{"id":238647,"date":"2020-03-08T22:22:56","date_gmt":"2020-03-08T22:22:56","guid":{"rendered":"https:\/\/ftmshopping.murasakihaiku.com\/customer-service\/"},"modified":"2026-06-29T01:39:28","modified_gmt":"2026-06-29T01:39:28","slug":"contact-us","status":"publish","type":"page","link":"https:\/\/ftmshopping.murasakihaiku.com\/en-gb\/contact-us\/","title":{"rendered":"Contact Us"},"content":{"rendered":"\n\n<div class=\"et_pb_section_0 et_pb_section et_section_regular et_block_section preset--module--divi-section--f2212392-b96a-4227-9b9d-7fc75c71ed21\">\n<div class=\"et_pb_row_0 et_pb_row et_block_row preset--module--divi-row--1558413a-cabc-43ae-aee1-915e11673859\">\n<div class=\"et_pb_column_0 et_pb_column et_pb_column_4_4 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_heading_0 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--a234c78d-a693-48de-badc-1e0490d74382\"><div class=\"et_pb_heading_container\"><h1 class=\"et_pb_module_header\">Contact us & Support Center<\/h1><\/div><\/div>\n<\/div>\n<\/div>\n\n<div class=\"et_pb_row_1 et_pb_row et_pb_row_4col et_pb_gutters1 et_block_row et_block_row_4col preset--module--divi-row--1558413a-cabc-43ae-aee1-915e11673859\">\n<div class=\"et_pb_column_1 et_pb_column et_pb_column_1_4 et_block_column et_pb_css_mix_blend_mode_passthrough preset--module--divi-column--9d06fd27-03cf-472f-9797-8b8ba8934f24\" data-interaction-trigger=\"oc0grt9lhe\">\n<div class=\"et_pb_icon_0 et_pb_icon et_pb_module et_block_module\"><span class=\"et_pb_icon_wrap\"><span class=\"et-pb-icon\">\uf232<\/span><\/span><\/div>\n\n<div class=\"et_pb_heading_1 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--119be2d5-1767-41cf-b4e2-2f68ae14059b\"><div class=\"et_pb_heading_container\"><h2 class=\"et_pb_module_header\">Whatsapp<\/h2><\/div><\/div>\n<\/div>\n\n<div class=\"et_pb_column_2 et_pb_column et_pb_column_1_4 et_block_column et_pb_css_mix_blend_mode_passthrough preset--module--divi-column--9d06fd27-03cf-472f-9797-8b8ba8934f24\" data-interaction-trigger=\"oc0grt9lhe\">\n<div class=\"et_pb_icon_1 et_pb_icon et_pb_module et_block_module\"><span class=\"et_pb_icon_wrap\"><span class=\"et-pb-icon\">\uf0e0<\/span><\/span><\/div>\n\n<div class=\"et_pb_heading_2 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--119be2d5-1767-41cf-b4e2-2f68ae14059b\"><div class=\"et_pb_heading_container\"><h2 class=\"et_pb_module_header\">Email<\/h2><\/div><\/div>\n<\/div>\n\n<div class=\"et_pb_column_3 et_pb_column et_pb_column_1_4 et_block_column et_pb_css_mix_blend_mode_passthrough preset--module--divi-column--9d06fd27-03cf-472f-9797-8b8ba8934f24\" data-interaction-trigger=\"he80ejkxk0\">\n<div class=\"et_pb_icon_2 et_pb_icon et_pb_module et_block_module\"><span class=\"et_pb_icon_wrap\"><span class=\"et-pb-icon\">\uf1cd<\/span><\/span><\/div>\n\n<div class=\"et_pb_heading_3 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--119be2d5-1767-41cf-b4e2-2f68ae14059b\"><div class=\"et_pb_heading_container\"><h2 class=\"et_pb_module_header\">Ticket<\/h2><\/div><\/div>\n<\/div>\n\n<div class=\"et_pb_column_4 et_pb_column et_pb_column_1_4 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough preset--module--divi-column--76998815-672d-40f7-a9e0-4cf95f2d4a2d\" data-interaction-trigger=\"h626rwe3as\">\n<div class=\"et_pb_icon_3 et_pb_icon et_pb_module et_block_module\"><span class=\"et_pb_icon_wrap\"><span class=\"et-pb-icon\">\uf03a<\/span><\/span><\/div>\n\n<div class=\"et_pb_heading_4 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--119be2d5-1767-41cf-b4e2-2f68ae14059b\"><div class=\"et_pb_heading_container\"><h2 class=\"et_pb_module_header\">faq<\/h2><\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n<div class=\"et_pb_section_1 et_pb_section et_section_regular et_flex_section\">\n<div class=\"et_pb_row_2 et_pb_row et_flex_row\">\n<div class=\"et_pb_column_5 et_pb_column et-last-child et_flex_column et_pb_css_mix_blend_mode_passthrough et_flex_column_24_24 et_flex_column_24_24_tablet et_flex_column_24_24_phone\">\n<div class=\"et_pb_text_0 et_pb_text et_pb_bg_layout_light et_pb_module et_flex_module\"><div class=\"et_pb_text_inner\"><p>Ordering a prosthesis is a significant decision, and we encourage you to reach out with any enquiries.