Welcome to our FAQ page! Here, we have compiled a list of frequently asked questions to provide you with quick and helpful answers. Whether you’re curious about our inflatable products, shipping policies, or customization options, you’ll find the information you need right here. Browse through the sections below to find answers to common inquiries.
1. Placing an order:
To place an order on our website, simply follow these steps:
- Browse our wide selection of inflatable products and choose the ones you wish to purchase.
- Click on the product image to view the detailed product description, images, and pricing information.
- If you are satisfied with the product, select the desired quantity and click the “Add to Cart” button.
- You can continue shopping and add more items to your cart, or proceed to checkout by clicking the cart icon.
- Review the items in your cart and click the “Checkout” button to proceed with the order.
- Provide your shipping address and select the preferred shipping method.
- Choose your payment method. We offer secure payment options, including PayPal and credit card.
- Complete the payment process by following the provided instructions.
- After placing your order, you will receive an order confirmation email with the details of your purchase.
For custom orders, pre-sale inquiries, bulk orders, discount coupons, or bulk discounts, we encourage you to contact us directly. We have a dedicated customer support team ready to assist you with any special requests or questions you may have. Simply fill out our contact form at the bottom of the page, and select the relevant subject to ensure a prompt response.
Please note that custom orders may require additional processing time, and our team will work closely with you to fulfill your unique requirements. We strive to provide excellent customer service and ensure a seamless ordering experience from start to finish.
We understand that you may need to make changes or modifications to your order. We strive to accommodate your requests; however, please note that changes can only be made within 6 hours of purchase. To ensure a smooth process, we recommend contacting us directly as soon as possible.
If you wish to make changes to your order, such as updating the shipping address or modifying the items in your cart, please use our contact form located at the bottom of this page. Select the appropriate subject, such as “Order Modification,” and provide us with the necessary details. It’s essential to include your correct order number to ensure a timely and accurate update.
Our dedicated customer support team will review your request and assist you with the necessary changes. Please keep in mind that once the 6-hour window has passed, we may not be able to modify your order. In such cases, you may need to consider canceling your order (within the specified time frame) and placing a new one with the desired modifications.
We highly recommend reaching out to us promptly to avoid any potential issues or delays with your order. Our goal is to provide excellent service and ensure your complete satisfaction.
We offer convenient and secure payment options to make your shopping experience as smooth as possible. Currently, we accept two primary payment methods: PayPal and credit card payments.
PayPal is a widely recognized and trusted online payment platform that provides a safe and seamless transaction process. When selecting PayPal as your preferred payment method, you will be redirected to the official PayPal website to complete your payment. Once the payment is finalized, you will be directed back to our website.
We also accept credit card payments, providing you with the flexibility to use your preferred credit card for your purchase. We accept major credit cards, ensuring a hassle-free checkout process.
If you have specific preferences for payment methods not listed above, we encourage you to contact us directly. We understand that different individuals may have unique requirements, and we are open to accommodating alternative payment methods, such as direct bank transfers or other options. Simply reach out to us through our contact form, and let us know your preferred payment method. Our team will do their best to assist you with your specific request.
Please note that all payment transactions are secure, and we prioritize the protection of your personal and financial information. We strive to provide a seamless and trustworthy payment process to ensure your satisfaction with every purchase.
We understand that sometimes you may need to make changes to your order details, including the shipping address. To modify your order, we kindly ask you to contact us directly as soon as possible. It’s important to reach out to us within 6 hours of placing your order to ensure that we can process your request effectively.
To initiate the modification process, please use our contact form located at the bottom of our webpage. When submitting your request, select the appropriate subject, such as “Order Modification” or a related option. In the message, provide us with your correct order number and specify the changes you would like to make, including the new shipping address.
Our dedicated support team will review your request promptly and make every effort to accommodate your changes. However, please note that order modifications are subject to availability and certain restrictions, especially if the order has already been processed or shipped.
