Why I haven't received a reply to my email?
Did you receive our auto-reply to your email? Then we are on it!
If you did not receive one, check that you did not send the email to our noreply address and check also your junk and update email folders.
For most common questions you can find an answer here in our FAQ, e.g. Has my order been shipped?
Sending constant update request:
Our system prioritizes oldest emails. Asking for an update too often will only push your handling further down the handling queue, with every additional email that is being sent, and we never get the chance to reply. Hold on tight, we will get back to you!
Sometimes it might take a bit longer for us to get back to you if other parties need to be contacted in order to solve your issue, e.g. the courier, but rest assured we will get back to you! If we need some clarification e.g. from a courier regarding a shipment, we cannot get a proper reply back to you before we've heard back from the courier.
RMA (repair) cases:
As with shipping related matters, we sometimes need to use and rely on other parties, e.g. service centers appointed by the manufacturer, and the handling can take a while before we have an update.
Please have patience and wait for us to reply.
If your case get's solved before we get back to you, open the same email in your sent emails and send us a message that we can close the case. They are much appreciated in order to save time! :)