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Orders & shipping
4
Returns & refunds
3
Account & billing
4
Troubleshooting
4
Orders & shipping
Changing a delivery address
An address can be changed while the order is still Preparing.
Orders & shipping
Split shipments
Orders can ship from more than one warehouse and arrive separately. Each parcel gets its own tracking number.
Orders & shipping
Delivery times
Domestic orders arrive in 2–4 working days. International orders take 7–14 working days plus customs.
Orders & shipping
Tracking a parcel
Tracking activates when the carrier scans the parcel, usually within a few hours of dispatch.
Orders & shipping
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Returns & refunds
Returns and refunds
You can return any item within 30 days of delivery for a full refund.
Returns & refunds
Refund not showing on the statement
Refunds leave us immediately but banks take 3–5 working days, and some card issuers take a full billing cycle.
Returns & refunds
Damaged or faulty items
If an item arrives damaged, we replace it without asking for the original back.
Returns & refunds
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Account & billing
Updating a payment method
Payment methods are managed under Settings → Billing. The new card is used from the next renewal.
Account & billing
Invoices and VAT receipts
Every invoice is available under Settings → Billing → Invoices as a PDF.
Account & billing
Resetting your password
Use Forgot password on the sign-in page. The link is single-use and expires after 30 minutes.
Account & billing
Troubleshooting
Cannot sign in after a password reset
Almost always a cached session. Ask the customer to sign out fully, clear site data, and use the newest reset link — older links are invalidated the moment a newer one is requested
Troubleshooting
Two-factor codes are rejected
TOTP codes depend on clock accuracy. Ask the customer to enable automatic time on their device.
Troubleshooting
Webhook deliveries stopped
We retry a failing endpoint five times with backoff, then mark it failed and stop.
Troubleshooting
What each plan includes
All plans include every channel, the AI agent, Copilot, retrieval, workflows and spend caps.
Account & billing
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Export or download fails
Large exports are generated in the background and emailed as a link that expires after 24 hours.
Troubleshooting
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