<br \/>Please use the specific contact form below to write to our customer care team.<br \/>If your matter is very urgent, feel free to use our Live Chat: just click the icon in the bottom right corner of this page.<br \/>We generally respond within 24 hours.<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n<div class=\"et_pb_section_2 et_pb_section et_section_specialty et_pb_gutters3 et_block_section et-interaction-target-5vv169lt36\" data-interaction-target=\"5vv169lt36\" id=\"whatsapp\"><div class=\"et_pb_row et_block_row\">\n<div class=\"et_pb_column_6 et_pb_column et_pb_column_single et_pb_column_1_3 et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_heading_5 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--e225e47d-c92e-436a-99de-c2cad9eb4483\"><div class=\"et_pb_heading_container\"><h3 class=\"et_pb_module_header\">Whatsapp<\/h3><\/div><\/div>\n\n<div class=\"et_pb_text_1 et_pb_text et_pb_bg_layout_light et_pb_module et_block_module preset--module--divi-text--bdb43048-1d93-4e2d-9aec-4a1d8af54ddc\"><div class=\"et_pb_text_inner\"><p>The fastest way to reach us. <br \/>Choose the right case below.<\/p>\n<\/div><\/div>\n<\/div>\n\n<div class=\"et_pb_column_7 et_pb_column et_pb_specialty_column et_pb_column_2_3 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_row_inner_0 et_pb_row_inner et_block_row et_clickable\">\n<div class=\"et_pb_column_inner_0 et_pb_column_inner et_pb_column et_pb_column_4_4 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_blurb_0 et_pb_blurb et_pb_bg_layout_light et_pb_text_align_left et_pb_text_align_center-phone et_pb_blurb_position_left et_pb_module et_flex_module\"><div class=\"et_pb_blurb_content et_flex_module\"><div class=\"et_pb_main_blurb_image\"><span class=\"et_pb_image_wrap\"><span class=\"et-pb-icon\">\uf232<\/span><\/span><\/div><div class=\"et_pb_blurb_container\"><h3 class=\"et_pb_module_header\">Chat with us<\/h3><div class=\"et_pb_blurb_description\"><p>+39 3667277480<\/p>\n<\/div><\/div><\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"et_pb_section_3 et_pb_section et_section_specialty et_pb_gutters3 et_block_section et-interaction-target-onn1vq6d7q\" data-interaction-target=\"onn1vq6d7q\" id=\"email\"><div class=\"et_pb_row et_block_row\">\n<div class=\"et_pb_column_8 et_pb_column et_pb_column_single et_pb_column_1_3 et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_heading_6 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--e225e47d-c92e-436a-99de-c2cad9eb4483\"><div class=\"et_pb_heading_container\"><h3 class=\"et_pb_module_header\">Contact Form<\/h3><\/div><\/div>\n\n<div class=\"et_pb_text_2 et_pb_text et_pb_bg_layout_light et_pb_module et_block_module preset--module--divi-text--bdb43048-1d93-4e2d-9aec-4a1d8af54ddc\"><div class=\"et_pb_text_inner\"><p>Use this form for specific information requests. <br \/>We respond by email within 24 hours.<\/p>\n<\/div><\/div>\n<\/div>\n\n<div class=\"et_pb_column_9 et_pb_column et_pb_specialty_column et_pb_column_2_3 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_row_inner_1 et_pb_row_inner et_block_row\">\n<div class=\"et_pb_column_inner_1 et_pb_column_inner et_pb_column et_pb_column_4_4 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_contact_form_0 et_pb_contact_form_container clearfix et_pb_module et_flex_module\" data-form_unique_num=\"0\" data-form_unique_id=\"4b98e0c6-a718-4d54-af27-a39158e11e00\" id=\"et_pb_contact_form_4b98e0c6-a718-4d54-af27-a39158e11e00\"><div class=\"et-pb-contact-message\"><\/div><div class=\"et_pb_contact\"><form class=\"et_pb_contact_form et_flex_module\" method=\"post\" action=\"https:\/\/ftmshopping.murasakihaiku.com\/en-gb\/wp-json\/wp\/v2\/pages\/238647\">\n<div class=\"et_pb_contact_field_0 et_pb_contact_field et_pb_module et_flex_module et_flex_column_12_24 et_flex_column_12_24_tablet et_flex_column_12_24_phone\" data-id=\"name\" data-type=\"input\"><label class=\"et_pb_contact_form_label\" for=\"et_pb_contact_0_name_0\">Name<\/label><input type=\"text\" name=\"et_pb_contact_0_name_0\" id=\"et_pb_contact_0_name_0\" class=\"input\" data-required_mark=\"required\" data-field_type=\"input\" data-original_id=\"name\" placeholder=\"Name\" title=\"\" value=\"\" \/><\/div>\n\n<div