Frequently asked questions
What people ask us most. If you cannot find your answer, write to us.
Does the app cost anything or require a subscription?
No. The app is free and so are the lockers. There are no fees or monthly charges: you only pay to ship what you buy.
How do I sign up?
Download the app, create your account with your email and confirm your registration. It is free and takes a couple of minutes. Your ID number is requested later, in your profile.
Do I only have one address?
No. You have lockers for air and ocean shipping and can use them with any store. You can see all of them in the app.
Do I pay taxes on purchases under USD 100?
Purchases under USD 100 per package usually do not generate customs taxes. Regulations can change, though; see the customs page. Customs & prohibited items.
And if the purchase is over USD 100?
It depends on the type of item and the regulations in force. Read the customs page and write to us if you have questions before buying. Customs & prohibited items.
How long does it take to arrive?
Air shipments take 3 to 7 days and ocean shipments 15 to 30 days, counted from when the package reaches our warehouse and with payment up to date. Times are estimates and may vary due to customs, weather or peak seasons.
How can I pay?
By card, cash at the store, deposit or bank transfer. Report your payment from the app, under "My packages · Report payment". We do not accept checks.
How do I write my details when I shop?
In "First name" write your ID number followed by your name. Example: V12345678 Maria. That is how we identify your package when it arrives.
What if my package arrives damaged or gets lost?
Write to us as soon as possible with your tracking number and photos. Insurance and claims conditions are in the terms and conditions.