FAQ
Which payment methods do you accept?
We accept most credit cards, such as Visa and Mastercard.
My order has the status “processing”. What does this mean?
“Processing” simply means that we have received your order! Once your order has been processed and shipped, you will receive a tracking number and the status of your order will change to “Completed”.
How do I return a product?
It is of course possible to return your order within 14 days of receipt. You as a customer are responsible for all return costs and we advise all customers to send returns with a tracking number. We are not responsible for lost returns.
Please note - underwear, swimwear and beauty products cannot be returned for hygiene reasons.
Why can't you return underwear, masks, hygiene and beauty products?
Underwear, masks and beauty products are considered hygiene products. We take hygiene and public safety seriously and do not allow returns of underwear, masks, hygiene and beauty products for the safety of everyone. We are not alone in this, as other suppliers of underwear, masks, hygiene and beauty products also do not allow returns for the same reasons.
Do you cover return shipping costs?
No, all customers are responsible for the return shipping costs themselves. We recommend that you send your return with a trackable package, as we cannot be held responsible for lost returns.
What should I do if I received an incorrect, defective, damaged or missing product?
If you have received incorrect, defective, damaged or missing products, please contact us within 7 days of receiving your order. To ensure a smooth process, we ask that you provide your order number and attach a photo showing the problem when you contact our customer service. We will do our best to resolve your case as soon as possible.
How long does the return process take and when will I get my refund?
Returns can take up to 5 business days to process from the date we receive the package. You will receive a confirmation email once your return has been processed.
All returns will be credited back to your original method of payment. If you paid by credit or debit card, the refund will be sent to the bank within 5-7 business days from the date the returned product is received or the cancellation request is processed.
How long will it take to receive my order?
Once you have placed your order and your payment has been confirmed, you can expect your order to be shipped within 1-3 business days with a general average delivery time of 3-7 business days.
Will my order be shipped in the same package?
For logistical reasons, products are sometimes shipped in separate packages. Please take this into account when receiving deliveries. If you have any questions, you can contact us at susan-melbourne@outlook.com.
I need to change something in my order. How do I do that?
If you would like to change the size or color of your order, please contact us immediately. We are unable to make any changes after 24 hours or after your order has been processed.
How can I contact you?
You can contact us by email at susan-melbourne@outlook.com. We guarantee a response within 24-48 hours and are happy to help you.
Company Name: Dark Stranger LTD
Company Number: NI674158
Company Adress: 32 ASCOT PARK BELFAST COUNTY ANTRIM UNITED KINGDOM BT5 6LW 47910