class=\"et_pb_contact_field_1 et_pb_contact_field et_pb_module et_flex_module et_flex_column_12_24 et_flex_column_12_24_tablet et_flex_column_12_24_phone\" data-id=\"email\" data-type=\"email\"><label class=\"et_pb_contact_form_label\" for=\"et_pb_contact_0_email_1\">Email Address<\/label><input type=\"text\" name=\"et_pb_contact_0_email_1\" id=\"et_pb_contact_0_email_1\" class=\"input\" data-required_mark=\"required\" data-field_type=\"email\" data-original_id=\"email\" placeholder=\"Email Address\" title=\"\" value=\"\" \/><\/div>\n\n<div class=\"et_pb_contact_field_2 et_pb_contact_field et-interaction-target-hy4qv7w9xi et_pb_module et_flex_module et_flex_column_24_24 et_flex_column_24_24_tablet et_flex_column_24_24_phone\" data-id=\"message\" data-type=\"text\" data-interaction-target=\"hy4qv7w9xi\"><label class=\"et_pb_contact_form_label\" for=\"et_pb_contact_0_message_2\">Message<\/label><textarea name=\"et_pb_contact_0_message_2\" id=\"et_pb_contact_0_message_2\" class=\"et_pb_contact_message input\" data-required_mark=\"required\" data-field_type=\"text\" data-original_id=\"message\" placeholder=\"Message\"><\/textarea><\/div>\n<input type=\"hidden\" name=\"et_pb_contactform_submit_4b98e0c6-a718-4d54-af27-a39158e11e00\" value=\"et_contact_proccess\" \/><div class=\"et_contact_bottom_container\"><div class=\"et_pb_contact_right et_pb_contact_field\"><p class=\"clearfix\"><label><span class=\"et_pb_contact_captcha_question\">9 + 8<\/span> = <input type=\"text\" size=\"2\" class=\"input et_pb_contact_captcha\" data-first_digit=\"9\" data-second_digit=\"8\" data-required_mark=\"required\" name=\"et_pb_contact_captcha_4b98e0c6-a718-4d54-af27-a39158e11e00\" autocomplete=\"off\" \/><\/label><\/p><\/div><div class=\"et_pb_button_wrapper\"><button type=\"submit\" name=\"et_builder_submit_button\" class=\"et_pb_button et_pb_contact_submit\">Submit<\/button><\/div><\/div><input type=\"hidden\" id=\"_wpnonce-et-pb-contact-form-submitted-4b98e0c6-a718-4d54-af27-a39158e11e00\" name=\"_wpnonce-et-pb-contact-form-submitted-4b98e0c6-a718-4d54-af27-a39158e11e00\" value=\"1c675c3017\" \/><input type=\"hidden\" name=\"_wp_http_referer\" value=\"\/en-gb\/wp-json\/wp\/v2\/pages\/238647\" \/><\/form><\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"et_pb_section_4 et_pb_section et_section_specialty et_pb_gutters3 et_block_section et-interaction-target-n77ssg2imz\" data-interaction-target=\"n77ssg2imz\" id=\"ticket\"><div class=\"et_pb_row et_block_row\">\n<div class=\"et_pb_column_10 et_pb_column et_pb_column_single et_pb_column_1_3 et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_heading_7 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--e225e47d-c92e-436a-99de-c2cad9eb4483\"><div class=\"et_pb_heading_container\"><h3 class=\"et_pb_module_header\">Open a Ticket<\/h3><\/div><\/div>\n\n<div class=\"et_pb_text_3 et_pb_text et_pb_bg_layout_light et_pb_module et_block_module preset--module--divi-text--bdb43048-1d93-4e2d-9aec-4a1d8af54ddc\"><div class=\"et_pb_text_inner\"><p>For post-sale problems: defective products, production issues, or anything that requires direct intervention by our lab.<\/p>\n<\/div><\/div>\n<\/div>\n\n<div class=\"et_pb_column_11 et_pb_column et_pb_specialty_column et_pb_column_2_3 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_row_inner_2 et_pb_row_inner et_block_row\">\n<div class=\"et_pb_column_inner_2 et_pb_column_inner et_pb_column et_pb_column_4_4 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_contact_form_1 et_pb_contact_form_container clearfix et_pb_module et_flex_module\" data-form_unique_num=\"1\" data-form_unique_id=\"af1a7044-5f8a-448e-9461-d7bda29677e1\" id=\"et_pb_contact_form_af1a7044-5f8a-448e-9461-d7bda29677e1\"><div class=\"et-pb-contact-message\"><\/div><div class=\"et_pb_contact\"><form class=\"et_pb_contact_form et_flex_module\" method=\"post\" action=\"https:\/\/ftmshopping.murasakihaiku.com\/en-gb\/wp-json\/wp\/v2\/pages\/238647\">\n<div class=\"et_pb_contact_field_3 et_pb_contact_field et_pb_module et_flex_module et_flex_column_12_24 et_flex_column_12_24_tablet et_flex_column_12_24_phone\" data-id=\"name\" data-type=\"input\"><label class=\"et_pb_contact_form_label\" for=\"et_pb_contact_1_name_3\">Name<\/label><input