Frequently asked questions (FAQ)
Payment
What payment options are available? Several payment methods are available to you, including credit card, PayPal, iDEAL and SEPA bank transfer. All accepted payment methods are clearly listed at checkout.
Why was my payment rejected? A failed payment transaction can have various causes - for example, incorrectly entered card details, insufficient credit or a technical fault with the payment provider. Check your entries carefully or contact your payment service provider directly.
How do I receive an invoice? An invoice can be requested directly during the order process. This will be sent to you by e-mail once the purchase has been completed.
Do you offer cash on delivery as a payment option? We do not offer cash on delivery. Please use one of the available online payment methods for your order.
Can I redeem a discount code or gift card? Yes, voucher codes and gift cards can be entered when completing your order and reduce the amount payable accordingly.
How secure is my payment? To protect your payment data, we use modern encryption technology and payment processing in accordance with the PCI DSS standard.
When will I receive an order confirmation? As soon as your payment has been successfully processed, you will receive a confirmation e-mail with all the details of your order without delay.
How does a refund work? Please contact our customer service with your order information. Refund requests will be processed in accordance with our current policy.
Where can I see my previous orders? Log in to your customer account and go to the „My account“ section. There you will find all past purchases including payment status under „Order history“.
Shipping
What shipping conditions apply? The following countries are DDP method (delivery duty paid) - you do not have to worry about customs clearance and there are no customs duties for you:
- USA - UPS Express (except Alaska and Hawaii)
- Great Britain - Local DPD Express
- Europe - UPS Express / DPD Express / DHL Express
European DDP countries: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.
European consignments are dispatched in Germany and forwarded from there. Other regions supplied: United Arab Emirates (Dubai only), South Africa, Vietnam, West Malaysia (excluding the island of Kalimantan).
Estimated delivery times:
| Country | Shipping method | Delivery time |
|---|---|---|
| USA | Local UPS delivery | 10-15 days |
| United Kingdom | Local DPD Express | 7-12 days |
| Germany | UPS/DPD/DHL | 8-13 days |
| France | UPS/DPD/DHL | 8-13 days |
| Belgium | UPS/DPD/DHL | 8-13 days |
| Luxembourg | UPS/DPD/DHL | 8-13 days |
| The Netherlands | UPS/DPD/DHL | 8-13 days |
| Czech Republic | UPS/DPD/DHL | 8-13 days |
| Poland | UPS/DPD/DHL | 8-13 days |
| Croatia | UPS/DPD/DHL | 8-13 days |
| Slovakia | UPS/DPD/DHL | 8-13 days |
| Slovenia | UPS/DPD/DHL | 8-13 days |
| Finland | UPS/DPD/DHL | 8-13 days |
| Denmark | UPS/DPD/DHL | 8-13 days |
| Sweden | UPS/DPD/DHL | 8-13 days |
| Austria | UPS/DPD/DHL | 8-13 days |
| Italy | UPS/DPD/DHL | 8-13 days |
| Hungary | UPS/DPD/DHL | 8-13 days |
| Lithuania | UPS/DPD/DHL | 8-13 days |
| Estonia | UPS/DPD/DHL | 8-13 days |
| Latvia | UPS/DPD/DHL | 8-13 days |
| Greece | UPS/DPD/DHL | 8-13 days |
| Ireland | UPS/DPD/DHL | 8-13 days |
| Portugal | UPS/DPD/DHL | 8-13 days |
| Spain | UPS/DPD/DHL | 8-13 days |
| UAE (Dubai) | Direct line Dubai | 12-18 days |
| South Africa | Direct line South Africa | 15-25 days |
| Vietnam | Direct line Vietnam | 3-5 days |
| West Malaysia | Direct line Malaysia | 4-8 days |
For all other countries, independent customs clearance is required and import duties may apply. Check with your local customs office for the exact fees. Your customs office may require a trade licence.
How are the shipping costs calculated? The shipping costs depend on the weight of the consignment, destination country and selected shipping option. You can see the exact amount at checkout.
What do I do if my parcel does not arrive or is delayed? In this case, please contact our customer service. We will check the situation and help you find a solution.
How can I track my order? After logging into your account, you will find the current status of your shipment in the „Order history“ section. Tracking information will also be sent to you by e-mail.
Do I have to pay customs duties? Generally not. Exceptions currently apply to Canada and Denmark.
How long does the delivery take in total? Depending on the product, the goods remain in the warehouse for 1-5 days. The subsequent delivery time is 7-15 days.
Security
How is the security of the website guaranteed? We use a combination of data encryption, firewalls and regular security checks to reliably protect your data and transactions.
How is my personal data protected? We treat your personal data as strictly confidential. They are neither sold nor passed on to third parties and are used exclusively for order processing and customer service.
Are my payment details secure? Yes, we use a PCI-compliant payment processing system that fulfils the highest security standards.
How do I create a secure password? Use a mixture of upper and lower case letters, numbers and special characters. Avoid easily guessable details such as birthdays and change your password regularly.
How do I recognise whether the website is genuine? Compare the URL displayed with the official web address and make sure that you have a valid SSL certificate that identifies the connection as secure.
Where can I report suspicious activity? If you have any safety concerns or unusual occurrences, please contact our customer service immediately. We will initiate an investigation and take the necessary measures.
Is there protection against phishing? Yes, we have implemented appropriate anti-phishing measures to prevent fraudulent activity via fake websites or emails.
Returns
Can I still change an order that has already been placed? Changes are possible as long as you contact us by 23:00 (PDT, UTC-7) on the day the order is placed at the latest. To do so, please send an e-mail to kurzvape@proton.me.
How do I return a product? We grant a 15-day right of return from the date of receipt of your goods. For a return to be accepted, the item must be unused, in its original condition, with all tags attached and returned in its original packaging. You will also need the receipt or other proof of purchase.
To arrange a return, please contact us at kurzvape@proton.me. Once your request has been checked and approved, you will receive a return label and detailed instructions on how to proceed. Parcels arriving without prior return authorisation will not be accepted.
If you have any further questions about returns, please do not hesitate to contact us at kurzvape@proton.me.