FAQ v2

How can I track my order?

When your order is packaged and shipped, you will receive a shipping confirmation email containing tracking information. You can track your shipment in real time using the tracking number in this email.

GO TO THE TRACKING PAGE →

When will my order be delivered?

Our delivery times vary depending on your country and the product. In general, the following delivery times apply:

• Netherlands: 1–3 business days
• Other countries: 5 business days on average

Once your order has been shipped, you will receive an email containing the tracking information.

What are the shipping rates by country?

Free shipping is available for orders of €120 or more to the following countries. (Excluding Silex and ERATEC XXL PRO products.)

Country	Shipping Fee	Free Shipping
Netherlands	€6,95	Over €120
Germany / Belgium	€9,95	Over €120
France	€12,95	Over €120
Finland	€24,95	Over €120
Sweden	€14,95	Over €120
Austria	€12,95	Over €120
Denmark	€12,95	Over €120

Can I change my shipping address?

If the order has not yet left our warehouse, it is usually possible to change the delivery address. In this case, please contact our customer service by phone as soon as possible. Changes cannot be made to orders that have already been shipped.

My product was delivered damaged. What should I do?

Be sure to inspect the package and the product when you receive your order. If you notice any damage:

• Take photos of both the outer packaging and the product
• Please send these photos to our customer service team within 48 hours of delivery
• We'll come up with a solution for you as soon as possible

What payment methods can I use?

We offer a variety of payment options to ensure you can shop safely and easily:

• iDEAL – The most widely used payment method in the Netherlands
• Bancontact – For our Belgian customers
• Credit/Debit Card – Visa and Mastercard are accepted
• PayPal – Fast and secure online payments
• Apple Pay – One-tap payments with your Apple devices
• Klarna – Pay Later option (available in certain regions)
• Bank Transfer – The order will be processed once payment is received (1–3 business days)

What are the return policies?

Returns are accepted only within the first week after the product is received, and the product must be in its original packaging. If the product has been used, it can be sent for repair under warranty only if there is a problem.

If a return is requested for reasons such as not liking the product, ordering the wrong item, or entering incorrect information, the return shipping cost is the responsibility of the buyer. The warranty is void for products damaged during shipping, and such returns will not be accepted.

To initiate a return, you must first contact our team to request a return label.

I want to return the product. How do I go about it?

You can submit your return request to us using one of the following methods:

• Phone: Call our customer service
• Email: Contact our support team

After you submit your request, we will send you a return label; you can easily return the product using this label.

How long do I have to return an item?

Under the legal right of withdrawal, you may return the product within 14 days of the date you received it. Return requests will not be accepted after this period has expired.

What condition must the product be in to receive a full refund?

In order to receive a full refund, the product must:

• That it has never been used
• Please ship it in its original packaging, if possible

If signs of use or damage are found on the product, a deduction may be applied, or the return may be denied.

Who is responsible for the return shipping cost?

The customer is responsible for return shipping costs. However, if the return is covered by the warranty (manufacturing defect, damage during delivery, etc.), we will cover the shipping costs.

When will I get my money back?

Once the returned item arrives at our warehouse, it is inspected. Once the inspection is successfully completed, the refund is typically processed to your original payment method within 5–10 business days.

Do the products come with a warranty?

All of our electronic products come with a 1-year warranty. Some brands may offer additional warranty periods in addition to the manufacturer’s own warranty; you can find this information in the product documentation.

What situations does the warranty cover?

The warranty covers manufacturing defects and malfunctions arising from normal household use. The following situations are not covered by the warranty:

• Damage caused by improper use or installation
• Normal wear and tear
• Drop, impact, or water damage
• Malfunctions resulting from failure to follow maintenance instructions

My product is defective. How can I file a claim?

Please send an email to our customer service team and include the following:

1. Your order number
2. A clear description of the problem
3. If possible, a photo or video showing the problem

Our team will review your application within 2–3 business days and get back to you.

How does the repair process work?

In cases where repairs are needed, we work with the manufacturer’s authorized service centers. If the defect is covered by the warranty, we will cover all repair and shipping costs.

Will a replacement product be provided during the repair?

We do not provide replacement products as a standard practice. We aim to keep the repair process as short as possible—the average turnaround time is 2–3 weeks.

How should the base (stone) of the pizza machine be cleaned?

It should be wiped with a damp cloth without using any chemicals. Any remaining residue can be gently scraped off with a spatula. Care should be taken to ensure that liquids such as water or oil do not get inside the device.

Is it normal for the stone in a pizza machine to turn black?

Since the product is based on the stone oven concept, it is completely normal for its surface to turn black. These dark spots help you achieve the traditional stone oven flavor and do not affect the product’s quality.

Are Vip Ahmet storage containers made of glass or plastic?

The products are not made of glass; they are made of a hard, crystal-like plastic that resembles glass. It is a high-quality, food-safe material.

How can I file a complaint?

If you encounter a problem, please first send an email to our support team; we will do our best to resolve your issue as soon as possible. If you are not satisfied with our response, you reserve the right to file a complaint with an independent arbitration body.