type=\"text\" name=\"et_pb_contact_1_name_3\" id=\"et_pb_contact_1_name_3\" class=\"input\" data-required_mark=\"required\" data-field_type=\"input\" data-original_id=\"name\" placeholder=\"Name\" title=\"\" value=\"\" \/><\/div>\n\n<div class=\"et_pb_contact_field_4 et_pb_contact_field et_pb_module et_flex_module et_flex_column_12_24 et_flex_column_12_24_tablet et_flex_column_12_24_phone\" data-id=\"email\" data-type=\"email\"><label class=\"et_pb_contact_form_label\" for=\"et_pb_contact_1_email_4\">Email Address<\/label><input type=\"text\" name=\"et_pb_contact_1_email_4\" id=\"et_pb_contact_1_email_4\" class=\"input\" data-required_mark=\"required\" data-field_type=\"email\" data-original_id=\"email\" placeholder=\"Email Address\" title=\"\" value=\"\" \/><\/div>\n\n<div class=\"et_pb_contact_field_5 et_pb_contact_field et_pb_module et_flex_module et_flex_column_24_24 et_flex_column_24_24_tablet et_flex_column_24_24_phone\" data-id=\"phone\" data-type=\"input\"><label class=\"et_pb_contact_form_label\" for=\"et_pb_contact_1_phone_5\">Phone +1 23456789<\/label><input type=\"text\" name=\"et_pb_contact_1_phone_5\" id=\"et_pb_contact_1_phone_5\" class=\"input\" data-required_mark=\"required\" data-field_type=\"input\" data-original_id=\"phone\" placeholder=\"Phone +1 23456789\" title=\"\" value=\"\" \/><\/div>\n\n<div class=\"et_pb_contact_field_6 et_pb_contact_field et_pb_module et_flex_module et_flex_column_24_24 et_flex_column_24_24_tablet et_flex_column_24_24_phone\" data-id=\"order\" data-type=\"input\"><label class=\"et_pb_contact_form_label\" for=\"et_pb_contact_1_order_6\">Order Number (e.g. #123456)<\/label><input type=\"text\" name=\"et_pb_contact_1_order_6\" id=\"et_pb_contact_1_order_6\" class=\"input\" data-required_mark=\"required\" data-field_type=\"input\" data-original_id=\"order\" placeholder=\"Order Number (e.g. #123456)\" title=\"\" value=\"\" \/><\/div>\n\n<div class=\"et_pb_contact_field_7 et_pb_contact_field et_pb_module et_flex_module et_flex_column_24_24 et_flex_column_24_24_tablet et_flex_column_24_24_phone\" data-id=\"message\" data-type=\"text\"><label class=\"et_pb_contact_form_label\" for=\"et_pb_contact_1_message_7\">Message<\/label><textarea name=\"et_pb_contact_1_message_7\" id=\"et_pb_contact_1_message_7\" class=\"et_pb_contact_message input\" data-required_mark=\"required\" data-field_type=\"text\" data-original_id=\"message\" placeholder=\"Message\"><\/textarea><\/div>\n<input type=\"hidden\" name=\"et_pb_contactform_submit_af1a7044-5f8a-448e-9461-d7bda29677e1\" value=\"et_contact_proccess\" \/><div class=\"et_contact_bottom_container\"><div class=\"et_pb_contact_right et_pb_contact_field\"><p class=\"clearfix\"><label><span class=\"et_pb_contact_captcha_question\">7 + 8<\/span> = <input type=\"text\" size=\"2\" class=\"input et_pb_contact_captcha\" data-first_digit=\"7\" data-second_digit=\"8\" data-required_mark=\"required\" name=\"et_pb_contact_captcha_af1a7044-5f8a-448e-9461-d7bda29677e1\" autocomplete=\"off\" \/><\/label><\/p><\/div><div class=\"et_pb_button_wrapper\"><button type=\"submit\" name=\"et_builder_submit_button\" class=\"et_pb_button et_pb_contact_submit\">Submit Ticket<\/button><\/div><\/div><input type=\"hidden\" id=\"_wpnonce-et-pb-contact-form-submitted-af1a7044-5f8a-448e-9461-d7bda29677e1\" name=\"_wpnonce-et-pb-contact-form-submitted-af1a7044-5f8a-448e-9461-d7bda29677e1\" value=\"690256a474\" \/><input type=\"hidden\" name=\"_wp_http_referer\" value=\"\/en-gb\/wp-json\/wp\/v2\/pages\/238647\" \/><\/form><\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"et_pb_section_5 et_pb_section et_section_specialty et_pb_gutters3 et_block_section et-interaction-target-fns04xhlfw\" data-interaction-target=\"fns04xhlfw\" id=\"faq\"><div class=\"et_pb_row et_block_row\">\n<div class=\"et_pb_column_12 et_pb_column et_pb_column_single et_pb_column_1_3 et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_heading_8 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--e225e47d-c92e-436a-99de-c2cad9eb4483\"><div class=\"et_pb_heading_container\"><h3 class=\"et_pb_module_header\">FAQ<\/h3><\/div><\/div>\n\n<div class=\"et_pb_text_4 et_pb_text et_pb_bg_layout_light et_pb_module et_block_module