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Questions frequently asked by customers

• How can I pay?
  You can obtain all the information about methods of payment from the Payment area.
• How much are the delivery costs?
  You can obtain all the information about shipping costs from the area Shipping.
• How long will it take for my order to be shipped?
  Shipping times are always specified next to the relevant item.
• Where is my order?
  You can view the current shipping status of your order under My Account. You can view all the Orders in Progress and all the Shipped Orders. Under Package Tracking you can view the location of the shipped packages.
• When can the item be delivered?
  Only the stated delivery dates and times are available, but you have the option of obtaining information regarding availability in the Details View for the item (activate notification when the item becomes available). You will then receive an email as soon as the desired item is able to be delivered.
• How can I change my order?
  Use your login details to log in under My Account and select Orders in Progress. You can alter the quantity or cancel the item.
• What are your bank details?
  Our bank details for your transfer are: Postbank; Account holder: Passiontec GmbH; IBAN: DE79100100100152875107; BIC: PBNKDEFF
• Can I get from you spare parts for my device?
  You can usually only get spare parts directly from your device manufacturer.
• How can I change my account information?
  Use your login details to log in under My Account and select Change Customer Details. You can change your customer details to suit you.
• How do I place an order?
  Add the desired item to the basket. Enter your delivery and payment details. On the order review page, confirm that your details are correct. Choose “Send order”.
• How can I change my password?
  Use your login details to log in under My Account and select Change Password. You can change your password to suit you.
• I’ve lost my instruction manual – can I get one from you?
  We do not keep individual instruction manuals. Many manufacturers do, however, offer the option of downloading or ordering manuals directly from their website.
• Why does a product on my country’s website cost more than on the German website? Can I order from the German website?
  It is not possible to order from the German website. Other countries are subject to different cost structures, such as cross-border fees, exchange rate fees and different freight costs.
• Why can’t I use my credit card to pay? I don’t use PayPal or credit transfer.
  To keep transaction costs low, we accept only credit transfers, as customary in Germany, or PayPal payments. PayPal offers you a wide range of different payment options, including credit card payment.
• You do not charge for delivery for orders of €400.00 or more in Germany. Is this also true in my country?
  To cover the significantly higher freight costs compared to Germany, we are unable to offer free shipping outside Germany. However, you will benefit from a generous discount in comparison to the typical shipping costs in your country.
• How long does delivery take to other countries?
  Please visit the website and click on “Shipping” for delivery times. You can use your DHL Tracking Code to track your shipment all the way to your doorstep in all countries to which we deliver. Please visit the website and click on “Shipping” for a list of countries to which we deliver.
• How can I contact the manufacturer for a complaint, a request for a refund or an exchange?
  Please see the warranty conditions for information on how to get in touch with the manufacturer. Unfortunately, we do not have a list of all manufacturers and countries.
• What is included in my shipment?
  Please see the product description for information about what is included. All products are supplied with the accessories belonging to the product as described by the manufacturer.
• Is it possible to order without value-added tax?
  Yes, you can order without value-added tax if you are a business owner and state a valid value-added tax identification number for the intra-Community supply of goods.
• How can I get my invoice?
  You can find your invoices in your customer account under "invoices".
• Can I collect my order from Passiontec?
  We have no retail shop at our warehouse. Collection in person is therefore not possible.
• Are British plugs provided for orders by UK customers?
  Yes, we will provide you with British plugs free of charge.
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Passiontec GmbH · Straße des Friedens 35 · 03222 Lübbenau, Germany

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