You cannot request a refund for example if: - Your order did not arrive due to factors within your control (i.e., providing the wrong shipping address). - Your order did not arrive due to exceptional circumstances outside our control (i.e., not cleared by customs, delayed by a natural disaster). - Other exceptional circumstances outside our control (e.g., items stolen from your address entrance). You should always refer to our return/refund policy to know under which exact conditions you can or cannot request a refund. You can request a refund by sending a message on our Contact Us page. If you are approved for a refund, then your refund will be processed and we will contact you.