FAQs

Website and Security:

1. Is the website secure?
   We use state-of-the-art secure SSL connections with the latest 256-bit encryption technology for 100% secure transactions.
2. What security measures do you have for online payments?
   All payments are processed through secure SSL connections to protect your data.
3. How secure are your products?
   All products are carefully inspected and meet safety standards.

Currency and Payments:

1. In which currency will I be charged?
   We process all orders in EUR/USD. If you're located in another country, your order will automatically be converted at the current exchange rate during checkout.
2. What payment methods do you accept?
   We accept major credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Ordering:

1. Can I place an order without creating a customer account?
   Yes, you can order as a guest. However, creating an account allows for easier tracking of your orders.
2. Can I repeat an order?
   Yes, log in to your account and select a previous order to place it again.
3. Will I receive an order confirmation?
   Yes, you will receive a confirmation email with the details of your order after the purchase.
4. Can I cancel or change my order?
   If you need to make changes to your order, you must contact us within 24 hours of placing it. We cannot cancel your order if it has already been shipped. You can view our full refund policy here.

Order Changes:

1. How can I change my order?
   Contact us within 24 hours of placing the order to make changes. After this, changes cannot be guaranteed.
2. Can I change my shipping address after placing an order?
   Yes, but you need to contact us as soon as possible to make the change before the order is shipped.
3. How do I change my email address for my account?
   Log in to your account and update your contact information under "Personal Information."

Shipping and Tracking:

1. How long does it take for my package to arrive?
   Standard shipping time is 7 to 10 business days from the date your item is shipped, not necessarily from the date the order is placed. Delivery times vary depending on demand and your location.
2. Where can I get updates on my order?
   We have a handy shipping guide here, and you can track your order. Note that customers are responsible for all customs and tax fees for their orders.
3. Where is my tracking number?
   Once your order has shipped, you will receive a shipping confirmation email that includes your tracking information. Orders are processed within 24 to 48 hours.
4. Can I track my order after it has been shipped?
   Yes, use the tracking number provided in the shipping confirmation email.
5. How long is my tracking number valid?
   The tracking number is valid until your package is delivered.
6. Can you split my order into multiple shipments?
   Yes, if items need to be shipped from different warehouses, your order may arrive in separate packages.
7. Do you offer express shipping?
   Yes, express shipping options are available at checkout. Shipping time varies depending on the destination.
8. Can I expedite the shipping after placing my order?
   Once the order has shipped, we cannot change the shipping method.

International Orders:

1. Do you offer international shipping?
   Yes, we ship worldwide. Shipping times and costs may vary depending on the destination country.
2. Do you deliver to parcel lockers?
   Yes, we deliver to parcel lockers where supported by the carrier.
3. Do you charge customs fees for international deliveries?
   Customers are responsible for all customs and tax fees that may apply.

Returns and Refunds:

1. What are your return policies?
   For refunds, items must be returned in their original condition within 30 days. Shipping costs are non-refundable.
2. How long does it take to process my return?
   Returns are processed within 5-7 business days after receipt.
3. How do I track the status of my refund?
   You will receive a notification via email once your refund has been processed.
4. Can I return an item for free?
   Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.

Damages and Issues:

1. What should I do if my item arrives damaged?
   We ship each item with extra padding. However, if an item arrives damaged due to postal handling, please contact us with your order number and a picture of the damaged item.
2. How do I claim a defective product?
   Contact us with your order number and photos of the defective item to file a claim.

Product Information:

1. Where is the Qwox-Shop located?
   We are based in Germany.
   Our fulfillment centers are located in:
• North America: East US, West US, South US, Middle US, CA.
• Europe: United Kingdom, Germany, Czech, France, Italy, Spain, Finland, Sweden, Austria, Ireland, Netherlands, Poland, Belgium, Norway.
• Asia-Pacific: Melbourne, Sydney, Japan, South Korea, Thailand.
• China: Yiwu, Shenzhen.
2. Do you offer a warranty on your products?
   Yes, we provide a limited warranty on all products. The exact warranty terms vary by product.
3. Are the products in stock?
   We strive to keep stock levels up to date. If an item is unavailable, it will be indicated on the product page.
4. How do I find the right size for clothing or shoes?
   Our product pages include size charts and guidelines to find the correct fit.
5. Do you offer gift cards?
   Yes, we offer digital gift cards that you can purchase on our website.
6. Do you offer discounts for bulk orders?
   Yes, contact us for bulk orders to discuss discounts.
7. Do you offer gift wrapping?
   We do not currently offer a gift-wrapping service.

Other Questions:

1. How can I create a customer account?
   Click on "Create Account" and follow the instructions. A customer account offers faster checkout and access to order histories.
2. How do I receive notifications about special offers?
   Subscribe to our newsletter or follow us on our social media channels to stay informed about offers.
3. How can I unsubscribe from your newsletter?
   Click "Unsubscribe" in one of the emails you receive from us or change your subscription settings in your account.
4. Can I pick up my package from you?
   We do not currently offer a pickup service.
5. Do you support sustainable packaging solutions?
   Yes, we strive to use eco-friendly packaging materials.
6. Can I schedule a delivery for a specific date?
   Scheduling deliveries for specific dates is not currently possible.
7. Do you offer student discounts?
   We do not currently have special discounts for students.
8. Do you offer loyalty programs or points?
   We do not currently offer a loyalty program.