FAQ
ORDER
I DID NOT RECEIVE AN ORDER CONFIRMATION
We send the order confirmation to the email address provided during the ordering process. If you have not received an order confirmation, it is important to first check your spam folder in your email inbox. Please note that it may take up to 24 hours for the order confirmation to be sent.
If you still have not received an order confirmation, please contact our customer service. They can check if your order has been received in the system. If this is the case, we can send you the order confirmation. It is possible that the system did not register your order. In this case, it is important to contact customer service before placing a new order to avoid duplicate orders.
WHAT IF I PROVIDED INCORRECT INFORMATION (ADDRESS, NAME, ETC.)?
If you have provided incorrect or incomplete information, such as a wrong address, incorrect email address, etc., please contact us immediately. Please note that we cannot guarantee a timely change, as our warehouse processes and ships orders very quickly. Therefore, it is very important to contact us as soon as possible after placing your order. If a change is successful, it may affect the shipping time. Any additional costs, such as in the case of a return due to incorrect address details, will be charged to the customer. This also applies if the change could not be communicated in time.
CAN I MODIFY MY ORDER?
Once your order has been placed, it is sent to our warehouse for processing. Unfortunately, we cannot make changes to your order. If your order has not been processed yet, we can offer to cancel the entire order so you can place a corrected order. Please contact customer service at info@deinspar.com
CAN I CANCEL MY ORDER?
Contact us as soon as possible using the contact form. If we have not processed your order yet, we can still cancel it. If the order has already been processed, you will need to receive it and return it to us.
CLAIMS
WHAT SHOULD I DO IF MY PACKAGE AND PRODUCTS ARE DAMAGED?
Contact us as soon as possible if products from your order are defective or damaged upon arrival. Document the affected items and packaging with photos and send them to us. Once we have received and reviewed the photos, we will offer you the best possible solution for your claim. Do not return the products to us unless we have asked you to do so.
I RECEIVED THE WRONG ITEM. WHAT CAN I DO?
Please compare your order confirmation with the received items to ensure you received everything correctly.
If something is incorrect, please contact us using the contact form and, if possible, send us photos of the incorrect items. Also, please provide the product name of the missing item.
RETURNS
CAN I RETURN MY ORDER?
You can return your order within 14 days after receipt, provided the products are unused and in perfect condition. Sealed items, such as frames, can only be returned if the seal has not been opened.
Shipping and delivery fees are non-refundable.
HOW DO I PROCEED WITH A RETURN?
Please contact us if you wish to return an item so we can provide you with the necessary information regarding the return process. Alternatively, please read our cancellation policy for more details. The return process may take up to 14 days after you have sent your package back. Once your return has been processed in our warehouse and the refund has been initiated, we will send you a confirmation via email.
HOW MUCH DOES IT COST TO RETURN?
Please note that you are responsible for the return shipping costs. All returns should be sent back to us.
