received my return?
We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete. We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it. Should you have any queries about your return, please feel free to contact our Customer Service team via email.
How long will it be before I get a refund?
Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.
Who pays for return postage?
If you are returning an unsuitable item for a refund, we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
How do I apply a promotional code?
You can add a valid promotion code in the Basket.