FAQ

Where is my order?

Your order is being processed according to the timeline shown on the product page. If your order includes personalized items, production can take longer. As soon as your order ships, you’ll receive a shipping confirmation email with tracking.

My order is delayed — what’s going on?

We’re sorry for the delay. Personalized products are made to order and sometimes need extra production time. Rest assured: your order is in progress and will be shipped as soon as it’s ready.

When will my order be shipped?

In-stock items are usually dispatched within 24 hours on business days. The timeline on the product page is the leading estimate. If your item has a longer timeline, it will be stated on the product page. If we’ve confirmed a specific shipping date, we’ll follow that plan.

Why do personalized gloves take longer?

Personalized gloves are engraved or finished by hand. This ensures top quality, but it also means production takes longer than standard, non-personalized items.

Will I receive a tracking number?

Yes. Once your order ships, you’ll automatically receive an email with your tracking information.

My tracking link doesn’t work yet — why?

Tracking links may take up to 24 hours to become active after shipment. If it still doesn’t work after that, please contact us and include your order number.

Do you ship internationally?

Yes, we ship worldwide. Delivery times vary depending on destination and carrier.

Do I have to pay customs or import fees?

For orders outside the EU, customs or import fees may apply. These costs are determined by local authorities and are the customer’s responsibility.

Can I change or cancel my order?

If your order hasn’t entered production or shipping yet, contact us as soon as possible and we’ll see what’s still possible. Please include your order number.

Can I change personalization details after ordering?

Once personalization has started, changes are usually no longer possible. Please contact us immediately and include your order number.

I entered the wrong delivery address — can it be changed?

If your order has not been dispatched yet, we can often update the address. If it has already shipped, the carrier may attempt delivery to the original address; if the parcel returns to us, we can resend it after the address is corrected. Please contact us as soon as possible with your order number.

Can I receive a copy of my invoice?

Yes. Invoices are automatically sent by email once the order has been shipped. If you can’t find it, contact us and include your order number.

Can you include VAT / company details on the invoice?

Yes, as long as the correct billing details are provided before shipment. Send us your company name, address and VAT number (if applicable) and we’ll verify it before issuing the invoice.

Can I return my order?

Non-personalized items can be returned according to our return policy, provided they are unused and in original packaging. Personalized items cannot be returned unless there is a production error. Please contact us for return instructions.

What if there’s an issue with my personalized product?

If something isn’t right, contact us with photos and your order number. We’ll review it and find a suitable solution.

My payment failed — what should I do?

Please try again or use a different payment method. If the issue persists, contact us and we’ll help you complete your order.

Can I use a discount code after placing my order?

Discount codes must be applied during checkout and cannot be added afterward.

I emailed you — when will I get a reply?

We usually respond within 1 business day. During busy periods, it may take slightly longer, but we always reply.