We highly recommend double-checking your order details before completing the purchase to avoid any potential issues. However, if you do require modifications, please don’t hesitate to contact us as soon as possible, and we will do our best to assist you. Your satisfaction is our priority, and we appreciate your cooperation in helping us serve you better.
Standard Inflatable Products:
At WeFlatables, we are dedicated to providing you with a seamless shopping experience, including efficient processing and delivery of your orders. Here’s what you need to know about our shipping and delivery process:
Processing and Shipping Time:
The processing and shipping times for your orders depend on your location. We prioritize swift order fulfillment to ensure timely delivery:
|Country||Processing Time||Shipping Time|
|USA/Canada||1-3 business days||8-14 business days|
|Other countries||1-3 business days||10-18 business days|
Please note that these are approximate estimates. Actual delivery times can vary due to factors like customs procedures and unforeseen logistical delays.
Custom Inflatable Products:
For our unique custom inflatables, we offer you the opportunity to create something truly special. Here’s what to expect with our custom products:
- Production Time: Custom inflatables typically require 14-21 business days for production, varying based on size and weight.
- Shipping Time for Custom Inflatables: Due to their larger packaging, custom inflatables are shipped by boat. This extends the shipping time to an average of 40-60 business days worldwide. We appreciate your understanding of this extended timeframe, as it’s necessary to ensure safe and secure delivery.
Please note that these are general estimates and actual delivery times may vary due to factors such as customs clearance procedures and unforeseen logistical delays. Additionally, for custom-built inflatables, there may be an additional processing time of 2-10 business days depending on the size and complexity of the product.
Once your order has been shipped, you will receive an email notification with a tracking number to track the progress of your package. However, please keep in mind that for some shipments, especially those with free shipping, tracking information may not be available.
We understand that timely delivery is important to you, and we are committed to ensuring a smooth and efficient shipping process. If you have any spec
We offer free shipping worldwide for all our products. We strive to provide the most cost-effective and convenient shipping options for our customers. The specific shipping method used for your order may vary depending on the destination country and the nature of the product. Here are the common shipping methods we utilize:
Standard Shipping: This is our default shipping method, which is free of charge for all orders. It typically takes between 8-14 business days for delivery to the USA and Canada, and 10-18 business days to most other countries. Please note that these are estimated delivery times and can vary depending on factors such as customs clearance and local postal services.
Express Shipping (for custom orders): For certain products or urgent orders, we may offer express shipping options at an additional cost. Express shipping methods such as DHL, FedEx, or UPS provide faster delivery times ranging from 2-7 business days depending on the destination. Contact us directly to inquire about this shipping. This is mostly the case for custom orders. Please contact us if you need more information about this. This option depends on the size and weight of the package.
It’s important to note that the availability of shipping methods may vary depending on your location and the specific product you are ordering. During the checkout process, you will be able to select the available shipping options for your order. If you have doubts or other requirements please contact us first.
We are constantly evaluating and optimizing our shipping processes to ensure timely and reliable delivery of your orders. If you have any specific questions or requests regarding shipping, feel free to reach out to our customer support team. We are here to assist you and provide the best possible shipping experience.
Yes, we provide international shipping. We can deliver our products to almost every country in the world.
3. Product information:
Our inflatables are made of high-quality materials to ensure durability and safety. The specific materials used may vary depending on the type of inflatable, but common materials include PVC (Polyvinyl Chloride) and Oxford fabric. These materials are known for their strength, flexibility, and resistance to wear and tear. We prioritize using materials that meet international safety standards to provide you with safe and enjoyable inflatable products.
Yes, our inflatables are designed to be used both indoors and outdoors. They are built to withstand various weather conditions and are made from durable materials that are resistant to UV rays, water, and general outdoor wear and tear. However, it’s important to note that while our inflatables are designed for outdoor use, certain precautions should be taken to ensure their longevity and safety. It is recommended to securely anchor the inflatables to the ground, avoid sharp objects or surfaces that could puncture the material, and follow the provided instructions for proper setup, usage, and maintenance. Additionally, taking into consideration factors such as weather conditions and proper storage when not in use will help prolong the lifespan of the inflatables.
