Frequently Asked Questions (FAQ)
1. What products do you sell?
We currently offer selected household products through our online store, including robot vacuum cleaners.
Please visit our product pages for current product descriptions, specifications, prices, and availability.
2. How do I place an order?
Select the product you would like to purchase, add it to your cart, and proceed to checkout.
During checkout, please provide complete and accurate contact, billing, and delivery information.
After successfully placing your order, you will normally receive an order confirmation at the email address provided during checkout.
3. Which countries do you ship to?
We currently offer shipping to the following European countries:
- Germany
- Austria
- Italy
- Spain
- Portugal
- Poland
- Czech Republic
- Slovakia
- Slovenia
- Bulgaria
- Greece
- Romania
- Croatia
- Estonia
- Lithuania
- Latvia
Shipping availability may depend on the destination, product, package dimensions, carrier availability, and applicable delivery restrictions.
4. How much does shipping cost?
Standard Shipping: Free
We currently provide free standard shipping to eligible destinations listed in our Shipping Policy.
If a different shipping charge applies to a particular order or delivery method, the applicable amount will be displayed during checkout before payment is completed.
5. How long does order processing take?
Our estimated processing time is:
3–5 business days
Orders are normally processed Monday through Friday, excluding applicable public holidays.
Processing may include payment verification, order review, inventory confirmation, product preparation, packaging, and preparation for carrier handover.
6. How long does shipping take?
After your order has been processed and dispatched, the estimated transit time is:
5–8 business days
The estimated total timeframe, including processing and transit, is approximately:
8–13 business days
These timeframes are estimates. Actual delivery times may vary depending on the destination, carrier operations, customs procedures, public holidays, weather conditions, transportation disruptions, and local delivery conditions.
7. Can I track my order?
Yes. Where tracking is available, you will normally receive a shipping confirmation email containing your tracking number or other relevant shipment information after dispatch.
Tracking information is generally updated within 24 hours, although some carriers may take up to 72 hours to display the first tracking update.
8. Why has my tracking information not updated?
Tracking events are provided by the shipping carrier and may not always appear immediately.
There may be temporary gaps while a shipment moves between carrier facilities, customs locations, or local delivery networks.
If your tracking information has not updated after 72 hours or appears unusual for an extended period, please contact our customer service team.
9. What happens if my order is delayed?
Delivery may occasionally take longer than the estimated timeframe because of carrier delays, customs inspections, severe weather, public holidays, transportation disruptions, high seasonal demand, or local delivery conditions.
If your shipment is significantly delayed, please contact us with your order number and tracking information so that we can review the available shipment information.
10. Do I have to pay customs duties or import taxes?
International shipments may be subject to customs duties, import taxes, VAT, customs-clearance charges, brokerage fees, or other charges imposed by the destination country.
Where these charges apply and are not collected during checkout, they may be payable by the customer in accordance with applicable local requirements.
11. Can I change my shipping address?
If you notice an error in your shipping address, please contact us as soon as possible.
If your order has not yet been processed or dispatched, we will make reasonable efforts to update the shipping information.
Once the shipment has been handed over to the carrier, changing the delivery address may no longer be possible.
12. What should I do if my package is lost?
If you believe your package may be lost or tracking shows an unusually long delay, please contact customer service.
When contacting us, please provide your order number, name, delivery address, tracking number, and details of the issue.
We will review the available tracking information and may contact the shipping carrier for further investigation.
13. What should I do if my product arrives damaged or incorrect?
Please inspect your order after delivery.
If your order arrives damaged, defective, incomplete, or incorrect, contact customer service as soon as possible.
Please provide your order number, a description of the issue, and photographs of the product and packaging where relevant.
The matter will be reviewed and handled according to the applicable store policies and consumer protection requirements.
14. What is your return period?
The store currently provides a 30-day return period, meaning you may request a return within 30 days after receiving your item.
Returned products should meet the eligibility requirements described in the Return and Refund Policy.
15. Do EU customers have a right of withdrawal?
Where applicable under EU consumer protection rules, eligible consumers may have a statutory 14-day right of withdrawal for distance purchases.
This statutory right applies subject to applicable conditions and exceptions.
16. How do I request a return?
Before returning an item, contact customer service and provide your order information and reason for the return.
Please wait for the applicable return instructions before sending the package.
Products sent without following the return procedure may not be accepted.
17. When will I receive my refund?
After an eligible return has been received and inspected, you will be informed of the refund status.
According to the current Return and Refund Policy, approved refunds are processed to the original payment method within 10 business days. Your bank or payment provider may require additional processing time.
18. Can one order arrive in multiple packages?
Yes. An order containing multiple products may occasionally be divided into separate shipments.
In this situation, the packages may arrive on different dates and may have separate tracking numbers.
19. What happens if I enter an incorrect delivery address?
Customers should provide complete and accurate shipping information during checkout.
Incorrect or incomplete information may result in delays, failed delivery, or the package being returned by the carrier.
Please contact customer service as soon as possible if you notice an error in your delivery information.
20. Where can I find your store policies?
The website provides dedicated pages for:
Contact Information
Legal Notice
Privacy Policy
Return and Refund Policy
Shipping Policy
Terms of Service