How quickly will you reply?

Messages are answered weekdays 09:00-18:00 (GMT+3). We aim to reply the same day for messages arriving inside those hours.

What can slow a reply down:

• Sale periods and the run-up to public holidays
• Cases needing information from a carrier (delays, lost-parcel traces) — international traces can take several days
• Cases needing a record from the payment institution
• Cases waiting on a customs decision in your country, which is outside our control

Prioritised cases

• Tracking shows "delivered" but nothing arrived
• Wrong or faulty item
• A charge appears but no order exists

If you think a reply has been missed, reply to your existing message rather than opening a new one — that keeps the history together and saves you repeating yourself.

Many answers are already in this help centre; scanning the topics first can save you the wait.