To inflate our products, you will typically need an air pump or an electric blower. The specific method of inflation may vary depending on the type and size of the inflatable. Here are some general steps to follow:
Locate the valve: Most inflatables have a valve specifically designed for inflation. It is usually located on the side or bottom of the product.
Prepare the pump: If you’re using an electric blower, make sure it is properly connected to a power source. If you’re using a manual pump, ensure it is in good working condition.
Attach the pump: Connect the pump nozzle or adapter to the valve of the inflatable. Make sure it fits securely to avoid air leakage.
Start inflation: Turn on the pump or begin manually pumping air into the inflatable. Be careful not to overinflate, as it may cause damage.
Monitor inflation: Keep an eye on the inflatable as it fills with air. Ensure it is evenly inflated and taking the desired shape. Adjust the airflow if needed.
To deflate the product:
Locate the valve: Similar to inflation, find the valve used for deflation. It is often located near the inflation valve.
Open the valve: Depending on the type of valve, you may need to twist or pull it open. This allows the air to escape from the inflatable.
Squeeze out air: Gently press down on the inflatable to help the air escape more quickly. Start from one end and work your way toward the valve.
Fold or roll the inflatable: Once the majority of the air is released, carefully fold or roll the deflated inflatable to remove any remaining air and make it easier to store or transport.
Please note that these are general instructions, and specific product guidelines may vary. Always refer to the provided instructions or contact our customer support for detailed guidance on inflating and deflating your specific inflatable product.
Yes, our inflatables are designed with safety in mind and are generally safe for children to use. However, adult supervision is always recommended to ensure a safe and enjoyable experience. Here are some reasons why our inflatables are considered safe for children:
Durable materials: Our inflatables are made from high-quality, durable materials that are designed to withstand rough play and provide a safe environment for children.
Safety features: Many of our inflatables include safety features such as soft walls, secure enclosures, and reinforced seams to minimize the risk of accidents or injuries.
Compliance with safety standards: Our inflatables comply with industry safety standards and regulations to ensure they meet specific safety criteria.
Age-appropriate designs: We offer a variety of inflatables suitable for different age groups, ensuring that children can enjoy age-appropriate play experiences.
Clear usage guidelines: We provide clear instructions on how to properly use the inflatables to maximize safety. It is important to follow these guidelines and ensure children understand the rules of safe play.
However, it’s important to note that parental supervision is crucial, especially for younger children. Parents should monitor their children while they are using the inflatables, ensure they are using them correctly, and intervene if any unsafe behavior is observed.
If you have any specific concerns about the safety of our inflatables, we encourage you to reach out to our customer support team for more information and guidance.
4. Custom orders and Presale:
Yes, we offer customization options for inflatables to meet your specific needs. We understand that you may have unique preferences or branding requirements, and we are here to help bring your ideas to life. Here are some customization options we provide:
Custom Designs: We can create custom designs based on your requirements, whether it’s a specific shape, character, logo, or branding elements. Our skilled team can bring your vision to reality.
Colors and Graphics: You can choose from a wide range of colors to match your desired theme or brand identity. We also offer custom graphics printing, allowing you to add logos, text, or artwork to the inflatables.
Size and Dimensions: Depending on your space limitations or specific usage requirements, we can customize the size and dimensions of the inflatables to fit your needs.
Additional Features: We can incorporate additional features such as removable banners, LED lighting, interactive elements, or special attachments to enhance the functionality and appeal of the inflatables.
To discuss your customization needs, please contact our customer support team or fill out our custom product request form on our website. We will work closely with you to understand your requirements and provide you with a tailored solution. Please note that customization options may have additional costs and lead time, which will be communicated to you during the customization process.
