Article ID Code:GK-FS-04
Invoice Related Questions
Q1. Do you provide invoices for intra-EU transactions?
We can provide a tax-exempt link (intracommunautaire levering), but once this link is provided, no VAT invoice will be issued. If the purchase is made directly on the official website, a VAT invoice can be provided.
Q2. Does the issued invoice include VAT?
Yes, the invoices normally issued include VAT.
Q3. Can sole proprietors (freelancers) get invoices for their orders?
Yes. Sole proprietors (freelancers) can contact customer service after placing an order and provide the order information to request the corresponding invoice.
Q4. Are invoices for Italian customers issued in Italy? Are they electronic invoices?
Currently, invoices issued to Italian customers use a German VAT number and are in electronic invoice format. After placing an order, you can contact the customer service team by email, provide the order information, and we will issue the corresponding electronic invoice for you.
Shipping and Logistics
Q1. When will the order be shipped? Is there a way to track the package?
After the down payment is completed, orders are usually processed within 2–3 business days (quality inspection, production, packaging); shipping from the warehouse to the destination takes about 2–8 business days.
After the order is shipped, you will receive an email containing the order status and logistics tracking information. You can track the package status through the link in the email.
Order Exception Handling
Q1. Why can't I find my order on the order page?
There are mainly two possibilities:
1. The currently logged-in account is different from the one used to place the order;
2. The purchase was completed before registering an account, so the order is not automatically linked.
You can contact customer service and provide order information (such as email, order number) to assist in linking the order to the current account.
Q2. What should I do if I did not receive a confirmation email after placing an order, but the payment has been deducted?
You can contact customer service and provide the email used when placing the order. Customer service will check whether the order has been confirmed and resend the order confirmation email.
If payment was made via bank transfer, you need to provide a bank payment screenshot so that the finance department can verify and confirm before processing the order.
Order Cancellation and Returns
Q1. How to cancel an order?
To cancel an order, you need to inform customer service of the reason for cancellation (such as product quality, functionality, compatibility, or other aspects). After understanding the situation, customer service will provide the most suitable solution.
If the order has not been paid, it will be automatically canceled without additional action; if payment has been made, you need to follow customer service instructions to complete the cancellation process.
Q2. Can I return the product if I don't like it after trying? What are the return requirements?
Returns are allowed. Within 30 days from the date of receipt, you can apply for a return even if you have tried the product, but the product must be kept in the condition it was received: packaging without serious damage, all labels and accessories intact, and in a resalable condition.
For returns due to personal reasons: return shipping costs must be borne by you, and a 5% service and handling fee will be deducted from the refund amount; for returns due to product quality or functionality issues: related shipping costs will be borne by us.
Bulk Purchasing
Q1. What are the payment terms for purchasing 100 units or more?
There are three main payment methods for bulk purchases : PayPal, credit card, and bank transfer.
1. Bank transfer: you can contact customer service to get the latest transfer address, and after transferring, you need to provide a payment screenshot for financial verification;
2. Cash on delivery is not supported; only prepayment before shipment is accepted.
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