Frequently Asked Questions
How can I track my shipment?
When the product is shipped, the tracking number is sent to the email address provided. You can track your shipment using this tracking number on the shipping company’s website.
GO TO THE TRACKING PAGE →
GO TO THE TRACKING PAGE →
What are the shipping rates by country?
Shipping costs vary by country. You can view the shipping cost by selecting your country on our website before making a payment.
* Free shipping does not apply to 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 |
* Free shipping does not apply to Silex and ERATEC XXL PRO products.
When will I receive my order?
Your order will be delivered within 1–3 business days within the Netherlands and within an average of 5 business days to other countries. Once your package has been shipped, you will receive an email containing a tracking number.
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.
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.
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.
Are Vip Ahmet storage containers made of glass or plastic?
The product is not made of glass; it is a hard, crystal-like plastic that looks like glass. It is a safe, high-quality product.
Is it normal for the bottom of the pizza stone to be very black?
Since the product is based on the stone oven concept, it is normal for its surface to turn black. These dark spots help you achieve the traditional stone oven flavor.
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