FAQ - Orders

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When will I receive an invoice? 

For orders with the wire transfer payment method, our system generates a proforma invoice within a few minutes from order creation. For all orders with any payment method, as soon as your payment is received and paired with your order, a deposit payment confirmation is generated, and the final invoice is generated once your order is shipped out. 

How can I edit the delivery and the billing addresses in my order invoice? 

The delivery address and the billing address associated with your order can be modified using your order details page, as long as the order status is New. If your order status is different, it is not possible to further modify your order.

Note that it is not possible to add a VAT or company billing date to an order after it is made. In this case, the order needs to be canceled and remade.

Can I add or remove items to my order? 

Apart from a few exceptions, it is possible to add or remove items to your order using your order details page, as long as the order status is New.

If your order was already paid at the time of adding to it, our system will prompt you to pay the surcharge; if your order was already paid at the time of removing an item from it, our system will automatically generate a refund request for the price difference. 

Why does the preparation time estimation change often? 

Although we are doing our best to minimize any delays, the preparation time estimation visible on your order details page can change multiple times, as it is only a timeframe estimation that relies on the actual production. 

My order includes multiple items with different preparation times. When will the items be shipped?

All items within an order will ship at the same time when all the items are ready. It is not possible to split an order into multiple parts. 

When will I receive the order tracking number? 

The tracking number is generated and sent to the email address associated with your order as soon as your order is packed and ready for courier pick-up. 

The tracking shows that my order was not shipped. What should I do? 

If the tracking number was generated less than 2 business days ago, it is regular and it means that your order is waiting for the courier to collect it. In case the tracking number was generated for a longer time, please contact our Customer Support.

The carrier contacted me asking for payment of duty fees. Should I cover it?

For packages bound outside of the European Union, the VAT is not charged. However, you may need to pay import taxes, customs, or other taxes and fees once the package reaches the border of your country, depending on the policy of your local customs office. The customs clearance process has to be done on the customer's side, with the help of the customs broker they get from their carrier (DAP incoterms). 

I canceled my order. When will I receive the refund? 

Our financial department will send you the refund within a maximum of 14 business days from the order cancelation. 

I canceled my order, but I changed my mind. Can I reinstate my order? 

It is not possible to reinstate a canceled order. The only way would be to generate a new order.