To place a custom order for an inflatable product, we recommend following these steps:
Contact our customer support: Reach out to our customer support team by filling in the custom inflatable order form here. Provide them with your contact information and the best time to reach you.
Provide detailed information: The more input you can provide us, the better we can understand your requirements and create a tailored solution. Be prepared to share specific details such as the purpose of the inflatable, the intended usage environment (indoor or outdoor), any size or dimension constraints, preferred colors or designs, and any specific features or accessories you may have in mind.
Share visuals or sketches: If you have any reference images, sketches, or design concepts that can help us visualize your ideas, please share them with our team. This will assist us in creating a design that aligns with your vision.
Discuss budget and timeline: It’s important to discuss your budget and desired timeline for the project. Custom orders may have additional costs associated with design, materials, and production, so providing your budget expectations will help us propose suitable options. We will also discuss the estimated production and delivery timeline based on the complexity of the customization.
Review the proposal: Once we have gathered all the necessary information, our team will prepare a detailed proposal outlining the specifications, design concept, pricing, and estimated timeline for your custom inflatable. Review the proposal carefully and provide feedback or request any necessary revisions.
Place the order: If you are satisfied with the proposal, you can proceed to place the custom order by confirming your acceptance and making the required payment as per the agreed terms. Our team will initiate the production process and keep you updated on the progress.
Remember, the more information and input you can provide about your custom inflatable needs, the better we can deliver a product that meets your expectations. Our goal is to create a unique inflatable that perfectly suits your intended use and exceeds your satisfaction.
When requesting a custom order, we require specific information to ensure we meet your expectations. Here are the key details we need:
Size: Please provide the desired dimensions of the inflatable product, including length, width, and height. This will help us determine the appropriate scale and proportions for your custom order.
Colors: Specify the desired color(s) for your inflatable. You can indicate specific color codes or provide a description of the colors you prefer. This will enable us to match your desired color scheme accurately.
Adding your logo: Let us know if you want to include your logo on the product. You can choose from the following options: a) Logo upload: If you have a digital file of your logo, you can upload it using the provided option on the custom order form. b) No logo: If you don’t want a logo on the inflatable, please select the appropriate option.
Blower: Select the blower option that best suits your needs. This refers to the type of inflation device required for the inflatable, such as an internal or external blower.
Delivery Deadline: Specify the desired delivery deadline for your custom order. Please provide the date in the format “dd-mm-yyyy” to ensure accurate scheduling and timely delivery.
In addition to these specific fields on our custom order request form, we also encourage you to provide any additional information or requirements that may be relevant to your custom inflatable. This could include details about the intended use, special features or accessories, design concepts, or any other specific requests you may have.
By providing us with comprehensive information through our custom order request form, we can create a personalized inflatable product that meets your unique specifications and delivers a tailored solution for your needs.
Of course! We’re here to help you with your pre-purchase inquiries and provide you with all the information you need. Please let us know which specific product you have questions about, and we’ll be happy to assist you.
To ensure we address your inquiry accurately, it would be helpful if you could provide us with the following details:
Product Name: Please provide the name or description of the product you are interested in. If possible, include any product codes or identifiers to help us identify the exact item.
Specific Questions: Let us know what specific information you would like to know about the product. Whether it’s regarding its features, dimensions, materials, durability, accessories, or any other aspect, we’ll do our best to provide you with detailed and accurate answers.
Feel free to provide as much detail as possible regarding your inquiry, so we can provide you with the most relevant and helpful information. We want to ensure that you have a clear understanding of the product before making your purchase decision.
You can also include any additional preferences or requirements you may have, and we’ll gladly address them as well. We’re committed to assisting you in making an informed decision and ensuring your satisfaction with our products.
Absolutely! We understand that personalization is important to our customers, and we offer options to customize the design and color of our inflatables. We want to ensure that your inflatable perfectly suits your preferences and needs.
When placing an order for an inflatable, you can often choose from a range of design options or provide specific requirements to personalize the design. This may include incorporating your company logo, changing the colors to match your branding, or even creating a completely custom design from scratch.
