Frequently asked questions - FAQ
Questions in Payment, Shipping, Refund, Upgrade
Payment, Shipping, Refund, Upgrade
> I'm not a EU resident traveling to Europe next week. Can I purchase tax free in your store?
Posted: Oct 17, 2017 in Payment, Shipping, Refund, Upgrade
Even if you are just visiting EU and your shipping address is in EU (e.g an Hotel), we have to charge the VAT in your invoice by our law. However you can get the pre-paid VAT refunded if you can prove you have left EU with your purchase. Just go to the custom office and let them stamp a copy of your invoice. Afterward please send it back to our office (original document). Once we have it your VAT will be refunded accordingly to the payment method you used in our store.
> I am not from EU. Why do you offer just UPS Shipping to my country?
Posted: Oct 15, 2017 in Payment, Shipping, Refund, Upgrade
In the past we have shipped our sendings with DHL as Premium Packages. Packages were always handled by local postal services (service partners of DHL) of country of destination and very often the quality of their service was just bad (we got quite often complains about damaged packages). Very often packages to USA, Australia or Canada have been delayed for weeks for customs clearance. Now with UPS it is always EXPRESS delivery which usually costs a couple of hundred EUR, but we could bargain very good conditions. It costs now almost as high as usual postal fees. But customers have their ordered goods within of a couple of days. We consider UPS as the best affordable shipping partner now.
> I am not from EU. Are there any additional import fees at the time of delivery?
Posted: Oct 12, 2017 in Payment, Shipping, Refund, Upgrade
When you buy goods abroad of your country, depending on goods price (or origin) you most likely have to pay import taxes (UPS collects and processes it on behalf of the government and calls it brokerage fees). We cannot even estimate the amount of those fees. It depends on goods price, origin, import rules of country of destination (even states and provinces have different rules). We assume customers know those rules, when they place their orders abroad of their countries. Our EU customers have to pay German taxes VAT (19%), but for customers from abroad of EU we don't charge German taxes. There is however no guarantee, that you don't have to pay import taxes at all, when your country has particular rules and thresholds for import of goods.
> I am not EU citizen, do I have to pay your VAT of 19% ?
Posted: Oct 13, 2017 in Payment, Shipping, Refund, Upgrade
You don't have to pay our taxes, if your shipping address is not an EU address. After you have registered your non EU shipping address in our store, the total amount of your order will be recalculated without tax.
> We are an EU company. Do we have to pay your VAT of 19% ?
Posted: Oct 11, 2017 in Payment, Shipping, Refund, Upgrade
You don't have to pay our taxes, if you have got a valid EU VAT ID. Please insert your Company name and VAT ID in the registration form. Your VAT ID will be checked automatically and if it is valid, the total amount of your order will be recalculated without tax. In case the validation don't work, just please contact us using contact form and tell us your VAT ID. We will change your registered data manually, so you can place your orders VAT free.