We offer a full refund policy, which means in case an order isn't fulfilled we reimburse you all of what you have been charged. For this case the due amount will be charged back to the originating e-gold or credit card bank account, alternatively you may ask for a re-shipment. The conditions for a refund depend on the shipment method you have chosen.

Registered Shipment

EMS Speed Post and Registered Airmail belong to this category. Registered shipment means that the consignment is traceable and we can do tracking. If the consignment did not arrive within 28 days after shipping for Registered Airmail or 14 days after shipping for EMS Speed Post, you may ask us for order tracking. If we cannot prove that the consignment was dispatched to the address that was given for the order, we will initiate the refund.

Unregistered Shipment

Unregistered Airmail belongs to this category. In almost every case of a missing order the consignment got detained by the customs. Should this happen, you will get a letter of notice from the customs or your post office. To claim a refund you need to send us a copy of this letter by fax or email. As it is a very rare event that a consignment gets lost for other reasons than a wrong address, the refund protection is still very high.