To personalize the design or color of an inflatable, simply let us know your requirements during the ordering process. You can provide details about the desired design elements, color scheme, and any specific artwork or logos you want to include. Our team will work closely with you to bring your vision to life and create a customized inflatable that meets your expectations.
Please note that customization options may vary depending on the specific inflatable product and design complexity. Some inflatables may have limitations on certain design elements or color variations. Our customer support team will guide you through the customization process and inform you of any available options for the inflatable you are interested in.
We strive to provide a personalized experience for our customers, ensuring that your inflatable is unique and tailored to your preferences.
5. Maintenance and care:
Proper cleaning and maintenance of your inflatable products are crucial to ensure their longevity and optimal performance. Here are some guidelines to help you clean and maintain your inflatables effectively:
- Use a mild soap or detergent mixed with water to clean the surface of the inflatable.
- Gently scrub the surface using a soft brush or sponge to remove dirt, stains, or debris.
- Rinse thoroughly with clean water to remove any soap residue.
- Allow the inflatable to dry completely before storing or using it again.
- For stubborn stains, you can use a non-abrasive cleaner or spot remover specifically designed for inflatables.
- Follow the instructions provided by the cleaner manufacturer and test it on a small, inconspicuous area first to ensure compatibility.
- Before storing the inflatable, make sure it is completely dry to prevent mold or mildew growth.
- Deflate the inflatable and fold it neatly, avoiding sharp folds or creases.
- Store the inflatable in a cool, dry place away from direct sunlight and extreme temperatures.
- When setting up or moving the inflatable, ensure that the surface is clean and free from sharp objects that could puncture it.
- Avoid dragging or pulling the inflatable across rough surfaces to prevent damage to the material.
- Inspect the inflatable regularly for any signs of wear, tear, or damage.
- Repair any small punctures or tears using an appropriate repair kit and adhesive.
- Follow the manufacturer’s instructions for any specific maintenance recommendations or limitations.
Remember, proper cleaning and maintenance will not only extend the lifespan of your inflatable products but also ensure a safe and enjoyable experience for users. If you have any specific questions or concerns regarding the cleaning and maintenance of your inflatables, feel free to reach out to our customer support team for assistance.
Yes, punctured inflatables can often be repaired. Here are the steps you can take to repair a punctured inflatable:
Locate the puncture: Inflate the inflatable and carefully inspect it to find the puncture. You can listen for hissing sounds or apply a mixture of soap and water to identify air bubbles indicating the leak.
Deflate the inflatable: Once you’ve located the puncture, deflate the inflatable completely. This will make the repair process easier and more effective.
Clean and dry the area: Thoroughly clean the area around the puncture with a mild detergent and water. Rinse it well and ensure the surface is completely dry before proceeding.
Apply a patch: Cut a patch from an inflatable repair kit or a similar material that is slightly larger than the puncture. Apply a generous amount of adhesive provided in the repair kit to the patch and the area around the puncture. Press the patch firmly onto the puncture, ensuring there are no air bubbles trapped underneath.
Allow proper curing time: Follow the instructions provided with the repair kit for the recommended curing time. It is essential to allow the adhesive to dry and bond properly to ensure a strong and lasting repair.
Test the repair: After the recommended curing time, reinflate the inflatable and check for any signs of air leakage around the repaired area. If the repair is successful and there are no leaks, you can safely use the inflatable again.
Note: It’s important to use an appropriate repair kit specifically designed for inflatables. These kits typically include patches and adhesive suitable for the inflatable material.
If the puncture is large or the damage is extensive, it may be advisable to contact a professional repair service or the manufacturer for assistance. They can provide specialized expertise and ensure the inflatable is properly repaired.
Remember, prompt repair of punctures will help maintain the functionality and lifespan of your inflatable.
