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IMPORTANT UPDATE about RETURNS (problem solved!):
In the last couple of years we had several issues about tickets related to returns not being answered. The problem was the following and we finally nailed it and completely solved it:
Whenever we received a ticket for a return/refund request we moved it into the Business Relationships queue to deal with it correctly. That queue had a wrong configuration parameter in the system that would cause all their replies to never send a notification to the customer. To be precise, the ticket was updated correctly, but the customer would be waiting to receive a notification that would never come.
Now, this problem has been addressed, solved and tested – and all works perfectly!
Fortunately customers would most often end up contacting us through our Facebook page when faced with this problem, but we sincerely apologize for any inconvenience that all this have caused!
NOTE (just to be absolutely sure of your happiness!):
If you still don’t see our reply, any reply, within 24 hours, please check your junk/spam folder, because many emails that are not junk would end up there. And if you still have problems, please message us through our facebook page! We don’t want to leave you stranded!