1. Why haven't I received any order information after placing an order?
Upon successful placement of your order, our system will automatically send a confirmation email.
Due to high email volumes, the message may be classified as spam or junk mail. Please check your spam/junk folder first.
If you still have not received any email, please contact our customer service via WhatsApp at: +44 7745308364.
2. Why can't I track my order using the tracking number from the email?
Once your order is shipped, our system will simultaneously send you a tracking page and a tracking number. However, it typically takes 1–3 days for the logistics system to update the information.
It is normal if you cannot track the order before this update occurs. We kindly ask for your patience.
If you have any questions, feel free to contact our online customer service at any time.
3. Why hasn't the logistics information updated for 3–4 days?
In international logistics, brief transportation delays can occasionally occur, which is normal. Possible reasons include:
  • During the international transit phase (e.g., by air or truck), intermediate stops may not be updated in real-time.
  • Customs clearance queues, which usually take 2–5 days.
  • Overloaded local distribution centers, which is common in countries such as the Netherlands, Germany, and Poland during peak traffic periods.
    Logistics companies do not always update information continuously—the status often changes only after the package reaches the next checkpoint.
    Please don't worry; your package is still on its way.
4. When will my order arrive?
The standard delivery time is 6–15 business days.
Due to factors beyond our control, such as flights, customs clearance, and local delivery, the actual delivery time may vary slightly. Thank you for your understanding.
5. Where was my package shipped from?
By default, all packages are shipped directly from China.
For large wholesale orders, we may arrange shipment from our European warehouse, depending on product availability.
6. Why is the amount charged higher than the order total?
This may be due to additional fees associated with international credit card payments:
  • Exchange rate differences applied by your bank.
  • International transaction fees charged by some card-issuing banks.
    These fees are collected directly by the bank from the cardholder and are not related to the seller.
7. Why did my credit card payment fail?
The success rate of international credit card payments can sometimes be lower, and this does not necessarily indicate an issue with your card or our store.
If the payment fails multiple times, we can recommend a local payment method with the highest success rate. Please contact customer service for assistance.
8. Why can't I track my package using the tracking number provided by the seller?
International shipments go through a two-stage logistics process. The inability to track a package is usually due to the following reasons:
  • Stage 1 (International): China → Your Country. The system has not yet been updated during the initial shipping stage, or the package is still in international transit. Therefore, tracking may be temporarily unavailable.
  • Stage 2 (Local Delivery): Once the package arrives in your country, the local tracking number may change. The local courier company will generate a new tracking number, and the local courier only recognizes this new number. Consequently, the international tracking number may no longer work.
    Please don't worry—this is a normal process for international shipments. We will notify you as soon as the logistics information is synchronized.
9. Why is my order still waiting to be shipped?
Due to the large variety of brands and flavors, we cannot guarantee that all flavors will be in stock at all times; however, approximately 70% of flavors are usually available.
If the flavor you selected is temporarily out of stock, we will notify you immediately and offer alternative solutions.