preset--module--divi-text--bdb43048-1d93-4e2d-9aec-4a1d8af54ddc\"><div class=\"et_pb_text_inner\"><p>Frequently asked questions<\/p>\n<\/div><\/div>\n<\/div>\n\n<div class=\"et_pb_column_13 et_pb_column et_pb_specialty_column et_pb_column_2_3 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_row_inner_3 et_pb_row_inner et_block_row\">\n<div class=\"et_pb_column_inner_3 et_pb_column_inner et_pb_column et_pb_column_4_4 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_heading_9 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--e225e47d-c92e-436a-99de-c2cad9eb4483\"><div class=\"et_pb_heading_container\"><h4 class=\"et_pb_module_header\">Product<\/h4><\/div><\/div>\n\n<div class=\"et_pb_toggle_0 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">How long does a prosthesis last?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Our prosthetics are handmade with premium platinum silicone (Smooth-On Ecoflex 00-20, 00-35 and Dragon Skin), which is extremely durable when properly maintained. With correct care, water-based cleaning products only and no silicone-based lubricants, your prosthesis will last for years. If the outer skin becomes damaged over time, we offer a skin replacement repair service for \u20ac150.  <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_1 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">Can I customize the skin tone?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Yes, all models are made with a fully custom skin tone. Simply send us a photo of your forearm in natural lighting, either via WhatsApp or attached to your order, and we will match it as closely as possible. <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_2 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">How do I choose the right size?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Our sizing is based on your height:<\/p>\n<ul>\n<li>Up to 165 cm (5'5\"): 11\u201313 cm (4.3\"\u20135.1\")<\/li>\n<li>Up to 170 cm (5'7\"): 14\u201316 cm (5.5\"\u20136.3\")<\/li>\n<li>Up to 180 cm (5'11\"): 17\u201319 cm (6.7\"\u20137.5\")<\/li>\n<li>Above 180 cm (5'11\"): 19 cm (7.5\") and above<\/li>\n<\/ul>\n<p>If you are unsure, contact us via WhatsApp and we will help you find the best fit.<\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_3 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">How long before my order ships?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Every prosthesis is handmade to order. Production takes 14 working days before shipment. You will receive your UPS tracking code by email as soon as the shipment is booked.  <\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n<div class=\"et_pb_row_inner_4 et_pb_row_inner et_block_row\">\n<div class=\"et_pb_column_inner_4 et_pb_column_inner et_pb_column et_pb_column_4_4 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_heading_10 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--e225e47d-c92e-436a-99de-c2cad9eb4483\"><div class=\"et_pb_heading_container\"><h4 class=\"et_pb_module_header\">Order & Shipping<\/h4><\/div><\/div>\n\n<div class=\"et_pb_toggle_4 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">I haven't received any updates on my order<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Contact us directly via WhatsApp for real-time updates, or log into your customer area to check your order status.<\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_5 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">Will my package arrive discreetly?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Yes. Every order ships in a plain box with no branding or product names on the label. <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_6 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">My tracking code doesn't show any movement<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Tracking codes can take up to 24 hours to activate after the shipment is booked. If after 24 hours the code still shows no movement, contact us via WhatsApp with your order number. <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_7 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">I entered the wrong shipping address<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Contact us immediately via WhatsApp or email. If your order hasn't shipped yet we can update the address. Once the package is with UPS we are unable to make changes.  <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_8 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">What is the difference between standard and express shipping?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Both options deliver your order, but express shipping handles complex customs situations significantly better. If you are in a country with stricter import procedures, express shipping is the safer choice. <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_9 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">My country has restrictions on receiving prosthetics. Can you still ship to me? <\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Some countries restrict the import of prosthetics for religious or other reasons. In these cases we coordinate directly with you to ship to an alternative address: a friend, a trusted location, or wherever works best for you. Write to us and we will find a solution together.  <\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n<div class=\"et_pb_row_inner_5 et_pb_row_inner et_block_row\">\n<div class=\"et_pb_column_inner_5 et_pb_column_inner et_pb_column et_pb_column_4_4 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_heading_11 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--e225e47d-c92e-436a-99de-c2cad9eb4483\"><div class=\"et_pb_heading_container\"><h4 class=\"et_pb_module_header\">Returns & Defects<\/h4><\/div><\/div>\n\n<div class=\"et_pb_toggle_10 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">My product arrived defective<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Please use the Ticket Form or email us to postsale@ftmshopping.it with your order number and detailed info of the defect. We offer replacement for defective products provided the anti-tamper envelope has not been opened or tampered with. <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_11 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">The anti-tamper seal was broken when I received it<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Take photos immediately and contact us at postsale@ftmshopping.it. We will open an investigation with UPS and find the best solution for you. <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_12 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">I received the wrong product<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Please use the Ticket form or send an Email to postsale@ftmshopping.it with your order number and a photo of what you received. We will arrange a replacement as quickly as possible. <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_13 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">My prosthesis started deteriorating after a few weeks<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>This is usually caused by using silicone-based products or lubricants on the prosthesis or alcohol based soaps. Clean exclusively with water-based products and never use silicone-based lubricants or condoms with silicone lubricants, as they permanently damage platinum silicone. <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_14 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">Can I get a refund?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Unfortunately we are unable to offer refunds on our products. Under EU Directive 2011\/83\/EU and UK Consumer Contracts Regulations 2013, the right of withdrawal does not apply to goods that are clearly personalised or custom-made. Every prosthesis we produce is entirely custom: skin tone, anatomical details, veining and any other aspect are made specifically for you and cannot be resold or reassigned to another customer.  <\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n<div class=\"et_pb_row_inner_6 et_pb_row_inner et_block_row\">\n<div class=\"et_pb_column_inner_6 et_pb_column_inner et_pb_column et_pb_column_4_4 et-last-child et_block_column et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_heading_12 et_pb_heading et_pb_module et_block_module preset--module--divi-heading--e225e47d-c92e-436a-99de-c2cad9eb4483\"><div class=\"et_pb_heading_container\"><h4 class=\"et_pb_module_header\">Payment<\/h4><\/div><\/div>\n\n<div class=\"et_pb_toggle_15 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">Can I pay by bank transfer?