Questions? Let us help you!

We've gathered some frequently asked questions by our clients to this page. If you can't find the answer to your question here, please get in touch with our customer service!


Do you deliver to my country?

We have international shipping available for selected countries. Please see the full list of countries at our Delivery info -page. If you cannot find your own country at the checkout -page, please inform our customer service and we will help gladly help you.

Can I buy items with my own currency (f.ex in dollars, in pesos, in yen)?

Yes, of course! When you pay your purchase with a credit card or through PayPal, the payment system automatically handles the changes in currency. All prices are shown in euros (abbreviation: € or EUR) but you can compare the prices to your own currency on many websites like www.xe.com.

What is the delivery time to my country?

There are different delivery times to different delivery zones. A more specific breakdown of the delivery times can be found at the Delivery info-page .

How much are the shipping costs?

The shipping costs are automatically calculated to your shopping cart, based on your country. A more specific breakdown of the shipping costs can be found at the Delivery info-page.

MY ORDER HAS NOT BEEN DELIVERED YET, WHAT DO I DO?

We ship thousands of orders to all different parts of the world every month so it is natural for some deliveries to take longer than others. First, make sure that the order has actually been shipped. Most common reason for this question is that the some items might have not been in stock at the time of purchase and the order has not even been shipped yet. You will always receive an automated email from us letting you know when your order has been shipped, provided you entered a correct e-mail address while making the order. 

If the order has actually been shipped and it is past the estimated delivery time, please contact our customer service and we will sort out the situation for you quickly. We strongly recommend always using a tracked shipping method for your order, which you can choose when placing the order.

CAN I GET A TRACKING CODE FOR MY ORDER?

If you chose a delivery method at the checkout which provides a tracking code (FedEx / GLS), you will automatically receive a tracking code for your order after the order has been shipped. If you chose a non-trackable delivery method then it will not be tracked and no tracking is available. We strongly recommend always using a tracked shipping method for your order.

Do I need to register as a customer to be able to make orders?

No, you don't need to register as a customer. You can make an order without registration. However, there are some benefits if you register: You can log in and view the orders you've made, see the status of the orders and if you want to, you can select to receive newsletter from us about new products and competitions. Registered customers will also benefit from our bonus system.

How Quickly will my order be handled?

We do our best to handle and ship the orders on the same day, or the following day from the purchase.

My order includes both pre-sale, and non-pre-sale products. Can you ship the non-pre-sale products first, and the pre-sale products later?

Unfortunately that is not possible. Orders including pre-order items will be shipped as complete, when all items have arrived to stock. If you wish to have the products shipped separately, you will have to make separate orders for them.

Do I get the pre-sale products on the release date?

We always try to get the pre-sale products to our clients by the date of release. However, if any delay appears (like delay from the supplier or force majeure) we always try to keep our customers informed about it.

How can i use my gift certificate or discount coupon code?

If you have a gift certificate or discount code you would like to use, the code can be activated at checkout.
Choose “Use discount coupon or gift certificate”, add the code to opened text box and click “Use”.
Codes expire after one use, so they can be activated only once.
Note, that only one code can be activated per order.

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