Frequently Asked Questions
Here you can find the answers to the most common questions.
general questions
How do I reach the customer support?
You can contact us at service@vidpxxel.com or via the contact form.
Will you restock sold out items?
It is possible that a single item will be available at times becauseof a cancellation or restock. Please note that we can neither guarantee a restock nor disclose a specificquantity for a restock (unless otherwise specified).
about your order
Is it possible to cancel an order?
Yes. As long as we haven’t started preparing your order / printed your shipping label, you are able to cancel your order at any time.
If you wish to cancel your order, please send us an email with your order number to service@vidpxxel.com.
Please note that we are not able to make any cancellations after we have packed and shipped your order.
Click here for more information about our Refund & Return Policy.
Can I return my order?
Once you've received your order our return policy lasts 14 days. If 14 days have gone by since you've received your orders, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please notify us in advance of your return by emailing us at service@vidpxxel.com.
For some products: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Click here for more information about our Refund & Return Policy.
I received a wrong item or an item is missing from my order. What can I do?
Please email us at service@vidpxxel.com with your order number and we will have a look into it.
One or more items arrived in a bad condition. What can I do?
Please send an email to service@vidpxxel.com with your order number and a brief description of the issue along with images of the damaged order. Please retain all outer packaging as well as all the products of the shipment itself sealed until further instructions by our customer service.
The next steps will be determined by the severity of the damage and the availability of items.
I’m happy with the products I ordered and I want to support you!
Very nice!
Glad you like our products. If you want to support us, follow us on our social networks, subscribe to our newsletter or post a photo with our products and tag us. We would love you to share your store experience on social media and Truspilot.
shipping
How long does the shipping take?
Shipping time depends on your location and may vary. The approximate shipping time is 5 - 8 days worldwide.
Some products may have a different delivery time. You always find the estimated shipping time under the "add to cart" button on the product page. For unforeseen reasons that are usually beyond our control - shipping dates may be postponed. We try to keep the estimated shipping time as up-to-date as possible. The estimated shipping times will be updated once a month at the end of every month.
If you wonder why your order hasn’t shipped or arrived yet, please check the estimated shipping time on the product page first. If your package still does not arrive, contact us at service@vidpxxel.com.
Do I get a tracking a number? How can I track my order?
Depending on the product ordered, you will receive a shipping number from us. In these cases you'll receive a shipping confirmation email that includes a tracking number that can be tracked by you. Please note that unfortunately we cannot provide a tracking number for every order.
Do you ship to my country? How much does shipping cost?
We ship worldwide.
Shipping cost can vary based on the chosen shipping method, country and weight.
The best way to calculate the shipping cost is to add all items to your cart and proceed to checkout. At checkout, you can fill in your shipping information and see the shipping cost for the particular order. You WON’T be charged until you confirm your billing information afterwards and you still can cancel the process.
If your delivery address is outside of Germany and the European Union, you
may have to pay import duties and taxes. Please note that customs policies vary widely depending on your country. For further information please contact your local customs office.
If it appears that you can't check-out due to the selected country, please
contact us.
Can I change the shipping address?
Yes. If you want to change your shipping address, please send us an email with your order number to service@vidpxxel.com as soon as there is any change in the shipping address and we will update it in our system manually.
Once the shipping label has been printed, we can’t change your shipping address anymore.
How much time have I to pick up a package from post offices?
Usually, you have a maximum of 14 days to pick up a delivery. So please make sure to observe the tracking status and to pick the package in due time. Otherwise, it will be send back to us and you have to transfer us the additional shipping costs to resend you your order.
You still have questions?
If you couldn't find the answers you were looking for in our FAQ or would like to give us some feedback, don't worry. Just fill out the contact form below with your details and message. We will get back to you as soon as possible. Alternatively, email us at service@vidpxxel.com.