FAQ
My billing or shipping address is incorrect. Can I change it afterwards?
Please send us a message with your new address immediately. If the order has not yet been completed, we will be happy to update the address.
Can I cancel an order?
Unfortunately, an order can only be canceled up to a certain point in the process. Please send us a message immediately. We will be happy to check if the order can still be canceled. Please use the contact form for this.
I did not receive a confirmation email.
Please check if your email address was entered correctly and check your spam folder. If you have not received a confirmation email despite correct information, please send us a message to check if your order has been received.
What payment methods are accepted?
To make your shopping experience as easy and convenient as possible, you can use the following payment methods with us:
- PayPal
- Mastercard
- Visa
I ordered a product from the former UNIQEY webshop (www.uniqey.net). Who can I contact now?
Please contact us using the contact form. We will be happy to assist you!
Why don’t we ship to every country in the world?
Many countries are covered by our shipping service provider, but unfortunately not all. The following countries are currently served by our shipping service: Australia, Belgium, Bulgaria, China, Denmark, Germany, Estonia, Finland, France, Greece, Great Britain, Hong Kong, Indonesia, India, Ireland, Iceland, Italy, Japan, Canada, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, Norway, Austria, Philippines, Poland, Portugal, Romania, Sweden, Switzerland, Singapore, Slovakia, Slovenia, Spain, South Korea, Taiwan, Thailand, Czech Republic, Hungary, USA, United Arab Emirates, Vietnam, Cyprus. If your country is not listed, you may be able to provide us with an alternative address. You can also check if our partner retailers offer shipping to your region.
I noticed that the package is damaged on the outside upon delivery.
If your package is damaged upon arrival, we recommend the following steps:
- Document the damage by photographing the damaged packaging and contents.
- Ideally, refuse the package and inform the delivery person of the damage.
- Contact us immediately via our contact form and send us the photos along with your order number and a brief description of the damage.
- Our customer service will contact you as soon as possible to discuss the next steps and find a solution.
What delivery times should I expect?
The delivery time for the purchased product is indicated on the respective product page. However, please note that there may occasionally be deviations, especially in different regions. These deviations can be caused by various factors such as local holidays, customs clearance, or unexpected delays with the shipping service provider. We always strive to meet the specified delivery times and will inform you immediately if there are any delays.
Can there be additional fees?
For shipments to countries outside the European Union, additional costs such as taxes, import or clearance fees, and customs duties may apply, which must be borne by the customer.
My recently purchased product is now discounted.
Please note that it is unfortunately not possible to apply a discount retroactively to products that were not discounted at the time of purchase. Our prices and discounts are only valid within the specified promotional period.
An error occurred during the payment process.
If an error occurs during the payment process, please do not place a new order. Instead, contact our customer service immediately via the contact form on our website. Describe the problem in as much detail as possible and, if available, provide your order number.
Combining orders with different delivery times indicated in the shop.
If you place multiple orders with different delivery times in the shop, the delivery will always be based on the longest specified delivery date. All ordered items will then be shipped in one package; separate delivery is not possible.
The purchased product is damaged.
We always strive to deliver the best possible quality to satisfy our customers. However, in rare cases, the product may be damaged. If this is the case, please proceed as follows:
Damages to the product must be reported immediately and no later than 14 days after receipt of the goods. For our keycap products, the following inspection method must be observed:
- Viewing distance: 45-50 cm (18-20 inches)
- Viewing angle: 90°
- Viewing duration: approx. 2 seconds
- Lighting: diffuse; daylight or standard light D65, min. 1000 lux. No direct sunlight
- Mirroring of surfaces and aids such as magnifying glasses are not permitted
For justified complaints, please contact us via our contact form. To process the complaint, we need a picture of the defect as well as a picture of the QR code/RFID tag attached to the packaging. Our customer service will contact you as soon as possible.
For projects with UV printing, the following tolerances may occur:
- Position and properties of the key labeling (double injection and UV printing)
- Deviation in position of 0.1 - 0.3 mm possible
- Deviation in line width of 0.1 - 0.2 mm possible
How long does it take to process the return?
We strive to process your returns and refunds as quickly as possible. However, this can usually take up to 10 business days.