FAQ
Shipping
How long does the delivery take?
Delivery time is between 5 to 15 working days.
Which countries are you shipping to and at what fees?
We deliver all over the EU.
| Order Amount | Shipping Costs |
|
EEA
|
€3.99 Free for orders over €75 or more |
|
EFTA Zone
|
€8,99 Free for orders over €100 or more |
EEA countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Albania, Andorra, Belarus, Bosnia & Herzegovina, North Macedonia, Moldova, Monaco, Montenegro, San Marino, Serbia, Ukraine, Vatican City.
EFTA Zone countries: Iceland, Liechtenstein, Norway, Switzerland
How quickly will my order be processed?
All orders are usually handed over to our dispatch centre within 72 hours. In high demand times, it might take longer, but in this case we will notify you. You will receive a dispatch notification by email to your store email address.
When buying
I haven't received an order confirmation
After you have ordered from us in the online shop, you will receive an order confirmation by email. If you have not received this within an hour of the order process, this could be due to the following reasons:
-
Has the email ended up in the SPAM folder of your email account?
-
Perhaps the wrong email address was entered?
If none of the cases described apply, please contact our support (enter email address here), we will check if your order was not successfully completed.
Can I change my order afterwards?
Your order will be processed and shipped within a very short time, so we cannot make any subsequent changes.
Payment options
How can I pay?
You can pay by credit or debit card (Visa, Mastercard, American Express) and PayPal, Apple Pay and Google Pay. A cash payment is not possible.
Discount codes
How can I redeem discount codes?
Enter the discount code in the field provided in the checkout to redeem it.
You can checkout when you go to checkout from your shopping cart.
Can discount codes be combined?
Discount codes cannot be combined with one another.
General questions
Is there a minimum order value?
No, we do not have a minimum order value.
Where is my package?
As soon as your order has been packed and is ready for dispatch, you will receive a confirmation by email. A tracking number may be available if this option has been chosen at ordering time.
If you have not received your shipment within the stated shipping time (after receiving the shipping confirmation by email), please contact us at hi@konvi.app, we will help you further.
What should I do in the event of a wrong delivery or defective products?
If you have received a wrong delivery or a defective item, please contact our customer support immediately at hi@konvi.app. Depending on you case, return or refund of defective products is possible.
Order cancellation
How long can I cancel my order?
The withdrawal period is 14 days from the day of receipt of the goods. If you wish to cancel your order, please contact our customer service in advance. A refund of the purchase price is no longer possible after the deadline.
Returns
Where do I register my return?
Register your return via this link.
Can I send two returns in one package?
If you have registered a return for each order via our portal, you can send both returns back in one package, please mention both return codes on the package.
Who bears the costs for a return?
The customer will support the costs of the return, and is responsible of packing and sending back the item at one of our warehouses, in Germany or Romania.
Has my return been received?
You will be informed by us as soon as your return has been completed by us. A notification of receipt of the return is not available.
When will I get my payment refunded?
As soon as we have received your return, we will immediately refund the amount via the payment method used when buying. Outside of Europe it can take up to 10 working days.