FAQ
How long does the delivery take?
Usually the delivery time is between 5–10 working days (after creation of the tracking code), depending on your location.
I have paid but did not receive a confirmation e-mail.
Every payment will be confirmed manually. That is why it can take time.
If you have not received a confirmation email after 24 hours please contact us. Make sure to check your spam folder before contacting us.
My order is urgent. Can you ship with express?
No, unfortunately this is not possible.
I have sent you an email. When can I expect an answer?
We usually respond on the same day. All questions will be answered. If you have not heard from us after 36 hours then probably something went wrong.
- Double check that you have used the correct email address.
- Try to send an email using a different email provider.
- Use a reliable email provider (for example: we cannot send emails to “.ru” email addresses).
Why do you use fake company details on your website?
The company details on our website are only for SEO purposes (Search Engine Optimization). If we leave the company information blank Google will give us less good rankings.
That means: The company name, phone number and address are not related to us. The persons described on the “contact us” page are fictional characters.
(Due to the nature of our business it is legally not possible to found a company. As a consequence we have to use fantasy data.)
Which payment methods do you accept?
Bank transfer (SEPA)
How will I know that you have received my payment?
You will receive a confirmation email when the amount has been credited to our account. In most cases this takes 1–2 working days.
What is your refund policy?
You are entitled for a refund in 2 cases:
– if we fail to ship your order within 10 working days.
– if we have not yet start to prepare your order (for example: If you order on Friday and you ask us to cancel your order on Sunday)
For all other cases our reship policy applies.
Do I have to pay in advance?
Yes, the full payment has to be made in advance.
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