Yes, there are specific storage instructions that can help prolong the lifespan of your inflatables. Follow these guidelines for proper storage:
Clean and dry: Before storing your inflatables, make sure they are clean and completely dry. Remove any dirt, debris, or moisture from the surface. This helps prevent the growth of mold or mildew during storage.
Deflate properly: Ensure that the inflatables are fully deflated before storing them. Use the deflate valves or openings provided to release all the air. This step is crucial to prevent unnecessary stress on the material and seams during storage.
Fold carefully: Fold the deflated inflatable carefully, avoiding sharp creases or bends that could weaken the material. Start by folding it in half lengthwise, and then fold it again into a smaller size. Continue folding until you have a compact and manageable package.
Protect from damage: Store the inflatable in a protective bag or container to shield it from dust, moisture, and potential damage. A sturdy bag or container will help maintain the shape and integrity of the inflatable during storage.
Choose a suitable storage location: Find a cool, dry, and well-ventilated area to store your inflatables. Avoid storing them in areas with extreme temperatures, direct sunlight, or high humidity, as these conditions can deteriorate the material over time.
Avoid sharp objects: Keep the stored inflatables away from sharp objects or rough surfaces that could puncture or damage them. This includes storing them separately from other items that may pose a risk of tearing or scraping the material.
Regular inspections: Periodically check your stored inflatables for any signs of damage, such as punctures, tears, or deterioration. If you notice any issues, address them promptly to prevent further damage or problems when you use the inflatables again.
By following these storage instructions, you can help maintain the quality and extend the lifespan of your inflatables, ensuring that they are in good condition and ready for use when you need them.
6. Returns and refunds:
If you would like to initiate a refund request for your order, please follow these steps:
Contact customer support: Reach out to our customer support team by filling in the designated contact form on our website. Provide them with your order details, including the order number, your name, and the date of purchase.
State your reason for the refund: Clearly explain the reason for your refund request. Whether it’s due to product defects, damaged items, or any other valid reason, provide all relevant information to support your request.
Provide supporting evidence: If applicable, provide supporting evidence such as photographs or videos that demonstrate the issue with the product. This can help expedite the refund process and provide clarity to our team.
Follow the instructions: Our customer support team will guide you through the specific refund process. They may ask you to return the product or provide additional information. Follow their instructions carefully to ensure a smooth and efficient refund process.
Await confirmation and processing: Once your refund request is received, our team will review the information provided. We will notify you of the approval or denial of your refund request. If approved, we will initiate the refund process, and the funds will be returned to the original payment method used for the purchase. Please note that it may take some time for the refund to reflect in your account, depending on your bank or payment processor.
We strive to provide excellent customer service and address refund requests promptly and fairly. Our goal is to ensure your satisfaction, and we will do our best to resolve any issues or concerns you may have regarding your order.
To cancel your order, please ensure that you submit the cancellation request within 6 hours of purchase. To initiate the cancellation process, kindly use our contact form located at the bottom of the page and select the subject “Cancel Order.” It is crucial to provide the correct order number in the form, as requests without the accurate order number cannot be processed.
Upon successful cancellation, any payment made for the order will be refunded to your original payment method. If you used a credit card, the refund will be issued to your card. For PayPal payments, the refund will be credited to your PayPal account.
Please note that after canceling an order, it is possible for your bank or credit card issuer to place a hold on the funds for 1-3 days. Please understand that these holds are beyond our control. If you have any further inquiries or require assistance, feel free to contact our customer support team.
As part of our commitment to swift order processing, cancellations are possible within 6 hours of purchase. To cancel your order, please use our contact form (Contact Us) and choose the ‘Cancel Order’ subject. Ensure accurate order details for seamless processing. Funds will be refunded to your original payment method. Note that bank or credit card holds for 1-3 days are beyond our control.
Refund and Reshipment Policy:
Your satisfaction is paramount. You can request a refund or reshipment if:
- Products aren’t received within 70 business days.
- You receive the wrong item.
- You cancel within 6 hours of purchase.
