FAQ's

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, western union, or cash on delivery.

Can I change my shipping address after placing an order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination's customs department will have the package on hold.

How do I track my order?

The tracking number can be queried in the background. Also, we will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order. In addition, if you still do not know how to query and track, you can also contact customer service freely.

What Do I Do If I Have Missing Items In My Order?

If something is still missing, please contact us immediately at support@pelarze.com

What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us immediately from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved. Please see our Return and Refund Policy. All returns must be in original condition with packaging intact.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.