what if my earbud(s) will not charge?

Please check if you see a red light when you place the earbud(s) in the charging case. The earbud status should be red when charging and no light (not white) when it is fully charged. The earbud(s) use a magnetic conductive charging mechanism. Having the status light turn off minimizes power drain when the earbud is on standby in the charging case.


The charging case can be recharged by the micro-USB cable provided in the package.


When you press and hold the control button on the earbud, there should be a “Power On” when you turn it on, and a “Power Off” when you press it again to turn it off. The earbud will respond with a ‘tone up’ and a ‘tone down’. 

You can also try to use different micro-USB cable as maybe your original is defected.


We also noticed that some of our devices have charging interference from the black glossy finish. A simple solution is to rub an eraser (e.g. eraser on the back of a pencil) on the charging connection points.

why am i experiencing volume issues?

If you have an Android device, this may actually be due to a known bug for certain Android operating systems. Below are some articles for reference:

Some customers have found third party apps that address this issue.

why is my connection unstable?

You may be experiencing some external interference that is causing the Bluetooth headset to drop the connection with your host device. There are a number of factors that can cause this to happen, WiFi signals are the biggest culprit of them all. If there is a 'fade-out, fade-in' issue coming from the headset, this means that the device recognizes that there is a signal interfering with the connection between your source device and earbuds.

The strength of Bluetooth connections depend on various things. A number of them include the signal strength of your device (ex: cell phone), the distance, the sensitivity of the remote device (ie: the earbud), any obstruction between the two, and the surrounding environment. If the Bluetooth connection is interrupted, both the earbuds and the remote device will attempt to re-establish another connection.

what if my right earbud (secondary) cuts out but the left (primary) works fine?

If you are experiencing Bluetooth audio dropouts, the solution depends on what device (sending device) is connected to the Wireless Earbuds and the current Bluetooth situation.

The sound will cut out temporarily if the connection between the device and Wireless Earbuds is lost, for longer than the earbuds can compensate for. Reasons for this include:

    1. The single most important factor is the distance between the sending device and the master earbud. The "master earbud" is the earbud that was turned on and connected to the device first. Bluetooth signals do not cross through the body. To get really good Bluetooth connectivity, the sending device needs to be placed closest to the master earbud. Meaning, if the master earbud is in your left ear, try putting the connected device in your left pocket.
    2. Bluetooth signal strength varies based on the surrounding environment. It is generally stronger indoors, where it benefits from signals reflecting off walls and other objects.
    3. If the above reasons are not the cause, it is likely because your phone's Bluetooth and/or WiFi antenna do not have enough capacity for all the processes simultaneously running at that time. If that is the case, you can turn off WiFi/GPS, disconnect other Bluetooth devices on your connected device, and make sure to listen to locally stored music instead of streamed music.


What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Apple Pay. We only take payment once your order has been shipped. We also accept payment by PayPal. If you decide to use either of these two methods, you’ll be taken to either the PayPal or other payment method of website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at  just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

Orders that require shipping within the U.S, U.K, Canada and Australia will be delivered within 7 to 14 days, depending on your preferred shipping method. Shipping to worldwide may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.


Can I return an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. 

How do I return an item?

Please contact our customer support team via Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or into your card.



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