Before contacting us, please take your time to read through our FAQs which may provide the answer to your questions. If you cannot find your answer and want to get in touch then please email: firstname.lastname@example.org
We offer a Money Back Guarantee if your item is not with you after 45 working days from dispatch.
When will my order arrive?
Products are generally shipped from our international warehouses. We cut out the middle man so we can pass the best price on to you. Therefore orders generally take anywhere from 1 to 2 weeks* for the items to reach you, though we've been seeing much quicker shipping times recently. Shipping time is typically dependent on how long customs takes, which can vary from country to country.
Where is my product ?
You can track your order in the field " Track my order" on our website by using your order ID.
My item arrived broken or damaged what can I do?
If your product is damaged then please take photos and send them to us on email@example.com. We will then ask if you would like a refund or another sent. We are not responsible for any damages to boxes, cases or other packaging. This is the carriers responsibility to handle them with care, we have no control over this.
I ordered 2 or more items, why did I only receive one?
When you order multiple items at a time they might be shipped separately as products are shipped from different warehouses. You may receive one item before the next. So don't panic if you don't receive all of your items at once... they will get to you!
I need to cancel or change my order how do I this this?
We always try our best to cancel your order, however if your order has already been shipped then we cannot cancel your order. We will always try our best to help your situation
If you would like to change your order then please do contact us ASAP. We will try our best to accommodate any changes providing your order hasn't already been shipped. If your order has been shipped then we will not be able to change the order but we always welcome a return if you would like to.
My order is still not here please help?
If you order has taken longer than 45 working days from dispatch then please contact us and we will look into it for you. We offer a Money Back Guarantee or will ahve your order resent.
I put the wrong address for my order, can I change it?
If you have put in the incorrect delivery address on your order then please contact as ASAP. If your order hasn't been shipped then we can update your delivery address no problem. If the order has been shipped then unfortunately there is nothing we can do.
Why did I not receive a confirmation email after placing the order?
There's a good chance that our email has ended up in your SPAM/JUNK folder so please do check there. If you would still cannot find it and would like it resent then please do let us know.
I was charged more than what the product was advertised?
All of our products are processed in USD. The price may be shown in your local currency when browsing but once you checkout in will revert into USD. Any additional charges you may see on your bank statement will be applied by your bank due to conversion fees and not us. Also, any import/customs duty or VAT is liable with you (the customer) and not us (Express Den).
I don't have a tracking number, when will I get it?
When your receive your dispatched email it will be in there most of the time, if not you can email us on firstname.lastname@example.org for a update on your tracking.
What are the payment options available?
We accept all major credit and debit cards through the Stripe powered Shopify Payment system. We also accept PayPal payments as well. If your card was declined then please do not worry, simply contact us and we will advise you.