FAQ

No, you do not need to register for an account. However, we do recommend registering for an account with us because you will see all your personal details, order-, tracking-, and payment information on your personalized account dashboard.

When you do not register for an account, you still can place orders. But you will have no access to the personalized account dashboard, or its information. However, tracking information (when available for your order) will be sent to your email address, also when you do not have an account.

Register for your personalized account can be done during the order process at the Billing & Shipping page. Tick the box “Create an account?” to create your account. Leave the box unticked if you do not want to create an account.

You can request a new password by clicking on “ Log in” at the top of the page in the main menu. On the Login page, there is an option to request a new password if you lost it. Your new password will be sent to your email address. Follow the instructions in the email to create a new password.

When you go into your account by clicking “ My account” in the main menu on top of the page. This way you will get to your account dashboard. On the left-hand side of your account dashboard, you see various options. Choose “Orders” from the list to see your order overview.

If you did not sign up for your personalized customer account, you can not overview your new or past orders on the website.

We don’t put any limits on your order value, so you can buy as many products as you want.

No worries, because if you order several units, they will mostly arrive simultaneously, but in different packages.

Payments can be made by PayPal, Credit Cards, and with iDEAL for The Netherlands and Bancontact for Belgium. At checkout, there are various other payment options available as well, depending on your location.

If you don’t have a credit card, you can use PayPal as a payment method. 

No, you can not pay cash on delivery.

Because we’re a European company, we are required to charge VAT on all purchases made by European individual customers (B2C).

Yes, prices are displayed including VAT. The VAT rate for your country will be automatically calculated on your shipping address. When products are added to your cart, you can select your country under the shipping options. By choosing your country, VAT will automatically be calculated in the correct local VAT rate for your country.

The appropriate VAT rate is automatically applied to your invoice, depending on your fiscal residence. Just make sure your administrative details on your profile, postal address, recipient name, phone number, …) are in order.

If you are not located in one of the 28 member states of the European Union, no other tax will be added to your invoice, per application of EU laws.

European B2B customers are exempted from VAT, as long as they provide a registered VAT number. Just add your VAT registry number on your account profile by clicking “Addresses” in the menu on the left in your account dashboard and then fill in the “Company name (optional)”, and your invoice will be updated accordingly. You can also do this by filling in the “Company name (optional)” on the checkout page. Do not only add your company name in this field but also your VAT number. Both your company name and VAT number must be added to this field.

If you do not provide a valid VAT number, you will be considered as an individual customer (B2C), and the local rate will be applied.

When shipping costs are applied for your product, then an extra amount of VAT for shipping costs will be automatically added up to the VAT total in your shopping cart.

By selecting your country, the VAT rate for your product(s) and shipping (if applicable) will be automatically added to the correct rate for your country.

The VAT rate in the shopping cart is a total of regular VAT for your product(s) plus the VAT rate for shipping costs (if applicable). When it is free shipping, the VAT is the total VAT for your product(s) in your order.

The product prices are excluding shipping costs. Shipping costs are calculated extra when applicable.

If you have any questions, contact our support.

Shipping time varies by location. These are our estimates:

You will receive an email with a tracking number once your order is shipped, but sometimes due to free shipping tracking is not available. For logistical reasons, items in the same purchase may be sent in separate packages, even if you’ve specified combined shipping.

You can find the shipping costs in the cart when products are added. Select your country at the shipping option, and it will show the shipping options and calculate the shipping price when free shipping is not offered for a specific product.

By selecting your country here, VAT will also be automatically calculated for your country.

Shipping costs are calculated based on shipping method (air, sea or land) and product weight/volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please contact us directly.

The product prices are excluding shipping costs. Shipping costs are calculated extra when applicable.

You can return your order within 14 days after delivery, however, there might be return shipping costs involved. Before returning your ordered product(s) please contact Premium Customer Service regarding the return process and possible shipping costs. If there was no support request before returning your product(s), you are fully responsible for returning shipping costs.

If you want to return your order, please contact Premium Customer Support first. Customer Support will then provide you the Return Form which needs to be filled in and enclosed within your return package.

Place the item(s) in the original shipping box. Enclose the completed Return Form. Close the box and tape it securely. Post your parcel using any of your preferred shipping methods.

Return shipment is at the customer’s own cost. We cannot be held responsible for anything lost or damaged in transit. To secure the arrival of your return, we advise using a postal service with tracking and/or insurance.

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

you do not receive them within the guaranteed time (45 days, not including 2-5 day processing)

you receive the wrong item

you do not want the product you have received (but you must return the item at your expense and the item must be unused)

We do not issue the refund if:

• your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
• your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

We will offer a full refund within 14 days from when your order is delivered. Unfortunately, we can not refund any taxes, duties, charges or shipping fees for returns. Refunds will be done in Euros, at the price paid upon original purchase.

*You can submit refund requests within 14 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.

We are working hard to get orders to you safely and to keep you up to date on the changes we’ve made during this time. We are working closely with our delivery partners to ensure all deliveries arrive safely and on time.

The well-being of our customers is a top priority, and all necessary precautions are being taken to ensure the safety of both customers and couriers during this time. We are currently unable to ship your order as quickly as usual. The reason is, on the one hand, the increased demand at the moment and, on the other, the adjustment of our internal capacities to protect employees. To ensure their safety, we carry out additional health and hygiene measures in our logistics center.

Unfortunately, this means that we currently need longer to process your order than you are used to. We therefore ask for your understanding and assure you that we will do everything to ensure that you receive your order as soon as possible.

We are doing all we can to ensure that your orders get to you as fast as we can, but we know that you, our lovely customers, will understand if there is a bit of a delay whilst we adjust to new ways of working.

If you have any questions, our customer care team are here as always. You can reach them by emailing support@dj-gadgets.com

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

• The item you ordered did not arrive within the time promised by the seller.
• The item you received was not as described.
• The item you received that was assured to be genuine was fake.

You can contact our Premium Support through our exclusive for customers private Facebook group by clicking here to log in with your Facebook account or sign up for Facebook.

Other ways to contact Premium Support & Customer Service:

𝗪𝗘𝗕𝗦𝗜𝗧𝗘 ~ https://www.dj-gadgets.com
𝗘𝗠𝗔𝗜𝗟 ~ support@dj-gadgets.com
𝗙𝗔𝗖𝗘𝗕𝗢𝗢𝗞 𝗚𝗥𝗢𝗨𝗣 ~ https://www.facebook.com/groups/djgadgets.webshop/

We care about our products and logically do our best to deliver them to you in top condition. Nevertheless, it sometimes happens that an order is broken during transport or that something else happens that allows you to make a claim under warranty.

Under European law, we are liable for any lack of conformity that becomes apparent within a period of two years after delivery of the goods. You may have additional rights under Dutch law.

If you discover or should discover a defect in the product, you must contact us within a reasonable time. A reasonable term is in any case two months. Under certain circumstances, a term of more than two months may also be acceptable.
If you contact us in time, we will provide a free repair or replacement.

If you have a complaint, please do contact us. Tell us what is your complaint and we will do our best to find a suitable solution. 

We recommend that you first make complaints known to us by sending an email to support@dj-gadgets.com. If this does not lead to a solution, it is possible to register your dispute for mediation. From February 15, 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere, you are free to file your complaint via the European Union platform.