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Yes. Contact us via chat first to coordinate: in more complex cases a transfer can take up to 2 weeks to arrive, but we can use that time to start production as soon as you send us payment documentation. We also occasionally accept alternative payment methods such as Wise, WeChat, and in specific cases Criptocurrencies or other methods: as long as they are legal in your country, write to us and we will do our best to accommodate. Helping people manage dysphoria matters more to us than the payment method.   <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_16 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">I paid but haven't received an order confirmation<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Check your spam folder first. If the confirmation email is not there, contact us via WhatsApp with the email address used at checkout and we will verify your order manually. <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_17 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">What name appears on my bank statement?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Your payment will appear as YTC on your bank or card statement. The name does not reference transgender or FTM in any way. <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_18 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">Is my personal data safe?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>Yes. All payments and personal data are processed exclusively through PayPal and Stripe, two of the most secure and widely used payment platforms in the world. We do not store your card details directly.  <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_19 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">Can I cancel my order after payment, and how long does it take?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>You can request a cancellation by contacting us immediately via WhatsApp or email. If production has not started yet we can cancel and refund your order. Once production has begun, cancellation is no longer possible. Refunds are processed within 5\u201310 business days depending on your payment method.   <\/p>\n<\/div><\/div>\n\n<div class=\"et_pb_toggle_20 et_pb_toggle et_pb_toggle_item et_pb_toggle_close et_pb_module et_block_module\"><h3 class=\"et_pb_toggle_title\">Can I pay in installments?<\/h3><div class=\"et_pb_toggle_content clearfix\"><p>We evaluate deferred payments on a case-by-case basis for people facing genuine financial difficulties. We prefer to help fight dysphoria rather than turn anyone away for economic reasons. <\/p>\n<p>That said, we never ship without at least 50% upfront, and missed payments are subject to statutory interest and legal costs under Italian Legislative Decree 231\/2002.<\/p>\n<p>The easiest option is PayPal Pay in 3: three interest-free installments, and we ship as soon as PayPal confirms. If it's not available on your account, it may be because you have a Business account (Pay in 3 is personal accounts only). Contact PayPal directly for details.  <\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-238647","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/ftmshopping.murasakihaiku.com\/en-gb\/wp-json\/wp\/v2\/pages\/238647","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ftmshopping.murasakihaiku.com\/en-gb\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ftmshopping.murasakihaiku.com\/en-gb\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ftmshopping.murasakihaiku.com\/en-gb\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ftmshopping.murasakihaiku.com\/en-gb\/wp-json\/wp\/v2\/comments?post=238647"}],"version-history":[{"count":0,"href":"https:\/\/ftmshopping.murasakihaiku.com\/en-gb\/wp-json\/wp\/v2\/pages\/238647\/revisions"}],"wp:attachment":[{"href":"https:\/\/ftmshopping.murasakihaiku.com\/en-gb\/wp-json\/wp\/v2\/media?parent=238647"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}