- How do I order from your web-shop?
- I received 2 email confirmations after placing my order. Did you charge me twice?
- What are your international order policies?
- Are confirmation e-mails sent when you send the items I've ordered?
- Can you mark your customs form as "Gift" to avoid Customs fees?
- I live outside the European Union; do I still have to pay VAT?
- Can I check the status of my order online?
- How long will it take to get my order?
- When I click on "Finish Checkout", it gives me a Server Error. What do I do?
- When will a "temporarily out of stock" item become available again?
- I have credit from an old invoice. How do I use this?
- What forms of payment do you accept?
- Do you accept orders by phone or mail?
- My pending charge is higher than my total. Why?
- My pending charge has disappeared. Is my order still valid?
- I received a transaction error. What do I do?
- While creating a new user account, the system tells me that the user name already exists. What does this mean?
- Why can’t I log in?
- Where can I edit or add an address?
- Where do I enter my bank account data / credit card information?
- I’ve forgotten my password... what can I do?
- How safe is my personal data during transmission and storage?
How do I order from your web-shop?
You must first create an account with a valid email address. To order, add your items in the cart first. When you are done shopping you may click on the Shopping Cart to review your items. Review your order at the final screen, make sure all fields are selected, and click the "Finish Checkout" link to submit your order. You will be redirected to Paypal where you can use your registered Paypal-Account or one of the other methods Paypal offers. When the payment process has been successful you will receive an email confirmation.
I received 2 email confirmations after placing my order. Did you charge me twice?
When an order is submitted, you will first receive an email with a reference number. As soon as one of our employees is taking care of your order, you will receive a second email containing your official order number.
Are confirmation e-mails sent when you send the items I've ordered?
Yes, you will receive an email confirmation with tracking information and the day of shipment if your parcel is being shipped by UPS. If the shipping is done by any other than UPS, please contact our customer´s support at firstname.lastname@example.org
Can you mark your customs form as "Gift" to avoid Customs fees?
No! All orders are sent as “merchandise”. If you live outside the European Union, you are responsible for additional Custom fees and taxes that may apply to your shipment.
I live outside the European Union; do I still have to pay VAT?
Yes, you do. We do not deduct VAT from your invoice, since private individuals have to pay VAT in the Member State of purchase. Please claim the VAT back with your local authorities.
Can I check the status of my order online?
After logging in, you may click on "My Account" to view the history and status for all your orders. Once your status reaches the final stage of "Invoiced," you order will then ship shortly afterwards.
How long will it take to get my order?
Orders usually ship within 1-3 days of processing (excluding weekends and holidays) and arrive within 2 weeks for European orders. Any other international transit can take up to 3 weeks, while transit overseas may take 3-5 weeks.
If you PRE-ORDER an item, please read the full description for its expected ship date. Please note that any other item you order additionally to a pre-order item won´t be shipped separately.
When I click on "Finish Checkout", it gives me a Server Error. What do I do?
Please recheck your data and that all fields are checked. If you keep receiving the error message, please contact our Team at email@example.com
When will a "temporarily out of stock" item become available again?
The web shop will reflect a restock normally within 3 hours of being received. Please check back regularly, or sign up for our newsletter to stay informed of all the new items and re-stock items we receive.
I have credit from an old invoice. How do I use this?
If you have credit, please email us the invoice number that stated your credit and the total amount. We will respond with instructions on how to use your credit depending on its amount.
What forms of payment do you accept?
You can choose between standard advanced payment via wired transfer (you will receive our bank details with the order confirmation email) and the online payment system Paypal. Paypal offers not only the payment through a registered Paypal-Account but also Payment via Credit Card and other payment methods that don’t need a Paypal registration.
Do you accept orders by phone or mail?
Sorry, at this time we do not. Any orders received through the mail will be returned.
My pending charge is higher than my total. Why?
Our system, as well as many others, may reserve a slightly higher amount than your grand total. When we initiate a final charge, your pending charge will disappear and your statement will reflect the correct total, which may be lower than your order confirmation if items had to be removed.
My pending charge has disappeared. Is my order still valid?
It is normal for our pending transactions to disappear if we do not initiate the final charge within 30 days. This will usually happen during a “Pre-order” for an item that cannot ship prior to a week before street date. Your card will be charged when your order is shipped.
I received a transaction error. What do I do?
As we are only using Paypal as payment gateway we kindly relegate you to read the transaction error messages on Paypal’s site. We surely provide you with help if you are encountering any problems that you can’t solve on your own. Please contact us at firstname.lastname@example.org.
While creating a new user account, the system tells me that the user name already exists. What does this mean?
If this message is shown during creation of a user account, we already have a registered customer in our database with that same e-mail address. If you already registered your account before, but can't remember your password, please use the reminder function, to get a new password via email.
Why can’t I log in?
This may happen for several different reasons:
1.) Your user name doesn’t exist; your account may not have been created yet. Please create a new account and a new user name here
2.) Your password is wrong, please use the reminder function to get a new password via email.
Where can I edit or add an address?
You can easily add/change addresses on the order confirmation page right before submitting the order.
Where do I enter my bank account data / credit card information?
You enter your financial details when using the Paypal Payment Gateway. Either you can use your Paypal Account there or you can use your bank account/credit card details as payment option.
I’ve forgotten my password... what can I do?
As long as you remember your user name, this is no problem. Simply select the reminder function to receive a new password via e-mail. If you have forgotten your user name as well, please e-mail us to get help from our support team.
How safe is my personal data during transmission and storage?
Through the order process we use 128bit SSL decoded connections between client and server for transmission protections. The payment through Paypal is secure as well. Please refer to Paypal Security