Objection;Response

Why is my package taking so long?;Could you please provide your order number? This will help us investigate and respond promptly. You can find it in your account. Where’s my order?;Your package is [currently at customs]. Usually, it’s [checked] within [five days]. Unfortunately, we can't control the timing. The good news is — your order has passed [most of the way], and it will be with you soon :) How much longer do I need to wait for my package?;[5-7] days. Typically, customs clearance takes no more than [5] days. What if my order doesn’t show up?;We totally get why you're worried. We're keeping an eye on your order to make sure everything’s okay. It’ll be ready for you to pick up soon. What guarantees do you offer that I’ll get my order?;Our guarantees for quality, returns, and refunds are detailed in our terms. Essentially, if your order doesn’t arrive, we’ll refund your money. So, no worries — enjoy your shopping! When can I start tracking my order?;You can track your order once it passes through customs.<br><br>If the warehouse is in Germany, Turkey, or the UAE, you can track it within 3-4 business days.<br><br>If it’s from the US, it will be available to track within 14 days after passing customs. I’ve never ordered from abroad and have no idea how it works.;Ordering is similar to any online store, the only difference is that your item goes through customs. We handle all the paperwork. You simply choose your item, complete the payment, and track the package. You can check your order status in your account, and if you have any questions, we’re here for you from 9 AM to 9 PM every day. How do I get in touch with you if I need help?;We’re available every day from 9 AM to 9 PM (local time). You can reach us by phone or via the live chat on our website. We’ll answer your questions quickly and provide updates on the status of your order. Where and when can I get my order, and what do I need?;You can choose how you'd like to receive your order:<br><br>By Courier: when your package arrives in the city, you’ll get a notification via email with tracking details. The courier will contact you on the day of delivery, and you may need to show the ID you used during the order process.<br><br>Pickup Point: the package will be delivered to the pickup point you selected during the checkout. You’ll need your order number and ID to collect it. Why do you need my passport info for delivery?;We require this information to process the package through customs. Rest assured, your details are confidential and used solely for customs documentation. For more information, please refer to the Legal Info section on our website. I’m not comfortable sharing my passport details.;Unfortunately, we can't complete the order without this information. However, you have some alternatives:<br><br>— You can submit your passport details via your account on our website.<br><br>— We can send you a link to submit them via email. If you select postal delivery, you can pick up the package from your local post office with your ID..<br><br>We’ve been in business for over 15 years and value our customers’ privacy. We ensure your data is secure and only use it for customs purposes.

Objection;Response

I don’t think I can wait that long for delivery.;You’re getting a genuine brand product at a great price — the wait is worth it! And just so you know, we provide estimated delivery times, but we often end up delivering earlier than expected. I’m rushing to catch a flight, can I get my order ASAP?;Here are a few options we can offer:<br><br>— We can deliver to the city where you'll be located, either by courier or postal service.<br><br>— We can send the order to a trusted person in your home country, and once the package clears customs, we can update the recipient’s information.<br><br>— Alternatively, we can place the order now and schedule the shipment for a later time when you return.

Objection;Response<br /><br />

How can I be sure the product is genuine?;All of our products come from Europe and the USA, where counterfeits are illegal. Our suppliers follow strict EU laws and US Federal Trade Commission regulations. Can you provide a certificate of authenticity?;We work with trusted suppliers in Europe and the USA, where counterfeits are banned by law. You can verify the authenticity of your product on the manufacturer's website using the batch code, serial number, or QR code found on the packaging. If the product turns out to be fake, just send us a video of the unpacking and photos of the barcode, and we’ll issue a refund. That being said, we’ve never had any issues with counterfeits! I’m not sure how to check if the product is real.;It’s simple! Each product has a barcode or QR code. You can check the serial number on the brand’s website or use a tool like Barcode Lookup to verify authenticity. What if I get a fake product, will you refund me?;We’ve never had this issue, but if it happens, absolutely. Just send us a video of the unpacking and photos of the barcode, and we’ll process a full refund.

Objection;Response<br /><br />

I received my order, but it’s damaged. Can I send it back?;We're really sorry to hear the item was damaged. Could you send us some photos or a video of the unpacking, and let us know what’s wrong? This will help us assess the situation and figure out the way to resolve it. I’ve requested a return, when will I get my refund;Your refund will be processed in 3-10 days. Once the item reaches the supplier and gets checked, we’ll issue your refund. I got my order, but the product description says it comes with a warranty. Does that mean I can contact the warranty center if something goes wrong?;Yes, definitely! If the item breaks or gets damaged within the warranty period, you can contact the warranty center in the country where the product came from. They might either refund you or replace the item. I want to return a defective item, but it’s been 16 days since I picked it up. Sorry, I’ve just been busy.;I understand. Unfortunately, it’s been more than 15 days since you received the item. But don’t worry, we’ll still do our best to help you with this. I got the delivery notification, but I don’t want to pick up my order. Can I return it?;Unfortunately, once it’s delivered, we can’t process a return. If you don’t pick it up, the item will be disposed of, and we won’t be able to refund you. Hi! I just picked up my order, but the jars of supplements inside are broken. I’ve already requested a return. Do I need to send the items back? And when will I get my refund?;Hi there! No need to send the items back. We’ll refund you within 3-10 days, depending on your bank. I received a leather jacket, but there’s a noticeable scratch on it. I’ve sent photos and videos. What should I do?;We’re really sorry this happened! As compensation, we can offer you up to 15% back on the jacket’s price.

Objection;Response<br /><br />

I really like this bag, but there’s no info about it on the website, and no reviews either. I don’t want to risk spending that much on something I’m not sure about.;We completely understand. We guarantee the quality of all our products, and we have a return policy in case it’s not quite right for you. Would you like more details about this bag?

Objection;Response<br /><br />

These sneakers are too expensive for me. I’ll pass for now, but I’ve added them to my cart just in case.;They’re definitely a bit of an investment, but they’re also a really solid choice. If you’d like, I can explain some of the key benefits and features that make them worth the price, like [specific features of the product].

Objection;Response<br /><br />

I’ve already made up my mind. I’m not looking to buy anything.;Just wanted to mention that this product might be useful for [specific benefit]. If it helps, we’re offering a special discount right now.

Objection;Response<br /><br />

I’m not sure about the U.S. size chart. I usually wear a EU 36. Can you help me out?;Sure! A European size 36 is the same as a US size 8. To make things easier, you can use our size calculator — it’ll automatically convert your measurements to any country’s size chart. I want to buy a cap, but I’m not sure about the fit. I don’t want it to be too tight or too loose. Can you help?;To get the right fit, measure the length of the curve from the back of your head to the middle of your forehead. Once you have that, divide it by two — the result is the cap’s depth, which ensures it won’t feel too tight or too loose. Why don’t you have a standard size chart? Why do I have to compare and calculate all this?;I know it’s a bit of a hassle! Unfortunately, there’s no universal size chart worldwide. Each brand has its own sizing. But don’t worry — you can use basic size charts (European, US, etc.) or simply use our size calculator to convert your measurements. It’ll save you time! Why do sizes vary by brand? I’ve noticed that the size labels are the same, but the numbers don’t always match.;That’s totally normal! Every brand has its own sizing chart. For example, one brand might list a size "M" as fitting chest measurements of 90-95 cm, while another brand might list it as 92-97 cm. So the fit can vary a bit depending on the brand. We recommend checking the brand’s size chart before you buy.