For unwanted items, return within 30 business days (30 days money back guarantee) at your expense. Once received, we’ll promptly refund the product. For accurate returns, provide a working tracking code. Return address: PO Box 1008, 7940 KA Meppel, The Netherlands. Kindly contact us first for instructions.
Note: Refunds aren’t issued if orders don’t arrive due to factors within your control, exceptional circumstances, or after 6 hours post purchase.
Use our contact form (Contact Us) and select ‘Refund Order’. Include accurate order details for efficient processing. Submit refund requests within 15 days after the extended 70-business day guaranteed delivery period has ended.
Custom Inflatable Products:
Custom inflatables have unique attributes. Returns are only accepted if:
- The product arrives damaged or broken.
- The wrong product is received in error.
Submitting a Refund Request:
You can submit a refund request by filling out our contact form (Contact Us) and select the ‘Refund order’ subject. It’s also important to provide a correct order number, otherwise we can’t process your request to refund. You can submit refund requests within 15 days after the guaranteed period for delivery (70 business days) has expired.
7. Other questions:
If you find that the product you received does not meet your expectations or does not match the description on the product detail page, we kindly request you to review the order confirmation in your mailbox. Sometimes, the product variations available on the product detail page may have different prices, and it’s possible that you may have chosen a specific variation that matches the item you received. However, if you still believe that we have sent you the wrong product, we apologize for the inconvenience.
To address this issue, please complete our contact form located at the bottom of this page and select the subject titled “Wrong product received.” Additionally, we kindly ask you to provide one or more clear photos clearly showcasing the incorrect item(s) you received. Providing a detailed description of how the item differs from the product information listed on our website would also be greatly appreciated. Please ensure to include the correct order number when submitting the contact form to assist us in processing your request accurately.
Due to logistical considerations, it is possible that items from the same purchase may be shipped in separate packages, even if you have requested combined shipping. We kindly ask for your patience in such cases until all the items from your order have arrived.
At the top of our website, you have the option to choose your preferred currency. The prices of all products will be automatically converted into the selected currency using the Google Finance converter. Please note that most transactions will be processed in EUR, so the total order amount displayed on the order confirmation will be in EUR. If your credit card is issued in a different currency, such as USD, you may be charged at a different exchange rate than the one shown on our website. Additionally, your bank or credit card provider may apply a foreign currency transaction fee. If you have any concerns or questions about these charges, we recommend contacting your bank or credit card provider for further clarification. Please understand that we are not responsible for the exchange rate or any fees imposed by your bank or credit card company.
At our company, we have made the decision not to provide phone support as we believe that the level of assistance we can offer through this channel would not be as effective as we strive for. Instead, we offer round-the-clock online support through email. Our customer service team consists of real, friendly, and experienced individuals who are based at our headquarters in Europe. They are dedicated to providing you with the best possible support and addressing any inquiries or concerns you may have. By focusing on email support, we can ensure that each interaction receives the attention and expertise it deserves.
Please note that our response times may vary due to factors such as different time zones and the volume of support requests we are currently handling. We make every effort to reply promptly, typically within 1-5 days. However, please understand that more complex questions or issues that require investigation may take longer to address. During holidays or peak periods, when we receive a higher volume of incoming emails, the waiting times may be longer than usual. We appreciate your patience in such instances, and rest assured that we are committed to getting back to you as quickly as possible. Thank you for your understanding.
Once you have placed an order, order confirmations and shipping notifications will be sent to the email address you provided during the ordering process. If you cannot find these emails in your inbox, we recommend checking your Junk or Spam folders as they may have been filtered there. Additionally, please ensure that any firewall or anti-spam software you have installed is not blocking our emails. If you have followed these steps and still haven’t received our notifications, it is possible that an incorrect or invalid email address was entered during the order process. In such cases, we kindly request you to contact us by filling out the contact form located at the bottom of this page and selecting the ‘Not receiving notifications’ subject.