All orders from Europe and other parts of the world will be shipped via express delivery. Once the package is dispatched, you will receive a shipping confirmation email containing a tracking number, allowing you to track the status of your package. If exceptions arise due to certain regional and customs regulations, you will be notified and are not obligated to proceed. In such cases, cancellation and a full refund will be processed.
You are responsible for paying any import duties and taxes deemed appropriate by the local customs authorities. The product prices displayed do not include all taxes and duties. We cannot calculate the exact amount of duties and taxes that will be incurred for your order, as these fees are levied directly by the destination country. Please consult your local customs for more information before placing an order.
For all returns and exchanges, customers must email our customer service within 30 working days from the date of receipt and before mailing the return package. Failure to do so may result in the request being rejected. Please include your order number and agate model to facilitate the process.
All refunds exclude sales fees, depending on the payment method.
We do not offer refunds if a package is returned due to the recipient refusing delivery or failing to pay duties and taxes in the destination country. It is the customer’s responsibility to ensure proper acceptance and payment for their order.
Please note that we do not provide refunds for cases where customers change their minds or no longer need the item. This policy applies regardless of the reason, including situations where delivery may not be completed within the expected timeframe.
We are happy to accommodate your request if the following requirements are met:
- The product must be returned in its original condition and packaging, with price tags intact and accompanied by proof of purchase.
- The product must not have been resized in any way.
- The product must not have been customized by us or externally.
- The product must not have been altered, maintained, or repaired by anyone other than us.
If you are unsatisfied with the product within 30 days, we may allow an exchange. Refunds are strictly not available. You may send it to us via express delivery. The round-trip express fees will be borne by the customer.
We reserve the right to refuse any return or exchange that we believe may violate our return and exchange policy or is in unsatisfactory condition. Products that do not meet the return and exchange criteria will not be returned to the sender. Cash refunds are strictly prohibited.